1.

Download and import the solution file to Dynamics 365.

Import the solution file to Dynamics 365 to configure your contact center properties.

Download the solution file from https://plds.avaya.com https://support.avaya.com/.

For more information on how to download and import the solution file, see the following topics:

• Downloading the CRM configuration file

• Importing a solution

2.

Add the contact center entities to the Power App.

Add the contact center entities to the Power App to use it for configuring your contact center. After you add the contact center entities, Dynamics 365 displays them within the Power App.

Create a Power App for your contact center or use an existing Power App to perform this procedure. For more information about creating Power Apps, see the Microsoft documentation.

3.

(Optional) Create a Contact Log custom table.

You can create a Contact Log custom table to save the interaction logs.

After creating the table, you must map the column names with the contact center configuration fields to save in the Custom Interaction Logs table you created.

You can also use the default Custom Log table to skip this step.

To create a Custom Log table, see the Dynamics 365 documentation at https://learn.microsoft.com/en-us/power-apps/maker/data-platform/create-edit-entities-solution-explorer.

4.

Create an agent experience profile.

Create an agent experience profile, add users to the profile, enable all active channels, and assign a third-party voice channel provider.

Perform these actions on the Customer Service Admin Center Power App.

To activate Omnichannel, you must enable the All active channels toggle.

5.

Configure the CIF provider for the new agent experience profile.

Fill out the necessary fields on the CIF provider configuration page.

6.

Configure your contact center.

You must configure your contact center using the Power App. Within the Power App, you can configure and change the properties of the Avaya Workspaces for CRM softphone.

You can refer to the CIF 1.0 field descriptions while configuring your contact center, except for the fields related to Omnichannel.

Configure the fields related to Omnichannel to synchronize agent states between Dynamics 365 and Avaya Workspaces for CRM and enable the synchronization.

7.

(Optional) Configure the agent states for Omnichannel.

Configure the Omnichannel fields and configure the reason codes to synchronize agent states between Dynamics 365 and Avaya Workspaces for CRM.

You can configure the reason codes in the Reason Codes tab and in the Productivity tab of the Customer Service Admin Center Power App.

Synchronizing the agent states between the Dynamics 365 and Avaya Workspaces for CRM is optional.