Skip to main content
Installing Virtual Contact Center for Microsoft Dynamics
8x8 Support

Installing Virtual Contact Center for Microsoft Dynamics

Objective

Installing Virtual Contact Center for Microsoft Dynamics.

Applies To

  • Virtual Contact Center
  • Microsoft Dynamics

Procedure

This process requires admin access to MS 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.
    VCC MS Dynamics Import Installer.png
  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.
    VCC MS Dynamics Publish All Customizations.png

Creating a Custom Solution

By default, the package will point to one of the VCC 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.
    VCC MS Dynamics Set Version.png
  5. Click Components.
    VCC MS Dynamics Components.png
  6. Click Add Existing.
  7. Select Web Resource.
  8. Select new_config and click OK.
  9. Double-click new_config.
    VCC MS Dynamics Web Resource.png
  10. Click Text Editor.
  11. Make sure the value in the first line is VCC.
    VCC MS Dynamics Text Edit VCC Cluster.png
  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.
    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

How can we help you?

X