Configuration with Channel Integration Framework (CIF) version 2.0

Procedure to configure the Adapter with CIF V2.0.

Introducation

If you have already installed the Gplus Adapter, the following procedure explains how to configure the Microsoft Dynamics 365 Channel Integration Framework (CIF) application version 2.0.

Important

The Gplus Adapter equally works with Customer Service workspace and Omnichannel for Customer Service.

Important

Since most users have the Customer Service workspace, this manual will mainly refer to it as standard. However, the two applications’ configuration is exactly the same.

Important

Before proceeding with the following steps, make sure your Microsoft Dynamics 365 has been configured with Channel Integration Framework (CIF) version 2.0. If it has not, comply with the following external page's indications: How to get Dynamics 365 Channel Integration Framework.

• Navigate to the Make Power Apps website and log in with the same system administrator’s credentials.
• In the upper right, set the environment where you want to enable the Adapter.
• Select Apps in the left-hand menu.
• Click the three-dot icon next to Customer Service workspace and choose App profile manager from the menu.

Important

If both Customer Service workspace and Omnichannel for Customer Service are enabled, both will be listed. All links available in the related drop-down menus will lead to the same URLs because the set-up procedure is exactly the same.

• Click App profiles in the left-hand menu, then + New profile.

• Fill the form displayed on the right as follows, the click Save:
  • Name: any name
  • Unique name: <prefix>_anyname

Important

<prefix> is an example of how the profile can be named. When filling out the Unique name field, you have to replace <prefix> with your organization name.

• Click the new profile to open it and select the Channels tab.
• Click + Add channel providers in the Voice channel providers box, then select Create a new channel provider in Unified Interface, which will open in a new tab.

Important

A box might appear and invite you, once you are done in the Unified Interface, to return to the profile created and complete the setup.

• Provide the following parameters:
  • Name: any name
  • Unique Name: <prefix>_anyname
  • Label: Gplus Adapter for MS Dynamics 365
  • Channel URL: https://<DynamicsDomain>/webresources/softphon_CIFWWEv2.html
  • Enable Outbound Communication: Yes/No
  • Channel Order: 1
  • API Version: 2.0
  • Trusted Domain:
  • Custom Parameters: {"InstanceURL": <Engage Cloud Instance URL>, "Logo": "/webresources/softphon_microsoft.png", "Width": 470}
  • Enable Analytics: Yes/No

Important

<prefix> is an example of how the profile can be named. When filling out the Unique name field, you have to replace <prefix> with your organization name.

Important

When filling out the Channel URL field, you have to replace <DynamicsDomain> with your own Microsoft Dynamics 365 domain.

Important

When filling out the Custom Parameters field, you have to replace <EngageCloudinstanceURL> with your own (for example "https://gwa-usw4.genesyscloud.com/ui/wwe/api.js"). Please not that it is important to include the full path to api.js toolkit api javascript library.

• Save and go back to App Profiles in Power Apps.
• Click again + Add channel providers in the Voice channel providers box, then start typing your provider's name and it will be displayed. Click it and it will automatically be saved.

Assigning users to the new provider

While previously one could choose a security role for each user, now you have to assign specific users to the provider you have just created:

• Click Assign users on the upper menu. The Unified Interface will open in a new tab.

• Select Add Existing User and leverage the lookup function to select them, then click Add. All selected users will be displayed in the App profile’s General tab.

Important

When users open the Customer Service workspace (or Omnichannel for Customer Service), the system verifies if they have a specific App profile. If so, it will check to which provider it is associated and will display the Gplus Adapter for Microsoft Dynamics 365.

Configuring logo and menu buttons

The following procedure explains how to configure the softphon_iwsconfigCIFWWEv2.js JavaScript file:

• Select the Web Resources Zip File (GplusD365forCIF.zip).
• Open softphon_iwsconfigCIFWWEv2.js:

var params = {
context: this,
integrationType: "wwe",
layoutType: "widget",
stylePath: "/webresources/softphon_wwe_mainstyle.css",
instance: window.Softphone.InstanceURL,
layoutPath: "/webresources/softphon_wwe_mainui.html",
branding: window.Softphone.Logo,
plugins: [
{ path: "/webresources/softphon_wwe_mainui.js",
className: "mainui",
objectName: "mainui",
parameters: { "topView": "CommunicatorView"}
},
{ path: "/webresources/softphon_wwe_interactionbar.js",
className: "interactionbar",
objectName: "interactionbar",
parameters: { "TOOLTIP": { "voice": "callType,direction,call.state,call.phoneNumber"} }
}
]
};log.setLogLevel(enumloglevel.debug);
$(document).ready(function(){
iwscore.initCTI(params);
iwscore.enableCTI();
});

Key	Value	Description
branding	default: window.Softphone.Logo possible value: any valid logo web resources (for example "/webresources/softphone_microsoft.png")	default: logo is retrieved from CIF configuration possible value: path where the file name is stored
topView	default: CommunicatorView possible value: CommunicatorView, PerformanceTrackerView	possibility to visualize menu buttons outside the list menu

If you are interested in screen pop configuration, check Screen pops configuration.

Importing Configuration Data

In the configuration with the Channel Integration Framework (CIF) version 2.0, JavaScript files are not enough: the Gplus Adapter also needs the Configuration Data offered by Microsoft (Session templates and Application tabs) required by users to design the desired graphic interface.

Import the following package through the Data Migration Utility Tool:

• GplusD365forCIF_USD_9_0_003_00_ConfigurationData.

Once you have imported the package, the Tool will create Application tabs under the Active Session Templates.

Important

To install or download the Data Migration Utility Tool, follow the indications provided at the following external page: Download tools from NuGet.

Once you have imported the package, the Tool will create Application tabs under the Active Session Templates.