Installation for USD

This guide describes how to integrate the b+s Connects for Microsoft Dynamics in the CRM and the few steps to have it up and running.

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Further information and options can be found in the USD Configuration Guide.

Prerequisites

• Cisco CCE/CCX is ready for use, and agents are able to login and receive calls using the Finesse Agent Desktop.

• CORS needs to be enabled on the Finesse Server. Additional information can be found here.

• Admin access to the target Dynamics instance is granted.

• Access to Power Apps, Microsoft 365 admin center and Power Platform admin center.

• Licenses for b+s Connects are assigned to your tenant.

• The newest Package Deployer from Microsoft is installed and Unified Service Desk - Unified Interface Package is deployed.
  For more information please refer to the official documentation on the Microsoft website.

• Unified Service Desk 4.1 or higher is installed on the agent workstation.
  For more information please refer to the official documentation on the Microsoft website.

• The Channel Integration Framework has to be installed in your Dynamics instance.
  To check if the framework is installed open the Apps overview and locate Channel Integration Framework.
  
  
  
  If the framework is not yet installed follow the installation steps outlined on the official documentation to install it.

Install b+s Connects for Microsoft Dynamics

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If b+s Connects is already installed for Web Client you can skip this chapter and go on with Configure Channel Integration Framework.

Step 1: Go to https://admin.microsoft.com.

Step 2: Navigate to Licenses in the Billing section and open your license of b+s Connects for Microsoft Dynamics.

Step 3: Click "Install this product".

Step 4: Select your environment and start the installation.

Step 5: A notification with the installation status is displayed.

Configure Channel Integration Framework

Step 1: Navigate to Unified Service Desk Administrator.

Step 2: Navigate to Hosted Controls.

Step 3: Create a Hosted Control.

Step 4: Specify the following values.

Property	Value
Name	bsConnects
Display Name	b+s Connects for Dynamics
Unified Service Desk Component Type	Channel Integration Framework
Hosting Type	Chrome Process
Channel URL:	https://<yourorg>.crm<num>.dynamics.com/WebResources/cnx_index.html
Application is Global	checked
Display Group	RightPanel
Application is Dynamic	No

Step 5: Click Save to keep your changes.

Configure Dashboard

Step 1: Navigate to Hosted Controls.

Step 2: Search and open "Dashboard".

Step 3: Specify the following properties.

Property	Value
Unified Service Desk Component Type	Unified Interface Page
Hosting Type	Chrome Process
Application is Global	checked
Display Group	MainPanel
Application is Dynamic	No

Step 4: Click Save to keep your changes.

Configure Global Browser Mode

Step 1: Navigate to Options.

Step 2: Search for "GlobalBrowserMode" and open it or create a new option.

Step 3: Adjust the following properties.

Property	Value
Global Option	Others
Name	GlobalBrowserMode
Value	Chrome

Step 4: Click Save to keep your changes.

Configure Action Calls

Step 1: Navigate to Action Calls.

Step 2: Search and open "Get environment for CIF".

Step 3: Adjust the following properties.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=getEnvironment 'bsConnects' '[[corrId]+]' '[[$Context.url]+]'

Step 4: Click Save to keep your changes.

Step 5: Navigate to Action Calls.

Step 6: Search and open "Get Entity Metadata for CIF".

Step 7: Adjust the following properties, save your changes and navigate to Action Calls.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=getEntityMetadata 'bsConnects' '[[corrId]+]' '[[entity]+]' [[attributes]+]

Step 8: Search and open "Retrieve record for CIF".

Step 9: Adjust the following properties, save your changes and navigate to Action Calls.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=retrieveRecord 'bsConnects' '[[corrId]+]' '[[entity]+]' '[[entityId]+]' '[[queryParameters]+]'

Step 10: Search and open "Create record for CIF control".

Step 11: Adjust the following properties, save your changes and navigate to Action Calls.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=createRecord 'bsConnects' '[[corrId]+]' '[[entity]+]' [[data]+]

Step 12: Search and open "Update record from CIF".

Step 13: Adjust the following properties, save your changes and navigate to Action Calls.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=updateRecord 'bsConnects' '[[corrId]+]' '[[entity]+]' '[[entityId]+]' [[data]+]

Step 14: Search and open "Delete record from CIF".

