Setting up the Zoom Contact Center Microsoft Dynamics 365 integration

The Zoom Contact Center for Microsoft Dynamics 365 Integration allows agents to access Zoom Contact Center functionality from Microsoft Dynamics 365.

Before agents can use the integration, admins need to set up and configure the integration from the Microsoft Dynamics 365 admin portal and Zoom web portal.

Note: This integration currently supports the Zoom Contact Center voice, video, chat and email channel. For supported CRM features and channels, see Zoom Contact Center CTI connector features.

Requirements for setting up Zoom Contact Center for Microsoft Dynamics 365 integration

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Minimum privileges required for Microsoft Dynamics 365 integration
• Dynamics 365 Channel Integration Framework v1.0 installed
• Dynamics 365 Channel Integration Framework version 2.0 for Copilot Service workspace
  Note: To verify the Channel Integration Framework has been installed, navigate to Settings, then Solutions. You should see an entry with Channel API Integration Framework as the display name.

For IVR Variable Matches

• Custom global variable group with variables configured to show in the Zoom Contact Center desktop client
• Flow created that accepts input into custom variables

How to install and configure the Zoom Contact Center for Dynamics 365 app

Install the Zoom Contact Center for Dynamics 365 app.

1. Go to Microsoft AppSource and search for Zoom Contact Center for Dynamics 365.
2. Click Get it now.
   This action will take you to your Power Platform Admin Center.
3. Select the environment to install the package and select Install.

Configure Zoom Contact Center for Dynamics 365 in the Dynamics 365 Channel Integration Framework 1.0

1. Sign in to the Dynamics 365 admin portal.
2. Search for and select the Dynamics 365 Channel Integration Framework app.
3. Click New to create a new Channel Provider record.
4. Enter the following information:
   • Name: Enter Zoom Contact Center
   • Label: Enter: Zoom Contact Center
   • Channel URL: If it is US01 cluster, then use the URL https://zoom.us/cci/callbar/crm/?origin= {Your Microsoft Dynamics instance url}. If it is EU01 cluster, then use the URL - https://eu01web.zoom.us/cci/callbar/crm/?origin= {Your Microsoft Dynamics instance url}.
   • Enable Outbound Communication: Select Yes
   • Channel Order: Enter 0
   • API Version: Select 1.0
   • Trusted Domain: Leave this field blank.
   • Custom Parameters: Leave this field blank.
   • Select Unified Interface Apps for the Channel: Select Customer Service Hub and Sales Hub.
5. Click Save and Close.

Note: If you are already using another integration with the Channel Integration Framework, such as Zoom Phone or another third-party solution, consider how this deployment will impact your existing integrations.

To control whether and when the Zoom Contact Center for Dynamics 365 integration appears for your users, use Channel Order, Select Unified Interface Apps for the Channel, or Select the Roles for the Channel.
If you are using a custom security role and a custom app, make sure both the security role and the app are added in the CIF settings. Also, confirm that the custom security role includes permission for msdyn_ciprovider. Visit the Dynamics 365 support site to learn more about these settings.

Configure Zoom Contact Center for Dynamics 365 in the Dynamics 365 Channel Integration Framework 2.0

1. Sign in to the Dynamics 365 admin portal.
2. Search for and select the Copilot Service admin center app.
3. In the left side panel, navigate to Support experience and click Workspace.
4. Under Experience profiles, click Manage.
5. Click New to create a new Channel Provider record.
6. Enter the following information:
   • Name: Enter Zoom Contact Center.
   • Unique: Enter Zoom_ContactCenter.
   • Description: Leave this field blank
   • Click the Create button to create the Experience profile.
   • On successful creation, navigate to Channel providers widget and click Edit.
   • Under Third party voice channel providers, click Create channel provider link to add the channel.
     • Name: Enter Zoom Contact Center.
     • Unique Name: Enter Zoom_ContactCenter.
     • Label: Enter Zoom Contact Center.
     • Channel URL: For US01 cluster, enter https://zoom.us/cci/callbar/crm/?origin= {Your Microsoft Dynamics instance url, including the https prefix}. For EU01 cluster, enter https://eu01web.zoom.us/cci/callbar/crm/?origin= {Your Microsoft Dynamics instance url, including the https prefix}.
       • Example for US01 cluster: https://zoom.us/cci/callbar/crm/?origin=https://instancename.crm.dynamics.com/
7. Enable Out Bound: Select Yes.
   • Channel Order: Enter 0.
     • API Version: Select 2.
     • Trusted Domain: Leave this field blank.
     • Custom Parameters: Leave this field blank.
     • Sandbox Configuration: Leave this field blank.
     • Enable Analytics: Select No.
   • Click Save and Close.
   • Click Edit on Channel Providers and Enable All active channels.
   • Under Third party voice channel providers, Select Zoom Contact Center and click Save and Close button.

Note: If you are already using another integration with the Channel Integration Framework, such as Zoom Phone or another third-party solution, consider how this deployment will impact your existing integrations.

