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How to install Channel Integration Framework in D365 & Add Solgari as the Channel Provider (CIF 1.0)

Elina
Updated

Installing Microsoft Channel Integration Framework (CIF) is a requirement for customers using Solgari Converse within D365.


Once CIF is set up by the administrator and Solgari has been added as the channel provider, Converse is a no-touch deployment for the end user.

The Solgari team will however require information on your company's Dynamics instance URL/URLs to set up the back end for auto-provisioning.

  • See below the instructions for CIF installation - this is to be performed by a D365 administrator.
  • Note that there is a separate process to set up click2dial (link here and at the bottom of this page)
  • Also note that currently Microsoft Channel Integration Framework does not support mobile browsers

The instructions below are for CIF 1.0 (Sales, Customer Service, Field Operations and UI apps based on them), this is correct for most setups. If you are using Omnichannel for Customer Service or Customer Service Workspace apps, follow the instructions for CIF 2.0 here

Install the Solgari D365 customizations

First, you need to install our D365 managed package in the environment where CIF will be installed. If you don't have the managed package, please request this from Solgari Onboarding. The package adds few additional fields for the phonecall entity as well as solgari_chat entity for our conversations. The administrator can use either method below to import the solutions file.

Method 1

Go to Advanced Settings > Customization > Solutions
Select Import and upload the zip-file
Method 2  
Navigate to Microsoft Power Apps > Solutions > Import Solution

 

 

 

Installing Microsoft Channel Integration Framework 1.0 on your Dynamics365 environment

Login to your D365 environment. Your user account is required to be a member of the System Administrator role. 

Navigate to https://go.microsoft.com/fwlink/p/?linkid=2050102

 

Appsource will open and display the Channel Integration Framework app

 

Click on Get it now

CIF_Get_It_Now.png

 

When prompted click Continue

One_More_Thing.png

 

Under Select an environment select the D365 environment you wish to install CIF on

 

Click Agree to Microsoft’s Legal Terms and Privacy Statement & Agree to Privacy Statement and Legal Term for importing solutions into Dynamics 365

 

Click Install and the install will be queued by Microsoft.

 

 

Select_Environment.png

 

The install generally takes about 15 minutes but may take longer

When the install is finished the status under your D365 Environment -> Dynamics 365 Apps will change to Installed

CIF_Installing.png

 

After the install is finished. Open your D365 Environment and click on Channel Integration Framework in the App Switcher

appswitcher1.png

 

Adding Solgari as the CIF channel provider

Click New to create the Solgari channel provider

new1.png

In the New Channel page, enter the following;

  • Name - Solgari

  • Label - Solgari

  • Channel URL - https://solgari-d365-app.azureedge.net/d365-app-container/index.html

  • Enable Outbound Communication - Yes

  • Channel Order - Set to 0 to make Solgari the primary channel provider

mceclip0.png

Select which Unified Interface Apps will have access to Solgari CIF

interface1.png

Select which roles will have access to the channel

Note: Members of the System Administrator and System Customizer roles will have access to the channel even though these roles are not listed here

roles.1png.png

Click Save and Solgari Converse will be available for the Unified Interface Apps you selected

done1.png

Allow connectivity between the customer D365 tenant and Solgari

With these permissions, Microsoft will allow Solgari to talk to the CRM instance to access the data which is required for, among other things, recognizing the user for single sign-on (to request the SIP registration, credentials for voice calls by querying the email address), interacting with CRM data (call notes, user records etc) and to link the D365 user with any and all other forms of communications that might be a part of the overall solution (such as SMS). The Solgari application will not work without these permissions.

  1.  Click the link below, enter your system administrator credentials and accept the permissions request

    https://login.microsoftonline.com/common/adminconsent?client_id=25802dc4-8081-4050-abb3-6510c0f3b897&redirect_uri=https://solgari-d365-app.azureedge.net/

  2. Add the Solgari application as an application user in the MS admin portal and define the relevant security roles this applies to. Note that you can choose to only allow it for certain user groups to limit access where it is not needed (for instance, you can create a security role for Solgari Users only). The app ID you need to add as an application user is
    25802dc4-8081-4050-abb3-6510c0f3b897

 

 

For instruction on how to setup Click to Dial, please see the next article.

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