Connection settings for Microsoft Dynamics 365 Customer Service and Contact Center

The following fields appear if you select Microsoft Dynamics 365 Customer Service or Microsoft Dynamics 365 Contact Center as an ACD.

Field	Configuration
ACD Name	Enter a unique name for the ACD.
Account ID	Enter the Directory (tenant) ID value from your Dynamics 365 account.
Client ID	Enter the Application (client) ID value from your Dynamics 365 account.
Client Secret	Enter the Value for the client secret from your Dynamics 365 account.
Environment URL	Enter the Environment URL from your Dynamics 365 account.
Calabrio Configuration
User Name	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.
Password	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	Quality Management has been purchased as a Calabrio ONE product.
Metadata Mapping
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
Enable RTE Messaging for Screen Recording	(Optional) Allows you to record the screens of Dynamics 365 agents who are configured for screen recording in Calabrio ONE.