Configuration · guide

Setting up the Webex Contact Center connector for Microsoft Dynamics 365

Verified 2026-10-01 · 70 sources · tier 2

For Contact center and Dynamics administrators configuring the Webex Contact Center connector for Microsoft Dynamics 365..

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) 53. It configures in-app agent call handling, screen pop, phone activity logging, and optional Flow Designer lookups 62 43 19.

Before you start

Both Channel Integration Framework (CIF) 1.0 and 2.0 require Dynamics 365 (online) 9.1 or later 8.
On-premises Dynamics is not supported 42.
Supported browsers are Chromium-based Microsoft Edge and Google Chrome 7 65.
The connector supports voice only; digital channels such as chat and email are not supported with CRM connectors 17.
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 installing the connector 46.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which Dynamics app will agents work in?

What should open when a call arrives?

Should Flow Designer query Dynamics before the call reaches an agent?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm framework prerequisites

Customer Service workspace (multisession, Channel Integration Framework 2.0)

Do

Confirm that the Dynamics environment includes Copilot Service workspace (or Omnichannel for Customer Service), which supplies CIF 2.0 without a separate installation 11. Verify that each agent has an active Microsoft Dynamics 365 Customer Service Enterprise subscription 12 66.

Verify

In Copilot Service admin center, verify that the path Support experience > Workspaces shows Third party voice channel provider 41.

Rollback

Suggested rollback: No configuration was applied in this step, so no rollback action is required.

Customer Service Hub or another single-session Unified Interface app (Channel Integration Framework 1.0)

Do

Navigate to https://<orgURL>.dynamics.com/apps to confirm the Channel Integration Framework 1.0 app exists in the organization 9. Microsoft states that installing CIF 1.0 from Microsoft Marketplace is no longer supported and that it is available only on organizations with Dynamics 365 Customer Service 10.

Verify

Open the Channel Integration Framework app and verify that the Active Channel Providers page displays 37.

Rollback

Suggested rollback: No configuration was applied in this step, so no rollback action is required.

Step 2 Install the connector from AppSource

Do

In Dynamics 365, select the gear icon, Advanced Settings, and Microsoft AppSource 5. Search for "Webex Contact Center CRM Connector for Microsoft Dynamics 365", select Get it now, and accept the legal terms and privacy statement 5. Note that the Webex App Hub listing specifies that admin approval is required through Webex Control Hub 4.

Verify

In the Power Platform admin center, confirm that both "Webex Contact Center CRM Connector" and "Dynamics 365 Channel Integration Framework" display the status Installed 25.

Rollback

Suggested rollback: Navigate to the solutions list in the administrative portal and uninstall the installed package.

Step 3 Allow the Dynamics domain in Webex Contact Center

Do

Add *.dynamics.com to the Webex Contact Center Content Security Policy allowed list 15.

Verify

Suggested check: Open the security settings in the administration interface and confirm that the allowed domain list contains the entry.

Rollback

Remove *.dynamics.com from the Content Security Policy allowed list 15.

Step 4 Create the channel provider

Customer Service workspace (multisession, Channel Integration Framework 2.0)

Do

Navigate to Support experience > Workspaces > Third party voice channel provider > New in Copilot Service admin center, or create an agent experience profile named "Webex Contact Center" with unique name wxcc_appprofile and add a new provider 41 58. 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 59. Set the Channel URL to https://wxcc-crmconnectors.ciscoccservice.com/dynamics/connector/v1/index.html?base= followed by your https Dynamics organization URL 48. In Custom Parameters, set {"region": "<value>"} using us1, ca1, eu1, eu2, anz1, jp1, or sg1 61.

Verify

Confirm that the Unique Name uses the <prefix>_<name> format with a 3 to 8 character alphanumeric prefix 32. Confirm that the API Version is 2 39. Because deploying or updating the app profile can overwrite the Channel URL, check the Channel URL field after any subsequent profile deployment 26 67.

