Set up 8x8 integration with Microsoft Dynamics

To download the 8x8 integration package:

1. Log in to Microsoft Dynamics as an administrator.
   
2. Navigate to Settings > Advanced Settings > Settings > Solutions.
3. Click Get Solutions from Marketplace on the top menu.
4. Search for the 8x8 Integration for Microsoft Dynamics 365 app.
5. Click Get It Now.
6. Select an instance or Dynamics 365 organization to add the 8x8 solution to.
7. Review the legal terms, select the check boxes to accept the terms, then click Install.
   
8. To complete the installation process:
1. As a new integration user, click Publish All Customizations. The integration package displays in the list of solutions.
   
2. As a current user with a previous version of the integration package already installed:
   1. Locate the integration package for the app on the Power Platform admin center page, and from the Status column, click on Update available.
      
      
   2. Select the check-box to agree to the terms of service, and click Update.
      
      

   3. When the update is complete, click Publish All Customizations.
      The integration package appears in the list of solutions.

When you download the 8x8 integration package, the package points to the 8x8 Contact Center cluster by default. You must configure the team members in Microsoft Dynamics, and then customize the package for 8x8 Contact Center users, or Virtual Office (also known as 8x8 Work) users, or both:

To configure teams in Microsoft Dynamics:

1. Log in to your Microsoft Dynamics account.
2. Go to Settings > Advanced Settings > Settings > Security > Teams.
3. Click the +New tab.
4. In the Team Name field, type a relevant team name.
5. In the Administrator field, add the unique identifier of the primary user responsible for the team. You can also click to select an ID from the record list.
6. Click the save icon from the bottom right corner of the page.
7. From the Team members section, click to add a user.
8. In the search field that displays, type the user name and:
• press Enter on your keyboard.

-OR-

• click to search for the user.

If the search finds a match for the user name, it displays the user info.

9. Select the user from the search result list to make them a team member.
10. Click the save icon .
    

 

To create a custom solution for 8x8 Contact Center users:

1. In Microsoft Dynamics, go to Settings > Advanced Settings > Solutions.
2. Click the New button.
3. Enter a Display Name such as My 8x8 Custom Package.
   The Name field value is also populated as the display name.

   Note: A Microsoft Dynamics limitation prevents you to start the name with a number. If you must start with a number, edit the name field to start with an alphabet letter instead of a number, such as My8x8CustomPackage.
   

4. Select the default Publisher for your organization from the list. The publisher belongs to your organization and is created when the admin creates a domain. For example, the default publisher for AcmeJets is created when the admin creates https://AcmeJets.crm.dynamics.com.
5. Enter a Version number such as 1.0.0.0.
6. Click Save.
   
   The custom solution, 8x8 Custom Package, appears in the list of solutions of your Microsoft Dynamics.
7. While in the Information window, open Components.
8. Select Add Existing on the top horizontal menu.
9. Select Web Resource from the list.
10. Select new_config and click OK.
    
11. Double-click new_config. It opens the web resources window.
    

12. Click Text Editor to edit the content.

    To integrate Microsoft Dynamics with regular VCC tenants, you are only required to update the highlighted (bolded) part of the code as shown in the following example. Keep the rest of the code in your configuration file as is:

    Important: Enter your VCC cluster and leave the highlighted (bolded) code line uncommented.

    // Team configuration: Use VO_TEAM and VCC_TEAM only if VO & VCC both needed. otherwise, leave it empty

    var VO_TEAM = [];

    var VCC_TEAM = [];

    // Application type and cluster configuration

    var DEFAULT_COMMUNICATION_PANEL_SETUP = "VCC";

    var CLUSTER = "vcc-na4";

    VCC mode, find the info from Config Manager.

    var MODE = '1';

    // Use VCC regular tenant VS VOVCC tenant

    var VCC_DOMAIN = "https://" + CLUSTER +".8x8.com";

    //var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER;

    

    To integrate Microsoft Dynamics with VCC tenants using 8x8 Unified Login or 8x8 Unified Login with Virtual Office, you are only required to update the highlighted (bolded) part of the code as shown in the following example. Keep the rest of the code in your configuration file as is:

    Important: Leave the highlighted (bolded) code line uncommented.
    

    // Team configuration: Use VO_TEAM and VCC_TEAM only if VO & VCC both needed. otherwise, leave it empty

    var VO_TEAM = [];

    var VCC_TEAM = [];

    // Application type and cluster configuration

    var DEFAULT_COMMUNICATION_PANEL_SETUP = "VCC";

    var CLUSTER = "vcc-na4";

    VCC mode, find the info from Config Manager.

    var MODE = '3';

    // Use VCC regular tenant VS VOVCC tenant

    //var VCC_DOMAIN = "https://" + CLUSTER +".8x8.com";

    var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER;

    Note: If a customer is on an na6 cluster and a mode 3 tenant, the domain is https://sso.8x8.com/login/vcc instead of https://sso.8x8.com/login/vcc-na6.