To control whether and when the Zoom Contact Center for Dynamics 365 integration appears for your users, use Channel Order, Select Unified Interface Apps for the Channel, or Select the Roles for the Channel.
If you are using a custom security role and a custom app, make sure both the security role and the app are added in the CIF settings. Also, confirm that the custom security role includes permission for msdyn_ciprovider. Visit the Dynamics 365 support site to learn more about these settings.

Verify support experience workspace

Application tab templates and Session templates are mandatory when the customer is using more than one channel provider or more than one 3rd party channel provider. Hence, Zoom creates a default Session template and Application tab template as part of installing the package.

Application tab template

To verify if the Application tab template has been installed correctly in Microsoft Dynamics 365, follow these steps:

1. Open the Copilot Service admin center.
2. In the left sidebar, navigate to Support Experience and select Overview.
3. Under the Workspaces section, click View All.
4. Locate Application Tab Templates and click Manage to review the installed templates.
   The Application tab template will be created with the below format, in case if it is not created, you need to create it manually with the same names.
   • Name: Zoom Contact Center
   • Unique Name: Zoom_Contact_Center
   • Title: Zoom Contact Center
   • Page Type: Dashboard
   • Description
   • Can close: No

Session template

To verify if the Session Template has been installed correctly in Microsoft Dynamics 365, follow these steps:

1. Open the Copilot Service admin center.
2. In the left sidebar, navigate to Support Experience and select Overview.
3. Under the Workspaces section, click View All.
4. Locate Session Templates and click Manage to review the installed templates.
   The Session template will be created with the below format, in case if it is not created, need to create it manually with the same names.
   • Name: ZCC Session Template
   • Unique Name: zcc_session_template
   • Type: Generic
   • Communication panel mode: Docked
   • Title: Zoom Contact Center
   • Description
   • Session Icon
   • Anchor Tab: Should be associated with the Application tab template which was created in
     the previous step.

Verify the Dynamics 365 Channel Integration Framework version

If the Channel Integration Framework is installed previously, then we recommend verifying the version and confirm the version is 9.1.0.549 or greater, so that it supports the Zoom Contact Center app.

1. Sign in to the Power Apps admin portal.
2. In the navigation panel, click Environments, select an environment, then select Dynamics 365 Apps.
   You will see a list of installed apps.
3. Search for Dynamics 365 Channel Integration Framework and verify the version is 9.1.0.549 or higher.

Update the Dynamics 365 Channel Integration Framework Version

If the Channel Integration Framework version is lower than 9.1.0.549, follow these steps to update the app.

1. Sign in to the Power Apps admin portal.
2. In the navigation panel, click Environments, select an environment, then select Dynamics 365 Apps.
   You will see a list of installed apps.
3. Search for Dynamics 365 Channel Integration Framework.
   You will see Update available if there's an update.
4. Click the ellipses icon then Update.
5. Follow the on-screen prompts to update the Channel Integration Framework.

Visit the Dynamics 365 support site to learn more about managing Power Apps.

How to set up the Zoom Contact Center for Dynamics 365 app integration

A Zoom Contact Center admin must authorize the Zoom Contact Center service with the Microsoft Dynamics 365 application. This will enable the Zoom Contact Center support experience in Microsoft Dynamics 365.

Note: Before starting, contact Zoom Support to enable the integrations menu in the Zoom web portal.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. On the Select application page, specify the following:
   • Choose the external application you would like to connect with: Select Microsoft Dynamics 365.
   • Select connection method: select OAuth.
4. Click Next.
5. On the Setup your external application page, specify the following:
   • Name your connection: Enter Microsoft Dynamics 365. This name will be used to refer to this URL inside the Zoom Contact Center application instance.
   • Instance URL: Enter the subdomain for your Microsoft Dynamics 365 instance.
   • Tenant ID: Enter the tenant ID of your Microsoft Dynamics 365 instance.
6. Click Log in to Microsoft Dynamics 365.
7. Sign in to Microsoft Dynamics if prompted.
   If authentication is successful, you will see the message, Zoom Contact Center has successfully connected to Microsoft Dynamics 365.
8. Click Next.
9. Configure the following settings:
   • Screen pop Settings: Select when the screen pop will appear in the agent screen.
     • During call ringing
     • After call answered
   • Application Type: Choose the Dynamics 365 Sales, Service, or both.
     • Dynamics 365 Sales
     • Dynamics 365 Service
   • No Match Scenario: Select the object to create when a consumer calls in and no match is found.
     • Create a new account record
     • Create a new contact record
   • Phone based search: Add one or more Dynamics 365 entities that are used to perform search. Click Add Variable to display the entities available in Microsoft Dynamics 365. Agents will see the selected entity fields when searching. You can also use the drop-down menu to search for entities if there's too many to display.
   • IVR Based search (Optional): Map your Zoom Contact Center custom variables to corresponding Microsoft Dynamics 365 entity fields for searching. You can add one or more variables to perform the search functionality. Click Add Variable, select the variable, entity, and field to map together.
   • Automatic case creation: Create a case on every connected call.
   • Automatic call logging: Create a phone call activity for every successful call. When automatic call logging is enabled, engagements that are logged to the Microsoft Dynamics 365 phone call activity can populate the following fields: Subject, Phone Number, Start Date, Duration, Direction, Description, Call To, Call From, Regarding, Email, Channel, Smart Notes, Start Time, End Time, Disposition, and Recording URL. Recording URL is populated only when recording is enabled and available.
   • Automatic save of call recording URL: If the call recording was enabled, then on every successful call, the recording URL will be updated in the phone call activity log.
10. Click Save.
11. In the navigation menu, click Contact Center Management then Integrations. You will see the Microsoft Dynamics 365 application with a Connected status.

