Configuring your contact center for CIF 2.0

Last Updated : Oct 21, 2024 |

About this task

Configure your contact center for CIF 2.0 to define how Avaya Workspaces for CRM handles incoming and outgoing interactions and manages experience of your agents.

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

Use this chapter to configure the CIF 2.0 related features. You can use the CIF 1.0 documentation to configure the rest of the fields.

Note:

Omnichannel-related configurations are available only for non-hybrid voice users.

Procedure

  1. On the Power Apps page, select the Power App where your contact center is located.
  2. Select Contact Centers.
  3. At the top of the page, click New.

    Dynamics 365 displays the New Contact Center page.

  4. Fill in the relevant fields.
  5. At the top of the page, click Save & Close.
Related information
Avaya Workspaces for CRM integration with Dynamics 365 overview
Activity Options field descriptions
Softphone Options field descriptions
Reason Codes field descriptions