Integration settings for Microsoft Dynamics

The following fields appear if the Platform you select is Microsoft Dynamics.

IMPORTANT You must configure the historical data integration before you can configure the real-time integration. This is because the agent synchronization process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Historical settings

Display name	Description
Group	A unique name assigned to a collection of integrations within a selected platform. You must provide the name when adding multiple integrations for the same platform and operation. You can skip it if there is only one integration. The name of the group must be distinct for each integration and integration type.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Microsoft Dynamics 365 client ID	The unique client ID associated with your registered Microsoft Dynamics 365 app in Mycrosoft Entra ID.
Microsoft Dynamics 365 client secret	The client secret for your registered Microsoft Dynamics 365 app in Microsoft Entra ID.
Microsoft Dynamics 365 base URL	The base URL for your Microsoft Dynamics 365. EXAMPLE https://org0123456.crm.dynamics.com
Admin time activities	A semicolon-separated list of activities to include in admin time. EXAMPLE Admin; Meeting
Idle time activities	The semicolon-separated list of agent activities that should be counted as Idle time. These activities identify periods where the agent is logged in but not actively engaged in an interaction.
Not Ready activities	The semicolon-separated list of agent activities that should be counted as Not Ready. This list defines which states indicate the agent is unavailable to handle interactions. Do not include the offline activities. EXAMPLE Not ready; Training
Ready activities	The semicolon-separated list of agent activities that should be counted as Ready. These activities represent states where the agent is available to receive interactions. EXAMPLE Ready; On call
Minutes per interval in Calabrio WFM	The number of minutes allocated to each interval in Calabrio WFM.
Acceptable service level threshold	The default service level threshold for answered contacts and the acceptable threshold for abandoned contacts. Default value is 20.
Abandoned short contact threshold	The default threshold for classifying abandoned short contacts.

Realtime settings

Display name	Description
Group	The name assigned to a collection of integrations under the selected platform. This name is required when adding multiple integrations for the same platform and operation. This is optional when a single integration is present.
Status	A toggle to enable or disable the integration. When enabled, the integration is active and processes data according to the configured settings.
Microsoft Entra client ID	The client ID of the app registered in your Microsoft Entra ID tenant. This app is used as the application user in Microsoft Dynamics 365 Customer Service or Customer Center.
Microsoft Dynamics 365 business unit	The Dynamics 365 business unit that the application user belongs to.
RTA access key	A unique access key configured in the Webhook settings and sent as an HTTP request header key value pair.