Microsoft Dynamics Integrations
What is the Difference between the Universal Repeater and Communicator Widget?
Two widget types are available for integration in your Microsoft Dynamics instance: Universal Repeater and Communicator Widget. The legacy Universal Repeater provides call and chat functionality via a sidebar in your Microsoft Dynamics instance. The Communicator Widget improves on the Universal Repeater by allowing workflows to handle CRM data using variables such as $(associatedRecords), which stores an array of all CRM records associated with an interaction by an agent.
Note: Presently, Communicator Widget and Agent Desktop instances cannot be logged into at the same time. This functionality will be added in an upcoming Agent Desktop release.
Specify the widget type during integration setup by entering one of the two URL formats below into the Channel URL field in CIF 1.0 (standard) or CIF 2.0 (Enterprise Dynamics, Customer Service Workspace).
- Universal Repeater: Set the Channel URL in the following format, where {BPCC_HOSTNAME} is your contact center URL domain, and {MSDYN_INSTANCE_NAME} is your Dynamics 365 domain address, which matches the domain of the Dynamics 365 URL address field.
https://{BPCC_HOSTNAME}/agentdesktop/MicrosoftD365.jsp?crmDomain={MSDYN_INSTANCE_NAME}.crm.dynamics.comFor example: https://example.brightpattern.com/agentdesktop/DynamicsOmnichannel.jsp?crmDomain=org753e0c29.crm.dynamics.com - Communicator Widget: Set the Channel URL in the following format, where {BPCC_HOSTNAME} is your contact center URL domain, and {MSDYN_INSTANCE_NAME} is your Dynamics 365 domain address, which matches the domain of the Dynamics 365 URL address field.
https://{BPCC_HOSTNAME}/agent/communicator/adapters/msdyn365.html?crmDomain={MSDYN_INSTANCE_NAME}.crm.dynamics.com.For example: < Previous | Next >">https://example.brightpattern.com/agent/communicator/adapters/msdyn-omnichannel.html?crmDomain=org753e0c29.crm.dynamics.com< Previous | Next >