---
title: "Install 8x8 Contact Center for Microsoft Dynamics"
slug: "install-8x8-contact-center-for-microsoft-dynamics"
updated: 2026-05-22T19:18:36Z
published: 2026-05-22T19:18:36Z
canonical: "help.8x8.com/install-8x8-contact-center-for-microsoft-dynamics"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Install 8x8 Contact Center for Microsoft Dynamics

## Objective

Configuring 8x8 Contact Center with Microsoft Dynamics requires that you download the 8x8 integration package and then create a custom solution for 8x8 Contact Center for Microsoft Dynamics.

> [!WARNING]
> Important:
> 
> This process requires administrator access to Microsoft Dynamics. **Note:** Complete instructions for installation and use of the integration can be found here:
> 
> - [Contact Center for Microsoft Dynamics - Admin Guide](/documentation/docs/integration-overview-8x8-integration-for-microsoft-dynamics)
> - [Contact Center for Microsoft Dynamics - Agent Guide](/documentation/docs/overview-8x8-integration-for-microsoft-dynamics)

## Applies To

- 8x8 Contact Center
- Microsoft Dynamics

## Procedure

### Managed Package Import

1. [](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/_8x8integration_0_3_7_managed.zip)![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/global_doc.gif)[Download the MS Dynamics installation package](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/_8x8integration_0_3_7_managed.zip).

> [!NOTE]
> Note:
> 
> The integration can also be installed from [Microsoft's AppSource](https://appsource.microsoft.com/en-us/product/dynamics-365/8x8inc-5383858.8x8-microsoft-integration) instead of using the **Import** option. Do this by selecting **Get Solutions from Marketplace** in step 4 below, search for **8x8**, select **8x8 Integration for Microsoft Dynamics 365**, and click **Get it now**.
2. Log in to MS Dynamics as an admin.
3. Navigate to **Settings** > **Solutions**. ![clipboard_e920ab92035d7623825ebf6550430bfac.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13383)
4. Click **Import**. ![clipboard_eb4c748aa0a45f9e3be94a2bf8fd98b6e.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13378)
5. In the new window, click **Choose File** and select the newly-downloaded installer file.
6. Click **Next**. ![clipboard_ec8ddab34626615844e1f832d4085cbea.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13388)
7. Click **Import**. ![clipboard_ecdad86514ee65bb39524ddec60ba58c7.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13398)
8. After the import is completed, click **Publish All Customizations**, located in the same area as **Import**. ![clipboard_e040df39ed4ce0e1c12e2a8e631b3b642.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13389)

### Create a Custom Solution

By default, the package will point to one of the 8x8 Contact Center clusters, which needs to be customized.

1. Navigate to **Settings** > **Solutions**. ![clipboard_e920ab92035d7623825ebf6550430bfac.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13383)
2. Click **New**. ![clipboard_e310582210ce50d7498f621af8b7e54ef.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13399)
3. Set the **Display Name** to **8x8CustomPackage**.
4. Tab to the **Name** field to automatically fill **8x8CustomPackage** into it.
5. Select the default **Publisher** for your organization from the dropdown list.
6. Set the **Version** to **1.0.0.0**.
7. Click the **Save** icon at the top-left. You may need to wait for Microsoft to complete this process before proceeding. ![clipboard_e6c089276bbb239ee7348ffee4af0252f.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13396)
8. Click **Components**, if needed. ![clipboard_e678726bc39ab152336cbae509b084328.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13377)
9. Click **Add Existing** and select **Web Resource**. ![clipboard_efa5a3f2321b50f8fd4127f69f911b9e2.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13394)
10. Locate and select **new_config**, then click **OK**.

> [!NOTE]
> Note:
> 
> There can be many items in this list. Sorting by **Name** or **Display Name** and then scrolling to the component's location might speed up your search.

![clipboard_ed7f73cf7d60e6cc6a2559389cee0adf9.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13397)
11. Double-click on **new_config**. ![clipboard_e6c12d506f270114ec55e7ec71d3ce504.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13392)
12. Click **Text Editor**. ![clipboard_e2c204ef41240f7756489b302acc03e4c.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13386)
13. Set **var DEFAULT_COMMUNICATION_PANEL_SETUP = "VCC";** as in the screenshot below.

> [!WARNING]
> Important:
> 
> Case (upper/lower) of this text is critical, so do not change it.
  - **Note about 8x8 Work**: If you are installing the integration for use with **8x8 Work** instead of **Contact Center**, enter **VO** instead of **VCC** in this line: **var DEFAULT_COMMUNICATION_PANEL_SETUP = "VO"**
  - Then edit this line from: **var mapanelNextGen = 'true'; // should be a string, either true or false** Change it to: **var mapanelNextGen = 'false'; // should be a string, either true or false**
  - Then skip to step **17** below and complete your installation from there.
14. Change **var CLUSTER = "vcc-xxxx"** to contain your corresponding Contact Center cluster.
  - If needed, you can find your cluster designation by logging in to the [8x8 App Panel](https://apps.8x8.com). Your cluster is part of the URL in the browser tab's Address line. ![clipboard_eacd4a98e3df6f09ec5f028a9a9b2eefe.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13375)
  - Example: **var CLUSTER = "vcc-na15";**
15. The line **var VCC_DOMAIN = "****https://sso.8x8.com/login/****" +CLUSTER;** must not be commented. Remove any preceding // marks as needed, as in the screenshot below.
16. The other **var VCC_DOMAIN** line must be commented out so that it will be ignored. To do this, place two forward-slash // characters at the beginning of the line, if needed.
17. Click **OK**. ![clipboard_efb180d7346ebc57a152b7f491ccdeb9e.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13384)
18. Click **Save**.
19. Click **Publish All Customizations**. Once the publication process is complete, you can close any windows related to the **new_config** web resource file. Note that it can take Microsoft a few minutes to complete the changes. Just ignore any popup messages (such as **Pages unresponsive** browser alert popup messages, and the **Publishing customizations** message). They will eventually disappear. ![clipboard_ea77a6d488bf683ae3d3123892cd4391d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13403)
20. Refresh the **Settings** > **Solutions** page to see the new **8x8** icon. ![clipboard_edcab3f1cd089a32e3a355cf7199a3afc.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13390)

