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8x8 Support

How to Install 8x8 Contact Center for Microsoft Dynamics


Configuring 8x8 Contact Center with Microsoft Dynamics requires that you download the 8x8 integration package and then create a custom solution for 8x8 Contact Center for Microsoft Dynamics.


Important: This process requires administrator access to Microsoft Dynamics.

Note: Complete instructions for installation and use of the integration can be found here:

Applies To

  • 8x8 Contact Center
  • Microsoft Dynamics


Managed Package Import

  1. Download the MS Dynamics installation package.
    • Note: The integration can also be installed from Microsoft's AppSource by selecting that option in step 4 below, instead of using the Import option.
  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

By default, the package will point to one of the 8x8 Contact Center clusters, which needs to be customized.

  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
  7. Click the Save icon at the top-left.
  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, skip to step 17 below and complete the 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 = "" +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.
  20. Refresh the Settings > Solutions page to see the new 8x8 icon.

User Login to the 8x8 Communication Panel

Once your configuration above is complete, your users will be able to launch the 8x8 Communication Panel and log into it.

  1. In your Microsoft Dynamics application(s) 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-Icon.png 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 MS Dynamics.
  2. Navigate to Settings > Customizations > Customize the System.
  3. In the newly opened window, go to Components > Entities > Contact > Forms > Contact. Here we have chosen the Contact entity. For other entities such as Account, Lead, Opportunity, select accordingly.
    VCC MS Dynamics Set Labels.png
  4. In the newly opened window, double click the Contact Information pane. Navigate to the Formatting tab, then set Layout as Two Columns.
    VCC MS Dynamics Set Columns.png
  5. Repeat for all fields except phone fields, navigating to the Formatting tab and selecting Two columns.
  6. Go to the Insert tab at the top of the page, and select Web Resource.
  7. Set Web Resource to new_clicktodialform, and label according to the mapping below. For example, if we are setting up Click-to-Dial for the Contact entity’s Business Phone field, then the Label should be telephone1.
    VCC MS Dynamics Web Resource Properties.png
  8. Navigate to the Formatting tab. Select Layout as One Column. Enter Number of Rows as 1. Make sure the box next to Display Border is unchecked.
  9. Click OK.
  10. The final Contact Information tab should look like this:
    VCC MS Dynamics Labels.png
  11. Click the Home Tab then click Save.
  12. Click Publish.
  13. If you go to the Contact page, you should see the Click-to-Dial icon.
    VCC MS Dynamics Contact Info.png
  14. Repeat the steps 3 to 12 until all the desired Click-to-Dial fields are set up completely.

Label Mapping for Click-to-Dial

Entity Entity Field Click-to-Dial Label Name
Contact Business Phone telephone1
Contact Mobile Phone mobilephone
Account Phone telephone1
Lead Business Phone telephone1
Lead Mobile Phone mobilephone


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