Five9 Plus Adapter for Microsoft Dynamics CRM

Transcription

1 Cloud Contact Center Software Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide September 2017 This guide describes how to install and configure the Five9 Plus Adapter for Microsoft Dynamics CRM, which enhances the Microsoft application to help develop leads, nurture contacts, and track sales. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.

2 About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

3 Contents What s New... v Chapter 1 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM...1 Downloading the Five9 Integration Solution... 2 Importing the Five9 Integration Solution into Your Microsoft Account... 3 Configuring the Five9 Integration Solution... 4 Creating Custom Entities... 7 Creating Entities... 8 Adding a Handler... 9 Creating Custom Fields Adding Custom Fields to the Page Layout Enabling the Custom Entity Solutions Adding Records to Custom Entities Verifying Your Implementation Assigning a Security Role to Users Configuring Search Options Searching with Call Variables Searching with CRM fields Searching Phone Numbers Configuring the Application Logs Chapter 2 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Single Sign-On Configuring a Relying Party Trust Configuring Assertion Consumer Service Configuring a Rule to Set the Federation ID Configuring Single Sign-On in the VCC Administrator Application Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation or Persistent ID to Users Adding Your IDP Host to the Five9 Integration Solution Testing Single Sign-On Microsoft Azure Active Directory Configuring Azure AD Adding the Five9 Plus Adapter to Azure AD Configuring Single Sign-On Enabling the Azure AD User for Single Sign-On iii Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

4 Testing Single Sign-On Adding the Single Sign-On URL to Your Microsoft Dynamics CRM configuration Configuring Single Sign-On in the VCC Administrator s Application Configuring Your Five9 Domain Adding a Federation ID to Users Chapter 3 Displaying Call Variables to Agents Chapter 4 Managing the Software for Your Agents Installing the Adapter Configuring the Browser Chrome Adding Exceptions Installing the Extension Troubleshooting the Softphone Firefox Adding Exceptions Enabling the Five9 Softphone Plug-In Internet Explorer Enabling Pop-Up Windows Adding your Domains to Trusted Sites Configuring Optional Browser Features Safari Enabling Pop-Up Windows and Plug-Ins Enabling Cookies Installing the Extension Removing the Integration Removing the Adapter Windows OS Mac OS Clearing the Browser Cache Chrome Firefox Internet Explorer Chapter 5 Collecting Logs Browser Logs Chrome Firefox Internet Explorer Safari Softphone Log Application Log iv Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

5 What s New Chapter 3 This table lists the changes made in the last six releases of this document: Release September 2017 July 2017 June 2017 October 2016 July 2016 Changes For all third-party single sign-on applications, removed the statement about leaving as is the value of the Valid Until field when you configure single sign-on in your VCC Administrator application. You should ensure that the field contains the date and time of your certificate. Updated Microsoft Azure Active Directory. Added Microsoft Active Directory Federation Services. Added an important note about PSTN station. Updated requirements for Azure AD for single sign-on: an Azure AD Premium account is no longer required. Added Assigning a Security Role to Users. Added Displaying Call Variables to Agents. Updated Configuring Single Sign-On with Azure AD. Added to the agent s guide support for Five9 UC - Skype for Business. For more information, see Plus Adapter for Microsoft Dynamics CRM Agent s Guide and Configuring Five9 UC Adapter - Skype for Business in the Basic Administrator's Guide. Added an important note for each browser that your agents will use. You must remember to add the browser exceptions to your Group Policies. For more information, see Chrome, Firefox, and Internet Explorer. Added a note about a defect in Firefox 49. Added a note about a defect in Mac OS 10 with Safari 10. Added a section about removing the Mac OS softphone adapter. Initial release. v Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

6 Chapter 1 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM The Five9 Plus Adapter for Microsoft Dynamics CRM enables you to integrate the Five9 Cloud Contact Center with the Microsoft Dynamics CRM. After your agents have installed the adapter, they can use the Five9 softphone, a call control tool. For detailed information about the business and technical requirements to use Five9 products, see the VCC Technical Requirements or contact your Five9 representative. With Windows, you can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, and Google Chrome, and Apple Safari ; with Mac, Safari only. Important Each browser limits the number of parallel connections for each host. Because all opened tabs and windows share these connections, opening no more than five tab and browser windows will avoid performance issues associated with updating the Five9 adapter in multiple windows. This limitation applies whether the content of the windows (case, opportunity, or other) differs, or the windows are opened in different browsers (Firefox, Internet Explorer, Chrome, or Safari). For more information about the connection limits that apply to your browser and its versions, refer to your browser vendor. Note Lists are not synchronized between Five9 and Microsoft Dynamics CRM. You may request that your domain be enabled for your agents to return missed calls. This guide describes for administrators how to download, install, and configure the Five9 Plus Adapter for Microsoft Dynamics CRM and how to configure the required and optional elements. Administrators must understand these elements: Microsoft Dynamics CRM configuration best practices. Five9 VCC administrator configuration. Five9 Configuration Web Services. Overall call center integration and configuration. PSTN station Important Agents and supervisors who log into a PSTN station or forward calls between sessions may incur high long-distance fees. Therefore, be sure to give permission only to the appropriate users. 1 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

7 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Downloading the Five9 Integration Solution Downloading the Five9 Integration Solution Importing the Five9 Integration Solution into Your Microsoft Account Configuring the Five9 Integration Solution Creating Custom Entities Assigning a Security Role to Users Configuring Search Options Configuring the Application Logs Downloading the Five9 Integration Solution This section describes how to download and import the Five9 Integration Solution into your Microsoft Dynamics CRM account. You can export or remove the managed version to your account as needed. 1 To access the Five9 download page, log into your Five9 account. You may need to answer a security question before continuing. 2 Click CRM Integrations. 3 Click Five9 Plus Adapter for Microsoft Dynamics CRM. The section expands to display all download and configuration items for agents and administrators. 2 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

