Get started with Virtual Office for Microsoft Dynamics

Once you have access to Virtual Office for Microsoft Dynamics, you can launch the application and tour the interface.

Log in

You can log in using your 8x8 assigned username and password, or, if enabled by the admin, using Single Sign-On.

Single Sign-On log in

The 8x8 integration for Microsoft Dynamics now supports SAML Single Sign-On (SSO).

Note: SSO is only available if configured by your admin.

To log in to the 8x8 integration using Single Sign-On:

  1. Log in to your Microsoft Dynamics 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 integration app opens in a floating window.

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

  1. At the prompt, add your user name, then click Continue.
  2. Click Login with Organization.

Since you already added your login credentials in Microsoft Dynamics, you are automatically logged in to the 8x8 integration app.

Manual log in

If the admin has not configured SSO log in, follow the instructions below:

To manually log in to Virtual Office for Microsoft Dynamics:

  1. Log in to your Microsoft Dynamics account.
  2. On the top left corner of your home screen, click .
  3. The application launches in a floating browser window.
  4. At the prompt, enter your user ID and password to log in to the 8x8 Virtual Office app. Consult your supervisor for credentials.

Note: Multiple invalid login attempts may lock you out.

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

Tour the interface

The Virtual Office for Microsoft Dynamics interface consists of a navigation menu with the following menu items:

  • From the Work tab, you can access the following options:
    • Phone : Access your dial pad, view your active calls, and take notes to log calls.
    • Call log : Access all historic inbound and outbound calls to the extension. From here, you can also access notes that you have created for each of your calls in Microsoft Dynamics.
    • Contacts : Access contacts from Microsoft Dynamics and the 8x8 integration app contact directory.
    • More : Click to access the option to log out of the integration.

  • From the Search tab, you can search for contacts from the Microsoft Dynamics or 8x8 integration app contact directory, assign contacts to active calls with unknown numbers, or with numbers that have multiple contact matches.

  • From Settings , you can customize your app as follows:

    • Integrations > MS Dynamics: Manage your Microsoft Dynamics integration settings for call logging and screen pop. The following options are available:

      • Auto call log: When enabled, this option automatically generates a call log. A call log includes information about the time a call was initiated, terminated, duration, and more. This option is enabled by default.
      • Auto single match record pop: This option controls the screen pop behavior for single match records. When enabled, the browser pops the call record details in a new browser tab so the agent can preview and prepare for the call. This option is enabled by default.
      • Call log pop: This option controls the call log pop behavior after terminating a call. When enabled, upon ending a call, the call log pops in a new browser tab. The call log typically includes information on the call initiation time, call termination time, call duration, call ID, direction, caller name, etc. This option is enabled by default.
      • Auto multi match record pop: This option controls the screen pop behavior for multiple matched records. When enabled, the browser pops the call record details for the first match in a new browser tab. You can select to match the call to another user from the Search tab. Click next to the desired record to view the details. By default, this option is disabled.
      • Account: Enable this option to allow the integration to search for an existing account record. This option is enabled by default.
      • Contact:Enable this option to allow the integration to search for an existing contact record. This option is enabled by default.
      • Lead: Enable this option to allow the integration to search for an existing lead record. This option is disabled by default.
      • Case: This option is only supported for Microsoft Dynamics Customer Service. Enable this option to allow the integration to search for an existing case record. This option is disabled by default.
    • Locale: Displays the language of the application.
    • Report a Problem: If you encounter problems with the app, report the problem by giving us some information. It sends an automatic log to the 8x8 support team.

    • Advanced: Reset the panel to clear call history and end your 8x8 session.

    • About: View details on your user extension and the app.

Enable searching for objects

The 8x8 integration for Microsoft Dynamics supports searching for the following objects:

  • Account
  • Contact
  • Lead
  • Case (only supported for Microsoft Dynamics Customer Service)

By default, searching for the Case and the Lead object is turned off.

To enable/disable CRM search for an object:

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

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

  3. Click the icon located at the top left corner of your home screen. The 8x8 app launches in a floating window.

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

  4. At the prompt, enter your credentials.
  5. On the 8x8 app, click the settings icon from the top right side of the floating window.
  6. Select Integrations > MS Dynamics, and from the Search Types section, click the toggle switch next to the desired object to enable/disable it.

    7. When enabled, the CRM searches for an existing object during calls.

Access contacts

From the Contacts tab, browse or search for contacts from your Virtual Office contact directory and/or Microsoft Dynamics to make calls. Simply hover over the desired contact, and click the icon to call.

Log out

To log out the application:

  1. Click on the top-right corner of the app
  2. Click Logout to log out of the Virtual Office app.