• 5.19 • 5.3 • 5.8

Integration Features

Integration configuration provides your contact center with single sign-on, Dynamics 365 data-driven interaction routing, screen-pop, activity history, and click-to-call functions.

Full list of features:

• Single sign-on with Microsoft Azure using SAML 2.0
• Screen pop data objects to agents
• Transfer screen with transfer
• Switch screen contents when switching between conversations
• Click-to-dial functionality
• Ability to associate objects with the conversation
• Activity history
• Play recordings from within activity history
• Direct access to Dynamics 365 data via Microsoft Web API
• Automatic contact identification and contact creation via Dynamics 365 data
• Dynamics 365 records management via scenarios
  • Create new objects
  • Update objects
  • Delete objects
  • Search objects
  • Screen-pop objects
• Embedded Agent Desktop widget in Dynamics 365 environment

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