Rollback

Deactivate the channel provider record, or delete it if permanent removal is intended, noting that a deleted channel provider cannot be reactivated 40.

Customer Service Hub or another single-session Unified Interface app (Channel Integration Framework 1.0)

Do

Open the Channel Integration Framework app and select New on Active Channel Providers 37. Configure the provider using the same Channel URL format and region Custom Parameters 48 61. Under Select Unified Interface Apps for the Channel, select the model-driven apps where agents should see the widget 33.

Verify

Confirm the channel provider appears on the Active Channel Providers list 37.

Rollback

Suggested rollback: Select the channel provider in the channel provider list and delete or deactivate the record.

Step 5 Configure application tab and session templates

Customer Service workspace (multisession, Channel Integration Framework 2.0)

Do

Create an application tab template named ApplicationTab with unique name wxcc_apptab, title Webex Contact Center, and page type Dashboard 47. Create two generic session templates anchored on ApplicationTab: Webex with unique name wxcc_defaultsession, and Webex Call Session with unique name wxcc_callsession and communication panel mode Docked 63.

Verify

Verify that the templates exist and confirm that the unique name wxcc_callsession matches exactly 63.

Rollback

Suggested rollback: Open the templates administration area and remove or unassign the created tab and session templates.

Customer Service Hub or another single-session Unified Interface app (Channel Integration Framework 1.0)

Do

For CIF 2.0, Cisco requires two generic session templates anchored on ApplicationTab, so skip this step for CIF version 1 single-session apps 63 13.

Verify

Suggested check: Confirm that single-session application configuration requires no session template records.

Rollback

Suggested rollback: No action required.

Step 6 Grant agent access to the channel provider

Customer Service workspace (multisession, Channel Integration Framework 2.0)

Do

Using an account with the App Profile Manager Administrator and Basic User roles 29, open the wxcc_appprofile experience profile. Add the agent users under Users > Add Users, and select the Webex channel provider under Channel providers > Edit 30. In CIF 2.0, access is controlled through the experience profile assignment rather than security role grids on the provider 38.

Verify

Confirm that assigned agents appear on the profile user list, noting that users without a custom profile fall back to the out-of-the-box default profile which does not include the provider 27.

Rollback

Remove the assigned users from the experience profile, or remove the channel provider from the profile's Channel providers list 30.

Customer Service Hub or another single-session Unified Interface app (Channel Integration Framework 1.0)

Do

On the CIF 1.0 channel provider record, select security roles under Select the Roles for the Channel, and assign those same security roles to each agent user 33. For non-administrator agents, ensure the assigned security role includes read access to the msdyn_ciprovider table 34.

Verify

Sign in as a non-administrator agent holding the role to verify access; do not use System Administrator or Customizer accounts for testing, as those roles have access regardless of role configuration 35.

Rollback

Remove the selected roles from the provider configuration or unassign the security roles from the agents 35.

Step 7 Configure caller lookup and screen pop

Open the matching contact or account

Do

In the channel provider Custom Parameters JSON, configure search keys: set lookupVariable (default ani), lookupFields (comma-separated fields to search), and customerTable (default contact) 54. If phone numbers in the database lack country codes, set countryCodeRemoval to true 50. Set screenPopIncomingMode to customer 62. Set screenPopOnNoMatch to true or false, and optionally configure customerRecordMapping with CAD variables enclosed in curly brackets 55 60.

Verify

Place a test call from an existing number to verify that the matching contact or account record opens, and confirm behavior for unmatched numbers against the screenPopOnNoMatch setting 55.

Rollback

Set screenPopIncomingMode to disabled in Custom Parameters 62.

Open a case record

Do

In the channel provider Custom Parameters JSON, configure lookupVariable, lookupFields, and customerTable 54. Set countryCodeRemoval to true if country codes must be stripped 50. Set screenPopIncomingMode to case 62. Use caseRecordMapping to prefill case record fields with CAD variables enclosed in curly brackets 60.