8 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRMImporting the Five9 Integration Solution into Your 4 In the section for administrators, step 3, click Five9 Integrations Solution. The file is a ZIP archive: Five9IntegrationMSDSolution_Managed.zip. Importing the Five9 Integration Solution into Your Microsoft Account In Microsoft Dynamics CRM, locate the Menu > Settings > Solutions menu. Click Import and follow the wizard. When done, the Five9 Integration Solution is displayed in the list of solutions, and the adapter is displayed at the top. 3 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

9 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring the Five9 Integration Solution Configuring the Five9 Integration Solution To configure the basic features of the solution, open the Five9 Integration solution that you imported. To customize your integration, see the following sections. 1 In the list of solutions, click Five9 Integration. 4 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

10 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring the Five9 Integration Solution 2 In the Configuration section, enter or select the information from the table below. Feature Network Domain IdP Login URL Click 2 Dial search Predefined Campaign Field Name Description By default, the adapter is started from the app.five9.com domain. You may change this option if you use the EU domain: COM domain: (default) app.five9.com EU domain: app.five9.eu URL that agents will use to log into your CRM and the adapter. Single sign-on not configured: Leave field blank. Single sign-on configured: Enter the login URL of your IdP host as follows: host>/ adfs/ls/idpinitiatedsignon.aspx Optionally, enable Click 2 Dial: Disabled: No search is performed, and no pop-up window is displayed. The currently opened object is used for the call log. Enabled: A search is performed, and a pop-up window is displayed. The behavior is similar with all call types, such as inbound, preview, or outbound. Enter the field or attribute name that contains the campaign name for Click 2 Dial calls. The campaign is selected as follows: Attribute name is specified: If the contact contains this field and the field value is not empty, and the campaign name is in the list of available campaigns for manual calls, Click 2 Dial occurs. Otherwise, an error is displayed. If the contact does not contain this field, and the field value is empty, the number field is entered automatically, and the agent selects the campaign. Attribute name is not specified: The number field is entered automatically, but the agent manually selects the campaign. 5 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

11 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring the Five9 Integration Solution Feature Screen Pop Settings Description Select the type of entity to display when no matching records are found during a search. If you select None, no pop-up window is displayed to agents. The list contains the entities selected in the Supported Entities list. Single matches are displayed in the main panel. When the search returns no matches, a new entity form is opened. Pop-up windows are displayed only for the page in focus. Supported Entities Default and custom entities are used during the CRM searches and for Click 2 Dial and are tracked during calls to add entries to the Name and Related To call log menus. You cannot disable these default entities: Account Case Contact Contract Invoice Lead Opportunity Order Quote You may also enable other entities in the list. When you do so, these additional entities are displayed in the list under Screen Pop Settings. These entities are used for the Name objects: Contact, Lead, Account. All other entities, default and custom, are used for Related To objects. 6 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

12 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities Feature Description To see the Activities flag, navigate to Components > Entities > <entity>. In the right pane, scroll down to Communication & Collaboration. See the figure below. 3 When done, click SAVE. 4 If you have finished configuring your solution, reload the MS Dynamics page and reopen the Five9 Adapter to ensure that the new settings are used by all agents. Otherwise, perform this step after you finish all configuration. Creating Custom Entities This section is optional. Custom entities enable you to track the page for the entity when agents use Click 2 Dial and the Name and Related To objects of the call log. These entities are used for the Name objects: Contact, Lead, Account. All other entities, default and custom, are used for Related To objects. This section describes how to create an entity and fields necessary to use Click to Dial. Creating Entities Adding a Handler Adding Custom Fields to the Page Layout Enabling the Custom Entity Solutions Adding Records to Custom Entities Verifying Your Implementation 7 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

13 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities Creating Entities Create as many entities as you need to track the objects relevant to your business. 1 In the main menu, select Settings > Customize the System. 2 Click Entities and New. 3 Enter this information: Field Display Name Plural Name Name Display in Activity Menus Areas that display this entity Communication & Collaboration Description Name that will appear in the list of entities and that your agents and other users will see. Plural name of the custom entity that you are creating. The field name is entered automatically in lowercase. Enabled. Enable all the areas of your business in which you want to use the entity, such as Sales or Marketing. Ensure that Activities is enabled. You cannot change this option later. 8 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

14 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 4 Click Save and Close. Adding a Handler Add a Five9 OnLoad form handler to the Main Form of the entity. 1 In the navigation pane, open the Entities menu and the entity that you created. 2 Click Forms. 3 In the Form Type column, find Main: 9 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

15 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 4 To open the entities editor, click the name of the form. 5 In the Home tab, click Form Properties: 6 In the Events tab, add these files: a In the Form Libraries section, click the Plus sign, locate five9_/scripts/ form.events.js in the list, and click Add. 10 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

16 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities b In the Event Handlers section, ensure that these options are selected: Option Value Control Event Form OnLoad c d e Click the Plus sign, locate five9_/scripts/form.events.js. In the Function field, enter Five9.OnLoad. Click Enabled and OK. When done, the Form Properties menu appears as follows: 11 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

17 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 7 Click OK. 8 In the ribbon, click Save and Publish. 9 Close the Form Properties window. Creating Custom Fields You can then add these entities to the page layouts that your agents see. This example describes how to create fields named Phone and C2D campaign name if you want to use click to dial. 1 Click the Fields menu of the entity. 12 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

18 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 2 Click New. 3 Enter this information: Field Name Field 1 Field 2 Display Name Name that will appear in the list of fields and that your agents and other users will see. Name Enter the field name in lowercase. Format Select the type of data appropriate for the field. Phone new_ phone Phone C2D Campaign Name new_ c2dcampaignname Text 13 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

