Configuring your contact center for CIF 2.0

Last Updated : Oct 31, 2024 |
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Configure your contact center for CIF 2.0 to define how Avaya Workspaces for CRM handles incoming and outgoing interactions and manages the experience of your agents.
Configure the Omnichannel fields to synchronize agent states between 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.
  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.
    STEP RESULT:
    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 links
Avaya Workspaces for CRM integration with Dynamics 365
Activity Options field descriptionsSoftphone Options field descriptionsReason Codes field descriptions