Verify

Place an inbound call and verify that a case record pops with the mapped CAD variables populated 60.

Rollback

Set screenPopIncomingMode to customer or disabled in Custom Parameters 62.

Open the phone call activity

Do

In the channel provider Custom Parameters JSON, configure lookupVariable, lookupFields, and customerTable 54. Set countryCodeRemoval to true if country codes must be stripped 50. Set screenPopIncomingMode to activity 62. Use activityRecordMapping to prefill phone call activity fields with CAD variables enclosed in curly brackets 60.

Verify

Place an inbound call and verify that the phone call activity record pops with the mapped CAD variables populated 60.

Rollback

Set screenPopIncomingMode to customer or disabled in Custom Parameters 62.

Open nothing automatically

Do

Verify

Place an inbound call and verify that no record opens automatically while call activity logging continues 43.

Rollback

Set screenPopIncomingMode to customer, case, or activity in Custom Parameters 62.

Step 8 Configure activity logging and Desktop Profile options

Do

In Custom Parameters, define noteField to name the phone call field storing agent notes, and optionally set enableSubjectEdit to true (default is false) 56. Every inbound and outbound call creates a phone log by default 43. In the Webex Desktop Profile, configure a custom Desktop Timeout, as tenant-level Desktop Inactivity Timeout settings do not apply to the connector 51. If agents use browser-based calling, allow Desktop access in the Desktop Profile and add the regional webRtcDomain custom parameter (such as rtw.prod-us1.rtmsprod.net for the US) 64. Note that the connector gadget does not enforce the "Validate using Dial Plans" setting 52.

Verify

Complete a test call and verify that a phone call activity record is created in Dynamics with agent notes saved into the specified noteField 43 56.

Rollback

Suggested rollback: Remove the custom parameter attributes from the channel configuration and restore the previous profile settings.

Step 9 Create the certificate and Entra ID application registration

Yes, configure the Control Hub Dynamics 365 connector

Do

Generate a 2048-bit RSA private key, a CSR, and a self-signed certificate valid for 365 days using OpenSSL 22. In the Microsoft Entra admin center, register a new application under App registrations with "Accounts in this organizational directory only" 21. Under Certificates & secrets, upload certificate.pem, and record the Application (client) ID and Directory (tenant) ID 21. Microsoft advises that self-signed certificates are for testing and recommends CA-signed certificates managed in Azure Key Vault for production 18.

Verify

Verify in Microsoft Entra admin center that the uploaded certificate appears under Certificates & secrets on the application registration 18.

Rollback

Delete the uploaded certificate from the application registration or delete the application registration 21.

No, agent-desktop integration only

Do

The separate Microsoft Dynamics 365 connector in Control Hub is used from the Flow Designer HTTP Request activity to fetch Dynamics data for routing decisions, so skip this configuration when flow lookups are not required 19.

Verify

Suggested check: Confirm that no external application registration is required for desktop-only use.

Rollback

Suggested rollback: No action required.

Step 10 Configure the Dynamics application user

Yes, configure the Control Hub Dynamics 365 connector

Do

In the Power Platform admin center, navigate to Manage > Environments > your environment > Settings > Users + permissions > Application users, and select + New app user 45. Select the Entra registered app, choose a business unit, and assign security roles 45. Note that only 1 application user is allowed per registered app, and Microsoft recommends assigning a custom security role 31.

Verify

Confirm that the new application user appears in the Application users list with an active status and the assigned security roles 45.

Rollback

Deactivate the application user from the Application users page, and delete it if necessary, noting that disabling the user breaks integrations dependent on it 44.

No, agent-desktop integration only

Do

For server-to-server access to Dataverse, the Entra-registered application needs an application user in the environment with security roles, so skip creating one when no Entra application is registered 31.

Verify

Suggested check: Confirm that no server-to-server application user is needed for desktop-only use.

