2024/02/05

Table of contents

Introduction

The XRMFusion is a SaaS that enables the XRMFusion client programs to retrieve caller information based on the caller number from your CRM system. The XRMFusion SaaS can be configured through its administration portal and it manages the necessary settings like

  • CRM connection settings
  • What contact information shall be displays in the clients
  • What actions are available to perform in the clients (e.g. open the contact in the CRM directly out of the client)
  • License management 

The XRMFusion client program has to be installed locally on the users' PC. It is responsible to present the caller information and to connect to the CRM with the logged in user, to connect to the Azure Communication Services to retrieve call information and finally to retrieve the layout (schema) from the server to present the GUI.   

Getting started - Onboarding Process

The XRMFusion is a cloud service which connects smoothly to your Microsoft Teams tenant. To enable the XRMFusion SaaS for your tenant, please follow the onboarding link that you got from our reseller. Alternatively, you can start the onboarding process via the Microsoft AppSource Marketplace by ordering the XRMFusion Saas there. In both cases you need to log in with an admin account during the onboarding process which starts right after the AppSource purchase process was finished. This is the page that will appear after the purchase was completed. Please start the onboarding process with “Activate now!”. The onboarding will enable the SaaS for your tenant.

The account you use for the onboarding has to have the user rights to grant the necessary permissions for the app registration in your tenant. Please login with an appropriate account. The XRMFusion app requires the following application permissions:

If you’re not sure if your account has the required permissions, you can try to login. If you don’t have the required permissions, your login will be denied and you can login again with a different account. After successfully logging in with an admin account of your organisation the onboarding process is completed and the service is ready to use. Just follow the instructions on the welcome page that is shown. Please Login to the XRMFusion admin portal with the following URL: https://portal.xrmfusion.cloud

If after logging in, the XRMFusion shows a message that the onboarding was not completed, please see the possible solutions in the Troubleshooting section at the end of this document.


The XRMFusion admin portal after initial login: 


In the following chapters, you will learn how to set up the service correctly and adapt it to your requirements. This includes the following steps:

  • Setup the connection to your CRM 
  • Configure which CRM parameter shall be displayed in the clients

  • Enable XRMFusion for certain users

  • Configure user AAD import

Configuration

Step 1 - Setup a Connection to your CRM System

To establish a connection with your CRM system, you must create a CRM Connector. The CRM Connector is used to configure all the necessary parameters to enable users to log in to the CRM via the XRMFusion Client. The caller information is carried out by the XRM clients with the authorizations of the logged-in user. The XRMFusion server only provides the parameters for logging on to the CRM.

Please add a CRM Connector by clicking on "Add Connector" in the CRM Connectors section. Select the appropriate CRM type for your CRM and assign a suitable name for the connector. Optionally, you can add a short description. Complete the process with "Update".

Depending on the CRM type selected, you need to set up different configurations:

CRM Connector configuration for Microsoft Dynamics 365 Customer Engagement


Step 2 - Configure which CRM Parameter shall be displayed in the Clients

The XRMFusion Administration Portal is the central place where you can configure the display of caller information for clients. On the one hand, you can define which CRM data for a contact or their account should be displayed for an incoming call and, on the other hand, you can define Action Buttons to define certain actions that can be carried out for this contact. 

You have set up the CRM Connector in the previous chapter. Now you need to define which caller information you want to display in the XRMFusion clients. This is defined via the so-called CRM schema. XRMFusion provides a standard schema for each CRM type that is assigned automatically. In the XRMFusion admin portal under the section CRM Schema you can change these settings:

Define what caller information you want to display in the client view

Click on the "Values" button and a window will open in which you can see the parameters in the "CRM Connector" that are to be displayed in the XRMFusion clients for a call. You will see a table with the parameter title, the value type as it is displayed in the client, the table in the CRM from which the parameter is used and finally the value of this table that is displayed in the XRMFusion client view. The position of the parameter in the table is also the order in which the parameter will be displays in the CRM Client view. You can change the position using the Up and Down buttons on the respective entry.  

The first three parameter in the list will be presented in the caller detail area at to top of the XRMFusion client view. 


If you want to display another contact or account information you can do so with the button Add new CRM Value:

You can access the CRM table "contacts" and "accounts". Select the CrmTable parameter accordingly. Depending on the selection you see different values you can choose from. If the value is not included in the selection, you can write it manually in the Value field. With the Type you define how the value will be shown in the client:

  • Text: the value is shown as simple text
  • Link: the value will be presented as hyperlink. The link will be opened in the default browser on the client.
  • Phone: the value will be presented as a hyperlink with the "callto" instruction (value will be forwarded to the default phone client)
  • Mail:  the value will be presented as a hyperlink with the "Mailto" instruction (value will be forwarded to the default email client)

Save your changes with Update.