19 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 4 After each field, click Save and Close. 14 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

20 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities Adding Custom Fields to the Page Layout You need to add the fields to the layout that your users will see. 1 Return to the Forms menu. 2 Open the Main form. 3 Drag the new fields from the list on the right to the layout. 4 Click Save and Publish. 5 Close the fields menu but keep the customization window open. Enabling the Custom Entity Solutions Verify that all custom configuration is correct in the solution menu. 1 In the Five9 Solution menu, open the Five9 Integration. 2 If necessary, enable Click to Dial. 3 In the solution, if the field name for the campaign does not match that in the customization window, correct it. 15 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

21 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 4 Enable the new custom entity. 16 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

22 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 5 Click SAVE. 6 Close both configuration windows. 7 Refresh the Microsoft Dynamics CRM page. Adding Records to Custom Entities This section describes how to create objects for click to dial. 1 Locate the business area where you enabled the custom entity. In this example, the custom entity was enabled for the Sales area. 17 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

23 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 2 Click your new entity. 3 Create a record with appropriate information, for example: Field Name Phone Campaign name Description Object name. Phone number. Name of the campaign that you want to use for click to dial. 18 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

24 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities 4 Click Save & Close. The record that you created is displayed. 5 Remain in this view. 19 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

25 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Creating Custom Entities Verifying Your Implementation This example uses click to dial. 1 Open and log into the adapter. 2 Click New Call. 3 Open the object that you created. The phone number is added to the phone number field of the adapter. 20 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

26 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Assigning a Security Role to Users 4 To start the call, click the number in the adapter. The phone number is transferred to the dialer, and the correct campaign is selected. In addition, search results are displayed below the phone number. Assigning a Security Role to Users To ensure that users who do not have administrative permissions can use the softphone adapter, grant the permission to at least one role assigned to the agent, such as salesperson, supervisor, or marketing for all entities that are used during the CRM search. 1 Open Settings > Security > Security Roles. 2 In the list of roles, follow these steps for each role to which you want to grant the Read permission. a Click the name of the role. b In the role definition window, select the Custom Entities tab. c Under Five9 Configuration, enable the Organization key for the Read option (green circle), which requires four clicks. 21 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

27 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring Search Options 3 Click Save and Close. Configuring Search Options Call variables and CRM fields (defaults and custom entities) are used by your integration to display the most appropriate call and record information to your agents. The search is conducted in this order: Five9 call variables in the MSDynamics group > Five9 CRM Fields > ANI search. Searches are conducted for calls (inbound, outbound, and preview), voic , and queue callbacks. Searching with Call Variables Call variables apply to phone calls only. To search with call variables, create the MSDynamics variable group in the VCC Administrator application. Name the variables according to this format: <entity name>.<field name>. <entity name>: Name of the entity, such as Account, in the list of entities in solution customization page: 22 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

28 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring Search Options <field name>: Field label in either the Name or Schema Name column of the attribute of the entity. Example Call variable names for the field of the Account entity: account. address2 or account. address2 If multiple variables have the same entity name, such as account, the search is performed for all fields of that entity. The search results contain all fields that have the name of the entity. If multiple entities are configured, the search is performed for all fields of that entity. The search results contain all entities that contain the name of the field. Example An incoming call has these call variables: account. address2 = a@b.com account. address1 = c@d.com lead.firstname = Paul Two searches are performed: address: (account. address2 == a@b.com && account. address1 == c@d.com) First name: lead.firstname == Paul The result contains the account objects that match the first condition and lead objects that satisfy the second condition. 23 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

29 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring Search Options This figure shows a MSDynamics call variables group. Searching with CRM fields The search can be done with all fields data types, except Lookup or Image. You can find the data types in the Fields section of each entity. This table describes the mapping between the Microsoft Dynamics data types and Five9 call variable types: Microsoft Dynamics Data Types Currency Date and Time Decimal Number Floating Point Number Multiple Lines of Text Option Set Single Line of Text Two Options Whole Number Five9 Call Variables String, number, or currency Date and time. Time zone settings may differ between the Five9 VCC and Microsoft Dynamics CRM. Therefore, use UTC offsets between Microsoft Dynamics CRM and Five9 VCC time zones when creating call variables. String or number String or number String String or number (search is done by option value instead of label String String (true, false) or boolean String or number 24 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

30 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring the Application Logs Searching Phone Numbers Phone numbers are searched if no call variables exist or if no objects are found by the call variables. In this case, the search uses fields that have the Phone format. This figure shows the Telephone 3 field of the Account entity. Configuring the Application Logs When softphone issues occur, you may need to obtain the logs located in the agent s workstation. By default, application logs are in these locations: Softphone logs are located in %appdata%\five9\logs. They are saved for four days before being deleted. Event logs are located in the softphone under Help > Start Logging. The process takes seconds. When logging stops, the agent downloads and sends the logs to you. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, _14 PM.txt. 25 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

31 Configuring the Five9 Plus Adapter for Microsoft Dynamics CRM Configuring the Application Logs You may redirect the softphone logs to a custom directory. To do so, set the F9_ SOFTPHONE_LOG_DIR environment variable in the agent s workstation. For example, you may redirect the logs to a NAS share mounted in the agent s workstation. 26 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