Rollback

Suggested rollback: No action required.

Step 11 Create the Dynamics connector in Control Hub

Yes, configure the Control Hub Dynamics 365 connector

Do

In Control Hub, go to Services > Contact Center > Tenant Settings > Integrations > Connectors and add the connector 20. Enter the connector name, Dynamics resource domain including https://, grant type "Client credentials - certificate", client ID, public and private keys, and token URL https://login.microsoftonline.com/<TENANT_ID>/oauth2/v2.0/token using the Entra Directory (tenant) ID 20 23.

Verify

Save the connector and verify that Control Hub validates connectivity and displays a confirmation message, allowing the connector to be used in Flow Designer HTTP Request activities 24 19.

Rollback

Suggested rollback: Remove the connector configuration in the tenant management portal.

No, agent-desktop integration only

Do

Control Hub creates the connector under Services, Contact Center, Tenant Settings, Integrations, Connectors with grant type Client credentials - certificate only for Flow Designer access, so skip connector creation when not performing IVR lookups 20 19.

Verify

Suggested check: Confirm that the integrations connector list remains unchanged.

Rollback

Suggested rollback: No action required.

Step 12 Validate end-to-end agent workflow

Customer Service workspace (multisession, Channel Integration Framework 2.0)

Do

Agents sign into Dynamics, open the Customer Service workspace, select SIGN IN on the Webex Contact Center gadget, authenticate to Webex in a pop-up, enter station details such as telephony option and team, and place inbound and outbound test calls 2 57.

Verify

Confirm that the agent lands in Not Ready state upon sign-in 2. Verify that screen pops match the configured mode and that phone call activity records are logged 43. The Version 2 Dynamics connector does not expose presence, does not support multiparty conference, and limits directory search to main tabs 1.

Rollback

Suggested rollback: Sign the test agent out of the communication panel and close the application session.

Customer Service Hub or another single-session Unified Interface app (Channel Integration Framework 1.0)

Do

Sign into the selected Unified Interface app as a non-administrator test agent assigned the channel role, open the Webex gadget, and place inbound and outbound test calls 33 57.

Verify

Verify that the communication panel opens on the right side of the Unified Interface app, test calls complete, and phone activity records are logged 68 43. Confirm that the CIF 1.0 widget is not loaded in Omnichannel for Customer Service 36 69.

Rollback

Suggested rollback: Sign the test agent out of the communication panel and close the application session.

Applicability

Applies to: Cisco Webex Contact Center CRM Connector for Microsoft Dynamics 365, Cisco Webex Contact Center for Microsoft Dynamics 365, Microsoft Dynamics 365 Channel Integration Framework, Microsoft Dynamics 365 Channel Integration Framework 1.0, Microsoft Dynamics 365 Channel Integration Framework 2.0, Microsoft Entra ID, Cisco Webex Contact Center Flow Designer Microsoft Dynamics 365 connector, Microsoft Dynamics 365 Customer Service, Microsoft Dataverse, and Microsoft Power Platform admin center. Deployments: multi-tenant and saas. Sources checked 2026-10-01. Microsoft Dynamics on-premises versions are not supported 42. CIF 1.0 is available for Government Community Cloud (GCC) 70.

What remains uncertain

Sources disagree on the installation procedure for CIF 1.0: Microsoft states that installing CIF 1.0 from Microsoft Marketplace is no longer supported and is available only on organizations with Dynamics 365 Customer Service, whereas Cisco's legacy instructions direct administrators to install it from AppSource 10. Whether the search and screen-pop custom parameters function identically in CIF 1.0 single-session applications is not covered by the sources below. The minimum security role required for the Flow Designer application user and the exact behavior when a caller lookup returns multiple matching records are not covered by the sources below. Where in Control Hub the CSP allowed list and App Hub admin approval settings are located is not covered by the sources below.

