Install CXone Agent Embedded in Microsoft Dynamics CIF v1

This is the first step of setting up CXone Agent Embedded in Microsoft Dynamics.

These instructions are for Microsoft Dynamics Channel Integration Framework (CIF) version 1. If you use CIF version 2, learn how to install CXone Agent Embedded in Microsoft Dynamics CIF v2.

This page explains how to install CXone Agent Embedded in Microsoft Dynamics. Once it's installed, agents can use it to handle interactions directly inside Microsoft Dynamics.

This installation process is done in Microsoft Dynamics. If you don't have access to a section of Microsoft Dynamics mentioned in these steps, contact your organization's Microsoft Dynamics administrator to make sure you have the right permissions.

Complete each of these tasks in the order given.

Install the Channel Integration Framework App

If you have not already installed Channel Integration Framework, follow these steps.

  1. Open Microsoft Dynamics 365.

  2. Click Apps in the top menu.

  3. Search for Channel Integration Framework.

  4. Click Get it Now at the bottom of the Dynamics 365 Channel Integration Framework card.

  5. Review the overview information and click Get it Now again.

  6. Agree to the terms and conditions. Installation begins automatically.

Create a Channel Provider for CXone Agent Embedded

  1. In Microsoft Dynamics 365, open Channel Integration Framework.

  2. In the Active Channel Providers menu, click New.

  3. Fill out the fields in the New Channel Provider form.

    1. Give the Channel Provider a Name.

    2. Enter a Label. This appears as the title of CXone Agent Embedded.

    3. For Channel URL, enter your CXone Agent Embedded URL, followed by _msd&base=, followed by your Microsoft Dynamics instance URL. Your CXone Agent Embedded URL is one of these:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com/login?app=cxa

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com/login?app=cxa

      For example, if you are not on FedRAMP, and your Microsoft Dynamics instance URL is https://my.dynamics.com, your Channel URL would be https://cxagent.nicecxone.com/login?app=cxa_msd&base=https://my.dynamics.com.

    4. For Enable Outbound Communication, select Yes.

    5. In the Channel Order field, enter 1.

    6. In the Custom Parameters field, enter width=420&version=1.

    Field Details
    Name The name of the channel provider for CXone Agent Embedded.

    Label

    The title of CXone Agent Embedded that agents will see.
    Channel URL Your CXone Agent Embedded URL.
    Enable Outbound Communication

    Enables click to dial in CXone Agent Embedded for phone numbers in Microsoft Dynamics.
    Channel Order Determines the priority of the channel provider. If set to 1, the channel provider will be used before other channel providers. For example, if CXone Agent Embedded is set to 1, and another agent application is set to 2, CXone Agent Embedded will be used first for interactions.
    API Version Coincides with your version of Channel Integration Framework. The value should be 1.
    Custom Parameters Space for additional settings, such as width, height, and version. It is important to specify version=1; if no version is specified, the system assumes you have Channel Integration Framework version 2 (CIF v2).

  4. Under Select Unified Interface Apps for the Channel, select the Microsoft Dynamics apps that you want CXone Agent Embedded to appear in.

  5. Under Select the Roles for the Channel, select the roles for the agents who will use CXone Agent Embedded.

  6. Click Save.

The next step of setting up CXone Agent Embedded in Microsoft Dynamics is to set up a CRM configuration.