What's new in the 8x8 Contact Center integration for Microsoft Dynamics?

In this release, we are introducing the following enhancements for the 8x8 integration for Microsoft Dynamics:

8x8 integration support for Microsoft Dynamics Unified Interface

The updated 8x8 integration for Microsoft Dynamics supports the existing functionality in the Unified Interface. To use the 8x8 app with the new Microsoft Dynamics Unified Interface, the admin must download the latest integration package for Microsoft Dynamics (version 0.3.6).

To confirm that you are using the Unified Interface:

  • Look at the label listed on the apps:
    • UNIFIED INTERFACE: Displays for Unified Interface applications.
    • WEB: Displays for the Web Client Interface applications.

  • Open an app and look for “appid=” in the URL. Only the Unified Interface displays the app ID in the URL.
    Example:
    https://8x8inc.crm.dynamics.com/main.aspx?appid=812e345f-67c0-ec12-345e-000d1a2cd345&pagetype=entitylist&etn=account&viewid=00000000-0000-0000-00aa-000010001001&viewType=1309

Log in to 8x8 Contact Center using Single Sign-On

8x8 Contact Center integration for Microsoft Dynamics now supports SAML Single Sign-On (SSO) functionality. SSO login allows agents to sign in to 8x8 Contact Center app without needing an extra set of credentials. Click here to learn more.

Support for the Lead object

8x8 Contact Center for Microsoft Dynamics now supports searching for the Lead object. When Lead is enabled, upon receiving a call from an existing lead, the app now searches lead records and screen pops the information in a separate tab. By default, the Lead option is turned off. Agents can enable/disable CRM search for Lead records from the 8x8 app.

To enable/disable CRM search for the Lead object:

  1. Log in to your Microsoft Dynamics integration account.
  2. If required, open the desired app

Note: This step is only required when you first log in to your account, or after clearing your browser’s cache.

  1. On the top left corner of your home screen, click . The 8x8 app opens in a floating window.

Note: Ensure that your browser allows pop-ups from 8x8.

  1. At the prompt, enter your credentials.
  2. On the 8x8 app, click the setting icon from the top right side of the floating window.
  3. Select Integrations > MS Dynamics , and from the Search Types section, click the toggle switch for Lead to enable/disable the object.

When enabled, the CRM searches for existing Lead objects during calls.