USD Connector Install Guide

For successful installation of USD connector, following three major components need to be installed and configured.

1. Dynamics CRM Package Installation

Installation Prerequisites:

Following are the system prerequisites for installation of the EF Driver and related components:

• CRM Admin Credentials
• Expertflow Package Deployer

● The MS CRM should be installed and working on a Windows Server 2012 R2 (Only English version of the OS is supported) [[This requirement is valid only if you have on premise version of Dynamics CRM. Please ignore this if you are using Dynamics Online]]

Installation Steps

• To download Expertflow Package Deployer click here
• Follow this guide to configure Unified Service Desk package deployer on MS Dynamics Server.
• After successful configuration of Unified Service Desk package deployer proceed to step 2, i.e. Generic Connector server Installation

2. Generic Connector Server Installation

Installation Prerequisites:

Following are the system prerequisites for installation of the EF Generic Connector and its related components.

Trial License Key

Generic connector requires a trail key as a pre-requisite. One Month Trial key can be obtained from us free of cost. To obtain the trail key, please send us an email on "info@expertflow.com" with email subject as "Microsoft Dynamics USD Connector Trial Key Required!".

Date and Time Synchronization

EF Connector, client applications and Cisco Finesse should have their Time Zone and time configured properly according to the geographic region and synchronized. To configure the time zone, please see the instructions from the hardware or software manufacturer of NTP server. Client applications and EF Connector should be synchronized to the second. This synchronization should be maintained continuously and validated on a regular basis. For security reasons, Network Time Protocol (NTP) V 4.1+ is recommended.

Variable names and password requirements

All the variables include team name, agent id’s, passwords and call variables shouldn't contain the following special characters.

1. ,
2. #
3. |

Supervisor agent requirement

Each of the Supervisor agents must be assigned at least one team.

Prerequisites for EF Connector

EF Connector consists of 2 independent components, (i) ActiveMQ Broker and (ii) Generic Connector. This section covers necessary prerequisites.

Hardware Requirements

For a simplex (single server) deployment, minimum and recommended hardware requirements are as following:

For a redundant deployment, two servers of same specifications (as mentioned above) are needed.

Software Prerequisites

NOTE : For trail purposes, Generic connector can be installed on window 7,8 or 10 (64-bit)operating system instead of Windows Server 2012 standard edition.

Network Prerequisites

EF Connector requires communication with following:

• <Client Server>
• Cisco Finesse
• Remote monitoring server running web console monitoring of ActiveMQ on HTTP/S.
• Secondary EF Connector - only needed for a redundant deployment
• NTP Server, for time synchronization

Following ports should remain open on the Firewall. The local security policy and any antivirus should also allow open communication on the following ports.

• <Client Server> is a machine running client application of EF Connector. For server based applications like Siebel, it’s Siebel Communication Server. For desktop based applications, it’s the machine address of the agent desktop running the desktop application.
• In a redundant deployment, both EF Connector instances communicate with each other on the same TCP OpenWIre port 61616. In the table above, it’s mentioned as EF Connector (B) ⇒ EF Connector.
• These are defaults set in EF Connector, but you can always change the default configuration.

If you need to file sharing and remote installation / configuration using RDP, you might need to open following additional ports.

Access & Privileges Requirements

• Administrative access (Local System account or domain administrator) on the Connector Server is required to do the installation and configuration.

Installation Steps

• To download Generic Connector's setup click here
• Follow this guide to install and configure Generic Connector
• After successful configuration of Generic Connector proceed to step 3, i.e. USD Connector Client Installation

3. USD Connector Client Installation

Installation Pre-requisits

1. Download Microsoft Dynamics Dynamics365-USD-2.2.2.806-i386.exe (32 bit) from https://www.microsoft.com/en-us/download/details.aspx?id=50355

2. Install Microsoft Dynamics Unified Service Desk on agent’s PC.

Installation Steps

• To download MS Dynamics CTI Connector's setup click here
• Extract using Win RAR or similar and run MS Dynamics CTI Connector.msi
• Following steps will guide you how to install and configure MS Dunamics CTI Connector

1. Press Next

2. Read the instructions carefully and then press Next.

3. Select the CUCM type and press Next.

4. Enter the IP address of the machine where Generic Connector server is installed, 192.168.x.x

a. It can be left blank and could be set manually by editing the UnifiedServiceDesk.exe.config file which is present in the installation directory of USD.

b. <add key="ActiveMQ" value="192.168.x.x "/>

5. Set the installation path, make sure this is the path where USD is installed otherwise, installation will not be completed successfully.

6. Click Next on other screens and MS Dynamics CTI Connector will be installed successfully.

Run the Unified Service Desk

● Click on the Unified service desk.

● Enter your CRM credentials

On Premises

Kindly provide the actual crm user credentials.

● Click on ‘Login’ button.

● After splash screen the connector is minimized to taskbar. Click on it to maximize.

● The following screen will appear