Sources

1
The Version 2 Dynamics connector does not expose presence, does not support multiparty conference, and limits directory search to main tabs.
Access and use Webex Contact Center within Microsoft Dynamics 365 (Version 2-New) · Limitations · Checked 2026-09-30
2
Agents sign into Dynamics, open the Customer Service workspace, select SIGN IN on the Webex Contact Center gadget, authenticate to Webex in a pop-up, enter station details such as telephony option and team, and land in Not Ready state.
Access and use Webex Contact Center within Microsoft Dynamics 365 (Version 2-New) · Sign-in section · Checked 2026-09-30
3
Cisco's connector procedure does not mention creating a Dataverse application user, but because the connector uses client-credentials access to Dynamics, an application user with a security role is probably required for its calls to succeed.inferred
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Configure Microsoft Entra connected application (absence of application-user step) · Checked 2026-09-30
4
The Webex App Hub listing for Webex Contact Center for Microsoft Dynamics 365 states that admin approval is required through Webex Control Hub.
Webex Contact Center for Microsoft Dynamics 365 - Webex App Hub · Requirements field of listing · Checked 2026-09-30
5
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Install Webex Contact Center CRM Connector for Microsoft Dynamics 365 · Checked 2026-09-30
6
Because Cisco's certificate is self-signed for 365 days, the Flow Designer Dynamics connector will likely stop authenticating after a year unless the certificate is replaced in both Entra ID and Control Hub.inferred
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Create public and private key certificates · Checked 2026-09-30
7
Channel Integration Framework supports Microsoft Edge and Google Chrome, and the channel URL domain must use HTTPS.
System requirements for Dynamics 365 Channel Integration Framework 2.0 · Supported browsers; Domains · Checked 2026-09-30
8
Dynamics 365 Channel Integration Framework 1.0 and 2.0 both require Dynamics 365 (online) 9.1 or later.
System requirements for Dynamics 365 Channel Integration Framework 2.0 · System requirements for Dynamics 365 Channel Integration Framework 2.0, first bullet · Checked 2026-09-30
9
Channel Integration Framework 1.0 is reached in an organization through https://<orgURL>.dynamics.com/apps.
Get Dynamics 365 Channel Integration Framework 1.0 · View Dynamics 365 Channel Integration Framework in Dynamics 365 · Checked 2026-09-30
10
Microsoft states that installing Channel Integration Framework 1.0 from the Microsoft Marketplace is no longer supported and that it is available only on organizations with Dynamics 365 Customer Service.
Get Dynamics 365 Channel Integration Framework 1.0 · Note under Get Dynamics 365 Channel Integration Framework 1.0 · Checked 2026-09-30
11
Channel Integration Framework 2.0 is available with Copilot Service workspace and Omnichannel for Customer Service rather than as a separate install.
Get Dynamics 365 Channel Integration Framework 2.0 · Get Dynamics 365 Channel Integration Framework 2.0, first paragraph · Checked 2026-09-30
12
Channel Integration Framework 2.0 requires an active Microsoft Dynamics 365 Customer Service Enterprise subscription in the tenant for each user.
System requirements for Dynamics 365 Channel Integration Framework 2.0 · Licensing · Checked 2026-09-30
13
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Requirements · Checked 2026-09-30
14
Cisco's legacy Version 1 article instructs installing Dynamics 365 Channel Integration Framework from Microsoft AppSource before installing the Webex application, which conflicts with Microsoft's statement that Marketplace installation of CIF is no longer supported.disputed
Integrate Webex Contact Center with Microsoft Dynamics 365 · Integrate section, AppSource installation order · Checked 2026-09-30
15
The Webex Contact Center Content Security Policy allowed list must include *.dynamics.com for the Dynamics 365 connector.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Requirements · Checked 2026-09-30
16
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
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Configure Channel Provider (Channel integration framework version v1 configurations); Channel Integration Framework customizations · Checked 2026-09-30
17
Digital channels such as chat and email are not supported with the Webex Contact Center CRM connectors, including the Dynamics 365 connector.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Requirements · Checked 2026-09-30
18
Microsoft recommends certificate credentials over client secrets, accepts .cer, .pem or .crt uploads, and advises that self-signed certificates are for testing while production should use a CA-signed certificate managed in Azure Key Vault.
