Set up CIF v1 option

For Customer Service Hub, Sales Hub, and any model-driven app where the softphone area is on the right side

For Customer Service Hub, Sales Hub, and single page Model-driven apps, InteractionSync can be shown on the right side of the application. To set this up, the Channel Integration Framework application is used to create a Channel Provider to point to InteractionSync.

Follow the steps below to configure the Channel Provider.

1. Click Channel Integration Framework app under Dynamics 365 menu in the header. The Active Channel Providers view is displayed.

2. Click New in view ribbon to create a new channel provider pointing to InteractionSync.

3. Configure the details:

   Field Name	Value
   Name	InteractionSync for Genesys Cloud
   Label	InteractionSync for Genesys Cloud
   Channel URL	https://interactionsync.avtexcloud.com
   Enable Outbound Communication	Yes
   Channel Order	1
   API Version	1.0
   Trusted Domain	leave blank
   Custom Parameters	leave blank unless separate configurations required. See Custom Parameters below.
   Select Unified Interface Apps for the Channel	Select which unified interface apps should show InteractionSync softphone.
   Select the Roles for the Channel	Select which roles in the organization should show InteractionSync softphone. See Permissions below.

4. Click Save.

Custom Parameters

Custom Parameters can be used to create separate configurations by business units or groups of users. The Custom Parameters value maps to a Configuration profile within the InteractionSync managed solution. The purpose for this would allow for different configurations for different organizations. Custom Parameters is specifically tied to the name of the Configuration profile such that one Configuration profile matches each Channel Provider.

• If Custom Parameters is left blank, the Default Configuration profile will be utilized for this Channel Provider.

• If a Custom Parameters value is set, go to the InteractionSync managed solution configuration page. When it loads, it will automatically create new configuration profiles in the drop-down list which match the string specified in the custom parameters for the Channel Profile.

Permissions

The managed solution deploys a role, InteractionSync for Genesys Cloud User, which can be used to assign to the Channel Provider along with users who should use the application.

To be able to utilize InteractionSync in Dynamics, the desired user must belong to a role that has the following permissions allowed:

1. Need to be able to read the InteractionSync for Genesys Cloud Config Entity custom entity (isgc_interactionsyncconfig).

2. Need to be able to read the Note entity (our config custom entity is a subtype of the note entity).

3. Needs to be able to query (read) basic ‘people’ entity types (contact, lead, account).

4. Needs to be able to create/update the activity entity (as well as subtypes).