InteractionSync Configuration

The configuration for InteractionSync for Cisco Webex Contact Center is found within Microsoft Dynamics 365 Solutions Settings. In the InteractionSync configuration, you can set up the following:

  • Cisco Webex integration
  • Screen pop triggering and matching

  • Activity record creation and mapping

Understanding the InteractionSync Configuration

Profiles and queues found within the InteractionSync configuration are used to associate agents with the application profiles set up in Dynamics and the queues set up in Cisco Webex Contact Center. If a profile or queue is not configured for the agent, then the default profile and queue is used for their interactions.

Configuration Scope Examples

If an agent is on an interaction from queue A, and there is only queue scopes for default and queue B, then the default queue scope configuration is applied.

If an agent is on an interaction from queue B, and there is only queue scopes for Default and queue B, then the B queue scope configuration is applied.

Accessing the Configuration

  1. Access Microsoft Power Apps by clicking on the link below:

Microsoft Power Apps

  1. Sign in using your organizations credentials, if necessary.
  2. Select Solutions from the Power Apps side menu.

  1. Select All to display all available solutions.

  1. Locate and select the InteractionSync solution within the list.

  1. Select the Overview icon located on the side menu, and then click View page found under the Configuration page section.

  1. Access the InteractionSync configuration from the pane that is now displayed on the right side of the page.

Profile Configuration

To access a Profile Configuration, click on Profile to expand and display a list of available profiles. Select the profile you want to configure. See the Profile Configuration topic for assistance with configuring a profile.

Queue Configuration

To access a Queue Configuration, click on Queue to expand and display a list of available queues. Select the queue you want to configure. See the Queue Configuration topic for assistance with configuring a queue.