Integration between Genesys embeddable framework and Microsoft Dynamics 365 using the channel Integration Framework.
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The caller information is displayed on the MS CRM Web Page as soon as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from.
INFO
For Online CRM, In the Contacts entity, we search for 'Business Phone' fields these. fields are not configurable
Search by Multiple fields
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Without the click-to-dial feature, the user can’t dial a call while clicking on any number from the MS CRM.
