Install Agent Embedded in Microsoft Dynamics CIF v1

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

This page explains how to install CXone Mpower 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.

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 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 Agent Embedded.

   3. For Channel URL, enter your Agent Embedded URL, followed by _msd&base=, followed by your Microsoft Dynamics instance URL. Your 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.

   Learn more about fields in this step

   Field	Details
   Name	The name of the channel provider for Agent Embedded.
   Label	The title of Agent Embedded that agents will see.
   Channel URL	Your Agent Embedded URL.
   Enable Outbound Communication	Enables click to dial in 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 Agent Embedded is set to 1, and another agent application is set to 2, 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 Agent Embedded to appear in.

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

6. Click Save.