How to Install 8x8 Contact Center for Microsoft Dynamics

Managed Package Import

1. Download the MS Dynamics installer.
2. Log in to MS Dynamics as an admin.
3. Navigate to Settings > Solutions.
4. Click Import.
   
5. In the new window, select the downloaded installer file.
6. Click Next then Import.
7. 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.

1. Navigate to Settings > Solutions.
2. Click New.
3. Set the Display Name to 8x8CustomPackage.
4. Set the Version to 1.0.0.0.
   
5. Click Components.
   
6. Click Add Existing.
7. Select Web Resource.
8. Select new_config and click OK.
9. Double-click new_config.
   
10. Click Text Editor.
11. Make sure the value in the first line is VCC.
    
12. Change the second line to your corresponding VCC cluster.
13. Make sure the VCC_DOMAIN with the url having sso.8x8.com is uncommented.
14. Click OK.
15. Click Save.
16. Click Publish All Customizations.
17. 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

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.
   
4. In the newly opened window, double click the Contact Information pane. Navigate to the Formatting tab, then set Layout as Two Columns.
   
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.
   
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:
    
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.
    
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