Mobile Connect

Further building upon the integration possibilities between Amazon Connect and Microsoft Dynamics 365 desktop, we offer multiple way of integrating Mobile Connect with Microsoft Dynamics 365 in both directions. Please find below an overview of the integration possibilities.

1. CRM popup#

Mobile Connect -> Microsoft Dynamics Sales App#

The CRM popup button is a custom button that is activated in Mobile Connect and that appears for every interaction. When clicking this button during an interaction, Your Microsoft Dynamics 365 Sales App will automatically open the desired Object (e.g. contact, account, case, ...) and will allow you to quickly access the customer data.

This Microsoft Dynamics integration is free of charge and included in your Mobile Connect subscription. This features requires to provide the Microsoft Dynamics 365 URL referring to the object as data attributes in Amazon Connect. More information about the deep linking structure and how to refer to objects in the Microsoft Dynamics 365 Mobile App can be found here.

From a Mobile Connect perspective, you can activate this option under "Data Controls" > "Interaction CRM buttons" in the Mobile Connect Admin Portal once the data attributes is available in Amazon Connect.

URL components

Protocol: ms-apps-sales://

Organization URL: xxxx.dynamics.com

App ID: Your app GUID

URL parameters (example)

• isShortcut=true: Indicates this is a shortcut link

  appType=AppModule: - Specifies the application type

  restartApp=true: Forces app restart

  openApp=true: Opens the application

  etn=contact: Entity type name (contact, account, opportunity, etc.)

  id=XXXXXXX: Specific record GUID

  pagetype=entitylist: Type of page to display

  ms-apps-sales://[YOUR_ORG_URL]_[APP_ID]?isShortcut=true&appType=AppModule&restartApp=true&openApp=true&etn=[ENTITY_NAME]&id=[RECORD_GUID]&pagetype=[PAGE_TYPE]

2. Click-to-dial#

Microsoft Dynamics Sales App -> Mobile Connect#

The click-to-dial button is a custom button that your organization can add to your Microsoft Dynamics Sales App. When a user is viewing contact information in the Microsoft Dynamics Sales App, the custom button will provide the user the option to dial out via Mobile Connect. More information about the click-to-dial URL that should be triggered by the custom button can be found here.

This Microsoft Dynamics integration is free of charge and included in your Mobile Connect subscription.

3. Interaction logging#

Mobile Connect -> Microsoft Dynamics records#

Mobile Connect is built on top of Amazon Connect. This means that all call data, analytics and recordings are directly available in Amazon Connect. If you want to have call interaction data of Mobile Connect calls directly in Microsoft Dynamics, we advise to set up a back-end integration between Amazon Connect and Microsoft Dynamics that syncs the data. This way, your Microsoft Dynamics <> Amazon Connect data stream will automatically work for both your desktop usage and Mobile Connect usage.

Note: This part of the guide (Interaction logging) assumes you have working knowledge of both Amazon Connect and Microsoft Dynamics APIs. The integration between Mobile Connect, Amazon Connect, and Microsoft Dynamics requires independent configuration of both platforms. This article is intended as a general guide and does not include step-by-step configuration instructions. You or your technical team will need to implement and adapt the integration based on your specific environment and requirements.