32 Chapter 2 Configuring Single Sign-On If you do not plan to use single sign-on, skip this chapter. Single sign-on enable you to synchronize authentication and authorization data between Microsoft Dynamics CRM and Five9 so that users can access both systems simultaneously: If you enable single sign-on, your agents use only one set of credentials to automatically log into the adapter when they log into Microsoft Dynamics CRM. If you do not enable single sign-on, your agents must log into Microsoft Dynamics CRM and Five9 separately by using two sets of credentials. Contact your Five9 support representative to request that your Five9 domain be enabled for the Plus applications. Once your domain is enabled, use one of these options: Microsoft Active Directory Federation Services Microsoft Azure Active Directory Microsoft Active Directory Federation Services Install and configure the basic features of Microsoft Active Directory Federation Services (AD FS), noting the domain name of the AD FS server. The domain name is the Identity Provider or IdP host that you will need when you configure single sign-on. Configuring Single Sign-On Configuring Single Sign-On in the VCC Administrator Application Adding Your IDP Host to the Five9 Integration Solution Testing Single Sign-On Configuring Single Sign-On Configuring a Relying Party Trust Configuring Assertion Consumer Service Configuring a Rule to Set the Federation ID 27 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

33 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring a Relying Party Trust This section describes how to create a relying party trust for Five9 in AD FS. 1 Open Server Manager. 2 Click the Tools tab at the top, and select AD FS Management. 3 In the navigation pane, open Trust Relationships. 4 Select Relying Party Trusts. In the central panel, you see the current trusts. 28 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

34 Configuring Single Sign-On Microsoft Active Directory Federation Services 5 In the Actions pane on the right, click Add Relying Party Trust. The wizard opens. 6 Click Start. 7 In the Select Data Source step, select Enter data about the relying party manually, and click Next. 29 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

35 Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter the name that will appear in the Display Name column of the list of Relying Party Trusts, and click Next. 9 Select AD FS and click Next. 30 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

36 Configuring Single Sign-On Microsoft Active Directory Federation Services 10 In the Configure Certificate step, click Next. 11 In the Configure URL step, click Next. 31 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

37 Configuring Single Sign-On Microsoft Active Directory Federation Services 12 In the Configure Identifiers step, enter a relying party trust identifier in the field, and click Add and Next. Be sure that the URL matches your Identity Provider host: host>/appsvcs/saml/metadata/alias/msdc <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 13 In the Configure Multi-factor Authentication Now step, click Next. 32 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

38 Configuring Single Sign-On Microsoft Active Directory Federation Services 14 In the Choose Issuance Authorization Rules step, click Next. 15 In the Ready to Add Trust step, click Next. 33 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

39 Configuring Single Sign-On Microsoft Active Directory Federation Services 16 In the last step, disable the Open the Edit Claim Rules... option, and click Close. The relying party trust is added to AD FS. Configuring Assertion Consumer Service The Assertion Consumer Service (ACS) handles the SAML response for identity initiated login when link is clicked. 34 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

40 Configuring Single Sign-On Microsoft Active Directory Federation Services The Federation ID or other persistent ID that you select must match the ID that you will enter in the Federation ID field in the user s properties of the Five9 VCC Administrator application. The value, such as an address, must be the same in both applications and must persist until the user is deleted. 1 In the list of Relying Party Trusts of AD FS, right-click the trust that you created, and select Properties. 2 In the Endpoint tab, click Add SAML. 3 Add two ACS endpoints for your Identity Provider host with the same information, except for Binding: Endpoint type Binding SAML Assertion Consumer First endpoint: Artifact Second endpoint: POST Index 0 Trusted URL Provider/appsvcs/saml/metadata/SSO/ alias/msdc <Service Provider> is your Five9 host: app.five9.com or app.five9.eu. 35 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

41 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Click OK. This figure shows both endpoints in the properties window. 5 To exit the properties, click OK. Configuring a Rule to Set the Federation ID You can use any ID, such as the address. 1 In the main AD FS window, select a Relying Party Trust in the list. A section for that trust appears in the Actions navigation pane on the right. 36 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

42 Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Click Edit Claim Rules, and Add Rule. 3 Select Send LDAP Attributes as Claims, and click Next. 37 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

43 Configuring Single Sign-On Microsoft Active Directory Federation Services 4 Enter or select this information: Claim rule name Attribute store Mapping of LDAP attributes to outgoing claim types Active Directory -Addresses >> Address 5 Click OK. 6 Again click Edit Claim Rules, and Add Rule. 7 Select Transform an Incoming Claim, and click Next. 38 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

44 Configuring Single Sign-On Microsoft Active Directory Federation Services 8 Enter or select this information: Claim rule name Incoming claim type Outgoing claim type Outgoing name ID format Transform to Address Name ID 9 Click Finish. 10 In the list of claim rules, click Apply. 39 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

45 Configuring Single Sign-On Microsoft Active Directory Federation Services Configuring Single Sign-On in the VCC Administrator Application You need to enable your agents and your domain in the VCC Administrator Application. Obtaining the Metadata Configuring Your Five9 Domain Adding a Federation ID to Users Obtaining the Metadata The information that you will enter in the VCC is located in this XML file that you need to download: host>/federationmetadata/ /federationmetadata.xml Prepare the X509 certificate that you will need to enter in the VCC as follows: 1 Copy the hash in the X509Certificate element to a file as follows: -----BEGIN CERTIFICATE----- <hash from X509Certificate> -----END CERTIFICATE Save the file with the CER extension. Configuring Your Five9 Domain To enable single sign-on in your Five9 domain, enter the metadata information. 1 In the VCC Administrator s application, go to Actions > Configure > Single Sign- On. 40 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

