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WebAgent for Dynamics365 CIF v2.0 Actions and behaviors

Note

Additional AnywhereNow WebAgent and CTI Integration license required.

Introduction

The below overview of the CIF v2.0 Entities and Actions available with the WebAgent for Dynamics365.

Dynamics CIF v2.0 entities

Below an overview of the entities that are used in the Dynamics365 CTI plugin:

  • Account
  • Case
  • Contact
  • Lead
  • Opportunity
  • Phonecall
  • Email
  • Task

  • Used for:

    • Search

    • Form

  • Used field(s):

    • telephone1

    • telephone2

    • emailaddress1

  • Used for:

    • Search

    • Create

    • Form

  • Used field(s):

    • description

    • emailaddress

    • caseorigincode

    • title

  • Used for:

    • Search

    • Form

  • Used field(s):

    • telephone1

    • telephone2

    • mobilephone

    • emailaddress1

    • firstname

    • lastname

  • Used for:

    • Search

    • Form

  • Used field(s):

    • telephone1

    • telephone2

    • emailaddress1

    • firstname

    • lastname

  • Used for:

    • Search

    • Form

  • Used field(s):

    • description

    • emailaddress

  • Actions:

    • Create

    • Update

    • Delete

  • Used field(s):

    • subject

    • directioncode

    • phonenumber

    • phonecall_activity_parties

    • statecode

    • actualstart

    • regardingojectid_incident

    • activityadditionalparams

  • Actions:

    • Create

    • Update

    • Delete

  • Used field(s):

    • subject

    • description

    • directioncode

    • email_activity_parties

    • sender

    • torecipients

    • statecode

    • actualstart

    • regardingobjectid_incident

    • actualdurationminutes

    • activityadditionalparams

  • Actions:

    • Create

    • Update

    • Delete

  • Used field(s):

    • subject

    • description

    • task_activity_parties

    • statecode

    • actualstart

    • regardingobjectid_incident

    • actualdurationminutes

    • activityadditionalparams

Search and open form Behavior

When getting a conversation the CTI plugin will search for entities to display.

The entity can be set drop down in the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Settings, see: CRM Button bar

When to search

The timing can be configured via the setting "Search after accepting conversation":

  • Enabled = Only search after accepting a hunt.

  • Disabled = Search when a conversation offered. (hunt)

One entity found

When a single contact is found it will automatically populate a page.

The behavior for this can be configured via the setting "Single match: pop":

  • Enabled = When a single contact is found and setting is enabled, you can select which page to open:

    • Detail page

    • Activity page

  • Disabled = Do nothing when single contact is found.

Multiple entities found

When multiple entities are found it will automatically populate the search page with the results. From here you can select the desired entity and link the conversation.

The behavior for this can be configured via the setting "Multiple matches: Pop Details":

  • Enabled = When multiple entities are found, populate the search page.

  • Disabled = Do nothing when multiple entities is found.

No entity found

When no match is found it will automatically open a create new page.

The behavior for this can be configured via the setting "No Match: Pop page to create a new":

  • Enabled = When no match contact is found.

  • Disabled = Do nothing when no contact is found.