Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 2.0)

Prerequisites

• Before continuing make sure the sign in is configured, Learn More

• Channel Integration Framework version 2.0 (CIF2) should be installed on your Dynamics 365 environment

• (Optional) To connect your AnywhereNow UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. to the WebAgent you also need the WebAgent Service, Learn More

Add an Active Channel Provider for CIF2

1. Navigate and login on Dynamics 365

2. Open the My Apps list.

   Select the Copilot Service Admin Center

   

3. Under Support experience click Workspaces. Then under ‘Third party voice channel provider’ click Manage.

   

4. Click on +NEW and fill in the properties as per below.

   • Name: AnywhereNow WebAgent

   • Unique Name: a365_webagent

   • Label: AnywhereNow WebAgent

   • Channel URL: https://webagent.anywhere365.io/?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

   • * When using a regional WebAgent, the regional URL must be entered here.

     Global:

     https://webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     NORA

     https://nora-cus-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     https://nora-cus-2-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     https://nora-cus-3-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     EMEA

     https://emea-weu-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     https://emea-weu-2-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     https://emea-weu-3-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     APAC

     https://apac-eas-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     https://apac-eas-2-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

     https://apac-eas-3-webagent.anywhere365.io?load-plugin=assets/plugins/load-dynamics-cif-v2.js&disableSessionSwitch

   • Enable Out Bound: Yes

   • Channel Order: 1

   • API Version: 2.0

   • Trusted Domain: https://webagent.anywhere365.io/

   • * When using a regional WebAgent, the regional URL must be entered here.

     Global:

     https://webagent.anywhere365.io

     NORA

     https://nora-cus-webagent.anywhere365.io

     https://nora-cus-2-webagent.anywhere365.io

     https://nora-cus-3-webagent.anywhere365.io

     EMEA

     https://emea-weu-webagent.anywhere365.io

     https://emea-weu-2-webagent.anywhere365.io

     https://emea-weu-3-webagent.anywhere365.io

     APAC

     https://apac-eas-webagent.anywhere365.io

     https://apac-eas-2-webagent.anywhere365.io

     https://apac-eas-3-webagent.anywhere365.io

   

   Save the configuration.

5. Go back to Workspaces and select Manage under Experience profiles

   

6. Click on + NEW and fill in the properties as per below.

   • Name: WebAgent profile

   • Unique name: a365_webagent_profile

   

   After creation, the profile will be opened automatically

7. Under Users, assign agents that will be using the WebAgent

8. Click Edit under Channel providers and select AnywhereNow WebAgent as the Third party voice channel provider.

   

Add WebAgent Application Tabs Templates

1. Navigate to Support experience > Workspaces > Application tab templates > Manage

2. Click on + NEW

   • Add WebAgentEntityRecord

     Name: WebAgentEntityRecord

     Unique Name: a365_webagententityrecord

     Title: {placeholder}

     Page Type: Entity Record

     Can close: Yes

   • Add WebAgentSearch

     Name: WebAgentSearch

     Unique Name: a365_webagentsearch

     Title: {customerName}

     Page Type: Search

     Can close: Yes

Add WebAgent Session Templates

1. Navigate to Support experience > Workspaces > Session templates > Manage

2. Click on +NEW

   • Add WebAgentSession

     Name: WebAgentSession

     Unique Name: a365_webagentsession

     Type: Generic

     Title: {customerName}

     Communication panel mode: Docked

     Anchor Tab: WebAgentSearch