How to Install 8x8 Contact Center for Microsoft Dynamics
Objective
Installing 8x8 Contact Center for Microsoft Dynamics.
Applies To
- 8x8 Contact Center
- Microsoft Dynamics
Procedure
This process requires admin access to MS Dynamics.
Managed Package Import
- Download the MS Dynamics installer.
- Log in to MS Dynamics as an admin.
- Navigate to Settings > Solutions.
- Click Import.
- In the new window, select the downloaded installer file.
- Click Next then Import.
- After the import is completed, click Publish All Customizations.
Creating a Custom Solution
By default, the package will point to one of the 8x8 Contact Center clusters, which needs to be customized.
- Navigate to Settings > Solutions.
- Click New.
- Set the Display Name to 8x8CustomPackage.
- Set the Version to 1.0.0.0.
- Click Components.
- Click Add Existing.
- Select Web Resource.
- Select new_config and click OK.
- Double-click new_config.
- Click Text Editor.
- Make sure the value in the first line is VCC.
- Change the second line to your corresponding VCC cluster.
- Make sure the VCC_DOMAIN with the url having sso.8x8.com is uncommented.
- Click OK.
- Click Save.
- Click Publish All Customizations.
- Refresh the page and you will see the 8x8 icon for MS Dynamics. Double-clicking the icon will open VCC AGUI.
Click-to-Dial Setup
- Log in to MS Dynamics.
- Navigate to Settings > Customizations > Customize the System.
- 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.
- In the newly opened window, double click the Contact Information pane. Navigate to the Formatting tab, then set Layout as Two Columns.
- Repeat for all fields except phone fields, navigating to the Formatting tab and selecting Two columns.
- Go to the Insert tab at the top of the page, and select Web Resource.
- 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.
- 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.
- Click OK.
- The final Contact Information tab should look like this:
- Click the Home Tab then click Save.
- Click Publish.
- If you go to the Contact page, you should see the Click-to-Dial icon.
- 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 |