Additional configuration CRM Service for Dynamics 365

CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for Dynamics 365 allows you to perform configure additional parameters and functions to suit your specific needs. These configurations take place in the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

Note

An additional AnywhereNow WebAgent for Voice or for Omnichannel license is required.

Note

A CRM connector license specific to each data source (Database or CRM backend platform) is required.

PluginSettings

Open the UCC Config page on SharePoint
Open the Plugin Settings list
You can add the following optional settings:

Setting	Value	Scope
ShowStatus	Show what kind of contact is calling. Can be a Contact, Lead or Unknown. Default `True`.	CrmService
DefaultPhoneNumberRegion	Iso 3166 alpha-2 code. Default `ZZ`.	CrmService
PhoneNumberFormat	The format used when searching the CRM when a call comes in. There are four values: `E164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard)`: e.g. +0012345678. See The International Public Telecommunication Number Plan. `International`: e.g. +1 206-555-1234. Based on the E.123 The E.123 format is an international (ITU) standard for notation and storage of international telephone numbers, email addresses and web addresses. Loosely formulated, "+ ", digits, non alphanumeric characters (like brackets, hyphens) and spaces are allowed For example: +44 (333) 221-100 International format. `Rfc3966 The rfc3966 format defines an international (IETF) standard for dialing (and storing) a telephone number as a URI. Loosely formulated, start the URI with "tel:" followed by an E.164 or E.123 formatted phone number. For example: tel:+44333221100`: e.g. tel:+1-206-555-1234. See The tel URI for Telephone Numbers. `Wildcard`: do a wildcard search. Default. Important: change this setting if phone numbers are stored in any of the other formats to improve performance. See Phone Number Recognition in Integrations for more information.	CrmService
CaseStatus	Mapping of a case (incident) status (statuscode) to a WebAgent status. Default: Copy Mapping `New=Open In Progress=Open On Hold=Open Resolved=Closed Closed=Closed Canceled=Closed` Left side is the formatted value as configured in Dynamics, see also MS CRM Dynamics Entity StateCodes and StatusCodes, the right side is either New, Open or Closed. Note This assumes that statuscode (and not statecode) is configured in PluginAttributes as the case’s status.	CrmService
SupportedFileExtensions	Supported file extensions for the attachment, default value is all type (*), can change only to specific file types like text files and png files (.txt;.png)	CrmService
MaxFileSizeInKB	Allowed maximum fie size in KB, the default value is not restricted to a size. You can change it to a specic file size like 2MB, this should cause the setting to update to (2000)	CrmService
BaseContactQuery	Base query for Contacts. Default: Copy XML `<fetch distinct='true' top='100'> <entity name='contact'> <link-entity name='account' from='accountid' to='parentcustomerid' link-type='outer' alias='account'> <link-entity name='contact' from='contactid' to='primarycontactid' link-type='outer' alias='account.owner'> </link-entity> </link-entity> </entity> </fetch>` Note top is mandatory and linked entities must have an alias.	CrmService
BaseLeadQuery	Base query for Leads. Default: Copy XML `<fetch distinct='true' top='100'> <entity name='lead'> <link-entity name='owner' from='ownerid' to='ownerid' link-type='outer' alias='account'> </link-entity> <filter type='and'> <condition attribute='statecode' operator='ne' value='1' /> </filter> </entity> </fetch>` Note top is mandatory and linked entities must have an alias.	CrmService
BaseCaseQuery	Base query for BaseCase. Default: Copy XML `<fetch distinct='true' top='50'> <entity name='incident'> <order attribute='modifiedon' descending='true' /> </entity> </fetch>`	CrmService
ContactCaseFilter	Base query for ContactCase. Default: Copy XML `<filter type="or"> <condition attribute="contactid" operator="eq" value="[contactid]" /> <condition attribute="accountid" operator="eq" value="[account.accountid]" /> </filter>` Note condition attribute and value must be valid SystemName’s.	CrmService
UseDefaultPluginAttributes	Setting to overrule the default plugin attributes settings. If this setting does not exist or the value is set to `True` then the default plugin attributes settings are used. If you want to overrule the default PluginAttributes settings just add this setting and set the value to `False`. All PluginAttributes will have to be added manually if set to `False`.	CrmService

Predefined PluginAttributes

Note

These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!

Note

The base query in the PluginSettings list must also be modified when adding attributes of another entity.

PluginAttributes

This list contains the items which are shown to the user in the WebAgent and IDs used to identify unique entities. All items are grouped by Category.

