MS Unified Service Desk CTI Connector for Dynamics 365
Thanks for your Free trial request of MS CRM Unified Service Desk (USD) Connector.
Before You Proceed…
Get a trial license key of the EF Connector from ExpertFlow.
Make sure
You already have a Cisco Unified Contact Center (Express, Packaged, or Enterprise) installed. If not, you can request for a Cisco DCloud (cloud-based) demo. In the Trial License Key Form, check the option of “DCloud Demo”.
You have the admin credentials of your MS CRM account
Allocate a virtual machine in the network with Microsoft Windows with at least 1 vCPU, 2GB RAM for the EF Connector server setup. See a complete list of EF Connector hardware/software prerequisites here.
Trial setup is a 3-stage process.
Organization CTI Configuration | Install the server-side configurations using a Package Deployer following these instructions. |
EF Connector | EF Connector is the middleware between the Cisco contact center and Microsoft USD application. Install EF Connector on a Windows machine following these instructions. |
USD Connector | USD Connector is the CTI connector front-end installed on the agent machine where Microsoft Unified Service Desk is already installed. Follow these instructions. |
EF Connector Prerequisites
Hardware Requirements
|
Minimum |
Recommended |
|
|
vCPU |
1 Cores |
2 Cores |
|
vRAM |
2 GB |
4 GB |
|
vDISK |
5 GB |
10 GB |
Software Requirements
Operating System | A Windows Server 2012 R2 64-bit or above is recommended. For the trial, you may use Windows 10 or any Windows Server edition 2012 or onwards. |
Locale Settings | English (recommended) |
Java Runtime (64 bit) | Java Runtime (JRE) 8 is required |
WinRAR | A package extractor to modify embedded configuration properties |
.Net Framework | .Net Framework 4.5.2 or above |
1- Organization CTI Configurations
- Download the Package Deployer on any Windows machine with the recent dot-net framework installed.
- Enter admin account credentials and select the Organization where you want the CTI configurations to be applied. If you don’t select one, the package will be installed in the user’s default organization.
- Click on EF UCCX connector and press next on each of the following screens to complete the installation process.
- This setup will install “Expertflow CTI Configuration” in the selected Organization by clicking on CRM -> Settings -> Unified Service desk -> Configuration.
Verifying\Adding View field(s) ‘phone call’ entity
1. Click on CRM -> Settings -> Unified Service desk -> Action Call
2. Open Action Call Named ‘Adding Phone Call Activity -ManualOutBoundCall’. Call status field exists with the default name ‘new_callStatus’.
3. In order to make the sure field with name ‘callStatus’ exist in PhoneCall entity, click On Activities
4. Click on Phone Call
6. If the field does not exist. Create it with name callStatus (new_callStatus is complete name as new is the prefix. If the prefix is ‘hli’ then field name would be hli_callStatus & if the prefix is ‘kcb’ then field name would be kcb_callStatus.
*Note: It is not mandatory that field name would be callStatus but the field in phone call entity must be same as in function i-e Adding Phone Call Activity -ManualOutBoundCall)
Verifying\Adding View fields in quick search view
1. Click on Settings -> Customizations
6. In the ‘Add Find Columns view’ select the fields on which you want to search for match purpose & view on the screen.
7. Click on ‘OK’ after selecting the desired columns.
8. Repeat the Steps from 1-6 for ‘contact’ & ‘Lead’ entities as well.
9. When changes are done for required entities click on ‘Publish All Customizations’.
After completing the base server configurations, you need to apply additional manual configurations on MS CRM for adding users to “Expertflow CTI Configuration”, configure additional USD roles and permissions, and optionally apply SSO configuration.
2- Install EF Connector
Download EF Connector Installer
Follow this guide to install and configure EF Connector
3- Install USD Connector
Download & install Microsoft Dynamics Dynamics365.exe (32 bit) from Microsoft’s Website.
Download EF USD Connector and install on the same agent’s PC following the instructions below.
Steps for Installing USD Connector
Extract the downloaded archive using WinRAR or similar and run MS Dynamics CTI Connector.msi.
1. The installation process starts with the following screen:
Run the Unified Service Desk
For CRM on-premise select the ‘On-premises’ option
provide the CRM user credentials in order to log in to USD.
2. On the following screen