46 Configuring Single Sign-On Microsoft Active Directory Federation Services 2 Enter the information from the metadata file in the fields. Do not import the file. Field Issuer URL SingleSignOnService HTTP- POST Binding URL SingleSignOnService HTTP- Redirect Binding URL Description Located in the entityid attribute of the EntityDescriptor element. URL of the IdP host, starting with the server name. Located in the location attribute of the SingleSignOnService element. Main login address for your domain, starting with the IdP host name. Located in the location attribute of the alternate SingleSignOnService element. Alternate login address for your domain, starting with the IdP host name. X.509 certificate Format of the public key. The field may remain blank after you upload the file. Valid Until Default NameID Format Expiration date and time of the certificate in the specified time zone. Format of the Name ID: urn:oasis:names:tc:saml:1.1:nameidformat: address 3 Click Save. 41 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

47 Configuring Single Sign-On Microsoft Active Directory Federation Services Adding a Federation or Persistent ID to Users The value in this field is synchronized with the value in your CRM. The value must persist until the user is deleted. 1 In the Administrator s application, open Users. 2 Open a user s name. 3 In the Federation ID field of the General tab, enter the agent s Five9 user name or another name reserved for single sign-on. In this figure, the Federation ID matches the Five9 user name. 4 Click Save. Adding Your IDP Host to the Five9 Integration Solution Enter the URL that you copied in the previous section in the IdP Login URL field of the Five9 Configuration page of the Five9 Microsoft Dynamics CRM Solution. 42 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

48 Configuring Single Sign-On Microsoft Active Directory Federation Services Testing Single Sign-On When SSO is configured, an additional login button labeled SSO Login appears below the standard login button in the agents softphone. 1 Log out of the adapter and of Microsoft Dynamics CRM. 2 Log into Microsoft Dynamics CRM with the user name that you configured for single sign-on. Depending on your configuration, you see the login or the station setup window: 3 Click SSO Login or set up your station. 43 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

49 Configuring Single Sign-On Microsoft Azure Active Directory Microsoft Azure Active Directory To implement single sign-on in Microsoft Dynamics CRM and all third-party applications for Microsoft Dynamics CRM, you must use Microsoft Azure Active Directory server (Azure AD) as Identity Provider. However, if you are currently using on-premise Active Directory Federation Services (AD FS), you need to synchronize Azure AD with AD FS. For instructions about synchronizing the servers, refer to the Microsoft documentation. Configuring Azure AD Adding the Single Sign-On URL to Your Microsoft Dynamics CRM configuration Configuring Single Sign-On in the VCC Administrator s Application Configuring Azure AD Adding the Five9 Plus Adapter to Azure AD Configuring Single Sign-On Enabling the Azure AD User for Single Sign-On Testing Single Sign-On Adding the Five9 Plus Adapter to Azure AD Follow these steps. 1 Log into your Microsoft Azure portal account. 2 In the navigation pane, select Azure Active Directory. 44 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

50 Configuring Single Sign-On Microsoft Azure Active Directory 3 In the navigation pane of the dashboard, click Enterprise Applications. 4 In the navigation pane, click All Applications. 5 At the top, click New Application. 6 In the navigation pane, click Business Management. 45 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

51 Configuring Single Sign-On Microsoft Azure Active Directory 7 In the search field, enter Five9 Plus Adapter (CTI, Contact Center Agents). 8 Click the entry in the table. 46 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

52 Configuring Single Sign-On Microsoft Azure Active Directory 9 Click Add. When the application is added, this page is displayed. Configuring Single Sign-On Follow these steps. 1 Click Configure single sign-on in the main window or Single sign-on in the navigation pane. 47 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

53 Configuring Single Sign-On Microsoft Azure Active Directory 2 Select SAML-based Sign-on. The configuration page is displayed. 3 In the Five9 Plus Adapter (CTI, Contact Center Agents) Domain and URLs section, enter the identifier and reply URL for your adapter. Identifier: Unique identifier for the application configured with Azure AD. This value also appears as the Entity ID in any SAML metadata provided by the application. Reply URL or Assertion Consumer Service (ACS) URL: URL for the SAML token. For European data centers, use app.five9.eu instead of app.five9.com. Environment Identifier URL msdc 48 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

54 Configuring Single Sign-On Microsoft Azure Active Directory Environment Reply URL URL 4 In the User Identifier menu, be sure that user.userprincipalname is selected. The value, such as an address, must be the same in both applications and must persist until the user is deleted. It will be used as Federation ID in the Five9 VCC Administrator application. 5 In the SAML Signing Certificate section, click Certificate (Base64), and save the certificate. You will later enter the X509 certificate in the VCC Administrator s application. 6 In the Notification field, enter the address of the recipient of configuration problems. 7 Click Save at the top of the page. 8 At the bottom of the page, click Configure Five9 Plus Adapter (CTI, Contact Center Agents). A page of additional configuration information is displayed. 9 In that page, near the bottom, copy the values of these parameters: You need these values to configure the VCC Administrator application. SAML Single Sign-On Service URL SAML Entity ID 49 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

55 Configuring Single Sign-On Microsoft Azure Active Directory 10 Close the instruction pane. Enabling the Azure AD User for Single Sign-On You need to grant access to Five9 Plus Adapter (CTI, Contact Center Agents). 1 In the navigation pane, select Azure Active Directory. 2 Click Enterprise applications > click All applications. 3 Find and click Five9 Plus Adapter (CTI, Contact Center Agents). 4 In the navigation pane, click Users and groups. 5 Click Add user. 50 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

56 Configuring Single Sign-On Microsoft Azure Active Directory 6 Click Users - None Selected. 7 Click the user, and click Select. 8 Click Assign. 51 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

57 Configuring Single Sign-On Microsoft Azure Active Directory The user is displayed in the Users and groups menu. Testing Single Sign-On Follow these steps: 1 To test your Azure AD single sign-on configuration, go to the Access Panel. If you have customized your login page, append your domain to the URL as follows: domain>.com. You can use any active or verified domain name configured in your Azure AD portal. 2 Click the Five9 Plus Adapter (CTI, Contact Center Agents) tile. 52 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

