Add the Agent Application to Microsoft Dynamics

Microsoft Dynamics has released version 2.0 of Channel Integration Framework. You can manage additional features and functionality with version 2.0.

Requirements

Your Dynamics system must meet the following requirements to integrate with the agent application:

Any necessary licenses required by Microsoft Dynamics.
Microsoft Dynamics 2016 or later (version 8 or later).
Accessibility via TCP port 443 (https) to the NICE CXone Cloud.

A dedicated administrator service account (API user), which you can set on the Company Settings page in the CXone Console. Instructions are in the following section.

Learn more about the API user:

Agent for Microsoft Dynamics uses Microsoft Graph APIs to integrate with Microsoft Dynamics. These APIs require the correct permissions per specific instance. As CXone uses a server side connection and not the Channel integration framework to request data, Agent for Microsoft Dynamics must have a user in Dynamics with the correct permissions to access these resources. For example, POST, search, and query requires:

Permissions

Permission Type	Permissions
Delegated (work or school account)	(From least to most privileged) Mail.Read, Calendars.Read, Files.Read.All, Sites.Read.All, ExternalItem.Read.All

Permission Type

Permissions

Delegated (work or school account)

(From least to most privileged)

Mail.Read, Calendars.Read, Files.Read.All, Sites.Read.All, ExternalItem.Read.All

Request Headers

Name	Description
Authorization	Bearer {token}.Required
Content-type	application/json.Required

This user must have the following field permissions:

Field	Required Permissions
systemuserid	Read
fullname	Read
internalemailaddress	Read
domainname	Read

Account Permissions

Field	Required Permissions
accountid	Read
name	Read / Write
ownerid	Read / Write
emailaddress1	Read / Write
telephone1	Read / Write
telephone2	Read / Write
telephone3	Read / Write
description	Read
parentaccountid	Read / Write
parententityid	Read / Write
createdon	Read
statuscode	Read / Write
statecode	Read / Write

Contact Permissions

Field	Required Permissions
contactid	Read
parentcustomerid	Read / Write
fullname	Read / Write
firstname	Read / Write
lastname	Read / Write
ownerid	Read / Write
emailaddress1	Read / Write
mobilephone	Read / Write
telephone1	Read / Write
telephone2	Read / Write
telephone3	Read / Write
description	Read
statuscode	Read / Write
statecode	Read / Write
createdon	Read

Lead Permissions

Field	Required Permissions
leadid	Read
firstname	Read / Write
lastname	Read / Write
ownerid	Read / Write
emailaddress1	Read / Write
mobilephone	Read / Write
telephone1	Read / Write
telephone2	Read / Write
telephone3	Read / Write
companyname	Read / Write
statuscode	Read / Write
statecode	Read / Write
createdon	Read
parentaccountid	Read / Write
description	Read

Phone Call Permissions

Field	Required Permissions
activityid	Read
subject	Read / Write
description	Read / Write
phonenumber	Read / Write
scheduledstart	Read / Write
scheduledend	Read / Write
directioncode	Read / Write
actualdurationminutes	Read / Write
regardinobjectid	Read / Write
ownerid	Read / Write
statecode	Read / Write
statuscode	Read / Write
to	Read / Write
from	Read / Write

Field	Required Permissions
activityid	Read / Write
statecode	Read / Write
statuscode	Read / Write

Task Permissions

Field	Required Permissions
activityid	Read
subject	Read / Write
description	Read / Write
activitytypecode	Read / Write
ownerid	Read / Write
regardingobjectid	Read / Write
scheduledstart	Read / Write
scheduledend	Read / Write
regardingobjectid	Read / Write
createdon	Read

Opportunity Permissions

Field	Required Permissions
opportunityid	Read
name	Read
ownerid	Read
actualclosedate	Read
stepname	Read
parentaccountid	Read
parentcontactid	Read
estimatedvalue	Read
closeprobability	Read
actualvalue	Read
createdon	Read
statecode	Read
statuscode	Read

Case Permissions

Field	Required Permissions
incidentid	Read
name	Read
primarycontactid	Read
ownerid	Read
customerid	Read
ticketnumber	Read
title	Read
description	Read
severitycode	Read
isescalated	Read
createdon	Read
prioritycode	Read
statecode	Read
statuscode	Read

Connect Dynamics to your CXone Environment

This task is performed on the Company Settings page in the CXone Console.

