| Target release | 1.0 |
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| Document owner | Haseeb Tahir | |
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| Developers |
| Jazeb Sheraz | |
| QA | Haseeb Tahir |
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Release Summary
Integration between Genesys embeddable framework and Microsoft Dynamics 365 using the channel Integration Framework.
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A phone call activity is automatically created and linked to the matched caller account in Microsoft CRM. The selected wrap-up code is applied in Genesys only for inbound calls. So, there would be no wrap-up codes after the manual outbound call. You can track the call handling status via native Genesys reports. Missed call activity will also be created in MS CRM.
Click to Call
Click to dial feature allows the user to select any number corresponding to a contact record and an outbound call will be initiated to that number.
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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. |
Open Issues 1.0
Jira Legacy server project.expertflow.com JIRA columnIds issuekey,summary,issuetype,status columns key,summary,type,status maximumIssues 50 jqlQuery project = GI AND issuetype = in (Bug, "Story Bug") AND status in (Open, In-Progress, Deploy-Ready, QA-Ready, Re-opened, Dev-Ready, In-Review, In-QA) AND affectedVersion = Genesys_1.0 AND labels = cti_board AND assignee in (assignee in (saqib.sana) AND reporter in (haseeb.tahir, saqib.sana) serverId 131d473b-dd43-389a-9dac-6f501204581b
Release Test Highlights
- This release is tested with Microsoft Dynamics 365 cloud base CRM only.
Compatibility Matrix
Browser Compatibility | ||
Browser | Version | Compatibility |
Google Chrome | 115.0.5790.111 (64-bit) | Compatible |
| Firefox | 105.0.3 (32-bit) | Compatible |
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Microsoft Dynamics 365 CRM Compatibility | ||
MS CRM 365 | Tested Version | Compatibility |
ONLINE | 9.2.22103.00194 | Compatible |
Release Limitations
- Do not login to the same agent on different browsers or different machines.
- In the case of a Consult call, On Agent B, System will do the screen pop based on customer ANI.
- There's no refresh browser functionality for this release.
- VPN connection/WebEx/TeamViewer is required to connect to the customer’s environment.
- Admin access to Dynamics CRM is required to deploy CRM side configurations.
- Can't consult on a consult call (when a consult call is already in progress)
- No call activity will be created for No match case in CRM.
- Caller's information screen pop-up on MS CRM is only available in contact entity.
- HA (High Availability) is not supportive for this version.
- No wrap-up and call notes for manual OB calls.
- Phone call activity for multi-match case is unavailable for this release.
- The Hold call will gets resume from pickup call button during consult and conference call.
- Click to dial can be performed from customer's contact form by clicking on phone icon.
- Outbound calls can only be initiated on registered phone numbers.
- Agent will unable to initiate & answer the calls with insufficient balance in Genesys.