58 Configuring Single Sign-On Microsoft Azure Active Directory You are automatically logged into your Five9 Plus Adapter (CTI, Contact Center Agents) application. Adding the Single Sign-On URL to Your Microsoft Dynamics CRM configuration Enter the URL that you copied in the previous section in the IdP Login URL field of the Five9 Configuration page of the Five9 Microsoft Dynamics CRM Solution. Configuring Single Sign-On in the VCC Administrator s Application You need to enable your agents and your domain in the VCC Administrator s Application. Configuring Your Five9 Domain Adding a Federation ID to Users Configuring Your Five9 Domain Add the information from the certificate and metadata files. 53 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

59 Configuring Single Sign-On Microsoft Azure Active Directory 1 In the VCC Administrator s application, select Actions > Configure > Single Sign- On. 2 Enter this information. Field Description Issuer URL SingleSignOnService HTTP-POST Binding URL SingleSignOnService HTTP-Redirect Binding URL Corresponds to the SAML Entity ID in Azure AD. URL of the IdP host, starting with the server name. Main login address for your domain, starting with the IdP host name. Corresponds to the SAML Single Sign-On Service URL in Azure AD. Alternate login address for your domain, starting with the IdP host name. Corresponds to the SAML Single Sign-On Service URL in Azure AD. X.509 certificate Format of the public key. Certificate in base 64 that you downloaded. The field may remain blank after you upload the file. Valid Until Default NameID Format Expiration date and time of the certificate in the specified time zone. Format of the Name ID: (default) urn:oasis:names:tc:saml:1.1:nameidformat:unspecified 3 Click Save. 54 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

60 Configuring Single Sign-On Microsoft Azure Active Directory Adding a Federation ID to Users The value in this field is synchronized with the value in your CRM. Enter the agent s user name for Microsoft Dynamics CRM in the Federation ID field of the General tab. 55 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

61 Chapter 3 Displaying Call Variables to Agents Call variables are custom fields that store call data, which enables you to display the most appropriate interaction and record information to agents. Use call variables directly in voice interactions and in connectors for multi-channel interactions. You may use system or custom variables. This example describes how to display to agents the queues to which inbound calls are routed by adding a call variable to the layout of a new or existing campaign profile. This section applies only to voice interactions. You cannot display call variables of the Customer group.you can display call variables of the Customer group, except those that correspond to system CRM fields: number1, number2, number3, firstname, lastname, company, street, city, state, and zip. 1 Open Campaign Profiles. 2 In a campaign profile, add the Call.skill_name variable to the layout. a Open or create a campaign profile. b Select the Layout tab. c Select Custom Campaign Settings. 56 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

62 Displaying Call Variables to Agents d e f Click Add. Select Call Attached Variable. Select Call.skill_name. g h Click OK. The variable is displayed in the list of the Layout tab. If appropriate, enable Enforce Users to View Call Variables at the bottom. Important Even though the heading for this option is CTI Web Services, the option applies also to the Plus Application. 57 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

63 Displaying Call Variables to Agents i - Enabled: Call variables are always shown to agents. - Disabled: Call variables are shown to agents only if they enable Show Call Attached Variables in their softphone settings. Click Apply. If the campaign profile is currently used by a campaign, your changes are applied immediately. If the campaign profile is not yet used by a campaign, go to step 3. 3 Assign the profile to an inbound campaign. a Open the properties of the campaign. b In the Campaign Profile section of the General tab, click Advanced mode. c Select a campaign profile. d Click Apply and Save. 4 If appropriate, ensure that your agents enable Show Call Attached Variables in their adapter. In their adapter, this feature is located in Settings > General tab; the data associated with the variable is displayed in the call information section of the softphone. 58 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

64 Displaying Call Variables to Agents Softphone Settings General tab Option: Show call variables Active call Call information Call variables displayed 59 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

65 Chapter 4 Managing the Software for Your Agents This chapter describes how to configure your agents browser. If you want to allow your agents to prepare their browser, forward to them the instructions for the appropriate browsers. You can use the adapter with Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, and Apple Safari. For detailed information about the supported browsers, see the VCC Technical Requirements. The Five9 softphone supports system and agent spaces: System space: You may prepare the browsers and install the softphone remotely by using Windows Group Policy or Mac Active Directory. Agent space: When agents log into the softphone for the first time, they may download it and any additional software required for your integration. Installing the Adapter Configuring the Browser Installing the Adapter Install the softphone with the system space installer. Even if your agents use more than one browser and if you use more than one Five9 product, you need to install the softphone only once because the installers are identical: Windows: The file name is Five9Softphone.msi. Mac: The file name is Five9Softphone.dmg. Important Be sure that your firewall and other security software does not block the installation of the Five9 softphone. 60 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

66 Managing the Software for Your Agents Installing the Adapter Firefox 49 Important Due to a defect in Firefox 49, the softphone adapter may not be detected immediately when it is installed for the first time. Adapters that are already installed are not affected. To resolve this issue, users should close and reopen the browser. Alternately, in the browser menu, users can click Tools > Addons > Plugins to verify that Five9 Softphone Plugin is listed. This action needs to be performed only once. Firefox beta version 50.b.10 appears to work correctly. Mac OS 10 with Safari 10 Important Due to issues in Mac OS with Safari , users may experience one of these problems when the softphone adapter and the extension are installed: After users install the softphone adapter and the extension, an error message is displayed. To resolve the issue, users should press Command + R to manually refresh the page. After users install the softphone adapter and the extension, the adapter may crash. To resolve this issue, users should log out and reopen the browser. After that, the expected three tones are played. 1 To install the softphone, double-click the installer and click Run. The process may take a couple of minutes. 2 When done, click Finish. 61 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

