Release Notes | Microsoft Dynamics 365 Connector

Microsoft Dynamics 365 Connector™ allows you to integrate your Talkdesk and Microsoft Dynamics 365 instances. For more information, visit our documentation.

Release Notes prior to the last listed date can be found here (login required).

 

January 11, 2024

On Thursday, January 11, 2024, we will release version 3.2.2 of the Talkdesk Connector for Microsoft Dynamics 365 package.

 

What’s included:

Enhancements:

  • Self-installation of Talkdesk Connector for Microsoft Dynamics 365 package through Microsoft AppSource: Now, you can self-install new versions of the package directly from Microsoft AppSource. 
  • Pop Single User Interface (UI) Panel: The Single UI component will now open in Microsoft Dynamics 365 whenever a call rings, allowing agents to easily identify incoming calls.

Fixes:

  • Talkdesk Conversations App in Dynamics 365 resolution:  The issue with the screen resolution of Talkdesk Conversations App where call controls appeared misconfigured is now fixed.

For more information, please visit our documentation on Talkdesk Connector for Microsoft Dynamics 365.

 

How to Install / Upgrade:

Version 3.2.2. of Talkdesk Connector for Microsoft Dynamics 365 will be available on Microsoft AppSource. Installation of the package is now self-service, steps for the installation are available here

 

Customers upgrading from older versions

To upgrade to the new version, install the new package directly from Microsoft AppSource. This installation will replace the older package with the newest one (v3.2.2.).  No additional steps are required.

If you need help upgrading, reach out to Talkdesk Support.

 

August 31, 2023

On Thursday, August 31st, 2023, we will release a new feature for Talkdesk Microsoft Dynamics 365 Connector™.

Note: This feature will be available in the new 3.0.0 version of Talkdesk Microsoft Dynamics 365 Connector™. To start using Talkdesk Microsoft Dynamics 365 Connector or to upgrade your connector version, please contact support.

 

New:

  • Talkdesk Live in Microsoft Dynamics 365: Now, you can access and configure Talkdesk Live™ dashboards within Microsoft Dynamics 365, allowing you to monitor Contact Center real-time dashboards in a single pane of glass.
  • Delete a contact through Contact Sync: Contacts deleted in Microsoft Dynamics 365 can be automatically deleted in Talkdesk through the Contact Sync capability.

For more information, please visit our documentation on Talkdesk Microsoft Dynamics.

 

May 18, 2023

On Thursday, May 18th, 2023, we will release an improvement to Talkdesk Microsoft Dynamics 365 Connector™.

 

New:

  • Single UI: Now, Talkdesk can be embedded within Microsoft Dynamics 365 as a single user interface, allowing your agents to use Dynamics 365 as a single pane of glass.
  • Configurable Contact Sync: Now you can customize the contact field, including custom fields to be synced between Microsoft Dynamics 365 and Talkdesk.  

To start using Talkdesk Microsoft Dynamics 365 Connector, please contact support.

February 24, 2023

On Friday, February 24th, 2023, we will release an improvement to Talkdesk Microsoft Dynamics 365 Connector™.

 

New:

  • Relate To: Agents can now select existing cases/opportunities in Dynamics 365 and relate them to a call. During call wrap-ups, agents will be able to choose from a dropdown list of existing cases/opportunities displayed in the “Relate To” Conversations card.

  

To start using Talkdesk Microsoft Dynamics 365 Connector, please contact support.

 

December 12, 2022

On Monday, December 12th, 2022, we will release an improvement to Talkdesk Microsoft Dynamics 365 Connector.

 

New:

  • Custom Fields for Automation: Now, if you use additional custom fields in Dynamics 365, you can use those fields in automations. These new fields can be used for new or existing automations.

 

To start using Talkdesk Microsoft Dynamics 365 Connector, please contact support.

 

September 8, 2022 - Microsoft Dynamics 365 Connector

On Thursday, September 8th, 2022, we will release an improvement to Talkdesk Microsoft Dynamics 365 Connector.

 

New:

  • Regional Cloud: Now, Admins are able to use their Talkdesk account name on the Microsoft Dynamics 365 configuration page, automatically enabling the appropriate region (United States or other).
  • Update Call Log: Admins can set up automations using the new update call log action.

 

To start using Talkdesk Microsoft Dynamics 365 Connector, please contact support.

 

June 15, 2022 - Microsoft Dynamics 365 Connector

On Wednesday, June 15th, 2022, Talkdesk®will release the new features for Talkdesk Microsoft Dynamics. These will be available in version 1.0.0.0 of Talkdesk for Microsoft Dynamics 365 Connector, to be published in the Microsoft AppSource.

 

New:

  • Talkdesk Activities in Dynamics 365
    • Talkdesk Activity & Talkdesk Contact: Based on the Talkdesk New Data Model, these are records of all interactions and related contacts. They are created in Microsoft Dynamics 365 every time a defined event occurs on the Talkdesk side (e.g. when a call starts in Talkdesk then log call in Dynamics 365). It includes Voice, SMS, Email, and Chat. For more information, please refer to this article.

For more information, please visit the documentation on Talkdesk for Microsoft Dynamics 365 Connector.

 

May 31, 2021 - Microsoft Dynamics 365 Connector

On Monday, May 31st, 2021, Talkdesk® will release the following new feature to Dynamics 365 automations:

 

  • Create and Pop a Case: This new action is now available in Automation Tasks and allows you to create a case in Dynamics 365 upon execution of any available trigger; additionally, it also presents the option to automatically pop the created case to the agent in context.

For more information, please visit the documentation on Talkdesk for Dynamics 365.

 

March 31, 2021 - Microsoft Dynamics 365 Connector

Note: Callbar has reached the End of Life on September 1, 2023. Existing references to Callbar in these Release Notes will be kept for historical purposes.

On Thursday, March 18th, 2021, Talkdesk® will release the Talkdesk for Dynamics 365 app.

 

What's Included

Main features:

  • Click-to-Call;
  • Contact Pop.

This release of the Talkdesk for Dynamics 365 app enables users to perform click-to-call from within the Dynamics 365 CRM, via Callbar, through a simple click on a call button. It is also possible to pop a contact to the agent, refreshing the Dynamics 365 contact's page upon clicking on the integration's badge in Callbar.

Note: The Click-to-Call feature is currently compatible with Callbar App(Electron) only.

 

How to Set up the Talkdesk CTI integration in Dynamics 365

To access the Talkdesk for Dynamics 365 app features, you need to have a Talkdesk account, properly integrated and synchronized with a Microsoft Dynamics 365 instance, and install and configure the Dynamics 365 Channel Integration Framework application.

To set up the integration, please follow the steps in both Microsoft Dynamics 365 Integration Activation and Enabling the Talkdesk for Dynamics 365 CTI. For more details on how to use Click-to-Call and Contact Pop with Dynamics 365, please check Using Dynamics 365 Click-to-Call and Contact Pop.

For more information, please visit the documentation on Talkdesk for Dynamics 365.

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