Install CXone Agent Embedded in Microsoft Dynamics CIF v2

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 2. If you use CIF version 1, learn how to install CXone Agent Embedded in Microsoft Dynamics CIF v1.

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.

Create an Agent Experience Profile

To access Customer Service Admin Center in Microsoft Dynamics 365, you need at least one of these security roles:

  • App Profile Manager administrator and Basic User.

  • CSR Manager.

  • Omnichannel administrator and Basic User.

  • System Administrator.

  • System Customizer.

You first need to create an agent experience profile, or app profile, for CXone Agent Embedded.

  1. Open Microsoft Power Apps.

  2. Go to Apps > All Apps.

  3. Click Customer Service Admin Center.

  4. In the left menu, go to Agent Experience > Workspaces.

  5. In Agent Experience Profiles, click Manage.

  6. Click New.

  7. Fill out the fields in the New Profile form.

    1. Give the agent experience profile a Name.

    2. For Unique Name, enter a value that follows this format: prefix_name. For example, CXone_appProfile.

    3. To provide extra information about the profile, write a Description.

    Field Details
    Name The name of the agent experience profile as it appears in the list of profiles.

    Unique Name

    A unique identifier for the profile. It should follow this format: prefix_name. The prefix must be between 3 and 8 characters, and cannot include special characters. You can click Check Icon of a lightbulb. to see if what you entered meets the requirements.
    Description The description for the profile as it appears in the list of profiles.

  8. Make sure the agent experience profile has the Read session template (prvReadmsdyn_sessiontemplate) privilege assigned to it. Both the App Profile Manager Administrator and App Profile User roles have this privilege.

  9. Click Create.

Add Users to the Agent Experience Profile

  1. In the agent experience profile you just created, locate the Users section, then click Edit.

  2. Click Add users.

  3. Select the users who will use CXone Agent Embedded. You can search for users in the Lookup Records window. Once you've selected all the users you want, click Add.

Create an Application Tab Template

If you haven't already, create an application tab template for CXone Agent Embedded. The Application tab template determines which tab opens when a new session in CXone Agent Embedded begins.

  1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

  2. In Application Tab Templates, click Manage.

  3. Click New.

  4. Fill out the fields in the New Application Tab Template form.

    1. Give the application tab template a Name.

    2. For Unique Name, enter a value without spaces.

    3. In the Page Type field, select Entity record.

    4. In the Can Close field, select Yes.

    Field Details
    Name The name of the application tab template.

    Unique Name

    A unique identifier for the template. It should follow this format: prefix_name. The prefix must be between 3 and 8 characters, and cannot include special characters. You can click Check Icon of a lightbulb. to see if what you entered meets the requirements.
    Title The title of CXone Agent Embedded that appears to agents.
    Page Type

    The type of page that appears on the template. Possible values are:

    • Control

    • Custom

    • Dashboard

    • Entity list

    • Entity record

    • Search

    • Third-party website

    • Web resource

    Description A description of the template.
    Can Close

    Two possible values:

    • Yes: The template can close.

    • No: The template always remains open in Microsoft Dynamics.

Create a Session Template

If you haven't already, create a session template for CXone Agent Embedded.

You can create two session templates:

  • Default session template: Appears when the agent isn't handling an interaction. If you create just one session template, it is this default session template.

  • Interaction session template: Appears when the agent is handling an interaction. You can configure this session template to display tabs that help agents handle interactions. If you don't create this second session template, the default session template appears when the agent is handling an interaction.

  1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

  2. In Session Templates, click Manage.

  3. Click New.

  4. Fill out the fields in the New Session Template form. Changes are saved automatically.

    1. Give the session template a Name.

    2. In the Unique Name field, enter default_template if you're creating a default session template, or if you're only creating one session template. Enter interaction_template if you're creating an interaction session template.

