1.

Import the solution file to Dynamics 365.

You must import the solution file to Dynamics 365 to configure your contact center properties.

You must download the solution file from https://support.avaya.com/.

2.

Add the contact center entities to the Power App.

You must 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.

You must 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.

Configure your contact center.

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

When configuring the contact center, you can manage your agents' experience. For example, you can define whether Avaya Workspaces for CRM displays pop-up notifications to agents.

4.

Configure a channel provider in the Channel Integration Framework Power App.

After configuring your contact center within a Power App, you must use the Channel Integration Framework Power App to configure a channel provider. The channel provider fetches the Avaya Workspaces for CRM softphone from Avaya Experience Platform™ Public Cloud to Dynamics 365.

You must perform the following actions before configuring a channel provider:

• Configure your contact center within a Power App.

• Obtain the URL of the Avaya Experience Platform™ Public Cloud server from Avaya.

• Install the Channel Integration Framework Power App.