Note

Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

The PluginAttributes list contains the following columns:

Column	Meaning
DisplayName	Name of the property shown in the WebAgent.
SystemName	Must be the Dynamics 365 attribute. If it is part of a linked entity then the alias must precede the attribute.
ShowOnExtensionWindow	Indicate that the property is visible in the WebAgent. The main reasons to set this to ‘No’ and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it’s an ID.
Order	The order in which the property is to be shown. Important: counting must restart for each Category.
FieldType	Zero or more field types, these are covered per Category later on.
Hyperlink	Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName ‘Example’, then the URL becomes: http://www.example.com/?queryString=[Example]
OpenAutomatically	Ignored by the CrmService.
Category	The Category for this item.
Scope	Used to differentiate which AnywhereNow product uses these plugin attributes. Set this to CrmService
ShowOnToast	Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type	Description
Id	This field type in combination with a value in the Hyperlink column, will be shown as CRM link.
Name	The name of the contact which will be shown as the contact’s title.
phone number	Column may contain a phone number.
SipAddress	Column may contain a SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP.-address.
Email	Column may contain an e-mail address.
Date	Column contains a date (and time).
Search	Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify

Lead and LeadSearch

The general synopsis for a lead is that it is a potential customer, whereas a contact is already a customer. As such their data structure is indifferent from Contact unless you choose to modify it thus. See Contact with regards to Lead and ContactSearch for LeadSearch.

Account

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

Note

Do not include the account alias in the SystemName column.

Note

Set order to 0 if it is an account attribute which is not linked to the account entity, e.g. companyname in the lead entity.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

Case

Note

Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName	Description
Title	Multiple items can have this DisplayName. Must have the Name field type.
Description	Only a single item is allowed to have this DisplayName.
Date	Must have the Date field type to be used.
Status	The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

Note

Also be modified when adding attributes of another entity.

Account

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	ShowOnToast	Category
Company	companyname	0	No	Name	Yes	Account
Account ID	accountid	1	No	Id	No	Account
Company	name	2	Yes	Name, Search	No	Account
Phone Number	telephone1	3	Yes	phone number, Search	No	Account
Owner	owner.fullname	4	Yes		No	Account

Case

Note

{uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the ConnectionString. The full URL (with placeholders) is needed when overwriting.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	HyperLink	ShowOnToast	Category
Case ID	incidentid	1	No	Id	{uri.Scheme}://{uri.Host}/m/ef.aspx?etn=incident&id=%7b[incidentid]%7d	No	Case
Title	title	2	Yes	Name, Search		No	Case
Description	description	3	Yes			No	Case
Date	modifiedon	4	Yes	Date		No	Case
Status	statecode	5	Yes	FormattedValue		No	Case

Contact

Note

{uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the ConnectionString. The full URL (with placeholders) is needed when overwriting.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	HyperLink	ShowOnToast	Category
Contact ID	contactid	1	No	Id	{uri.Scheme}://{uri.Host}/m/ef.aspx?etn=contact&id=%7b[contactid]%7d	No	Contact
Account ID	account.accountid	2	No	Id		No	Contact
Name	fullname	3	No	Name		Yes	Contact
Email	emailaddress1	10	Yes	Search, Email		No	Contact
Phone Number	telephone1	20	Yes	Search, phone number		No	Contact
Phone Number 2	telephone2	21	Yes	Search, phone number		No	Contact
Mobile Number	mobilephone	22	Yes	Search, phone number		No	Contact
Company	account.name	30	Yes	Name		Yes	Contact
Owner	account.owner.fullname	40	Yes			Yes	Contact
Company Phone Number	account.telephone1	45	No	phone number		No	Contact

Lead

Note

{uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the ConnectionString. The full URL (with placeholders) is needed when overwriting.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	HyperLink	ShowOnToast	Category
Lead ID	leadid	1	No	Id	{uri.Scheme}://{uri.Host}/m/ef.aspx?etn=lead&id=%7b[leadid]%7d	No	Lead
Name	fullname	3	No	Name		Yes	Lead
Email	emailaddress1	10	Yes	Search, Email		No	Lead
Phone Number	telephone1	20	Yes	Search, phone number		No	Lead
Phone Number 2	telephone2	21	Yes	Search, phone number		No	Lead
Mobile Number	mobilephone	22	Yes	Search, phone number		No	Lead
Company	companyname	30	Yes	Name		Yes	Lead
Owner	account.name	40	Yes			Yes	Lead

LeadSearch

A copy of Lead, however Name has also received the Search field type.