Step 15: Adjust the following properties, save your changes and navigate to Action Calls.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=deleteRecord 'bsConnects' '[[corrId]+]' '[[entity]+]' '[[entityId]+]'

Step 16: Search and open "Search and open records for CIF".

Step 17: Adjust the following properties, save your changes and navigate to Action Calls.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=retrieveMultipleAndOpenRecords 'bsConnects' '[[corrId]+]' '[[entity]+]' "[[queryParameters]+]" [[searchOnly]+]

Step 18: Search and open "Open form for CIF".

Step 19: Adjust the following properties and save your changes.

Property	Value
Hosted Control	Dashboard
Action	RunXrmCommand
Data	webResourceName=cnx_CIFXrmCommands.js functionName=openForm 'bsConnects' '[[corrId]+]' [[entityFormOptions]+] [[entityFormParameters]+] '[[$Context.Id]+]'

Step 20: Search and open "Load dashboard".

Step 21: Adjust the following properties and save your changes.

Property	Value
Hosted Control	Dashboard
Action	Navigate
Data	url=/main.aspx?pagetype=dashboard&id=DEAA7F5F-0130-E311-87F2-00155DD8D60B HideNavigationBar = True

Step 22: Create a new action call.

Step 23: Provide the following properties and save your changes.

Property	Value
Name	Reload CIF
Hosted Control	bsConnects
Action	RunScript
Data	frameWindow.location.reload();

Configure Events

Step 1: Navigate to Events.

Step 2: Search and open "GetEnvironment".

Step 3: Adjust the following properties.

Property	Value
Hosted Application	bsConnects
Active Actions	Get environment for CIF

Step 4: Click Save to keep your changes.

Step 5: Navigate to Events.

Step 6: Search and open "GetEntityMetadata".

Step 7: Adjust the following properties, save your changes and navigate to Events.

Property	Value
Hosted Application	bsConnects
Active Actions	Get Entity Metadata for CIF

Step 8: Search and open "RetrieveRecord".

Step 9: Adjust the following properties, save your changes and navigate to Events.

Property	Value
Hosted Application	bsConnects
Active Actions	Retrieve record for CIF

Step 10: Search and open "CreateRecord".

Step 11: Adjust the following properties, save your changes and navigate to Events.

Property	Value
Hosted Application	bsConnects
Active Actions	Create record for CIF control

Step 12: Search and open "UpdateRecord".

Step 13: Adjust the following properties, save your changes and navigate to Events.

Property	Value
Hosted Application	bsConnects
Active Actions	Update record from CIF

Step 14: Search and open "DeleteRecord".

Step 15: Adjust the following properties, save your changes and navigate to Events.

Property	Value
Hosted Application	bsConnects
Active Actions	Delete record from CIF

Step 16: Search and open "SearchAndOpenRecords".

Step 17: Adjust the following properties, save your changes and navigate to Events.

Property	Value
Hosted Application	bsConnects
Active Actions	Search and open records for CIF

Step 18: Search and open "OpenForm".

Step 19: Adjust the following properties and save your changes.

Property	Value
Hosted Application	bsConnects
Active Actions	Open form for CIF

Step 20: Search and open "DesktopReady".

Step 21: Adjust the following properties and save your changes.

Property	Value
Hosted Application	CRM Global Manager
Active Actions	Load dashboard

Step 22: Create a new event.

Step 23: Provide the following properties and save your changes.

Property	Value
Name	BrowserDocumentComplete
Hosted Application	bsConnects

Step 24: Adjust the following property and save your changes.

Property	Value
Active Actions	Reload CIF

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If startup behavior is not consistent defer execution of Reload CIF.

Configure Window Navigation Rules

My Agent Settings

Step 1: Navigate to Hosted Controls.

Step 2: Create a Hosted Control.

Step 3: Specify the following values.

Property	Value
Name	bsConnects Agent Settings
Display Name	My Agent Settings
Unified Service Desk Component Type	Unified Interface Page
Hosting Type	Chrome Process
Pre-Fetch Data	checked
Allow Multiple Pages	No
Application is Global	not checked
Display Group	MainPanel
Adapter	Use No Adapter
Application is Dynamic	Yes
User can Close	not checked

Step 4: Click Save.

