If I understand you correctly, yes, when the agent clicks on a link they're going to need to supply their own credentials to whatever thing is the target of that link. For example, if you click on a link like
https://myCompanysdomain.dynamics.crm.com/customer123456, you'll be taken to login page (if it's the first time you've gone there today), and you'll have to put in your credentials, and once you do you'll see all the information your credentials grant you access to. If you close that page, then click the link again, generally you shouldn't need to login again (until your session expires).
If I click that same link, I'm going to have to provide my credentials for this site, and I'll see what information I have access to.
Basically, in the script it's just a link. It has no concept of who I am until I navigate to that page and have to authenticate.
Feel free to try it in a script and validate.
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Richard Schott
Genesys - Employees
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Original Message:
Sent: 04-11-2019 15:32
From: Charaf Eddine Chemlal
Subject: Dynamics Integration : Roles/Permissions
So, if I transfer the link to another agent from another country, the view will change because in MS Dynamics will recognize and authenticate the agent, then apply access control and restrictions already set by the admin in Dynamics ?
Can you confirm that anytime an agent navigate away from PureCloud to MS Dynamics to open contact file, agent's login would be requested/entered ?
if the client has already authenticated in Dynamics and therefore his session is open, he won't be asked again to enter login password ?
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-11-2019 15:21
From: Richard Schott
Subject: Dynamics Integration : Roles/Permissions
Then there's no real need to limit what the data action has access to, and in general it would be better to not limit it. The data action would determine who the customer is, and make routing decisions accordingly (likely to a queue that handles calls for the country the caller resides in). You would just need to take care to not expose regulated data when you set what information gets presented in the script. Just because the IVR has access to information does not automatically mean it gets presented to an agent.
Once the call makes it to the agent and the link is provided to them, when the agent clicks on the link they would be navigated away from PureCloud to MS Dynamics. At that point, the agent's login to MS dynamics would be entered, and whatever access control is placed on their credentials would be in effect.
Hopefully that helps to clarify things some.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 04-11-2019 15:09
From: Charaf Eddine Chemlal
Subject: Dynamics Integration : Roles/Permissions
I'm using data actions in the IVR.
for example: Call Data Action/ Get Contact by Phone Number.
if I find the customer in the CRM, I display a customer file via script (set screen popup) with some information, I add a link to directly access the complete Contact file of the customer in Dynamics
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-11-2019 14:58
From: Richard Schott
Subject: Dynamics Integration : Roles/Permissions
I suppose it's worth taking a step back; how are you using data actions? Are you using them in the IVR, or in an agent script?
It's worth pointing out that PureCloud doesn't dictate access control to data in Dynamics; only MS Dynamics can do that. We simply access the data in Dynamics by way of their Public API.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 04-11-2019 14:44
From: Charaf Eddine Chemlal
Subject: Dynamics Integration : Roles/Permissions
So I have to create as many Data action integrations as countries ? same credentials ?
The "global" one will help to determine the appropriate country, how is that possible ? Is there some ID that characterize a country in Dynamics CRM ?
where can I design those sort of access control (based on dynamics) ? IVR ?
I want the agent to have the same Dynamics view even when accessing from the purecloud API call
I understand the principle and the idea but I do not know how to do it exactly functionally in PureCloud !
Thank you very much for your help
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-11-2019 13:50
From: Richard Schott
Subject: Dynamics Integration : Roles/Permissions
The other option is to have multiple data action integrations created, with one "global" to determine the appropriate country, then other country specific integrations to only access/expose data based on country of origin/queue/etc.
The big takeaway is that the data actions operate on behalf of the credentials that are configured on the integration. Using that information, it should be possible to design whatever sort of access control scheme you wish to implement.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 04-11-2019 13:45
From: Charaf Eddine Chemlal
Subject: Dynamics Integration : Roles/Permissions
I understand ...
I'll try to explore your idea (3rd point), hope it will match with our goal.
Thank you
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-11-2019 13:36
From: Richard Schott
Subject: Dynamics Integration : Roles/Permissions
1. That's not really possible today.
2. Who would be the user if the API call is made by the IVR?
3. If you want user based access controls, then the client integration Interaction Sync by Avtex would be a much better solution to explore.
Data actions are intended to be server side, system level data interchanges between PureCloud and external data stores.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 04-11-2019 13:24
From: Charaf Eddine Chemlal
Subject: Dynamics Integration : Roles/Permissions
So, the authentication during Dynamics API calls. Genesys should use the identity of the user initiating the API call, so that the API automatically applies the Dynamics CRM security model.
Is that possible ?
Regards,
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 04-11-2019 13:11
From: Richard Schott
Subject: Dynamics Integration : Roles/Permissions
The data action integration utilizes the credentials that are provided to the integration, with Dynamics providing the access control rights to resources based on the rights granted to that set of credentials. The web service calls are not placed in the context of an agent that might ultimately receive an interaction, but rather in the context of the provided credentials. This is an ideal scenario for the IVR to be able to determine the country of the caller (as such the appropriate agent to handle their call), assuming the credentials provided have access to all customer data.
Please let me know if there are additional questions on this.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 04-11-2019 12:13
From: Charaf Eddine Chemlal
Subject: Dynamics Integration : Roles/Permissions
Hello @George Ganahl @Melissa Bailey,
I would greatly appreciate your help with the following about Dynamics 365 integration.
Context : CRC Europe is the call center handling calls from the following countries {Italy, Germany, Spain...} (Customer Relationship Center)
Scenario :
There are restrictions/permissions put in place in Dynamics 365, which means that, for example, an Italian Agent has the right to retrieve all the customer records of Europe :
- First Name, Last Name, Title, Civility,Email, Phone Number...
- Only the Activities & Historical purchases made in Italy and not other countries (hide all that has not been done in Italy in terms of purchases)
The same customer record seen from a German Agent, he will see the same thing but only purchases made in Germany.
Questions :
When integrating Dynamics with PureCloud,
- I would like to know if Purecloud inherits these dynamics restrictions depending on Agent's Roles&Permissions or not ?
In other words, when the Italian Agent would like to update customer record information directly in Dynamics, by clicking on a displayed URL in a pop-up displayed on PureCloud, will he have the visibility only on the Activities & Historical purchases done in Italy?
- Does PureCloud authenticate the Agent and limit the visibility of the Agent according to the restrictions set in Dynamics ?
Kind Regards,
#ArchitectureandDesign
#Implementation
#Integrations
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Charaf Eddine Chemlal
Dimension Data France
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