Integrating Microsoft Dynamics

OneContact fully integrates with Microsft Dynamics CRM, allowing audio, video, chat and email interactions where you can access customer information from Dynamics database.

To integrate Microsoft Dynamics in Nubitalk you must complete the following steps:

  1. Install and Configure the Microsoft Dynamics solution
  2. Configure Nubitalk campaigns to use Microsft Dynamics
  3. Use Cases
Note: The following instructions assume you have a Microsoft Dynamics CRM instance running, along with an administrator user configured. 

Installing and Configuring the Microsoft Dynamics solution 

In order to complete the installation and configuration of the Microsoft Dynamics module follow the following instructions. 

To install the Microsoft Dynamics solution:

  1. Access the Nubitalk webportal
  2. Go to Support>Downloads and click to download the Microsoft Dynamics Managed Solution
  3. Go to your into your Dynamics CRM instance
  4. Go to Settings >Customization >Solutions 



  5. In All Solutions view, select Import and then select the file you have downloaded from Nubitalk Portal.
  6. Install the solution and wait for the process to complete. 

 

To configure the Microsoft Dynamics solution:

  1. Go to your into your Dynamics CRM instance
  2. Go to Settings >Extensions >OneContact Click-2-Dial Configuration



  3. Add a new record and fill in the fields OneContact Instance and OneContactURL accordingly:

    - OneContact Instance  - Tenant/Company name in Nubitalk
    - OneContactURL – https://www.nubitalk.com/MicrosoftDynamics 

  4. Associate your OneContact ID with the Dynamics user. To do it:
    1. Go to Settings -> System ->Security
    2. The OneContact ID corresponds to the agents emails/usernames that you define in Nubitalk when configuring agents.
      In order to create a connection between an agent and a Dynamics user, you have to edit a user and assign the OneContact ID you have defined in Nubitalk:

      dynamics_onecotnactinstance.png

All installation and configurations are now complete on Microsoft Dynamics side. Now you have to configure the Nubitalk campaigns to use Microsoft Dynamics. 

Configuring Nubitalk campaigns to use Microsoft Dynamics

To configure a campaign to use Microsoft Dynamics, do the following:

  1. Create or Edit a campaign in your Nubitalk portal
  2. Configure or edit the campaign details, as you desire, until the Agent Script step
  3. In the Agent Script step, select Microsoft Dynamics and then fill in the fields with the information collected in the previous steps, as explained in the following example:



  4. After you have filled all the Agent Script fields, click in the Summary button.

 

 

Microsoft Dynamics use cases

Whenever you have an interaction in OneAgentWeb, the agent script has a Microsoft Dynamics link:

 

Interaction with an unknown customer

If no contact or lead was found, click on the link Open Dynamics, in order to create a new contact:

dynamics.png

 

Upon clicking Open Dynamics, a new window will open with the following screen: 

A Phone Call activity is also automatically associated with the Contact. The Phone Call will changed to completed as soon as the Agent Script tab is closed. A supervisor or system administrator can later listen to the audio recording of the interaction between the agent and the client in Microsoft Dynamics Instance.

 

Interaction with an existing customer

If a contact or lead was found, the customer is identified on OneAgentWeb, on the Interaction tab, with name and number (from the Dynamics database) and on the Session tab (heading).

The Script displays the information available on Dynamics. Click on the link Open Dynamics, in order to access the contact information:

Contact.png

 

Upon clicking Open Dynamics, a new window will open with the contact information: 

Contact2.png

 

Note: Click on Call Mobile Phone button, on the Microsoft Dynamics CRM (as displayed on the image above), to establish a connection to the customer via OneAgentWeb.

 

If it's not the contact provided, click on Create a new one, to open the dynamics CRM and create a new contact.

 

 

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