Integrate Microsoft Dynamics with 8x8 Contact Center and 8x8 Work

Updated: $date.format('MM/dd/yyyy', $newDate)

Objective

Create specific teams in Microsoft Dynamins to integrate 8x8 Contact Center and 8x8 Work at the same time. Determine the primary application of the tenant used by most employees and then specify the teams that are the exceptions.

Applies To

Microsoft Dynamics
8x8 Contact Center
8x8 Work

Procedure

Create Team

From Dynamics 365 open Settings and select Security.
Select Teams. A new view will be opened.
To create a new team, select New.
Complete the required fields and select Save.

Add Members to Newly Created Team

From the upper right corner, select +.
Type the name of the members you want to add to the team.
From Settings, select Solutions.
Select the appropriate integration.
Double click new_config then open the text editor.

Let’s assume all AcmeJets employees use 8x8 Work except the Demo Team who uses both 8x8 Work and 8x8 Contact Center. Designate 8x8 Work as the default application of the tenant and add the Demo Team as the 8x8 Contact Center user. See the example code below:

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// Team configuration: Use VO_TEAM and VCC_TEAM only if VO & VCC both needed. otherwise, leave it empty

var VO_TEAM = [];

var VCC_TEAM = ['DemoTeam'];

// Application type and cluster configuration

var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO";

var CLUSTER = "vcc-na1";

// VCC mode, find the info from Config Manager.

var MODE = '3';

// Use VCC regular tenant VS VOVCC tenant

// var VCC_DOMAIN = "https://" + CLUSTER +".8x8.com";

var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER;

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This configuration will use the var VCC_TEAM set to DemoTeam and the default communication panel will be set to 8x8 Work. Users who are added to this Demo Team in MS Dynamics will be able to open the Contact Center panel. The rest of the members will open 8x8 Work panel. Users must be logged into the MS Dynamics with their own Microsoft account.

Set the DemoTeam in the variable and select OK.
Save and publish the changes.
Clear cache and cookies and restart the browser.
Log in to MS Dynamics with the user credentials added to Demo Teams and open the integration.

The expected result is the Contact Center panel to be opened for the user instead of the 8x8 Work panel. For all other users, while logged in, when they access the 8x8 Integration, the 8x8 Work panel will be opened.