Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)

Publisher

Cisco

URL

https://help.webex.com/en-us/article/n1lsqvu/Integrate-Webex-Contact-Center-CRM-Connector-for-Microsoft-Dynamics-365-(Version2-New)

Published

2026-09-15

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Microsoft Dynamics 365 connector requires *.dynamics.com to be present in the Webex Contact Center Content Security Policy Allowed List. in context
• The Version 2 Dynamics channel provider uses a Channel URL on wxcc-crmconnectors.ciscoccservice.com with a base query parameter set to the customer's Dynamics organization URL, API Version 2, Channel Order 1, Enable Outbound Yes, and a custom parameter naming the Webex Contact Center region. in context
• The Dynamics 365 Channel Integration Framework must be installed before the Webex Contact Center CRM connector is installed from Microsoft AppSource. in context
• For the Dynamics 365 connector, single-session Dynamics apps such as Customer Service Hub require Channel Integration Framework v1, and multi-session apps such as Omnichannel or Customer Service workspace require Channel Integration Framework v2. in context
• Cisco does not support integrating the Webex Contact Center connector with on-premise versions of Microsoft Dynamics. in context
• In the Version 2 Dynamics connector, screenPopIncomingMode accepts customer, case, activity or disabled with default customer, lookupVariable defaults to ani, and customerTable accepts account or contact with default contact. in context
• The Version 2 Dynamics 365 connector article lists Microsoft Edge and Google Chrome as the supported browsers for WebRTC. in context
• The Version 2 connector is installed from Dynamics 365 by selecting the gear icon, Advanced Settings, Microsoft AppSource, searching for Webex Contact Center CRM Connector for Microsoft Dynamics 365, selecting Get it now and accepting the legal terms and privacy statement. in context
• For the Version 2 connector, single-session Dynamics apps such as Customer Service Hub use Channel Integration Framework version 1 and multisession apps such as Omnichannel and Customer Service workspace use Channel Integration Framework version 2. in context
• The Webex Contact Center Content Security Policy allowed list must include *.dynamics.com for the Dynamics 365 connector. in context
• Because the Version 2 article uses the same channel provider specifications for CIF version 1, the same custom parameters for search and screen pop probably apply on single-session apps, but the article does not state this separately. inferred in context
• Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors, including the Dynamics 365 connector. in context
• After installation, Cisco says to confirm in the Power Platform admin center that both the Webex Contact Center CRM Connector and Dynamics 365 Channel Integration Framework show the status Installed. in context
• Microsoft Dynamics on-premises versions are not supported by the Webex Contact Center Dynamics 365 connector. in context
• The Version 2 connector prerequisites include administrator access to Control Hub, an agent with access to Desktop, a Microsoft Dynamics 365 service instance, and Channel Integration Framework in place before the connector is installed. in context
• For CIF 2.0 Cisco requires an application tab template named ApplicationTab with unique name wxcc_apptab, title Webex Contact Center and page type Dashboard. in context
• The Version 2 channel URL takes the form https://wxcc-crmconnectors.ciscoccservice.com/dynamics/connector/v1/index.html?base= followed by the https URL of the Dynamics organization. in context
• The Version 2 connector article configures single-session apps with a channel provider created in the Channel Integration Framework app using the same specifications as the multisession setup but the CIF version 1 APIs. in context
• The Version 2 parameter countryCodeRemoval, when true, strips the leading country code from the caller number before the search. in context
• The global tenant Desktop Inactivity Timeout does not affect the Dynamics CRM connector; a custom Desktop Timeout must be set in the Desktop Profile instead. in context
• The Dynamics connector gadget does not enforce the Desktop Profile voice option Validate using Dial Plans. in context
• Cisco publishes two Dynamics 365 agent-desktop connector articles: one titled Version 2 (New) for the Webex Contact Center CRM Connector and one titled Version 1 (Legacy). in context
• The Version 2 connector searches Dynamics using custom parameters lookupVariable (the CAD variable used to identify the caller, default ani), lookupFields (comma-separated fields to search) and customerTable (the record type to search, default contact). in context
• The Version 2 parameter screenPopOnNoMatch controls whether a new record opens when the search returns no result, and defaults to false. in context
• The Version 2 parameter noteField names the phone call field that stores agent notes, and enableSubjectEdit (default false) allows agents to edit the subject. in context
• Cisco's post-integration verification is to sign in as a test agent through the Dynamics connector and place test calls to confirm sign-in and call handling. in context
• For CIF 2.0, Cisco directs the administrator to Workspaces then Agent experience profiles, to create a profile named Webex Contact Center with unique name wxcc_appprofile, then edit its channel providers to create the Webex channel provider and edit users to add agents. in context
• Cisco's CIF 2.0 channel provider values are Name WebexChannelProvider, Unique Name wxcc_channelProvider_Dynamics, Label Webex Contact Center, Enable Outbound Communication Yes, Channel Order 1, API Version 2 and Enable Analytics No. in context
• The Version 2 parameters customerRecordMapping, caseRecordMapping and activityRecordMapping prefill fields of the account or contact, case and phone call activity records respectively, with CAD variables written in curly brackets. in context
• The Version 2 channel provider Custom Parameters must include a region key whose value is one of us1, ca1, eu1, eu2, anz1, jp1 or sg1 according to the Webex Contact Center data centre. in context
• The Version 2 parameter screenPopIncomingMode chooses what opens on an incoming call and takes the values customer, case, activity or disabled, with customer as the default. in context
• For CIF 2.0 Cisco requires two generic session templates anchored on ApplicationTab: Webex with unique name wxcc_defaultsession, and Webex Call Session with unique name exactly wxcc_callsession and communication panel mode Docked. in context
• To use the browser (Desktop) telephony option in the Version 2 connector, the Desktop profile must allow Desktop access and a webRtcDomain custom parameter must be set to the regional value such as rtw.prod-us1.rtmsprod.net for the US. in context
• The Dynamics 365 connector (Version 2) requires the Channel Integration Framework application to be installed before the connector. in context
• With the Dynamics 365 connector, the Screen Pop node in the Webex Contact Center flow can trigger a screen pop inside Microsoft Dynamics or in a separate window. in context
• The Dynamics 365 connector's screenPopIncomingMode parameter sets what opens for incoming calls: customer, case, activity or disabled. in context
• The Dynamics 365 connector searches by ANI by default and can instead look up a CRM field from a Webex Contact Center CAD variable using the lookupFields and lookupVariable parameters. in context

Cite this source record

APA

WarmTransfer. (2026, September 15). Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New). WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n1lsqvu-wxcc-dynamics-connector-v2

BibTeX

@misc{warmtransfer-cisco-help-n1lsqvu-wxcc-dynamics-connector-v2,
  title  = {Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New)},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n1lsqvu-wxcc-dynamics-connector-v2},
  note   = {Cisco, accessed 2026-09-30}
}