Add and manage app credentials in Microsoft Entra ID · Add a credential to your application; Add a certificate tab · Checked 2026-09-30
19
Cisco's separate Microsoft Dynamics 365 connector in Control Hub uses certificate-based authentication and is used from the Flow Designer HTTP Request activity to fetch Dynamics data for routing decisions.
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Introduction and closing paragraph · Checked 2026-09-30
20
The connector is created in Control Hub under Services, Contact Center, Tenant Settings, Integrations, Connectors with a name, the Dynamics resource domain including https://, grant type Client credentials - certificate, client ID, public and private keys, and token URL.
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Create Microsoft Dynamics 365 Connector on Webex Contact Center · Checked 2026-09-30
21
Cisco's procedure registers a new app under App registrations in the Microsoft Entra admin center with Accounts in this organizational directory only, uploads certificate.pem on Certificates & secrets, and records the Application (client) ID and Directory (tenant) ID.
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Configure Microsoft Entra connected application · Checked 2026-09-30
22
Cisco's procedure generates a 2048-bit RSA private key, a certificate signing request and a self-signed certificate valid for 365 days with OpenSSL.
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Create public and private key certificates · Checked 2026-09-30
23
The token URL for the Control Hub Dynamics connector is https://login.microsoftonline.com/<TENANT_ID>/oauth2/v2.0/token using the Entra directory (tenant) ID.
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Create Microsoft Dynamics 365 Connector on Webex Contact Center, Token URL field · Checked 2026-09-30
24
On saving, Control Hub validates connectivity to the Dynamics 365 connected application and, if successful, saves the credentials and shows a confirmation message.
Configure Microsoft Dynamics 365 Connector for Webex Contact Center · Create Microsoft Dynamics 365 Connector on Webex Contact Center, final step · Checked 2026-09-30
25
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Install Webex Contact Center CRM Connector for Microsoft Dynamics 365, final step · Checked 2026-09-30
26
Microsoft warns that deploying or updating the Copilot Service workspace app profile can overwrite the CIF 2.0 Channel URL, so the Channel URL should be checked after a deployment.
FAQ about Dynamics 365 Channel Integration Framework · Why should I check or update channel URLs in Dynamics 365 Channel Integration Framework 2.0? · Checked 2026-09-30
27
A representative with no custom experience profile is assigned an out-of-the-box default profile, and setting a profile as default associates all available users with it.
Configure experience profiles · Introduction; Assign users, templates, configure productivity pane, channels, step 1 · Checked 2026-09-30
28
Microsoft Learn now names the admin surface for multisession voice channel providers Copilot Service admin center and the multisession app Copilot Service workspace, where Cisco's article uses Customer Service admin center and Customer Service workspace.
Configure channel providers in Dynamics 365 Channel Integration Framework 2.0 · Introduction and Configure a non-Microsoft channel provider · Checked 2026-09-30
29
Creating experience profiles in Copilot Service admin center requires the App Profile Manager Administrator role and the Basic User role.
Configure experience profiles · Prerequisites · Checked 2026-09-30
30
On an experience profile page, Add Users in the Users section assigns representatives, and Edit in the Channel providers section selects non-Microsoft voice channel providers.
Configure experience profiles · Assign users, templates, configure productivity pane, channels, step 3 · Checked 2026-09-30
31
For server-to-server access to Dataverse, the Entra-registered application needs an application user in the environment with security roles, only one application user is allowed per registered app, and Microsoft recommends a custom security role.
Use single-tenant server-to-server authentication (Microsoft Dataverse) · Application user creation · Checked 2026-09-30
32
A CIF 2.0 channel provider Unique Name must use the <prefix>_<name> format with an alphanumeric prefix of 3 to 8 characters.
Configure channel providers in Dynamics 365 Channel Integration Framework 2.0 · Configure a non-Microsoft channel provider, Unique Name row · Checked 2026-09-30
33