### User Login to the 8x8 Communication Panel

Once your configuration above is complete, your users will be able to launch the 8x8 Communication Panel and log into it.

1. In your Microsoft Dynamics application, such as **Customer Service Hub**, click on a supported **Customers** type, such as **Contacts**.
2. Click on the **8x8** icon to launch the 8x8 integration communication panel into a popout window. ![clipboard_e650202288aad7f7802a886bd51b71dc1.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13393)
3. Log into the 8x8 communication panel using one of two methods (see screenshots, below):

> [!WARNING]
> Important:
> 
> Using Microsoft credentials to log into 8x8 applications requires Single Sign-On configuration in both **Microsoft Azure AD** and **8x8 Admin Console**.

![clipboard_e7d8102800fe0b962f047569a90879b73.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13382)
  - Enter your **8x8** user ID, click **Continue**, then enter your **8x8** user password and click **Login**.
  - Or enter your **Microsoft** user ID, click **Continue**, and then click **Login with Organization** to receive a Microsoft login prompt.

### Click-to-Dial Setup

1. Log in to Microsoft Dynamics.
2. Navigate to **Settings** > **Advanced Settings** > **Customizations** > **Customize the System**.
3. In the newly opened window, go to **Components** > **Entities**. ![clipboard_e772516abb76f9d19e17decf64ab7044f.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13376)
4. Click the object Entity you want this functionality in, then click **Forms**. Here we've chosen the **Contact** > **Forms** > **Contact** as our example.

> [!NOTE]
> Note:
> 
> - For Click-to-Dial functionality in other entities such as **Account**, **Lead**, and **Opportunity**, you'll need to perform this same operation for each. So navigate to:
>   - Contact: **Components** > **Entities** > **Contact** > **Forms** > **Contact**
>   - Account: **Components** > **Entities** > **Account** > **Forms** > **Account**
>   - Lead: **Components** > **Entities** > **Lead** > **Forms** > **Lead**
>   - Opportunity: **Components** > **Entities** > **Opportunity** > **Forms** > **Opportunity**

![clipboard_eaa9e68b4dd1487dfe471636009efca0d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13380)
5. In the newly opened window, double click **Contact Information** in **Summary**. ![clipboard_eb40a0011d0e7cbc28937862a7577d97d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13401)
6. Navigate to the **Formatting** tab, then set **Layout** to **Two Columns**.
7. Click **OK**. ![clipboard_e3078f541f9da5dc8746881343e98dc0c.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13400)
8. Repeat this operation for all fields *except* for the **Business Phone** and **Mobile Phone** fields, navigating to the **Formatting** tab of each and selecting **Two columns**. Your **CONTACT INFORMATION** form should look similar to this: ![clipboard_e62590ae4d1e3bc37062668b274855e95.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13391)
9. Click the **Insert** tab at the top of the page, and click **Web Resource**. ![clipboard_e0113bbdf9201d4fcff868dc5fcc0b17f.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13395)
10. In **General** > **Web resource**, set the **Web resource** field to **new_clicktodialform.** **![clipboard_e49da862cdb0a4b5ccfb1e803050f7699.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13381)**
11. In **Field Name and Properties**, add the Click-to-Dial Label Name according to the Entity & Field you are updating, per [**the mapping chart below**](/support/docs/install-8x8-contact-center-for-microsoft-dynamics#label-mapping-for-clicktodial).
  - For example, if you are setting up Click-to-Dial for the **Contact** entity’s **Business Phone** field, then the **Label** should be **telephone1**. ![clipboard_ec3dc1a0dfbaa3a7779647010d48ec356.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13385)
12. Click the **Formatting** tab. Select **Layout** as **One Column**.
13. Set the **Number of Rows** in **Row Layout** to **1**.
14. Make sure to uncheck **Display Border**.
15. Click **OK**. ![clipboard_e954f7ea35e88d25cb03012a23f6febb9.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13402)
16. The final **Contact Information** tab should look like this: ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13406)
17. Click the **Home Tab** then click **Save**.
18. Click **Publish**.
19. If you go to a Contact's page, you should see the Click-to-Dial icon. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/13404)
20. Repeat these steps until all the desired Click-to-Dial fields are set up completely.

### Label Mapping for Click-to-Dial

| Entity | Entity Field | Click-to-Dial Label Name |
| --- | --- | --- |
| Contact | Business Phone | telephone1 |
| Contact | Mobile Phone | mobilephone |
| Account | Phone | telephone1 |
| Lead | Business Phone | telephone1 |
| Lead | Mobile Phone | mobilephone |