The Zoom Contact Center Microsoft Dynamics 365 Integration allows agents to access Zoom Contact Center functionality from Microsoft Dynamics 365. This provides agents with a better user experience, including:

• Improves agent efficiency with a unified experience.
• Enables a simple and intuitive agent experience.
• Reduces effort and handle time.
• Saves the agent after call work with automatically synchronizing customer data and history for each interaction.

Follow this article to learn how to use the integration. You can set your status, accept calls, view engagement details, and make outbound calls.

This article covers:

• How to access the Zoom Contact Center Microsoft Dynamics 365 Integration
• How to set your status
• How to accept an inbound call
• Inbound call scenarios
  • Screen pop with single match
  • Screen pop with multiple matches
  • Screen pop with no matches
• How to use in-call controls
• How to make an outbound call
• How to use click-to-dial
• How to view completed engagements
• How to view engagement details
• Post engagement process

Prerequisites for using Zoom Contact Center Microsoft Dynamics 365 Integration

• Pro, Business, or Education account
• Zoom Contact Center license
• Microsoft Dynamics 365 Integration set up by your admin

How to access the Zoom Contact Center Microsoft Dynamics 365 Integration

1. Sign in to Microsoft Dynamics 365.
2. In the top-right corner, click the Zoom Contact Center app to expand the right-side panel.
3. Click Login.
4. Sign in using your Zoom Contact Center credentials.
   When the agent logs into the CTI connector, a new window will open, launching the WebRTC connection.
5. Once the WebRTC Connection Window opens, click the Start button to ensure that autoplay for sound is enabled.
   Note: Agents should not close the WebRTC window, as doing so will impact ongoing engagements.

The call connection will remain intact even if the browser hosting the CTI connector is refreshed or reloaded. Ensure the following browser settings are configured:

• Disable Third Party Storage Partitioning (chrome://flags/#third-party-storage-partitioning)
• Allow third party cookies

How to set your status

Agents can select their real-time status for Zoom Contact Center. Status options are configured by your Zoom Contact Center admin.

1. Access the Zoom Contact Center Microsoft Dynamics 365 Integration.
2. In the top-right corner of the Zoom Contact Center app panel, click the circle icon to set your status.
3. Select Ready so that you can receive and accept incoming voice calls.

Learn more about Zoom Contact Center statuses.

How to accept an inbound call

When your status is set to Ready, you can accept inbound calls.

When receiving an inbound call notification, click Accept to answer the call. Your status will automatically change to Occupied.

Learn more about Zoom Contact Center inbound notifications.

Inbound call scenarios

Screen pop with single match

Your Zoom Contact Center admin can configure variables used to search in Microsoft Dynamics 365 during inbound calls. For example, during an inbound call, Dynamics 365 can display the matching phone number, case ID, account ID, or contact ID.

If the app finds a single record match for the inbound caller, the screen pop appears with the exact case/contact/account record.

Screen pop with multiple matches

If the app finds a multiple record matches for the inbound caller, you will see a prompt with a list of the matching contacts. Click a contact to open the Microsoft Dynamics 365 screen with all information for that contact.

Screen pop with no matches

If the app doesn't find any matches for the inbound caller, Dynamics 365 will display the screen to add a new lead, contact, or account. Your Zoom Contact Center admin can determine which screen is displayed.

Update the information on this page to add the inbound caller to Dynamics 365.

How to use in-call controls

The Zoom Contact Center Microsoft Dynamics 365 Integration has the same in-call controls as the Zoom desktop client. Learn more about in-call controls.

How to make an outbound call

You can use the app to make an outbound voice call. The app will use the dialed phone number to search Microsoft Dynamics 365 and displays a screen pop with the matching records.

1. Access the Zoom Contact Center Microsoft Dynamics 365 Integration.
2. On the left side of the Zoom Contact Center app panel, click the dial pad icon .
3. (Optional) Below the dial pad, select your caller ID and queue:
   • Caller ID: Change the outbound caller ID number.
     Note: Review the features and limitations of your outbound caller ID number.
   • Select a Queue: Select the queue to associate the outbound call with.

Learn more about Zoom Contact Center outbound voice calling.

How to use click-to-dial

You can use click-to-dial to place an outbound call to a contact in Microsoft Dynamics 365. The outbound call is automatically logged against the record whose number has been called.

Note: The click-to-call feature in the Dynamics 365 integration is only available in “Forms”, such as Contacts or Cases.

1. Access the Zoom Contact Center Microsoft Dynamics 365 Integration.
2. On the left side of the Zoom Contact Center app panel, click the dial pad icon .
3. (Optional) Below the dial pad, select your caller ID and queue:
   • Caller ID: Change the outbound caller ID number.
     Note: Review the features and limitations of your outbound caller ID number.
   • Select a Queue: Select the queue to associate the outbound call with.
4. In Microsoft Dynamics 365, find the user you would want to call.
5. Click a phone number to dial it. 

How to view completed engagements

Call history is automatically synchronized with the customer data and history for each interaction. Agents can access the call history from the Microsoft Dynamics 365 integration application.

1. Access the Zoom Contact Center Microsoft Dynamics 365 Integration.
2. In the Zoom Contact Center panel, click Completed Engagements.
3. Click the drop-down menu to select the time period to display historical data for.
4. Click the filter icon to filter completed engagements.

How to view engagement details

1. Access the Zoom Contact Center Microsoft Dynamics 365 Integration.
2. During an active call, click the ellipses icon , then click Engagement.
   You will see the associated queue information and global variables.
3. (Optional) Change the following fields:
   • Relate To: Appears with the screen popped object and the related records.
   • Add Note: Add the notes during the call. This will be added as an Annotation object in Dynamics 365 and will be available as part of the contact’s timeline window. If the agent adds multiple notes, all the notes will be displayed under the Published notes in the same window.

Post engagement process

1. After the call completion, the system automatically moves the agent to the Wrap-up window.
2. Based on the admin configuration, Dynamics 365 can display a case creation form. If a user was found during the call and selected in the app, that information will be pre-populated.
3. You can choose the appropriate disposition code for the call and add more notes.
4. Click Complete Engagement to submit the dispositions.
   A phone call activity record will be created with the following information about the engagement
   • Subject
   • Call From
   • Call To
   • Phone Number
   • Start Date
   • Regarding
   • Start Time
   • End Time
   • Duration
   • Disposition
   • Direction
   • Recording URL