Install Agent Workspace (Embedded) (Agent Embedded) in Microsoft Dynamics CIF v1

These instructions are for Microsoft Dynamics Channel Integration Framework (CIF) version 1. If you use CIF version 2, learn how to install Agent Workspace (Embedded) (Agent Embedded) in Microsoft Dynamics CIF v2.

This page explains how to install NiCE CXone Agent Workspace (Embedded) (Agent Embedded) in Microsoft Dynamics. Once it's installed, agents can use it to handle interactions directly inside Microsoft Dynamics.

This installation process is done in Microsoft Dynamics. If you don't have access to a section of Microsoft Dynamics mentioned in these steps, contact your organization's Microsoft Dynamics administrator to make sure you have the right permissions.

Install the Channel Integration Framework App

If you have not already installed Channel Integration Framework, follow these steps.

1. Open Microsoft Dynamics 365.

2. Click Apps in the top menu.

3. Search for Channel Integration Framework.

4. Click Get it Now at the bottom of the Dynamics 365 Channel Integration Framework card.

5. Review the overview information and click Get it Now again.

6. Agree to the terms and conditions. Installation begins automatically.

Create a Channel Provider for Agent Workspace (Embedded) (Agent Embedded)

1. In Microsoft Dynamics 365, open Channel Integration Framework.

2. In the Active Channel Providers menu, click New.

3. Fill out the fields in the New Channel Provider form.

   1. Give the Channel Provider a Name.

   2. Enter a Label. This appears as the title of Agent Workspace (Embedded) (Agent Embedded).

   3. For Channel URL, enter your Agent Workspace (Embedded) (Agent Embedded) URL, followed by _msd&base=, followed by your Microsoft Dynamics instance URL. Your Agent Workspace (Embedded) (Agent Embedded) URL is one of these:

      • If you are not on FedRAMP: https://cxagent.nicecxone.com/login?app=cxa

      • If you are on FedRAMP: https://cxagent.nicecxone-gov.com/login?app=cxa

      For example, if you are not on FedRAMP, and your Microsoft Dynamics instance URL is https://my.dynamics.com, your Channel URL would be https://cxagent.nicecxone.com/login?app=cxa_msd&base=https://my.dynamics.com.

   4. For Enable Outbound Communication, select Yes.

   5. In the Channel Order field, enter 1.

   6. In the Custom Parameters field, enter width=420&version=1.

   7. In the Sandbox Configuration field, enter allow-top-navigation.

   Learn more about fields in this step

   Field	Details
   Name	The name of the channel provider for Agent Workspace (Embedded) (Agent Embedded).
   Label	The title of Agent Workspace (Embedded) (Agent Embedded) that agents will see.
   Channel URL	Your Agent Workspace (Embedded) (Agent Embedded) URL.
   Enable Outbound Communication	Enables click to dial in Agent Workspace (Embedded) (Agent Embedded) for phone numbers in Microsoft Dynamics.
   Channel Order	Determines the priority of the channel provider. If set to 1, the channel provider will be used before other channel providers. For example, if Agent Workspace (Embedded) (Agent Embedded) is set to 1, and another agent application is set to 2, Agent Workspace (Embedded) (Agent Embedded) will be used first for interactions.
   API Version	Coincides with your version of Channel Integration Framework. The value should be 1.
   Trusted Domain	Space for an additional domain. Leave this field blank. Agent Workspace (Embedded) (Agent Embedded) always uses the domain in the Channel URL field.
   Custom Parameters	Space for additional settings, such as width, height, and version. It is important to specify version=1; if no version is specified, the system assumes you have Channel Integration Framework version 2 (CIF v2).
   Sandbox Configuration	Space for a list of sandbox attributes for the channel provider. Enter one of the following: allow-top-navigation: Allows Agent Workspace (Embedded) (Agent Embedded) to control redirects in Microsoft Dynamics. allow-top-navigation-by-user-activation: Allows Agent Workspace (Embedded) (Agent Embedded) to control redirects in Microsoft Dynamics only after a user action, such as accepting a call. This allows screen pops and hyperlinks to work. If you enter any additional attributes, separate them with commas.

4. Under Select Unified Interface Apps for the Channel, select the Microsoft Dynamics apps that you want Agent Workspace (Embedded) (Agent Embedded) to appear in.

5. Under Select the Roles for the Channel, select the roles for the agents who will use Agent Workspace (Embedded) (Agent Embedded).

6. Click Save.