Step 5: Navigate to Window Navigation Rules.

Step 6: Create a Window Navigation Rule.

Step 7: Create an Entity Type Mapping.

Step 8: Set the name to "cnx_connectsagent", click Save and go back to the Window Navigation Rule.

Step 9: Adjust the following properties.

Property	Value
Name	Default bsConnects Agent
Order	200
Entity	cnx_connectsagent

Step 10: Go to the Result tab and adjust the following properties.

Property	Value
Route Type	Popup
Action	Route Window
Destination	Tab
Target Tab	bsConnects Agent Settings
Show Tab	bsConnects Agent Settings
Hide Command Bar	No
Hide Navigation Bar	Yes

Step 11: Click Save to keep your changes.

Configure Finesse Server

Finesse Server configuration entries are records that contain the URL and the HTTP and XMPP Port to a Finesse Server. These records are used to assign an agent to a Finesse server. To create a new record follow these steps:

Step 1: Navigate to b+s Connects for Cisco Contact Center.

Step 2: Navigate to the Contact Centers and add a new configuration.

Step 3: Enter a name, the Finesse server URL in the format https://name.domain and readjust the HTTP and XMPP Ports if needed.

Step 4: Click Save to keep your changes.

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For a full description of all fields refer to the Finesse Configuration Guide.

Configure Service Layout

Service Layouts manage the Agent Desktop (Gadget) behavior. For example: which records should be queried in Dynamics to identify a caller, or how phone numbers should be translated.

This type of configuration is used to describe the service being offered to clients. To create a new record follow these steps:

Step 1: Navigate to b+s Connects for Cisco Contact Center.

Step 2: Navigate to the Service Layout and add a new configuration.

Step 3: Enter a descriptive name for the Service Layout.

Step 4: Click Save to keep your changes.

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For additional information please refer to the Service Layout guide.

Configure Dynamics User

In order to use b+s Connects for Dynamics each Dynamics user needs to have a Finesse Server and Service Layout entry configured. Follow the steps below to assign the entries to the Dynamics user.

Step 1: Navigate to b+s Connects for Cisco Contact Center.

Step 2: Navigate to Users.

Step 3: Expand System Views to select the desired user view (e.g. Enabled Users).

Step 4: Select a user.

Step 5: Select tab Connects for Cisco Contact Center MSD - Configuration.

Step 6: Search for and select your Contact Center configuration.

Step 7: Search for and select your Service Layout configuration.

Step 8: Click Save to keep your changes.

Assign Roles to User

To grant permission for a user to access b+s Connects for Dynamics, assign the role "Connects Agent" or "Connects Administrator". Follow the steps below to manage the roles for users.

To grant permission for a user to access b+s Connects for Dynamics, assign the role "Connects Agent" or "Connects Administrator". Follow the steps below to manage the roles for users.

Step 1: Go to https://admin.powerplatform.microsoft.com.

Step 2: Navigate to Environments.

Step 3: Click your environment to edit.

Step 4: Display the security roles.

Step 5: Go to the "Connects ..." roles.

Step 6: Select the role "Connects Agent".

Step 7: Open "Members".

Step 8: Add users.

Step 9: Search for the user entry and click on it.

Step 10: Repeat step 9 to add more users.

Step 11: Add the selected users.

Step 12: Repeat steps 6 to 11 to assign users to the Connects Administrator role.

Upgrade

Upgrade for b+s Connects for Unified Service Desk

There is no direct upgrade path from the b+s Connects for Unified Service Desk.

It is recommended installing b+s Connects for Microsoft Dynamics 5.0 or later before uninstalling the former version. Both versions can run in parallel.

Further information can be found in the migration guide.

For detailed installation instructions please refer to the Installation Guide.

Upgrade for b+s Connects for Microsoft Dynamics

Step 1: Go to https://make.powerapps.com.

Step 2: Navigate to Solutions section.

Step 3: Click Import.

Step 4: Choose the new b+s Connects for Dynamics solution file and click Next

Step 5: Uncollapse Advanced settings, select the recommended and default options and click Import.

Step 6: A notification appears that the import was successful.

When upgrading from version 6.1 or later, the following notification is displayed instead:

Step 7: Make sure to publish all customizations.

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For version specific upgrade information please refer to Features and Limitations.