    3. In the Type field, select Generic.

    4. In the Title field, enter {title}.

    5. In the Communication panel mode field, select Docked.

    6. In the Owner field, search and select the business unit of the users who will be using this session template.

    7. For Anchor Tab, select the name of the session template you entered in the Name field.

    Field Details
    Name The name of the session template.

    Unique Name

    A unique identifier for the template. It should follow this format: prefix_name. The prefix must be between 3 and 8 characters, and cannot include special characters. You can click Check Icon of a lightbulb. to see if what you entered meets the requirements.

    This value will be used to configure the channel provider.
    Type

    The type of template. Possible values are:

    • Entity: Displays the Entity field.

    • Generic: Allows the template to be assigned to a channel provider.
    Title The title of CXone Agent Embedded that appears to agents.
    Communication panel mode

    Determines the size of CXone Agent Embedded when agents open it. Possible values are:

    • Docked: The full app appears.

    • Hidden: The app is hidden.

    • Minimized: The app is minimized.
    Description The description for the template.
    Session Icon The icon that displays for CXone Agent Embedded. Must be a web resource file. Only available when Type is set to Generic.
    Owner The user in charge of maintaining the template. You can search for users in this field.
    Anchor Tab Select the session template's Name to have CXone Agent Embedded open automatically when agents log in. Only available when Type is set to Generic.

  5. To create a second session template, repeat the steps above.

Create Notification Templates

You can optionally create two notification templates in Microsoft Power Apps:

  • CTI Inbound Call: Alert users when a session in CXone Agent Embedded will be closed.

  • Maximum Session Reached: Alert users when the maximum number of nine sessions has been reached.

If you do not want to create notification templates, skip to the next section.

Create a Notification Template for CTI Inbound Call

This notification template alerts users when a session in CXone Agent Embedded will be closed.

  1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

  2. In Notification Templates, click Manage.

  3. Click New Notification Template.

  4. Fill out the fields in the New Notification Template form. Changes are saved automatically.

    1. Give the notification template a Name. For example, CTI: Inbound Call.

    2. In the Unique Name field, enter CTI_inboundCallNotification.

    3. In the Title field, enter {headerText}.

    4. Configure the rest of the fields based on your preferences.

    Field Details
    Name The name of the notification template.

    Unique Name

    A unique identifier for the template. It should follow this format: prefix_name. The prefix must be between 3 and 8 characters, and cannot include special characters. You can click Check Icon of a lightbulb. to see if what you entered meets the requirements.
    Title The title of CXone Agent Embedded that appears to agents.
    Icon The icon that displays for CXone Agent Embedded. Must be a web resource file.
    Auto-assign work items

    When enabled, interactions are automatically assigned to agents. It is recommended you disable this option.
    Show Countdown

    Select Yes to display a countdown timer to agents through a notification (recommended). Select No to hide the timer.
    Countdown (seconds) If you selected Yes for Show Countdown, enter the number of seconds you want the timer notification to appear for. The recommended value is 5.
    Accept Button

    The text agents click to accept interactions. The recommended text is Yes.
    Show Reject Button When enabled, the option to reject an interaction is shown to agents. It is recommended you enable this option.
    Reject Button The text agents click to reject interactions. The recommended text is Reject.
    Show Desktop Notifications Choose whether to enable desktop notifications for CXone Agent Embedded. The recommended option is Never.
    Owner The user in charge of maintaining the template. You can search for users in this field.

Create a Notification Template for Maximum Session Reached

This notification template alerts users when the maximum number of nine sessions has been reached.

  1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

  2. In Notification Templates, click Manage.

  3. Click New Notification Template.

  4. Fill out the fields in the New Notification Template form. Changes are saved automatically.

    1. Give the notification template a Name. For example, Max Session Reached.

    2. In the Unique Name field, enter max_session_reached.

    3. In the Title field, enter {headerText}.

    4. Configure the rest of the fields based on your preferences.

    Field Details
    Name The name of the notification template.