    
    To learn more about 8x8 Contact Center platform URLs, see our Platform URL guide.

    To integrate Microsoft Dynamics with Virtual Office:

    Important: You are only required to update the highlighted (bolded) part of the code. Keep the rest of the code in your configuration file as is.

    // Team configuration: Use VO_TEAM and VCC_TEAM only if VO & VCC both needed. otherwise, leave it empty

    var VO_TEAM = [];

    var VCC_TEAM = [];

    // Application type and cluster configuration

    var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO";

    var CLUSTER = "vcc-na4";

    // VCC mode, find the info from Config Manager.

    var MODE = '3';

    // Use VCC regular tenant VS VOVCC tenant

    //var VCC_DOMAIN = "https://" + CLUSTER +".8x8.com";

    var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER;

    

    To integrate Microsoft Dynamics with 8x8 Contact Center and Virtual Office:

    Important: You are only required to update the highlighted (bolded) part of the code. Keep the rest of the code in your configuration file as is.

    Determine the primary application of the tenant used by most employees and then specify the teams who are the exceptions. For example, let’s assume all AcmeJets employees use 8x8 Virtual Office except the Sales team who uses both Virtual Office and 8x8 Contact Center. Designate Virtual Office as the default application of the tenant and add the Sales team as the 8x8 Contact Center user. See the example code below:

    // Team configuration: Use VO_TEAM and VCC_TEAM only if VO & VCC both needed. otherwise, leave it empty

    var VO_TEAM = [];

    var VCC_TEAM = ["Sales"];

    // Application type and cluster configuration

    var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO";

    var CLUSTER = "vcc-na1";

    // VCC mode, find the info from Config Manager.

    var MODE = '3';

    // Use VCC regular tenant VS VOVCC tenant

    //var VCC_DOMAIN = "https://" + CLUSTER +".8x8.com";

    var VCC_DOMAIN = "https://sso.8x8.com/login/" +CLUSTER;
    

    Note: If a customer is on an na6 cluster and a mode 3 tenant, the domain is https://sso.8x8.com/login/vcc instead of https://sso.8x8.com/login/vcc-na6.

    

13. Click OK.
14. Click Save.
15. Click Publish All Customizations and then close the window.
    
16. Refresh the page to see the in Microsoft Dynamics application.

    Double-click icon on the left corner of Microsoft Dynamics to open 8x8 Agent Console. Enter your credentials as an agent and log in.
    
    

With click-to-dial capability, you can simply click phone numbers within the Microsoft Dynamics records and initiate calls via the 8x8 Contact Center for Microsoft Dynamics or Virtual Office for Microsoft Dynamics. Agents can click the phone field to make a call. Customize the contact form in Microsoft Dynamics, save your changes, and publish to see the click-to-dial capability. This feature is also available for any other object with a phone field.

To set up click-to-dial:

1. Log in to Microsoft Dynamics.
2. Open Settings > Customizations and click Customize the system.
3. Go to Components > Entities > Contact > Forms.

4. In the active forms list, click to open the Contact form, and start making changes:
   

   1. In the Contact form, double-click the CONTACT INFORMATION window.
   2. In the Section Properties window, go to the Formatting tab.
      
      
   3. Select Two Columns for the field layout. This option stretches the field box across two columns.
      
   4. Click OK to close the section window.
   5. Double-click each field individually, except the Business and Mobile phone fields, go to the Formatting tab and select Two columns.

      Note: Keep the Business and Mobile phone fields as One column. It leaves enough room for the click-to-dial icon.

5. In the Insert tab on top of the page:
   

   1. Click Web Resource in the horizontal menu.
   2. In the General tab, select new_clicktodialform for web resource.

   3. Enter a designated Name such as telephone1. The Label field is populated with the exact name. The click-to-dial label must be unique within each entity. Use the label mapping below for your convenience:

      Entity	Entity Field	Click to Dial Label
      Contact	Business Phone	telephone1
      Contact	Mobile Phone	mobilephone
      Account	Phone	telephone1
      Lead	Business Phone	telephone1
      Lead	Mobile Phone	mobilephone

   4. Go to the Formatting tab and select layout as One column. It creates space for click-to-dial icon.
   5. Enter 1 for the Number of Rows.
   6. Click OK.
      The new click-to-dial icon appears in the form. Drag and drop this field to the second column of the phone field .
6. Go back to the Home tab on top of the page:
   1. Click Save.
   2. Click Publish and close the contact form.
7. Open your Contacts in Microsoft Dynamics and click any contact to see the changes.
   A phone icon appears next to phone field indicating the click-to-dial capability. Click the phone number to establish a call from within the contact.
8. Repeat this procedure for other fields with a phone number to set up the click-to-dial functionality.