Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 1.0)

Before continuing, complete the prerequisites in Prerequisites for CIF 1.0.

Configure CIF in Dynamics 365

1. Open your Dynamics and select ‘Advanced Settings’.

   

2. Under the Customization tab open 'Microsoft AppSource'

   

3. Search for ‘Channel Integration Framework’ and hit ‘Get it now’.

   

4. Select Get it now

   

5. Read the terms and conditions and select the proper Dynamics tenant.

   Also select the two check boxes and hit Install.

   

6. Important: Now log out and log in again, and open the My Apps list. Select the Channel Integration Framework.

   

7. Click on +NEW and fill in the properties as per below.

   You may choose for which Channels and Roles the WebAgent should be active.

   • Channel URL* / **: https://webagent.anywhere365.io
     

     Copy

     Example URL

     https://webagent.anywhere365.io

     * Use the WebAgent URL for your connect model.

     Dialogue Cloud Neo (Connect)

     Global:

     https://webagent.anywhere365.io

     NORA

     https://nora-cus-webagent.anywhere365.io

     https://nora-cus-2-webagent.anywhere365.io

     https://nora-cus-3-webagent.anywhere365.io

     EMEA

     https://emea-weu-webagent.anywhere365.io

     https://emea-weu-2-webagent.anywhere365.io

     https://emea-weu-3-webagent.anywhere365.io

     APAC

     https://apac-eas-webagent.anywhere365.io

     https://apac-eas-2-webagent.anywhere365.io

     https://apac-eas-3-webagent.anywhere365.io

     Dialogue Cloud Neo (Unify)

     EMEA

     https://app.emea.anywhere.now/login

     APAC

     https://app.apac.anywhere.now/login

     NORA

     https://app.nora.anywhere.now/login

     ** When CIF 1.0 and CIF 2.0 are used side-by-side, you must specify which CTI plugin to load.

     Introduced in DC2025.01

     Use the plugin name configured for your environment

     AnywhereNow enables the Dynamics integration for your environment. For CIF 1.0, the plugin name can be DynamicsCTI or DynamicsOptimizedCTI. Both provide the same functionality.

     Set target-cti-plugin to the name used in your environment. A different name can prevent the Dynamics integration toolbar from loading. See Check your plugin name.

     Add the query-string parameter ?target-cti-plugin=DynamicsCTI (or ?target-cti-plugin=DynamicsOptimizedCTI if that is your configured plugin name). Use & instead of ? if the URL already contains other parameters.

     Example: https://webagent.anywhere365.io?target-cti-plugin=DynamicsCTI

   • Trusted Domain: https://webagent.anywhere365.io/

     Important

     Use the WebAgent URL for your connect model.

   

Check your plugin name

1. Open WebAgent and your browser's developer tools. Select the Network tab.

2. Sign in to WebAgent, or reload the page if you are already signed in.

3. Filter the requests by /plugins and open the matching request's Response tab.

4. Find the Dynamics CIF 1.0 plugin and use its name, DynamicsCTI or DynamicsOptimizedCTI, as the value of target-cti-plugin in the Channel URL.

• More information on Roles and CIF can be found on:
  https://learn.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/configure-channel-provider-channel-integration-framework