A CIF 1.0 channel provider has Select Unified Interface Apps for the Channel, which lists the apps where agents see the widget, and Select the Roles for the Channel, where a user must hold the same security role to access the provider.
Configure channel providers for your Dynamics 365 organization · Configure a channel provider, field table rows Select Unified Interface Apps for the Channel and Select the Roles for the Channel · Checked 2026-09-30
34
The msdyn_ciprovider table is accessible only to administrator roles, so non-administrator agents need a role granting read access to msdyn_ciprovider for the CIF 1.0 panel to load.
Configure channel providers for your Dynamics 365 organization · Configure a channel provider, Note first bullet · Checked 2026-09-30
35
If no role is selected on a CIF 1.0 channel provider, only System Administrators and Customizers can access it, and those two roles always have access whatever roles are selected.
FAQ about Dynamics 365 Channel Integration Framework · What happens when you select a role from under Select roles for the Channel? · Checked 2026-09-30
36
A CIF 1.0 communication widget cannot be loaded in Omnichannel for Customer Service.
FAQ about Dynamics 365 Channel Integration Framework · Can I load the Dynamics 365 Channel Integration Framework 1.0 communication widget in Omnichannel for Customer Service? · Checked 2026-09-30
37
A CIF 1.0 channel provider is created by opening the Channel Integration Framework app from the Dynamics 365 apps page and selecting New on the Active Channel Providers page.
Configure channel providers for your Dynamics 365 organization · Configure a channel provider, steps 1-3 · Checked 2026-09-30
38
In CIF 2.0, telephony channel providers have no Unified Interface app or role grids; access is granted by assigning the agent experience profile that contains the provider to users.
FAQ about Dynamics 365 Channel Integration Framework · How do I select roles for the voice channel provider record? · Checked 2026-09-30
39
The Api Version field of a CIF 2.0 channel provider is set to 2 when the administrator navigates to it from the experience profile.
Configure channel providers in Dynamics 365 Channel Integration Framework 2.0 · Configure a non-Microsoft channel provider, Note · Checked 2026-09-30
40
A CIF 2.0 channel provider can be deactivated and later reactivated, but a deleted channel provider cannot be reactivated.
Configure channel providers in Dynamics 365 Channel Integration Framework 2.0 · Deactivate or delete a channel provider · Checked 2026-09-30
41
In Copilot Service admin center a non-Microsoft channel provider is added under Support experience, Workspaces, Manage for Third party voice channel provider, then New.
Configure channel providers in Dynamics 365 Channel Integration Framework 2.0 · Configure a non-Microsoft channel provider, step 1 · Checked 2026-09-30
42
Microsoft Dynamics on-premises versions are not supported by the Webex Contact Center Dynamics 365 connector.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Requirements · Checked 2026-09-30
43
With the Version 2 connector every inbound and outbound call generates a phone log in Dynamics by default, and agents can add notes to it and associate records with the call.
Access and use Webex Contact Center within Microsoft Dynamics 365 (Version 2-New) · Activity logging (phone log) section · Checked 2026-09-30
44
An application user can be deactivated from the Application users page, only inactive application users can be deleted, and disabling an application user breaks every integration that uses it.
Manage application users in the Power Platform admin center · Activate or deactivate an application user; Delete an inactive, application user · Checked 2026-09-30
45
An application user is created in the Power Platform admin center under Manage, Environments, the environment, Settings, Users + permissions, Application users, + New app user, choosing the Entra app, a business unit and security roles.
Manage application users in the Power Platform admin center · Create an application user · Checked 2026-09-30
46
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Requirements · Checked 2026-09-30
47
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Set Up Application tab and Session templates · Checked 2026-09-30
48
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Set Up the Webex Contact Center Connector for Microsoft Dynamics 365, Channel URL row · Checked 2026-09-30
49
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Configure Channel Provider (Channel integration framework version v1 configurations) · Checked 2026-09-30
50
The Version 2 parameter countryCodeRemoval, when true, strips the leading country code from the caller number before the search.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · List of variables, countryCodeRemoval · Checked 2026-09-30
