Configuring Buzzeasy CRM Connector for Microsoft Dynamics 365

Creating the Dynamics Application

Note

This section is optional. Would you already have an application configured in Dynamics that you'd like to configure the Buzzeasy crm Connector into, just proceed to the next chapter.

1. Once logged into the Dynamics environment, click the Create New App button.

2. Provide a readable name (eg. Buzzeasy Contact Center), and a unique internal name (eg: be_cc_crm).

3. Configure the image and description according to your needs, then click Done, you will be redirected to a designer page.

4. In the designer section, click Entities and add Account and Contact. More entities can be added depending on the business requirement.

5. Click Save, then click the pen icon for the Site Map entry.

6. Click Add and select New Area, then click Add again and select Group. Provide a unique name for this newly created area and group.

7. Click the Add button once more and select Subarea.

8. In the right side of the screen, the Properties tab will be open. For the purpose of this documented, we will use 2 specific subareas, but these can be different depending on the 1. business case.

9. In the Properties tab, set the Type to Entity and set the Entity to Account.

10. Add another Subarea, but this time set the Entity to Contact.

11. Click Save, then click Publish.

12. Click Publish for the application as well.

Configuring the Channel Integration Provider

1. In Dynamics, navigate to Channel Integration Framework. If it's not present, please configure it following the official Microsoft Documentation.

2. Click the +New button.

3. Provide a Name, such as Buzzeasy CC.

4. Provide a Label, such as Buzzeasy.

5. Set the Channel URL to https://crmagent.buzzeasy.com?channelId=xx where xx is the Buzzeasy Channel ID (check it in the Buzzeasy Portal).

6. Set the Enable Outbound Communication field to Yes.

7. Set the Channel Order field to 1, unless business requirement states otherwise.

8. Set the Trusted Domain to https://crmagent.buzzeasy.com/.

9. Under the Select Unified Interface Apps for the channel, click the drop down button and select an already created application. (See above for instructions on how to create it)

10. Additionally, roles can be configured for the channel, but we are treating it as optional in this document.

11. Click Save & Close.

Questions and Answers

How do I actually use the application?

Simply click the application from Dynamics home page, then click the Login button in the Buzzeasy CRM application.

Why do I get an error when I try to login?

This usually happen when the Dynamics user is not registered in the Buzzeasy User Manager. You can click "Sign In with a different account" and login with a valid Buzzeasy User Manager account.

Do I need Buzzeasy Agent app to receive inbound interactions?

Yes. The Buzzeasy Agent app is required for inbound interaction as the CRM application / connector has no blending / routing capabilities.

How come I don't need the Buzzeasy Agent app for outbound calls?

There is no voice routing involved in an outbound call scenario, and so the simple call management features provided by the Dynamics SIP connector API are sufficient for the CRM Connector.

Can I close a work item by using the CRM Connector application?

A conversation can be terminated by using the CRM Connector application, but the work item must closed in the Buzzeasy Agent application.

Can I manually type in phone numbers for outbound dialing?

No, there is no "lookup" mode in the Buzzeasy CRM Connector application, we currently support click-to-dial only.

Will I get a notification if a chat arrives?

Yes. The Buzzeasy CRM Connector application will open up automatically, showing an unread message counter.

What are the supported browsers for the CRM Connector application?

Please see this list of compatible browsers. However, please note only Chromium Edge and Google Chrome are currently being tested by Geomant.