Create app Profile

Dynamics 365 uses App Profiles to configure how the session apps behave. To manage the configuration, Dynamics CRM is used.

1. Navigate to Dynamics CRM environment.

2. From the app listing view, select Customer Service admin center.

   

3. Select Workspaces from the Agent experience section.

4. From the Agent experience profiles, click Manage.

5. Click New, enter the values and click Create.

   Field Name	Value
   Name	InteractionSync for Genesys Cloud
   Unique Name	isgc_interactionsync

   Result: App profile is created.

6. Once App profile page is created, Add users to this profile page is displayed.

   

7. Click Add users to navigate to the App Profile user assignment.

8. Select the desired user from the list and click Add to view the Agent experience profiles page.

9. From the Agent experience profiles page, navigate to the Channel providers tab and click Edit. Click Create channel providers link to create new channel provider for the Unified Interface.

   

10. Fill out the channel provider settings as follows:

    Field Name	Value
    Name	InteractionSync for Genesys Cloud
    Unique Name	isgc_interactionsync
    Label	InteractionSync for Genesys Cloud
    Channel URL	https://interactionsync.avtexcloud.com
    Enable Out Bound	Yes
    Channel Order	1
    Api Version	2
    Custom Parameters	leave blank unless separate configurations required. See Create app Profile.

11. Click Save & Close.

    Result: Channel provider is created.

12. Once returned to the App profile page, navigate to Channel provider tab and click Edit. In the Third party voice channel providers section, search and select the channel provider created.

    

13. Click Save & Close.

Result: CIFV2 setup is successfully completed.