Configure correlation ID formatting for Dynamics 365

Use the format-correlationid URL parameter to control how correlation IDs are written to your CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. system.

Prerequisites

• Administrator access to your CRM’s CTI configuration.
• The WebAgent URL for the CTI integration.

Procedure

1. Open your CRM and navigate to the CTI integration settings.
2. In the WebAgent URL field, append the format-correlationid parameter.
   

   Note

   Use the & character instead of ? when format-correlationid is not the first URL parameter.

3. Specify one or more formatting types, separated by commas:
   • alphanumeric — removes all characters except a-z and 0-9
   • lowercase — converts the correlation ID to lowercase
   • uppercase — converts the correlation ID to uppercase
4. Select Save (or the equivalent action in your CRM).
5. Initiate a test call or chat and verify that the correlation ID appears in the expected format in the CRM.

Example

https://webagent.anywhere365.io/?format-correlationid=alphanumeric,uppercase            

Result

The value 2d437934-4453-41a4-82c1-f21c30ccfb3d is transformed to 2D437934445341A482C1F21C30CCFB3D before being sent to the CRM.