The Webex Contact Center Flow Designer includes support for Microsoft Dynamics 365 connector. Microsoft Dynamics 365 connector is an IVR connector that uses certificate-based authentication, thus meeting the advanced security requirements of enterprise organizations.

The Microsoft Dynamics 365 Connector provides advanced authentication methods within the HTTP Request activity, designed for use within the Flow Designer module. You can update and rotate certificate configurations easily within the Webex Control Hub.

Configuring the Microsoft Dynamics 365 connector is a step-by-step procedure that involves the following tasks:

  1. Creating the public and private key certificates.
  2. Configuring the Microsoft Entra connected application.
  3. Configuring the Microsoft Dynamics 365 connector in Webex Contact Center.

See the following sections for details.

Create public and private key certificates

1

Open a terminal or command prompt.

2

Create a new directory for your certificates:

mkdir MSD_Connector

cd MSD_Connector

3

Generate the private key:

openssl genrsa -out key.pem 2048

4

Create a Certificate Signing Request (CSR).

openssl req -new -sha256 -key key.pem -out csr.csr

5

Generate a self signed certificate.

openssl req -x509 -sha256 -days 365 -key key.pem -in csr.csr -out certificate.pem

Store the certificates securely.

What to do next

Use the certificate.pem file when configuring the Microsoft Entra connected application.

Configure Microsoft Entra connected application

Before you begin

Create the public and private key certificates to upload to the Microsoft Entra connected application.

1

Open a web browser and type in https://entra.microsoft.com/.

2

Sign in to the Microsoft Entra admin center using valid user credentials.

3

Register a new application by performing the following tasks:

  1. Navigate to App Registrations.

  2. Click +New Registrations.

  3. On the Register an application screen, enter the following details:

    • Name—Enter the name for the application (the name of the connector).
    • Supported account types—Choose Accounts in this organizational directory only.
    • Redirect URI—Choose web as the platform for your application.
4

Upload the certificates by performing the following steps:

  1. Navigate to Certificates & Secrets tab.

  2. Upload the certificate.pem file you generated.

  3. Make a note of the following application details:

    • Application (client) ID.
    • Directory (tenant) ID to be used in the token URL.

What to do next

After you've configured the application, configure the Microsoft Dynamics 365 connector on Control Hub for use in Flows.

Create Microsoft Dynamics 365 Connector on Webex Contact Center

Before you begin

  • Generate the public and private key certificates.

  • Create a Microsoft Entra connected application.

  • Upload the certificates on the Microsoft Entra connected application.

1

Sign in to Control Hub using the customer organization credentials.

2

Navigate to Services > Contact Center > Tenant Settings > Integrations > Connectors.

3

On the Microsoft Dynamics 365 card, click Set Up or Add more.

4

On the Add configuration details page, enter the following details:

  • Name—Enter a unique name for the connector.

  • Resource domain—Enter the URL of your Microsoft Dynamics instance with an https:// prefix. For example: https://<INSTANCE>.crm.dynamics.com.

  • Grant type—Choose the Grant type as Client credentials - certificate.

  • Client ID—Enter the client id. This is the App ID from the Microsoft Dynamics configuration.

  • Public key (certificate)—Enter the public key certificate.

  • Private key (certificate)—Enter the private key certificate.

  • Token URL—Enter the token endpoint URL. This should be in the format . Replace <TENANT_ID> with your actual tenant ID.

  • Scope—Leave the default scope as it is.

5

Click Save to save the configuration.

Webex Contact Center validates connectivity to the Microsoft Dynamics 365 Connected application. If the connection is successful, the system saves the credentials and displays a confirmation message.

See the Microsoft Dynamics IVR Custom HTTP Connector for details.

What to do next

After you successfully save the connector, you can use it in Flow Designer. For more information, see the HTTP Request settings section in the Flow Designer Guide.