How It Works

Microsoft Dynamics 365 integration is used to automatically open a ticket for every call, according the conditions (Queue, Call status or Outbound) set in the trigger.

The ticket will be populated with information about the call and displayed for the agent in the Dynamics 365 environment.

The following are list of things you have to do to make the integration work:

Activate Dynamics 365 and its Admin account
Create Dynamics 365 Users on Office 365 Administration Panel
Register the Dynamics 365 XCALLY Motion integration on the Company Azure Active Directory (AKA tenant) to obtain the data keys for the integration
Create Triggers (Tools → Triggers), set the conditions you want to trigger the integration and add integrations action (for info see Voice Triggers) by selecting: dynamics 365 integration, the account you have configured and the configuration you want to use.

At the end of the configuration steps, every time there is an outgoing/incoming call, the trigger conditions are checked and a Dynamics 365 ticket is created and assigned to the Agent managing the call (if the conditions are met).

Note that Agent's email on XCALLY must be equal to the Agent's email registered on Dynamics365 Account.

On this page:

Any interaction occurred through this integration can be searched by the Agent from the list by:

contact's telephone1
user's email

Configuration Steps

Follow the next steps to configure the integration between XCALLY Motion and MS Dynamics 365.

Create Application Profiles on Office 365

To activate the integration, you must register it as a new company application on the Microsoft Azure Organization profile (https://portal.azure.com) and create one or more System Administration profiles. These will be the user profiles that can create contacts and tickets instances on Dynamics365: one of those profiles should be created specifically for the Motion Integration, in order to create contacts and tickets, but in a remote way from XCALLY Motion.

To create Microsoft profiles for your company Dynamics365 instance, go to the Administration environment inside Office 365:

and enter the Microsoft 365 Admin Center, where you will find the accounts previously created.

Now you can create other profiles (Add Users), as many as needed, for your agents:

You must now assign product licenses (the main license you have to manage is Customer Engagement Plan, but you can add more):

The user registered on Dynamics must be at least a Dynamics Service Administrator (that can enter the Dynamics365 platform to read the created items) or a General Admin User:

You can review any value of the user profile before saving:

Remember: there must be at least one General Administrator role UserId to manage all the others profiles.

You can for example reserve the System Administrator Role to the Application itself (e.g. in our case, motion@xcallyteam.onmicrosoft.com): in other words, the UserId that will be used on Xcally Motion to create a Dynamics365 Integration account

Register the application on company Azure Active Directory

To obtain the data keys useful to complete the integration configuration on XCALLY Motion, the Dynamics365 application must be registered on Azure, inside the company Azure Active Directory:

Go to https://portal.azure.com, login with your WindowsLiveId (the one obtained when registered on Dynamics365), and open the Dashboard.

Click on Azure Active Directory:

Switch on the profile chosen for the integration (eg. in our case, Xenialab) than go to Users to see all the integration users you have created:

Check the Licenses menu of each user, to control if Dynamics365 Customer Engagement Plan is properly configured:

Now you have to implement the XCALLY Motion Dynamics Integration registration on Azure. Go to App Registration and click on New Registration:

and the application is registered. Here you can manage the list of all applications registered on Azure by your company:

Remember to take note of the data-keys generated after app registration: XCALLY Motion integration with Dynamics365 needs Application Client Id and Directory (Tenant) Id to work.

Now, follow the next configuration steps:

go to API permission, and give administration privilege to the Tenant folder (eg. in our case, Xenialab): specific permission to read, sign, access information (data, profiles) on Azure
grant the Tenant permission to access the common data service of Dynamics CRM (or no REST operations will be possible).

One of the data-keys required to configure Dynamics365 integration on XCALLY Motion is the ClientSecret code for the System Admin profile, used to allow to the XCALLY Integration Account to remotely connect to Dynamics365 WebAPI in order to perform REST operation.

Go to Certificates & Secrets to create one or more client_secret:

Another data-key is required to implement the Integration on Motion: that is the weburl of the company Dynamics365 installation.

Simply copy the URL domain from the browser: https://[companyprofile].[crm_region_version].dynamics.com (eg. In our example, this is https://xcallyteam.crm4.dynamics.com/).

Now we can create a Microsoft Dynamics365 Integration Account, having all the required data-keys: username (e.g. motion@xcallyteam.onmicrosoft.com ), password, ClientId, TenantId, ClientSecret, weburl (e.g. https://xcallyteam.crm4.dynamics.com/ ).

The Dynamics 365 Accounts Section

From Integrations Menu, there is the Dynamics 365 Accounts Section :

Create a Dynamics 365 Account

To create a new Dynamics 365 Account click on

and fill the fields. Then click on "Add New Dynamics365 Account".