In the CXone Console, click the Company Settings tab.
Click the CRM tab.
Select Microsoft Dynamics in the first drop-down.
Select the authentication methods for the administrator user account. You can choose between administrator credentials or Oauth.
- Administrator Credentials — enter the Hostname for your Dynamics instance, and the Username and Password for the designated service user account.
- Oauth — ensure that you are already authenticated with Dynamics with the desired administrator service user account, then follow the prompts on screen to connect.
Click Save. CXone will test the connection and display a notification for the result.
While still within the Company Settings tab, click the Phone System tab.
If NICE CXone is not already selected in the first drop-down, select it.
Select User Hub in the Authentication Type field.
Enter the Access Key ID that your implementation representative provided you.
Enter the Access Secret that your implementation representative provided you.
Enter the appropriate URL for your Authentication Host. Contact your representative for more information. You must enter one of the following URLs based on your region:
- na1.nice-incontact.com
- eu1.niceincontact.com
- au1.nice-incontact.com
- uk1.niceincontact.com
- ca1.niceincontact.com
Click Save.

Install the Application

In Microsoft Dynamics, confirm that you have the Channel Integration Framework installed - it will be listed under My Apps, or you can search for it in the Search My Apps field. If the Channel Integration Framework is not listed as a published app, you must first install it.

If you have not yet installed the Channel Integration Framework:
1. Select the down-chevron beside Dynamics 365 and click Get more apps at the bottom of the side-bar to open AppSource.
2. Search for Channel Integration Framework.
3. Click Get it Now at the bottom of the Dynamics 365 Channel Integration Framework card.
4. On the overview page, click Get it Now once again and agree to the terms and conditions. After agreeing to the terms and conditions, the app will automatically begin installing.
If you're installing Channel Integration Framework version 2.0, assign yourself the Manager Administrator app profile:
1. Sign in to Microsoft Power Apps.
2. Navigate to the app profile manager:
  1. Click Apps in the menu.
  2. Click the three dots.
  3. Select App profile manager.
3. Open the Manager Administrator app profile.
4. Click Assign Users.
5. Click Add Existing Users.
6. Select your name and click Add to assign yourself to the Manager Administrator app profile.
7. Return to Dynamics 365.
Click the down-chevron beside Dynamics 365, then select Channel Integration Framework.
Click New in the Active Channel Providers toolbar.
Configure the required fields of the Channel Provider Configuration details:
1. Give the channel provider a Name and a Label. The name will display in the header of the agent application, and the label is additional explanation of the application.
2. Enter the Channel URL. This URL contains 2 components that are connected by a ?base= parameter. The 2 components are:
  - Application URL = https://app-crm.niceincontact.com/dynamics.html (given to you by the NICE CXone implementation team).
  - Base URL = The base URL for your specific instance of Microsoft Dynamics, for example: https://sherlock-investigations.dynamics.com.
  An example of a full channel URL would be: https://app-crm.niceincontact.com/dynamics.html?base=https://sherlock-investigations.dynamics.com.
3. Select Yes for Enable Outbound Communication.
4. Enter 1 for Channel Order.
You can customize the width of the application window in the Custom Parameters field. The default is 400 pixels. You can set a different width by typing width=<number of pixels>.
In the Select Unified Interface Apps for the Channel section, select which apps within Microsoft Dynamics in which you want the agent application to appear.
You can select which roles will be able to use the application in the Select the Roles for the Channel section.
Click Save.

Configure Cookies and Flags

Users may have custom browser settings that could create issues. To avoid this, the settings configured in this section ensure that Agent for Microsoft Dynamics functions correctly. Note: Agent for Microsoft Dynamics is supported in multiple browsers, which also have multiple versions. Therefore, the following sections explain generic instructions.

Clear the browser's cache:
This is done in the browser Settings or Options, usually in the Privacy and Security section or Advanced Settings. If the browser provides a time range, select all time.
Be sure to select Browsing History, Cookies and Site Data, and Cached Images and Files when clearing the cache. Your browser may provide a list of different cached items to clear.
Allow cookies for CXone and Microsoft Dynamics:
The browser allows you to specify how cookies are handled on specific sites. In this step, you must allow cxone.com and dynamics.com to accept cookies. Browsers handle this in different settings locations:
- Google Chrome — In the Privacy and Security section, navigate to the Cookies and other site data section. Add [*.]cxone.com and [*.]dynamics.com to the list of sites that can always use cookies.
- Microsoft Edge — In the Cookies and Site Permissions section, add [*.]cxone.com and [*.]dynamics.com to the Allow category.
- Mozilla Firefox — In the Cookies and Site Data section, you can manage exceptions. Add cxone.com and dynamics.com to the exceptions list.
If you are configuring Google Chrome, disable the necessary Chrome flags:
1. In the Chrome search bar, enter chrome://flags.
2. Disable SameSite by default cookies.
3. Disable crossOriginIsolated.
4. Relaunch Chrome.

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