Resolve Issue with Downloading Attachments

If you are using CXone Mpower Agent Embedded in Microsoft Dynamics, you may experience an issue with downloading attachments from chats, emails, and so on. Follow these steps to fix this issue. These steps must be completed for each individual user account.

This issue and the steps to resolve it only apply to version 1 of the Microsoft Dynamics Channel Integration Framework (CIF v1.0). If you don't know which version you have, contact your Agent Embedded administrator.

  1. Open Microsoft Dynamics and log in. In the top right, click Settings Icon of a gear. > Advanced Settings.

  2. Click the drop-down arrow next to Settings and select Customizations.

    In the Settings menu that appears, the cursor hovers over Customizations. It's in the second column of listed links.

  3. Click Customize the System.

  4. In the pop-up window that appears, click Web Resources in the left menu.

    The Customize the System window in Microsoft Power Apps. The cursor hovers over Web Resources on the left.

  5. Click Filter Icon of a funnel.. Drop-down arrows appear next to the column headers.

  6. Click the drop-down arrow next to Name and select Custom Filter....

    The drop-down arrow for the Name column has been clicked, and the cursor hovers over the Custom Filter option that appears.

  7. In the Custom Filters pop-up, select Contains from the -- Select Operator -- drop-down, and enter msdyn_internal_ci in the box next to it. Make sure the button for AND is selected. Set the second -- Select Operator -- field to Contains and enter the same text: msdyn_internal_ci.

    In the Custom Filters pop-up, both of the drop-downs are set to Contain, the AND button is selected, and both text fields contain msdyn_internal_ci.

  8. Click OK.

  9. The values in the table are filtered. In the Name column, click CRMClients/msdyn_internal_ci.

    CRMClients\msdyn_internal_ci appears in the first row under the Name column.

  10. In the Web Resource pop-up that appears, click Text Editor.

    The cursor hovers over the Text Editor button, which is next to the Type field.

  11. In the Edit Content pop-up, press CTRL + A on your keyboard to select all of the text, then press Delete to remove it.

  12. Copy the text from the msdyn_internal_ci_library.txt file and paste it in the box in the Edit Content pop-up. Click OK.

    In the Edit Content pop-up, the text in the box has been replaced by the text in the msdyn_internal_ci_library file. The OK button is in the bottom right.

  13. Click Save at the top, then click Publish All Customizations.

    In the Web Resource pop-up, the Save and Publish All Customizations buttons are at the top.

  14. Clear your cache by pressing CTRL+ Shift + Delete on your keyboard and choosing the clear cache option.

  15. Relaunch Agent Embedded.