WebAgent for Dynamics 365 Installation
Important
Only one integration can be active at a time: either CIF 1.0 or CIF 2.0.
Prerequisites
Licensing prerequisites
To use the embedded WebAgent, you need:
- A valid WebAgent license.
- An entitlement to embed WebAgent in your Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. application. This may be included in your subscription or provided through PUL20, WebAgent add-on: CRM Embedded.
Contact your AnywhereNow representative if you are unsure whether your subscription includes CRM embedding.
Configuration prerequisites
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For CIF 1.0
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Use CIF 1.0 for single-session Dynamics 365 model-driven apps, such as Dynamics 365 Customer Service, Sales, Project Service, and Field Service. If the customer needs multi-session experiences such as Omnichannel for Customer Service or Copilot Service workspace, use Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 2.0) and review the CIF 2.0 licensing prerequisites.
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To connect your Dialogue Cloud 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, see: Install WebAgent Service
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Ask your AnywhereNow representative to enable the corresponding CTI plugin for your WebAgent environment before using this integration.
Validation Steps:
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Open your browser.
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Access the development tools by pressing F12.
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Switch to the Network tab.
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Navigate to the WebAgent and sign in with your user credentials.
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In the filter, search for
dynamics.optimized.plugin.js.
Verification:
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If you see
dynamics.optimized.plugin.jsin the list, the plugin is active. -
If not, contact your AnywhereNow representative for assistance.
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For CIF 2.0
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Channel Integration Framework version 2.0 (CIF2) should be installed on your Dynamics 365 environment
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Confirm the customer is licensed for Dynamics 365 Customer Service Enterprise before choosing CIF 2.0. CIF 2.0 depends on the multi-session capability, which is not available with Dynamics 365 Customer Service Professional. For details, see System requirements for Dynamics 365 Channel Integration Framework 2.0 and Customer Service Pricing.
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(Optional) To connect your Dialogue Cloud UCC to the WebAgent you also need the WebAgent Service, Learn More
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Ask your AnywhereNow representative to enable the corresponding CTI plugin for your WebAgent environment before using this integration.
Validation Steps:
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Open your browser.
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Access the development tools by pressing F12.
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Switch to the Network tab.
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Navigate to the WebAgent and sign in with your user credentials.
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In the filter, search for
dynamicsv2.plugin.js.
Verification:
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If you see
dynamicsv2.plugin.jsin the list, the plugin is active. -
If not, contact your AnywhereNow representative for assistance.
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Installation
Select the version of the Dynamics 365 Channel Integration Framework you are using: