Mobile Office

Further building upon the integration possibilities between Genesys Cloud and Microsoft Dynamics 365 desktop, we offer multiple ways of integrating Mobile Office, the mobile app for Genesys Cloud, with Microsoft Dynamics 365 in both directions. Please find below an overview of the integration possibilities.

1. CRM popup#

Mobile Office for Genesys -> Microsoft Dynamics Sales App#

The CRM popup button is a custom button that is activated in Mobile Office 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 Office subscription. This features requires to provide the Microsoft Dynamics 365 URL referring to the object as participant data in Genesys Architect. 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 Office perspective, you can activate this option under "Integrations (CRM & other)" in the Mobile Office Admin Portal once the participant data is available in Genesys Cloud.

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 Office for Genesys#

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 Office for Genesys. 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 Office subscription.

3. Interaction logging#

Mobile Office for Genesys -> Microsoft Dynamics records#

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

Note: This part of the guide (Interaction logging) assumes you have working knowledge of both Genesys Cloud and Microsoft Dynamics APIs. The integration between Mobile Office, Genesys Cloud, and Microsoft Dynamics requires independent configuration of both platforms, including the setup of Genesys Data Actions, OAuth connections, and Microsoft Dynamics objects. 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. If you want to set up an integration only for mobile calls, you can use the "isMobile = True" boolean in the participant data to differentiate between desktop and mobile calls.