51
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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Desktop Timeout · Checked 2026-09-30
52
The Dynamics connector gadget does not enforce the Desktop Profile voice option Validate using Dial Plans.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · WxCC DN restrictions in gadget · Checked 2026-09-30
53
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).
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · article title · Checked 2026-09-30
54
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).
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · List of variables · Checked 2026-09-30
55
The Version 2 parameter screenPopOnNoMatch controls whether a new record opens when the search returns no result, and defaults to false.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · List of variables, screenPopOnNoMatch · Checked 2026-09-30
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The Version 2 parameter noteField names the phone call field that stores agent notes, and enableSubjectEdit (default false) allows agents to edit the subject.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · List of variables, noteField and enableSubjectEdit · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Post integration verification · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Set Up the Webex Contact Center Connector for Microsoft Dynamics 365 · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Set Up the Webex Contact Center Connector for Microsoft Dynamics 365, channel provider field table · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · List of variables, record mapping rows · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Set Up the Webex Contact Center Connector for Microsoft Dynamics 365, Custom Parameters row and region list · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · List of variables, screenPopIncomingMode · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · Set Up Application tab and Session templates · Checked 2026-09-30
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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.
Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version2-New) · WebRTC · Checked 2026-09-30
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The supported browsers for CIF 2.0 are Chromium-based Microsoft Edge and Google Chrome, and browser policy must not block microphone or speaker access for voice.
System requirements for Dynamics 365 Channel Integration Framework 2.0 · Supported browsers section and note · Checked 2026-10-01
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CIF 2.0 requires an active Microsoft Dynamics 365 Customer Service Enterprise subscription for each user.
System requirements for Dynamics 365 Channel Integration Framework 2.0 · Licensing section · Checked 2026-10-01
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Deploying or updating the Copilot Service workspace app profile overwrites the Channel URL field in the CIF 2.0 settings, so check the URL after each deployment.
FAQ about Dynamics 365 Channel Integration Framework · CIF 2.0 FAQ > Why should I check or update channel URLs in Dynamics 365 Channel Integration Framework 2.0? · Checked 2026-10-01
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The CIF communication panel sits on the right side in version 1.0 (minimized or expanded) and on the left side in version 2.0 (docked, minimized or hidden).
Choose between Dynamics 365 Channel Integration Framework 1.0 and 2.0 · Versions 1.0 and 2.0 matrix, rows 'Communication panel' and 'Communication panel modes' · Checked 2026-10-01
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Loading the CIF 1.0 communication widget in Omnichannel for Customer Service is not supported.
FAQ about Dynamics 365 Channel Integration Framework · CIF 1.0 FAQ > Can I load the Dynamics 365 Channel Integration Framework 1.0 communication widget in Omnichannel for Customer Service? · Checked 2026-10-01
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CIF 1.0 is available for Government Community Cloud (GCC).
Choose between Dynamics 365 Channel Integration Framework 1.0 and 2.0 · Note under section 'Dynamics 365 Channel Integration Framework 1.0' · Checked 2026-10-01

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 1). Setting up the Webex Contact Center connector for Microsoft Dynamics 365. WarmTransfer. https://warmtransfer.net/guides/wxcc-dynamics-365-setup

BibTeX

@misc{warmtransfer-wxcc-dynamics-365-setup,
  title  = {Setting up the Webex Contact Center connector for Microsoft Dynamics 365},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-dynamics-365-setup},
  note   = {Verified 2026-10-01}
}