Define what Action Buttons shall be available in the client view 

The Action Buttons are shown in the XRMFusion client view. A click on these buttons will cause the client to open an URL that can contain caller information retrieved from the CRM.

To customize these actions please click the Actions button in the CRM Schema entry. A configuration window opens in which you can see a list with already defined action. 

By default there is the action "Contact". On click on this button in the XRMFusion client the contact page in Microsoft Dynamic will be opened in the standard browser. Please click Edit to see how this action is configured.

An Action is defined through an URL with placeholder. Each placeholder in that URL will be replaced with the contact or account information belonging to the caller. The placeholder has to be defined by name in the table below the URL field. As you can see in this example the URL contains the placeholder called "cid" within curly brackets "...{{cid}}...". The cid will be replaced with the callers "contactid" that is retrieved from the table "contacts". The title will be displayed as tool-tip on mouse over on that button and the field Icon defines the button icon in the client.

Please add your own action buttons with click on Add custom action.


Changes to the CRM Schema only take effect after restarting the client program.


Step 3 - Enable XRMFusion for certain Users

The XRMFusion service is only carried out for individual users. You must explicitly specify these users in the user list. Select add user and enter the users email address in the search field or select a user from the list. Confirm the selection with add selected user. The selected user then appears in the user list. You then must activate the service for individual users by assigning a license. Therefore select the action “Enable license for selected users” and click the button Apply action for selected users.

You can add as many users in the table as you want, but you can use only as many users for the service as you have licenses.

If you delete a user, all data for this user will be deleted as well.


Please consider to define one or more additional administrators to maintain the XRMFusion configuration. You do so by clicking Edit on the user list entry and assigning the Administrator role to it. The user’s role is displayed in the UserRole column in the user list. Please note: only administrator users can login into the XRMFusion configuration.

As an alternative of creating the user list manually, the user list can also be created by an import from the Azure AD. As a precondition for this you need to configure a service user as described in the next Chapter. To open the import configuration settings please click on the link Setup Azure AD User Import which you will find above the user list. Define the filter criteria (AND condition) for selecting the relevant users from the Azure AD and define how to handle new users or users who no longer match the filter criteria. Before you run the import please store the settings and press the “Test” button to check the result. If everything is fine you can then execute the import. You also have the possibility to enable an automatic import on a daily base.

Users of the role “Administrator” will never be automatically removed from the user list by the import.


Additionally to the user import you can manage individual users in the user list manually. For these users set the option “manage user manually” in the users list.

Step 4 - Service User for AAD user synchronization

To enable the XRMFusion for dedicated users you have to define the users for which you want to enable the service. You can define the user list manually like described in the chapter before or you enable an AAD user import. In order get AAD access, the app must log in to your Microsoft tenant via the Microsoft GraphAPI with a service user account. Please go to Configuration menu and click on "Add Service User". A Microsoft authentication pop-up will appear, where you log in with the service users account. Please note that the service user must have the necessary permissions. If this is not the case, authentication will be denied and an error message will appear. These are the required permissions:

  • View users basic profile

  • Maintain access to data you have given it access to

  • Sign in and read user profile

  • Read all users full profiles

  • Read all groups

  • Sign users in

  • View users email address


The XRMFusion cloud service does not store the service user password or any other credentials. After logging in with the service user account, the session continues to be used via access tokens which are regularly extended.


Downloads

In the Download section of the XRMFusion admin portal you can download the latest version of the XRMFusion client program. 

Contact Information

Please provide a technical contact. We will inform you about important updates and critical incidents. We will not use this contact for any other product mailings, newsletters etc...

Usage

Its a good idea to sometimes check how many users actually using the XRMFusion client. In the statistic shown on the Usage side you see from how many users the server gets at least one connection per day.

Log

In the log table you see the internal communications between the XRMFusion clients and the server components. If there are any program errors you will find them there. 

Info Log

The info log table shows the user activities in the admin portal and the jobs like user list sync with ADD performed by the system itself. 


Troubleshooting

Problem: After logging in, the admin portal shows a message that the onboarding was not completed.

Solution: Please repeat the onboarding process (click on Onboarding in the message) but check this before: If you are already signed in with a Microsoft accounts, it is important that you sign out and close all browser windows so that there is no cached login session or use an incognito browser session (copy the onboarding link into the clipboard before). Open a new browser window and paste the onboarding URL from the clipboard into the address bar. Login with the admin account to proceed with the onboarding. Even if the onboarding was succeeded it could be necessary to logout and login again to get the permission assigned to the login session.