Objective

Important: This process requires administrator access to Microsoft Dynamics. Note: Complete instructions for installation and use of the integration can be found here: Contact Center for Microsoft Dynamics - Admin Guide Contact Center for Microsoft Dynamics - Agent Guide

Applies To

• 8x8 Contact Center
• Microsoft Dynamics

Procedure

Managed Package Import

1. Download the MS Dynamics installation package.
   • Note: The integration can also be installed from Microsoft's AppSource instead of using the Import option. Do this by selecting Get Solutions from Marketplace in step 4 below, search for 8x8, select 8x8 Integration for Microsoft Dynamics 365, and click Get it now.
2. Log in to MS Dynamics as an admin.
3. Navigate to Settings > Solutions.
   
   
   
4. Click Import.
   
   
   
5. In the new window, click Choose File and select the newly-downloaded installer file.
6. Click Next.
   
   
   
7. Click Import.
   
   
   
8. After the import is completed, click Publish All Customizations, located in the same area as Import.
   
   
   

Create a Custom Solution

1. Navigate to Settings > Solutions.
   
   
   
2. Click New.
   
   
   
3. Set the Display Name to 8x8CustomPackage.
4. Tab to the Name field to automatically fill 8x8CustomPackage into it.
5. Select the default Publisher for your organization from the dropdown list.
6. Set the Version to 1.0.0.0.
7. Click the Save icon at the top-left. You may need to wait for Microsoft to complete this process before proceeding.
   
   
   
8. Click Components, if needed.
   
   
   
9. Click Add Existing and select Web Resource.
   
   
   
10. Locate and select new_config, then click OK.
    Note: There can be many items in this list. Sorting by Name or Display Name and then scrolling to the component's location might speed up your search.
    
    
    
11. Double-click on new_config.
    
    
    
12. Click Text Editor.
    
    
    
13. Set var DEFAULT_COMMUNICATION_PANEL_SETUP = "VCC"; as in the screenshot below.
    Important: Case (upper/lower) of this text is critical, so do not change it.
    • Note about 8x8 Work: If you are installing the integration for use with 8x8 Work instead of Contact Center, enter VO instead of VCC in this line: var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO"
    • Then edit this line from: var mapanelNextGen = 'true'; // should be a string, either true or false
      Change it to:
      var mapanelNextGen = 'false'; // should be a string, either true or false
    • Then skip to step 17 below and complete your installation from there.
14. Change var CLUSTER = "vcc-xxxx" to contain your corresponding Contact Center cluster.
    • If needed, you can find your cluster designation by logging in to the 8x8 App Panel. Your cluster is part of the URL in the browser tab's Address line.
      
      
      
    • Example: var CLUSTER = "vcc-na15";
15. The line var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER; must not be commented. Remove any preceding // marks as needed, as in the screenshot below.
16. The other var VCC_DOMAIN line must be commented out so that it will be ignored. To do this, place two forward-slash // characters at the beginning of the line, if needed.
17. Click OK.
    
    
    
18. Click Save.
19. Click Publish All Customizations. Once the publication process is complete, you can close any windows related to the new_config web resource file. Note that it can take Microsoft a few minutes to complete the changes. Just ignore any popup messages (such as Pages unresponsive browser alert popup messages, and the Publishing customizations message). They will eventually disappear.
    
    
    
20. Refresh the Settings > Solutions page to see the new 8x8 icon.
    
    
    

User Login to the 8x8 Communication Panel

1. In your Microsoft Dynamics application, such as Customer Service Hub, click on a supported Customers type, such as Contacts.
2. Click on the 8x8 icon to launch the 8x8 integration communication panel into a popout window.
   
   
   
3. Log into the 8x8 communication panel using one of two methods (see screenshots, below):
   • Enter your 8x8 user ID, click Continue, then enter your 8x8 user password and click Login.
   • Or enter your Microsoft user ID, click Continue, and then click Login with Organization to receive a Microsoft login prompt.

Important: Using Microsoft credentials to log into 8x8 applications requires Single Sign-On configuration in both Microsoft Azure AD and 8x8 Admin Console.

Click-to-Dial Setup

1. Log in to Microsoft Dynamics.
2. Navigate to Settings > Advanced Settings > Customizations > Customize the System.
3. In the newly opened window, go to Components > Entities.
   
   
   
4. Click the object Entity you want this functionality in, then click Forms. Here we've chosen the Contact > Forms > Contact as our example.
   • Note: For Click-to-Dial functionality in other entities such as Account, Lead, and Opportunity, you'll need to perform this same operation for each. So navigate to:
     • Contact: Components > Entities > Contact > Forms > Contact
     • Account: Components > Entities > Account > Forms > Account
     • Lead: Components > Entities > Lead > Forms > Lead
     • Opportunity: Components > Entities > Opportunity > Forms > Opportunity
       
       
       
5. In the newly opened window, double click Contact Information in Summary.
   
   
   
6. Navigate to the Formatting tab, then set Layout to Two Columns.
7. Click OK.
   
   
   
8. Repeat this operation for all fields except for the Business Phone and Mobile Phone fields, navigating to the Formatting tab of each and selecting Two columns. Your CONTACT INFORMATION form should look similar to this:
   
   
   
9. Click the Insert tab at the top of the page, and click Web Resource.
   
   
   
10. In General > Web resource, set the Web resource field to new_clicktodialform.
    
    
    
11.  In Field Name and Properties, add the Click-to-Dial Label Name according to the Entity & Field you are updating, per the mapping chart below.
    • For example, if you are setting up Click-to-Dial for the Contact entity’s Business Phone field, then the Label should be telephone1.
      
      
      
12. Click the Formatting tab. Select Layout as One Column.
13. Set the Number of Rows in Row Layout to 1.
14. Make sure to uncheck Display Border.
15. Click OK.
    
    
    
16. The final Contact Information tab should look like this:
    
    
    
17. Click the Home Tab then click Save.
18. Click Publish.
19. If you go to a Contact's page, you should see the Click-to-Dial icon.
    
    
    
20. Repeat these steps until all the desired Click-to-Dial fields are set up completely.

Label Mapping for Click-to-Dial