Unable to integrate microsoft dynamics 365 contact center widget in salesforce CRM

Dear All,

When I am trying to integrate dynamics 365 contact center widget in salesforce CRM, I am unable to see the widget after following the steps described below.

Please help.

Set up the embedded experience for Dynamics 365 Contact Center

100 XP

6 minutes

The Dynamics 365 Contact Center's embedded conversation widget helps agents engage in direct chat conversations with customers through any CRM system. You can integrate this widget into any webpage or application that's compatible with HTML and JavaScript, which ensures a uniform and integrated chat interface across various platforms.

The example in this unit uses Salesforce to set up the embedded experience.

The prerequisites for setting up the embedded experience are:

Set up the System requirements prerequisites.
Make sure that the omnichannel capabilities are turned on in your organization. For more information, see Provision channels in Dynamics 365 Contact Center.
Make sure that the provisioning user has permission to the System Administrator role in Salesforce.
Make sure that you have the embedded widget URL. To find the embedded widget URL, go to the welcome page of Contact Center admin center. Select Open under Your default contact center, and then go to the Conversation widget tab, which lists the URL under Integration into third-party systems.

Set up the call center in Salesforce

To set up the call center in Salesforce, follow these steps:

Download the call center definition file from the following location: https://github.com/microsoft/copilot-for-service/blob/main/samples/SFCallCenter/Dynamics365CallCenter.xml. To access the file, make sure that you're signed in to GitHub.
Open the file, replace the CTI Adapter URL with the embedded widget URL, and then save your changes.
Sign in to Salesforce.
Go to the Setup section by selecting the gear icon in the upper-right corner.
In the Quick Find box, search for Call Center.
Select Continue if you're setting up this feature for the first time.
Select Import and then select the call center definition file.
Go to Manage Call Center Users > Add more users, select the user record that you're currently signed in with, and then select Save.

Set up a softphone in Salesforce

To set up a softphone in Salesforce, follow these steps.

Create a softphone layout by completing these steps:
1. In the Quick Find box, search for Softphone Layouts.
2. Create a new softphone layout or edit an existing one.
3. Verify that Is Default Layout is selected and then select Save.
To set up the softphone utility for your application, go to the App Manager in setup and then edit the Service Console application.
Go to Utility Items and select Open CTI Softphone to add the softphone utility.
Name your softphone appropriately (for example, MSFT Omnichannel), set the width to 400 and height to 600, and then select Save.
Go to the Service Console from the Apps page.
Refresh your browser. The embedded widget appears in your application.

Categories:

Dynamics 365 general

Hello IS-14031720-0,

You've followed the steps outlined for embedding the Dynamics 365 Contact Center widget into Salesforce, but the widget isn't appearing. This indicates a potential misconfiguration or missing step in the process. Let's troubleshoot the issue:

Potential Causes and Troubleshooting:

Incorrect Embedded Widget URL:
- Double-Check the URL: Carefully verify that the URL you've copied from the Contact Center admin center is accurate. Even a small typo can prevent the widget from loading.
- Environment Specific URL: Ensure the URL corresponds to the correct Dynamics 365 Contact Center environment.
XML File Modification Errors:
- Typos: Double-check the XML file you downloaded from GitHub. Ensure the CTI Adapter URL is replaced exactly with the embedded widget URL, without any extra spaces or characters.
- Encoding Issues: Ensure the XML file is saved with UTF-8 encoding.
Salesforce Call Center Setup:
- Import Successful? Verify that the call center definition file was successfully imported into Salesforce. Check the import logs for any errors.
- User Assignment: Confirm that the user you're currently logged in with is correctly assigned to the call center.
- Activation: Ensure the call center is activated.
Softphone Layout Issues:
- Default Layout: Verify that the softphone layout you created or edited is set as the default layout.
- Correct Layout: Ensure the correct layout is assigned to the users who need to see the widget.
Softphone Utility Configuration:
- App Manager: Double-check the App Manager settings for the Service Console app.
- Utility Item: Confirm that the "Open CTI Softphone" utility item is correctly added and configured.
- Name: Confirm that the Name is correct.
- Dimensions: Verify the width and height are set to the correct values (400x600).
Browser Issues:
- Cache and Cookies: Clear your browser's cache and cookies.
- Browser Compatibility: Ensure you're using a supported browser for Salesforce.
- Extensions: Disable browser extensions that might interfere with the widget.
Salesforce Permissions:
- User Permissions: Ensure your Salesforce user has the necessary permissions to access call centers and softphones.
- CTI Adapter Permissions: Verify that the user has the required permissions to use the CTI adapter.
Dynamics 365 Contact Center Configuration:
- Omnichannel Enabled: Double-check that omnichannel capabilities are enabled in your Dynamics 365 Contact Center environment.
- Provisioning User Permissions: Confirm that the provisioning user has the System Administrator role in Salesforce.
Network Connectivity:
- Firewall/Proxy: Ensure that there are no firewall or proxy settings blocking communication between Salesforce and the Dynamics 365 Contact Center widget.
GitHub File Changes:
- File Updates: Very rarely, the sample file on GitHub could have been updated. Ensure you are using the correct version of the file.

Troubleshooting Steps:

Start with the URL: Verify that the URL that you are using is correct. Copy and paste it into a browser. If the widget loads, the url is correct.
Use Salesforce Developer Tools:
- Open the Salesforce Service Console.
- Use your browser's developer tools (F12) to inspect the console for any JavaScript errors.
- Check the network tab for any failed requests or blocked resources.
Test with a Different User:
- Try logging in to Salesforce with a different user who has the necessary permissions.
Re-Import the XML:
- Try deleting the call center from Salesforce and re-importing the XML file.
Simplify the Setup:
- If you're editing an existing softphone layout, try creating a new one with minimal settings.
Check Salesforce Logs:
- Review the Salesforce setup audit trail and debug logs for any errors.

Key Recommendations:

Focus on the URL and XML file: These are the most common points of error.
Use developer tools: This will help you identify any JavaScript errors or network issues.
Test with a different user and a simplified setup: This can help isolate the problem.

By systematically working through these troubleshooting steps, you should be able to identify the root cause of the issue and get the Dynamics 365 Contact Center widget working in Salesforce. If you continue to experience problems, contact Microsoft Support or Salesforce Support for further assistance.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Best Regards,
Daivat Vartak

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