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 and chat channel.

This article covers:

• How to install and Configure the Zoom Contact Center for Dynamics 365 app
  • Install the Zoom Contact Center for Dynamics 365 app.
  • Configure Zoom Contact Center for Dynamics 365 in the Channel Integration Framework
  • Verify the Channel Integration Framework version
  • Update the Channel Integration Framework Version
• How to set up the Zoom Contact Center for Dynamics 365 app integration
• How to enable the Screen Pop feature (video)
• How to enable the Screen Pop feature (web chat)
  • How to assign Zoom Contact Center for Dynamics 365 integration to users
• How to edit Zoom Contact Center for Dynamics 365 integration settings
• How to delete Zoom Contact Center for Dynamics 365 integration

Prerequisites 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
• Dynamics 365 Channel Integration Framework v1.0 installed
  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 Channel Integration Framework

1. Sign in to the Dynamics 365 admin portal.
2. Search for and select the 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: Enter https://zoom.us/crm-int/callbar/?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. Use the Channel Order, Select Unified Interface Apps for the Channel, or Select the Roles for the Channel to determine whether and when the Zoom Contact Center for Dynamics 365 integration will appear for your users. Visit the Dynamics 365 support site to learn more about these settings.

Verify the 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 Channel Integration Framework and verify the version is 9.1.0.549 or higher.

Update the 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 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 agent experience in Microsoft Dynamics 365.

Note: Before starting, you must 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.
   • 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)

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 chat 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 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.