Troubleshooting: 8x8 integration for Microsoft Dynamics

• Under Settings > Integrations > MS Dynamics in 8x8 Contact Center for Microsoft Dynamics or 8x8 Work for Microsoft Dynamics, make sure that you are connected to integration with Microsoft Dynamics.

• Under Settings > Integrations > MS Dynamics, enable the following options:

  • Auto call log: Enable this option to automatically generate a call and chat log. A call log includes information about the time a call was initiated, terminated, duration, queue name, and more. A chat log includes the chat transcript as well.

  • Call log pop: Enable this option to view the call log pop in a browser tab once the interaction is terminated.

  • Auto single match record pop: Enable it to pop the record details in a browser tab so the agent can preview and prepare for the call.

  • Auto multi match record pop: Enable it to pop the record when multiple matches are found. The browser pops the call record details for the first match in a new browser tab. You can select to match the call to another user from the Search tab. Click  next to the desired record to view the details.

  • Account: Enable this option to allow the integration to search for an existing account record. This option is enabled by default.

  • Contact: Enable this option to allow the integration to search for an existing contact record. This option is enabled by default.

  • Lead: Enable this option to allow the integration to search for an existing lead record. This option is disabled by default.

  • Case: This option is only supported for Microsoft Dynamics Customer Service.  Enable this option to allow the integration to search for an existing case record. This option is disabled by default.

• Make sure that a pop-up blocker is not preventing opening of new tabs in Microsoft Dynamics.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

• To clear the browser cache in Chrome

  1. Click the More  icon in the top-right corner of your Chrome browser window.

  2. Select Settings from the menu.

  3. Click Advanced at the bottom of the page.

  4. Under Privacy and Security, click Clear browsing data.

  5. Select the following check boxes from the list:

     • Cookies and other site data.

     • Cached images and files.

  6. Click Clear Data.

  To allow pop-ups in Chrome

  1. Click  the More icon in the top-right corner of your Chrome  browser window.

  2. Select  Settings from the menu.

  3. Click Advanced at the bottom of the page.

  4. Under Privacy and security, select Site settings.

  5. Under Unsandboxed plugin access, click Add next to the Allow section.

  6. Enter <cloud8.8x8.com>, and confirm.