Lab 6 - Get some

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Introduction

Lab Objective

This lab covers Webex Contact Center Agent Desktop integration with popular CRM solutions (Salesforce, Microsoft Dynamics 365, ServiceNow and Zendesk), allowing you to launch the Agent Desktop from within the CRM for an integrated Agent Experience for inbound and outbound calls.

Table of Contents

Microsoft Dynamics 365 integration

Pre-requisites

1. Admin access to org on Control Hub and Webex CC Management Portal.
2. Agent account.
3. MS Dynamics Sales instance.
4. Access to Webex CC Desktop Layout for Microsoft Dynamics.
5. Lab 2 complete.

Optional: Start Microsoft Dynamics Trial

Step 1: Create Dynamics 365 Sales account

• Navigate to Dynamics 365 Free Trial.
• Scroll → Try for free under "Dynamics 365 Sales".
• Enter email → Start your free trial.
• If prompted to use a work account, click set up to create one.
• Verify email → Next.
• Create account → password → Next.
• Verify security code → Next.
• Personal details → Next.
• Organization details → Save.
• Tax ID or PAN registration: random number → Save.
• Launch Trial.
• Do not log out / refresh.

Step 2: Get Microsoft-created user account details

• Settings icon → Personalization Settings.
• Bottom → user information hyperlink.
• Copy User Name (with Microsoft domain). May take up to 20 minutes to appear.
• Sign in to Power Platform Admin Center → Forgot my password → set new password.
• Login → Environments → see a Sales Trial environment of Type Trial (subscription-based).

If you don't see one:

• Environments → New.
• Enter Name, Region, Type Trial (subscription-based) → Next.
• Language, Currency, Toggle Dynamics 365 apps on. Don't auto-deploy apps. Save.
• Refresh → wait for Ready.

Part 1: Install applications

Install Channel Integration Framework

• Microsoft Power Platform Admin Center.
• Environments → Sales Trial → Dynamics 365 apps under Resources.
• Open AppSource.
• Search channel → choose Dynamics 365 Channel Integration Framework.
• Get it now.
• Sign into AppSource if needed → Get it now again.
• Choose Sales Trial env → tick checkboxes → Install.
• Refresh → wait for Installed status.

Install Cisco Webex Contact Center for Microsoft Dynamics

• Open AppSource again.
• Search webex → Webex Contact Center for Microsoft Dynamics.
• Get it now.
• Select environment, tick boxes → Install.
• Wait until Installed.

Part 2: Configure applications

Configure Channel Integration Framework

• Power Platform Admin Center → Environments → Sales Trial.
• Open Environment.
• Choose Channel Integration Framework.
• New at top of Channel Providers page.

Provide:

• Unified Interface Apps for the Channel: Customer Services Hub.
• Select relevant roles.
• Save & Close.

Create Custom Desktop Layout file

• Power Platform Admin Center → Environments → Sales Trial → note Environment URL under Details. E.g. https://org2a50d69e.crm11.dynamics.com/.
• MS Dynamics Layout.
• Copy MSDynamics_Desktop_xxxxx.json contents into a text editor.
• Find hostname key and replace value with your Environment URL:

"hostName": "https://org2a50d69e.crm11.dynamics.com/"

• Save as MSDynamics_Desktop.json.

Upload Custom Desktop Layout

• Webex CC Management Portal → Provisioning → Desktop Layout → New Layout.
• Name (e.g. MS Dynamics 365), upload JSON.
• Click Teams → choose teams. Agent for testing must be in this team.
• Save → ensure Active.

Update Security Policy on Control Hub

• Webex Control Hub → Contact Center → Settings → Security → Content Security Policy Allowed List.
• Add *.dynamics.com if not present.

Part 3: Test

Sign into Webex CC for MS Dynamics 365

• Power Platform Admin Center → Environments → Sales Trial → Open Environment.
• Click Customer Service Hub app.
• Right side bar icon → opens embedded Webex CC app.
• Sign In with agent credentials.
• Provide Dial Number / Extension and team.
• Make agent Available.

Create new contact record in MS Dynamics

• Contacts tab → New.
• First Name, Last Name, Mobile Phone (calling number).
• Save & Close.

Inbound test calls

• Call from the calling number matching the contact.
• Accept → screen pop with new contact details.
• Hang up → wrap up. Activity record created with "Call From" pre-populated.
• Call from an unknown number → screen pop "No results found".
• Hang up → wrap up. Activity record with "Call From" empty.
• See both in Activities.

Service Now integration

Pre-requisites

1. Admin access on Control Hub and Webex CC Management Portal.
2. Agent account.
3. ServiceNow instance.
4. Access to Webex CC Desktop Layout for ServiceNow.
5. Lab 2 complete.

NOTE: This lab is for Developer Instances only. For Licensed Instances see https://help.webex.com/en-us/article/54vvw/Integrate-Webex-Contact-Center-with-ServiceNow » Integrate tab » Install ServiceNow for licensed enterprise instances.

Optional: Start ServiceNow Trial

• Service Now Developer Portal → Sign up and Start Building.
• Verify email.
• Login → Request Instance → select region.
• Wait for instance assignment email.

Part 1: Install the OpenFrame Interface

• Sign in to ServiceNow developer portal.
• Filter navigator → Plugins.
• Search Openframe → Install → Activate.
• After activation → Close & Reload Form.
• Verify: Filter navigator → search OpenFrame → see OpenFrame → Configurations.

Part 2: Commit the Update Set & Edit System Properties

Commit the Update Set

• GitHub page → download System Update Set XML.
• ServiceNow → System Update Sets → Update Sets to Commit.
• Import Update Set from XML → choose file → Upload.
• Update Set in Loaded state → click filename.
• Preview Update Set → Close after preview.
• Commit Update Set → Close.

Edit System Properties

• Filter navigator: sys_properties.list.
• Search agentdesktop_url → open.
• Set value per region:
  • NA: https://desktop.wxcc-us1.cisco.com
  • UK: https://desktop.wxcc-eu1.cisco.com
  • EU: https://desktop.wxcc-eu2.cisco.com
  • APJC: https://desktop.wxcc-anz1.cisco.com
• Update.

Optional: Change Activity Table Name

• sys_properties.list → search webexccactivitytable → change value → Update.

Optional: Add User Groups

• Filter navigator → Groups under System Security.
• Create new or use existing.
• Click group name → Edit.
• Search sn_openframe_user under Collection → move to your group → Save.

Part 3: OpenFrame Configurations and Desktop Layout

OpenFrame Configurations

• OpenFrame → Configurations → New.

• Lock URL field → add agentdesktop.do → Submit.

Service Now Desktop Layout setup

• Download latest Desktop Layout from GitHub.
• Copy contents → save .json.
• Update properties if needed.
• Webex CC Management Portal → Provisioning → Desktop Layout → New Layout.
• Name (e.g. ServiceNow Desktop Layout), upload JSON.
• Teams: choose teams.
• Save → Active.

Part 4: Test

Unknown caller test

• Filter navigator → Agent Workspace Home.
• Phone icon bottom-left → Sign In.
• Sign in with agent credentials (agent must be in the team).
• Make agent Available → call your EP.
• Screen pop with new interaction.
• "Opened For" blank — no matching customer.
• Activity details in second pane.
• Optional: Create Incident button.
• Hang up → wrap up.

Known caller test

To create a new user: Developer Portal → Users (System Security) → New.

• Filter navigator → Agent Workspace Home.
• Sign in (same agent).
• Make agent Available → test call to your EP.
• Screen pop with new interaction; pre-populated "Opened For".
• Hang up → wrap up.