How to enable the Screen Pop feature (video)

You can enable the ability to display objects that match the consumer’s email address.

1. In the Zoom admin web portal, Once you set up the OAuth connection you will be guided to set up the configuration for video channel
2. Click the video tab
3. Specify the following under Search Settings:
   • No Match scenario: Select the object to create when a consumer calls in and no match is found.
     • Create a new account record
     • Create a new contact record
   • Custom Variables: Select the custom variable that captures the email address from the consumer via script widget on the flow
   • Entity: Select the standard/custom object across which the variable value from custom variables needs to be searched and matched with
   • Field: Select a field from the object that was selected in the above step whose value will be matched with the custom variables.
4. In the Screen Pop Settings section, select when the screen pop must happen:
   • During call ringing: If you select this option, screen pop happens during call ringing.
   • After call answered: If you select this option, screen pop happens after the call is answered.

How to enable the Screen Pop feature (web chat/email)

You can enable the ability to display objects that match the consumer’s email address.

1. In the Zoom admin web portal, Once you set up the Oauth connection you will be guided to set up the configuration for web chat/email channel
2. Click the chat/email tab.
3. Specify the following under Search Settings:
   • No Match scenario: Select the object to create when a consumer calls in and no match is found.
     • Create a new account record
     • Create a new contact record
   • Custom Variables: Select the custom variable that captures the email address from the consumer via script widget on the flow
   • Entity: Select the standard/custom object across which the variable value from custom variables needs to be searched and matched with
   • Field: Select a field from the object that was selected in above step whose value will be matched with the custom variables.
4. In the Screen Pop Settings section, select when the screen pop must happen:
   • During call ringing: If you select this option, screen pop happens during call ringing.
   • After call answered: If you select this option, screen pop happens after the call is answered.

How to enable the Screen Pop feature (SMS)

1. For the Screen pop Caller Search setting, change the following:
   • Flow Variables: Select the Global variable that captures the ANI from the consumer
   • Entity: Determines which objects in Microsoft Dynamics 365 are searched when a call is made.
   • Field: Determines which fields on the Entity are queried when looking for a caller match.
   • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
     You should be able to add multiple Caller search settings with AND/OR conditions.
2. For the Context Search setting, change the following:
   • Flow Variables: Select the Global or custom variable that captures the purpose of the SMS engagement via Collect Input widget on the flow.
   • Entity: Determines which objects in Microsoft Dynamics 365 are searched when a call is made.
   • Field: Determines which fields on the Entity are queried for context search
   • Operator: Determines the type of comparison (Exact match, Contains, Start with, End with).
     You should be able to add multiple context search settings with AND/OR conditions.
3. For the No match scenario, select What action to be taken and When action needs to be taken to control what screen is popped when it's unable to locate the caller.
4. For the Screen pop settings, select when should the screen pop (ie. during call ringing vs. after call answered).
5. Select Automatic SMS logging if you want to save the call log into Microsoft Dynamics365.
6. Select Automatic save of SMS transcript if you want to save the SMS transcript into Microsoft Dynamics 365.
7. Click Save Next.
   You will be redirected to the integrations screen and you should see the Microsoft Dynamics 365 integration listed. You will be able to see a Configuration column that indicates whether the configuration setting for enabled channel is complete.

How to assign Zoom Contact Center for Dynamics 365 integration to users 

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Click the display name of the user you want to enable the Microsoft Dynamics 365 integration for.
4. In the Client Integration drop-down menu, select Microsoft Dynamics 365.
5. Click Save.

How to edit Zoom Contact Center for Dynamics 365 integration settings 

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Applications tab.
4. For the Microsoft Dynamics 365 application, click the ellipses icon , then click View Configuration settings.
5. Change the settings, then click Save.

How to delete Zoom Contact Center for Dynamics 365 integration 

Once set up, you cannot edit the Zoom Contact Center for Dynamics 365 integration connection settings from the Dynamics 365 side. You can delete the connection if needed and re-create if needed; for example, if your Microsoft Dynamics 365 subdomain changes.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Applications tab.
4. For the Microsoft Dynamics 365 application, click the ellipses icon , then click Remove.
5. Click Delete to confirm.

Note: Once deleted, the client integration for Zoom Contact Center will be disabled, and the Microsoft Dynamics 365 connection will be removed from the Integrations page.

Supported regions

Some region-specific Dynamics URLs are not supported. Contact Zoom Support for assistance.