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Configuration Section C: Configure CIF 2.0

Bright Pattern offers support for Sessions and Channels through Microsoft's Channel Integration Framework 2.0 for Dynamics 365. When CIF 2.0 support is configured, Bright Pattern's Agent Desktop widget can be embedded into Dynamics 365, allowing integration with Customer Service workspaces.

Follow these steps to configure CIF 2.0 support for Bright Pattern's Agent Desktop widget.

Note: To enable Agent Desktop Integration, see Configuration Section B for setting up CIF 1.0.

Create Agent experience profile

In the Dynamics Customer Service admin center, select Workspaces from the sidebar. In the Workspaces window, select Manage for Agent experience profiles.

Agent experience profiles > Manage.

Assign users to work with the integrated widget.

Assign users in the top pane.

Once the profile is created, add a channel provider.

Add a Channel Provider

Channel Providers allow the use of multi-session applications, such as Customer Service admin center.

From the Agent experience profile you created, go to the Channel providers pane and select Edit.

Channel providers > Edit.

Enter a name for the new Channel Provider, along with a Channel URL and other required fields.

The Channel URL format varies depending on the widget version you wish to use. Refer to the formats below, where {BPCC_HOSTNAME} is the domain of your Bright Pattern tenant, and {MSDYN_INSTANCE_NAME} is the domain you use to access your Dynamics 365 instance.

• Universal Repeater (legacy): Use the following format:

  https://{BPCC_HOSTNAME}/agentdesktop/DynamicsOmnichannel.jsp?crmDomain={MSDYN_INSTANCE_NAME}

  For example:

  https://example.brightpattern.com/agentdesktop/DynamicsOmnichannel.jsp?crmDomain=org753e0c29.crm.dynamics.com

• Communicator Widget 1.0: Use the following format:

  https://{BPCC_HOSTNAME}/agent/communicator/adapters/msdyn-omnichannel.html?crmDomain={MSDYN_INSTANCE_NAME}

  For example:

  https://example.brightpattern.com/agent/communicator/adapters/msdyn-omnichannel.html?crmDomain=org753e0c29.crm.dynamics.com

• Communicator Widget 2.0: Use the following format:

  https://{BPCC_HOSTNAME}/agent/crmembedded/adapters/msdyn-omnichannel.html?crmDomain={MSDYN_INSTANCE_NAME}

  For example:

  https://example.brightpattern.com/agent/crmembedded/adapters/msdyn-omnichannel.html?crmDomain=org753e0c29.crm.dynamics.com

Configuring new Channel Provider.

Channel Providers allow a JSON object to be passed and returned as the value of the key customParams. For Bright Pattern, Custom Parameters specify the templates to use and the actions available to clients and callers. Templates can be used for multiple interactions. Make sure that the templates specified in Custom Parameters are valid and exist in your environment.

JSON objects passed to Custom Parameters can include the following keys:

• click_to_call_action: sets the action of a Dynamics UI button. These buttons can be set to call or chat. The default value is call.

• client_side_activity: a Boolean value that enables the activity history record to be saved by the client. This parameter is deprecated.

• external_chat_template: the Session template used for starting external chat interactions in Dynamics 365. The default is msdyn_chat_session.

• internal_chat_template: the Session template used for starting internal chat interactions in Dynamics 365. The default is msdyn_chat_session.

• external_call_template: the Session template used for starting external call interactions in Dynamics 365. The default is msdyn_chat_session.

• internal_call_template: the Session template used for starting internal call interactions in Dynamics 365. The default is msdyn_chat_session.

• screen_pop_object_tab_template: the Application Tab template used to display object screenpops through Dynamics 365. The default is msdyn_entityrecord.

• screen_pop_search_tab_template: the Application Tab template used for search screenpops handled through Dynamics 365. The default is bpattern_search_tab.

Bright Pattern provides a set of default templates for immediate use. To configure your own, proceed to the next step to create Session and Application Tab templates.

Create Session and Application Tab templates

Session templates

Session templates define the initial set of opened tabs when a Dynamics session is started. By default, Bright Pattern's integration uses msdyn_chat_session for many interactions. However, some setups might need different Session templates for external and internal calls and chats.

To create new Session templates, return to Workspaces. Go to Session templates and select Manage.

Session templates > Manage.

Go to Active Session Templates and select New. Complete the required fields for the new Session template and select Save. Pass the template name as the value of the matching chat or call template parameter (for example, external_chat_template) in Custom Parameters.

Once a Session template is created, application tabs can be associated with it.

Application tab templates

Application tab templates specify the applications opened when a new session is started in the Customer Service workspace. In Bright Pattern, Application Tab templates are configured to handle screenpop objects and search screenpops.

By default, Bright Pattern uses the msdyn_entityrecord Application tab template for object screenpops and the custom bpattern_search_tab template for search screenpops. If bpattern_search_tab does not exist in your environment, search screenpops will not work unless you set screen_pop_search_tab_template to an existing template. To implement a custom template for screenpop objects or search screenpops, return to Workspaces, then select Manage for Application Tab templates.

Application Tab templates > Manage.

Complete the required fields for the Application Tab template and select Save.

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