67 Managing the Software for Your Agents Configuring the Browser Occasionally, the softphone adapter may need to be updated. Five9 recommends that you do not prevent your agents from installing the automatic softphone and add-on updates because your agents are prevented from working until the updates are installed. To prevent installation problems for your agents, ensure that they have permission to do so if they will use the softphone and install the adapter at least once to resolve any potential issues due to your browser, firewall, and operating system. Configuring the Browser Chrome Firefox Internet Explorer Safari Chrome You need to add exceptions to the browser and install and configure the adapter. Adding Exceptions Installing the Extension Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. If you use Mac OS and Chrome 53, connectors do not open. Be sure to update the browser. 62 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

68 Managing the Software for Your Agents Configuring the Browser Adding Exceptions Add exceptions for Five9 and Microsoft Dynamics CRM so that notifications can appear in the adapter. 1 Click the Chrome menu in the top-right corner of the browser. 2 Select Settings. 3 At the bottom of the Settings tab, click Show Advanced Settings. 4 In the Privacy section, click Content Settings. 63 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

69 Managing the Software for Your Agents Configuring the Browser 5 In the Cookies section, ensure that Allow local data to be set is selected. 6 Scroll down to Pop-ups. 7 Click Do not allow any site to show pop-ups. 8 Click Manage exceptions. 64 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

70 Managing the Software for Your Agents Configuring the Browser 9 Add these exceptions, ensuring that the selected behavior is Allow: [*.]five9.com or [*.]five9.eu [*.]microsoft.com and [*.]dynamics.com 10 Click Done, Done, and close the Settings tab. Installing the Extension Note If your agents have permission to access multiple domains, you need to install one extension for each domain. You may install the extension from the Chrome Web store now, or you may allow agents to install it when they log into the adapter for the first time. In this last case, agents will be prompted to reinstall the extension when an update is available. Chrome Web Store. Click this link to the extension in the Chrome Web store. 65 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

71 Managing the Software for Your Agents Configuring the Browser 1 Click Add to Chrome. 2 Click Add. After the extension is installed, the button changes from blue to green. 66 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

72 Managing the Software for Your Agents Configuring the Browser Chrome Extension File. To distribute the extension to your agents workstations, save the CRX file. For instructions about distributing the extension, see Extensions: Other Deployment Options in the Chrome Developer Center. This option does not appear in the agent s guide. Troubleshooting the Softphone If the softphone appears connected in one browser window but disconnected in another, refresh the page of the window in which the softphone is disconnected. Refresh all pages after you install or remove an extension. Firefox Add exceptions to the browser and install and activate the adapter. Adding Exceptions Enabling the Five9 Softphone Plug-In Adding Exceptions Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. Add exceptions for Five9 and Microsoft Dynamics CRM so that notifications can appear in the adapter, and install and activate the adapter. 1 Click Tools or the menu button in the top right corner, and select Options. Depending on the version of your browser, the Options menu opens either in a Windows menu or in a browser tab. However the features are the same. 2 Select the Content tab. 67 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

73 Managing the Software for Your Agents Configuring the Browser 3 Check Block pop-up windows, and click Exceptions. 4 Add these exceptions, ensuring that the selected behavior is Allow: five9.com or five9.eu [*.]microsoft.com and [*.]dynamics.com 5 Click Save Changes. 6 Depending on your browser version, close the tab or click OK to close the settings window. Enabling the Five9 Softphone Plug-In Perform this procedure after the adapter is installed. 68 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

74 Managing the Software for Your Agents Configuring the Browser 1 Click Tools > Add-ons. 2 Click Plugins. 3 Locate Five9 Softphone Plugin, and select Always Activate if it is not already selected. 4 Depending on your browser version, close the tab or click OK. Internet Explorer At a minimum, you need to enable pop-up windows, and if agents see error messages, complete the appropriate other sections. 69 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

75 Managing the Software for Your Agents Configuring the Browser Enabling Pop-Up Windows Configuring Optional Browser Features Enabling Pop-Up Windows Important In addition to adding exceptions to the browser, remember to also update your corresponding Group Policies with the same information. Otherwise, the current Group Policies will overwrite your browser settings. You must add exceptions for Five9 and Microsoft Dynamics CRM so that notifications can appear. 1 Select Tools > Internet Options. 2 Click the Privacy tab. 3 Check Turn on Pop-up Blocker, and click Settings. 4 Add these exceptions: *.five9.com or *.five9.eu *.microsoft.com and *.crm.dynamics.com 70 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

76 Managing the Software for Your Agents Configuring the Browser 5 Click Close, and OK. Adding your Domains to Trusted Sites If you use Internet Explorer 11 with single sign-on, follow these steps. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 Select Trusted Sites. 4 Click Sites. 71 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

77 Managing the Software for Your Agents Configuring the Browser 5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host. For example, if your AD FS login URL is IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 6 Click Close. Configuring Optional Browser Features Follow these steps only if error messages are displayed. Disabling Protected Mode Disabling Protected Mode. By default, Protected Mode is enabled for the Internet, Local Intranet, and Restricted Sites zones. If it is enabled for the Web site opened in the current tab, an error message states that the Five9 adapter cannot run. To disable Protected Mode, follow these steps. 1 Select Tools > Internet Options. 2 Select the Security tab. 3 If you are using Internet Explorer 11, select Trusted Sites. 4 Click Sites. 5 Add two domains to the list: your Five9 host (five9.com or five9.eu) and your AD FS host. For example, if your AD FS login URL is IdpInitiatedSignOn.aspx, your AD FS host is idp.mycompany.com. 72 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

