Manage Features of Channel Integration Framework Version 2.0

The following features are available in version 2.0 of the Microsoft Dynamics Channel Integration Framework. They are not available in version 1.0.

Manage App Profiles

You can create Azure app profiles for the Omnichannel for Customer Service application using Microsoft Power Apps. App profiles create custom user experiences for different groups of users. You can configure them to display specific session templates, conversation channels, and productivity tools.

To manage app profiles, you must be assigned to the App Profile Manager Administrator role in Microsoft Power Apps. App profiles cannot be modified or deleted.

Create an App Profile

  1. Sign in to Microsoft Power Apps.

  2. Click Apps.

  3. Click the three dots near the Omnichannel for Customer Service app.

  4. Select App profile manager.

  5. Click App profiles in the App profile manager menu.

  6. Click +New profile.The New profile pane appears on the right.

  7. Give the app profile a Name and a Unique name. The Unique Name is a unique identifier that must be in the following format: prefix_name. An example would be CXone_appProfile. The Name will appear in the list of app profiles.

  8. Click Save.

Assign Users to an App Profile

Once you've created the app profile, you can assign users to it. If you don't assign a user to a specific app profile, the system assigns the account to the default out-of-the-box app profile. Each user can only be assigned to one app profile.

  1. Once you've signed in to Microsoft Power Apps, navigate to the app profile manager.

    1. ClickApps in the menu.

    2. Click the three dots.

    3. Select App profile manager.

  2. Open the app profile and click Assign users at the top.

  3. Click Add Existing User.

  4. Select a user to assign them to the app profile. You can search for users in the Lookup Records pane.

Configure the Omnichannel for Customer Service App

Omnichannel for Customer Service is an agent application native to Microsoft Dynamics. It allows agents to connect with customers across digital messaging channels in multiple sessions at once. You can connect the Omnichannel for Customer Service app to Channel Integration Framework version 2.0. You must purchase an additional license from Microsoft to use the Omnichannel for Customer Service app.

Complete each of these tasks in the order given.

Configure Channel Provider

  1. Sign in to Microsoft Power Apps.

  2. Click Apps in the menu.

  3. Click the three dots.

  4. Select App profile manager.

  5. Click Omnichannel Administration in the App profile manager menu.

  6. Click Channel Provider.

  7. Enter the details for your Channel Integration Framework. These are the same values you entered in step 5 of the Agent for Microsoft Dynamics installation process.

  8. Click Save.

Create an Application Tab for CXone

  1. Sign in to Microsoft Power Apps.

  2. Navigate to the app profile manager.

    1. ClickApps in the menu.

    2. Click the three dots.

    3. Select App profile manager.

  3. Click Customer Service Workspace in the App profile manager menu.

  4. Under Templates, select Application tabs.

  5. Create a new application tab:

    1. Click +New.

    2. Enter a Name and Unique Name for the application tab. The Unique Name is a unique identifier that must be in the following format: prefix_name. The Name will appear in the list of application tabs.

    3. Select Entity Record for the Page Type.

    4. Click Save.

Create a Session Template for CXone

  1. In the menu of the App profile manager, open the Customer Service Workspace drop-down.

  2. Under Templates, select Session templates.

  3. Create a new session template:

    1. Click +New.

    2. Give the session template a Name. For the Unique Name, enter CTI_createSession.

    3. Set the Type as Generic, the Title as {customer}, and the Communication panel mode as Docked.

    4. In the Anchor Tab field, select the application tab that you created in the previous section. This assigns the application tab to the session template.

    5. Click Save.

Create a Notification Template for CTI Inbound Call

  1. In the menu of the App profile manager, open the Customer Service Workspace drop-down.

  2. Under Templates, select Notifications.

  3. Create a new Notification Template:

    1. Click +New.

    2. Give the Notification Template a Name. For the Unique Name, enter CTI_inboundCallNotification.

    3. If you want to, you can customize the rest of the fields as needed.

    4. Click Save.

Launch the Omnichannel for Customer Service App

  1. Open the Dynamics 365 home page.

  2. Click Customer Service Hub at the top.

  3. In the Apps window, select Omnichannel for Customer Service.