    Unique Name

    A unique identifier for the template. It should follow this format: prefix_name. The prefix must be between 3 and 8 characters, and cannot include special characters. You can click Check Icon of a lightbulb. to see if what you entered meets the requirements.
    Title The title of CXone Agent Embedded that appears to agents.
    Icon The icon that displays for CXone Agent Embedded. Must be a web resource file.
    Auto-assign work items

    When enabled, interactions are automatically assigned to agents. It is recommended you disable this option.
    Show Countdown

    Select Yes to display a countdown timer to agents through a notification (recommended). Select No to hide the timer.
    Countdown (seconds) If you selected Yes for Show Countdown, enter the number of seconds you want the timer notification to appear for. The recommended value is 15.
    Accept Button

    The text agents click to accept interactions. The recommended text is OK.
    Show Reject Button When enabled, the option to reject an interaction is shown to agents. It is recommended you disable this option.
    Show Desktop Notifications Choose whether to enable desktop notifications for CXone Agent Embedded. The recommended option is Never.
    Owner The user in charge of maintaining the template. You can search for users in this field.

Configure the Channel Provider

  1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

  2. In Third Party Voice Channel Provider, click Manage.

  3. Click New.

  4. Fill out the fields in the New Channel Integration Framework v2.0 Provider form. Changes are saved automatically.

    1. Give the channel provider a Name.

    2. In the Unique Name field, enter a value without spaces.

    3. In the Label field, enter the name you want to appear to users.

    4. 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.

    5. For Enable Out Bound, select Yes.

    6. For Channel Order, enter 1.

    7. In the Custom Parameters field, add the following attributes, separated by ampersands (&):

      • mode=1

      • width=450

      • sessionTemplate=default_template

      • notificationTemplate=CTI_inboundCallNotification

      • maxSessionTemplate=max_session_reached

      • omniSessionTemplate=interaction_template

      Or copy and paste the following:

      mode=1&sessionTemplate=default_template&notificationTemplate=CTI_inboundCallNotification&maxSessionTemplate=max_session_reached&omniSessionTemplate=interaction_template

      Except for mode=1, all of the custom parameters listed here are optional. However, if you created more than one session template and need to add the omniSessionTemplate parameter, you must also include the sessionTemplate parameter. The sessionTemplate parameter must come before the omniSessionTemplate in the Custom Parameters field. If you created just one session template, you should use just the sessionTemplate parameter. If you do not specify a sessionTemplate at all, agents handle the entire interaction in the same Microsoft Dynamics session.

    8. In the Enable Analytics field, select Yes.

    Field Details
    Name The name of the channel provider.

    Unique Name

    A unique identifier for the channel provider. It should follow this format: prefix_name. The prefix must be between 3 and 8 characters, and cannot include special characters. You can click Check Icon of a lightbulb. to see if what you entered meets the requirements.
    Label The title of CXone Agent Embedded that appears to agents.
    Channel URL

    Includes three components:

    • First, your CXone Agent Embedded URL.

    • Second, _msd&base=.

    • Third, your Microsoft Dynamics instance URL.

    For example: https://cxagent.nicecxone.com/login?app=cxa_msd&base=https://my.dynamics.com.
    Enable Out Bound

    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 2.
    Custom Parameters

    Space for additional settings. Add these parameters:

    Each parameter should be separated by an ampersand (&).
    Enable Analytics When enabled, allows Microsoft Dynamics to gather analytics data about the channel provider.

Update the Agent Experience Profile

  1. In the Microsoft Power Apps Customer Service Admin Center, go to Agent Experience > Workspaces in the left menu.

  2. In Agent Experience Profiles, click Manage.

  3. Select the agent experience profile you previously created.

  4. Under Channel Providers, make sure the channel provider you created is listed next to Third party voice channel providers. If it doesn't appear, click Edit, then select it from the list. Changes are saved automatically.

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