Adding the contact center entities to a Power App

Last Updated : Jan 23, 2024 |
Prolog information
Metadata
Keywords:
Add the contact center entities to a Power App. With contact center entities, you can manage your contact center components, such as configuration, interaction logs, and the list of agents that can access the Avaya Workspaces for CRM softphone. You must add the following contact center entities to the Power App:
  • Contact Center: To manage the contact center configuration.
  • Contact Log: To manage the contact center logs.
  • Contact: To manage the customer details.
To add contact center entities to Power Apps, use the Sitemap Designer application. For more information about using the Sitemap Designer application, see the Microsoft documentation.
Before you begin
  • Create a Power App for your contact center or use the existing Power App. For more information about creating Power Apps, see the Microsoft documentation.
  • Import the solution file that you downloaded from the Avaya Support website to Dynamics 365.
  1. On the Power Apps page, click the Three Dots icon within the Power App configured for your contact center.
  2. In the pop-up window, click OPEN IN APP DESIGNER.
    STEP RESULT:
    Dynamics 365 displays the App Designer page.
  3. In the Site Map row, click the Edit icon.
    STEP RESULT:
    Dynamics 365 displays the Sitemap Designer page.
  4. To configure an Area for your contact center, click the New Area tab and, in Title, type a name.
    ADDITIONAL INFORMATION:
    Dynamics 365 uses Areas to enable users to switch between multiple contact center configurations. You can switch between Areas using the toggle icon at the bottom of the Power App page.
  5. To configure a group for your contact center, click the New Group tab and, in Title, type a name.
    ADDITIONAL INFORMATION:
    Dynamics 365 displays Groups as headers on the Power App page. To add contact center entities to each group, you can use the New Subarea tab.
  6. To create an entity for managing your contact center configuration, do the following:
    1. Click the New Subarea tab.
    2. In Entity, select Contact Center.
    STEP RESULT:
    You can use the created entity to configure your contact center within the Power App.
  7. To create an entity for managing your contact center logs, do the following:
    1. At the top of the Sitemap Designer page, click Add Subarea.
    2. Click the New Subarea tab.
    3. In Entity, select Contact Log.
    STEP RESULT:
    You can use the created entity to manage the interaction logs within the Power App.
  8. To create an entity for managing customer details, do the following:
    1. At the top of the Sitemap Designer page, click Add Subarea.
    2. Click the New Subarea tab.
    3. In Entity, select Contact.
    STEP RESULT:
    You can use the created entity to view and manage customer details.
  9. At the top of the Sitemap Designer page, click Save And Close.
    STEP RESULT:
    Dynamics 365 updates the Power App configuration and redirects you to the App Designer page.
  10. At the top of the page, click Publish.
    STEP RESULT:
    You can now access the Power App and use it to manage your contact center configuration.
Related links
Avaya Workspaces for CRM integration with Dynamics 365
Importing a solution
Adding Contact Center Entities in Dynamics 365