78 Managing the Software for Your Agents Configuring the Browser 6 Click Close. 7 Select a Web content zone, and disable Enable Protected Mode. Safari Enable pop-up windows, plug-ins, and cookies in the Safari Preferences, and install an extension. Enabling Pop-Up Windows and Plug-Ins Enabling Cookies Installing the Extension Enabling Pop-Up Windows and Plug-Ins By default, your browser prevents pop-up windows. You must disable this feature. 1 Click Security. 73 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

79 Managing the Software for Your Agents Configuring the Browser 2 Disable Block pop-up windows. 3 Enable Allow Plug-ins and click Website Settings. 4 For the Five9 Softphone Plugin, select Allow Always, and Click Done. Enabling Cookies By default, the browser limits cookies to only the pages that are visited. This feature prevents logging into the Plus Adapter for Microsoft Dynamics CRM the first time. 1 Click Privacy. 2 In Cookies and website data, click Always allow. 74 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

80 Managing the Software for Your Agents Removing the Integration Installing the Extension Safari extension Note If your agents have permission to access multiple domains, you need to install one extension for each domain. To distribute the extension to your agents workstations, download and save the Five9Softphone.safariextz file. However, agents can install the extension when they log into the adapter for the first time. When an update is available, a notification appears in the softphone. Removing the Integration Be sure that the user has logged out of the adapter and that the browser is closed. Removing the Adapter If you need to remove the softphone adapter, follow these steps. However, if you installed an extension for the Chrome or Safari browser, the extension remains. 75 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

81 Managing the Software for Your Agents Removing the Integration Windows OS Follow these steps: 1 Click Start > Control Panel > Programs > Uninstall a Program. 2 In the list of programs, select Five9 Softphone and click Uninstall. 3 Click Yes to confirm. 4 When done, close the control panel. Mac OS To remove the softphone, use this script, which is located inside the installation image: 1 Install the softphone either from the customer portal or from the link displayed in the Plus application if an update is required when you log in. 2 Run this script at your terminal: /Volumes/Five9\ Softphone\ Installer/.content/uninstall.sh Clearing the Browser Cache The login window for the adapter still appears, but the softphone is no longer installed: if you try to log in now, the installation process starts again. Chrome 1 Click the Chrome menu in the top-right corner of the browser. 2 Select More Tools > Clear browsing data. 76 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

82 Managing the Software for Your Agents Removing the Integration 3 Select the amount of data that you want to delete, such as the beginning of time to delete everything. 4 Check the boxes for the types of information that you want to remove. 5 Click Clear browsing data. 77 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

83 Managing the Software for Your Agents Removing the Integration 6 Close the Settings tab. Firefox 1 Click Tools > Options > Advanced > Network. 2 Click Clear Now twice. 3 Depending on your browser version, close the tab or click OK to close the settings window. Internet Explorer 1 Click the cog in the top right corner > Safety > Delete browsing history, or press Ctrl+Shift+Delete. 78 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

84 Managing the Software for Your Agents Removing the Integration 2 Check the appropriate boxes, and click Delete. 79 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

85 Chapter 5 Collecting Logs This chapter describes how to collect logs from the workstation of agents who use the Five9 Plus applications: Browser Logs Softphone Log Application Log Logs are always displayed in UTC. Browser Logs Chrome Firefox Internet Explorer Safari Chrome Follow these steps to locate the console logs. 1 In Chrome, click the menu icon in the top-right corner of the browser. 2 Select More Tools > Developer Tools. 3 In the browser console, select the Network tab, WebSockets, WS, and Frames. 80 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

86 Collecting Logs Browser Logs 4 Select the Console tab. 5 Click the filter, and select the items that you want, such as errors and warnings. Firefox Follow these steps to locate the console logs. 1 Open the console: Ctrl+Shift+J. 2 Click and select the objects that you want. 81 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

87 Collecting Logs Browser Logs Internet Explorer Follow these steps to locate the console logs. 1 To open the console, press F12. 2 Select the console tab. Safari Follow these steps to locate the console logs. 1 To enable Web Inspector in the browser toolbar, open the Safari preferences. 2 Select the Advanced tab. 3 Enable Show Develop menu in menu bar. 82 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

88 Collecting Logs Softphone Log 4 To access the Web Inspector, click the Develop menu in the menu bar, or press Command-Option-I. 5 Select console. Softphone Log You or Five9 Customer Support may request these files, which contain information about the adapter. Softphone logs are saved in the agent s computer for four days before being deleted. Log files are located in these folders: Windows: %appdata%\five9\logs\websoftphone MAC: ~/Library/Application\Support/Five9/Logs/websoftphone Application Log All actions performed by agents are saved in logs that can be used to troubleshoot problems with their station. You or Five9 Customer Support may request application logs to troubleshoot issues. By default, all agents can collect logs that apply to voice and text interactions and send a basic report. These logs contain the events that occur during the agent s current session because logs are not saved when the agent closes the browser. The log window gathers all available information. The process takes seconds. During that time, if you click Stop Logging or close the window, the content that has been logged so far is not saved, but the rest of the session information is retained unless the session has timed out. The log is complete when no more information is added. These logs are located in the softphone. 83 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide

89 Collecting Logs Application Log 1 In the Help menu, click Start Logging. 2 To save the content that you need to send to Customer Support, click Download. The file name is similar to this one: Five9 - CRM adapter - Mon, Apr 6, _14 PM.txt. The file is saved in your default download folder. You may redirect the softphone logs to a custom directory. To do so, set the F9_ SOFTPHONE_LOG_DIR environment variable in the agent s workstation. For example, you may redirect the logs to a NAS share mounted in the agent s workstation. For more information about logs, see Reporting Problems in the Plus Adapter for Microsoft Dynamics CRM Agent s Guide. 84 Five9 Plus Adapter for Microsoft Dynamics CRM Administrator s Guide