Category Archives: Configuration

Channel Integration Framework with Twilio – Part 1

Published / by AK / Leave a Comment

I have posted the video of incoming call using CIF here. It is a live working demo using Twilio trial account. I am going to share my experience of making this so anyone can easily setup the basic features and start exploring more awesomeness.

I have tested the public preview of Microsoft Dynamics 365 Channel Integration Framework. It was before Christmas and New Years holidays. Moving house over the holiday period kept me occupied for weeks.

Last week, I started to look into CIF again. During the public preview, I had issues with incoming and outgoing calls. I was able to connect to Twilio service. Outgoing/incoming calls that return pre-defined messages were successful. However, I couldn’t manage to figure it out to make a call to a real number.

In this post, I am going to cover D365 users responding to incoming calls directly from web interface – without leaving D365 at all.

Preparation

Before we start, please go through followings

Now, we can begin!

Setting up

You will find steps provided in Microsoft documentations are easy to follow. But I find problems with the section to create Twilio functions (https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/channel-integration-framework/sample-softphone-integration#create-function-to-use-with-the-app-service).

According to Readme included in the sample code, you have to create functions in Twilio. I followed the instructions and couldn’t manage to make it work. So, I started with creating a basic client and later add a couple of controllers to the sample code to setup a twilio client.

You can follow tutorials from https://www.twilio.com/docs/voice/client/tutorials/how-to-set-up-a-server-for-twilio-client to create a basic client including TokenController and VoiceController. Creating own controllers give us the whole capability of Web, flexibility and fine grain control of call processes, such as limiting the functionality, dynamic routing which could be stored somewhere else.

In Twilio console, it is very easy to get confused and lost in navigation. However, we can get the information we need from
– Twilio account dashboard at https://www.twilio.com/console
– TwiML apps at https://www.twilio.com/console/voice/twiml/apps
– Phone numbers at https://www.twilio.com/console/phone-numbers/incoming

In short, you need to

Once you have deployed the sample code, you need to configure your trial Twilio Phone Number. First, let’s create a TwiML to route and store it in TwiML Bin. You can find TwiML bin under Runtime or at https://www.twilio.com/console/runtime/twiml-bins/. For testing purpose, let’s create following TwiML.

TwiML
TwiML

You may ask “What the heck ‘ak’ is sitting between Client tag?” Well, it directly relates to the client name of token generated from TokenController.cs

TokenController
TokenController

Once TwiML is saved, go to your phone number and configure its A CALL COMES IN setting by choosing TwiML and choosing the newly created TwiML from Bins.

Phone Number Configuration
Phone Number Configuration

That’s all you need to configure to receive and answer the call using CIF. It takes a while to get it right. Reading Twilio documentations will help you a lot.

Enhancements

You would notice that I use a static TwiML to route to the client in Phone Number configuration. In real world, I think Webhook is a better approach where you can return TwiML dynamically according to implementation of business rules. In addition, TokenController.cs could do similar thing which generates dynamic token for each login user. That way, the call could be routed to the correct client.

Need help?

Reach out to me if you need any help and it is confusing.

Passing current login user of Microsoft Dynamics CRM Portal to external web app

Published / by AK / Leave a Comment

You can get the detail of current login user in liquid template va user liquid object. There is another way you can get the current login user via XHR call.

Microsoft CRM Portal has built-in API to generate JWT of current login user. The API is at https://<crm portal url>/_services/auth/token and returns JWT. This JWT is nothing but a JSON object encrypted using RS256 algorithm. So, anyone can decode it. Other words, anyone can encode it also.

You sometimes need to pass the current login user information to external web app. Since it takes very little effort to generate a JWT and pass it to your external website, it is very easy to bypass the security. Therefore, you will definitely want to verify the authenticity of generated token too ensure the token is generated from trusted source (in this case, your CRM portal).

The beauty with JWT is you can verify the signature of token using public key. If you are not familiar with PKI, the process generally involves the source or CRM portal which generates a token using its private key (which is already handled in CRM portal), and the target or your external web app which verifies the authenticity of the token using public key. To do this, get  the public key of your CRM portal at https://<crm portal url>/_services/auth/publickey.

The order of the whole process is

  1. Pass JWT token as a parameter in a web request/link to your external web app
  2. In your external web app, get public key from CRM portal and verify the signature of the JWT contained in web request

That’s easy, simple and neat. Right?

Next time, we will have a look at Azure AD B2C configuration to authenticate users, which requires more configurations and adds a little bit of complexity.

Multiple user roles and entity permissions in Microsoft CRM Portal

Published / by AK / Leave a Comment

Before reading the post, you may would like to read the official document on Microsoft at https://docs.microsoft.com/en-us/dynamics365/customer-engagement/portals/assign-entity-permissions. This will give you a basic understanding of entity permissions in Microsoft CRM Portal.

Your customer wants to build a portal using Microsoft CRM portal. Connection is used for linking their contacts and accounts. Your customer wants to control the permissions of their contacts (who will login to the portal) on their related accounts, based on their connection role. If a contact is assigned as Admin role, he should be able to edit the account record. But, if it is User role, he should have read-only access to Account record.

Using connection to assign role to accounts

Sounds like a familiar request from most customers?

If yes, let’s look at how we can implement this scenario in Microsoft CRM portal.

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Default tab (timeline) of Activity Wall in CRM Portal

Published / by AK / Leave a Comment

Configuration and customization of CRM portal is always fun. You need to pay attention to even the smallest thing as there is no one stop place to configure them. Everything is connected among CRM form, portal entity form, metadata, permissions inheritance, scripts. One mis-configuration would render the form incorrectly.

One day, we found that some portal forms are rendering Timeline area like below where it is supposed to be Notes area.

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