Configuring Microsoft Dynamics 365

You can embed Communication Panel in Dynamics 365 Customer Service to use the call functions of Communication Panel.

Dynamics 365 Configuration

Note: This is an example configuration. Check the official Microsoft documentation before you start your configuration.
  1. Sign in to your Dynamics 365 account.

    If you don't have a tenant set up yet, create one. For more information, see Microsoft Dynamics 365 documentation.

  2. Click Channel Integration Framework on the top bar.
  3. Click New.

    The configuration view for a channel provider opens.

  4. Enter the following information:
    • Name: Enter a name for your channel provider.
    • Label: Enter Communication Panel or any other name you want show as a title in the widget area.
    • Channel URL: Enter the URL of Communication Panel. This is of format https://login-[region].cc.sinch.com/[Tenant Name]/ecf/[software version]/communicationpanel/index.html
    • Enable Outbound Communication: Select Yes.
    • Channel Order: Enter 0.
    • Trusted Domain: Enter the domain URL. This is of format https://login-[region].cc.sinch.com/

  5. In Select Unified Interface Apps for the Channels, choose the apps.
  6. In Select the Roles for the Channel, choose the roles.
  7. Click Click Save & Close.

SC Configuration

With this procedure you enable integration for the users that are linked to this specific user settings template.

  1. On the System Configurator main screen, choose User and Role Management > User Settings Template.
  2. To create a new template, choose Add New or search for the template to which you want to add the Dynamics 365 integration.
  3. Choose the Dynamics 365 Integration block.
  4. To activate the integration, select Enable Dynamics 365 Integration for Phone Channel.
  5. For Embedded Communication Panel Width (px), enter 550.
  6. For Dynamics 365 Host Address, enter the URL of your Dynamics 365 tenant.

  7. Save your entries.

Using the dynamic My Conversations View

You can open Communication Panel in another browser window and see a dynamic My Conversations view that is responsive to the available frame size in the CRM. For more information, see Configuring the Dynamic My Conversations View.