Connection settings for Microsoft Dynamics 365 Customer Service and Contact Center

Enter a unique name for the ACD.

Enter the Directory (tenant) ID value from your Dynamics 365 account.

Enter the Application (client) ID value from your Dynamics 365 account.

Enter the client secret Value from your Dynamics 365 account.

Enter the Environment URL from your Dynamics 365 account.

Calabrio Configuration

Your Calabrio ONE service account username. This service account is also referred to as your tenant administrator account or API user account. This is required for uploading data to the correct tenant. This account needs to be created by a system administrator, and the account resides in your tenant system. This tenant administrator account also needs to be given the correct permissions to upload data.

Contact Calabrio Support for assistance with creating this tenant administrator account.

See Create an API user and Manage roles and permissions for more information.

IMPORTANT    If you change your Calabrio ONE username, then you must immediately make the same change to this field.

The Calabrio ONE service account password.

IMPORTANT    If you change your password, then you must immediately make the same change to this field.

Products Enabled

Quality Management has been purchased as a Calabrio ONE product. Calabrio ONE offers support for Microsoft Dynamics 365 omnichannel systems. Microsoft Dynamics 365 voice and digital channels are supported, and they must be enabled using the Voice and Digital (Chat, SMS, Email, Social) toggles for call recordings and digital channel transcripts to be ingested into Calabrio ONE.

Enables the Microsoft Dynamics 365 voice integration.

Enables digital channel support for chat, SMS, and email channels.

IMPORTANT   Email channels are only supported in the Microsoft Dynamics 365 Customer Service integration.
The Microsoft Dynamics 365 Contact Center integration does not support email channels.
Social channels are not supported for both the Customer Service integration and the Contact Center integration.

Metadata Mapping

(Optional) Allows you to map Dynamics 365 metadata to custom metadata labels in Calabrio ONE. Dynamics 365 metadata values are synced with Dynamics 365 contacts into Calabrio ONE. The Dynamics 365 metadata values are mapped to metadata labels you create in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager).

You can use metadata to add a variety of trackable information to a contact in Calabrio ONE after you successfully map the metadata. Metadata fields are in the Contact Information tab on the Media Player page (Interactions > open a contact). You can view, edit, or delete a metadata field from your system.

Enable RTE Messaging for Screen Recording