Updating a Microsoft Dynamics 365 record

Using the Data Connector applet you can retrieve data from a Microsoft Dynamics 365 account. For information about the Data Connector applet, see Data Connector applet. Vonage Contact Center (VCC) stores retrieved data in data Connector, one data source for each specified field of each retrieved Dynamics record. VCC prepares these data sources when you save the Data Connector applet, using a consistent naming convention. You can configure subsequent applets (such as a Data Announcer, a Data Router, another Data Connector applet, or an Automatic Call Distributor applet) in your interaction plan to use the data sources created.

If enabled for your account, you can use a Data Connector applet to update a Dynamics 365 record. The Data Connector updates the record when Vonage Contact Center routes an interaction through the applet. For information about the Data Connector applet, see Data Connector applet.

To configure a Data Connector applet to update a Dynamics 365 record, perform the following steps:

1. Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.

2. In Interface in the Interface section, click MS Dynamics. The Action section appears.

3. Optionally select the applet that Vonage Contact Center routes the call to if the interface fails in the Interface Failure list.

   An interface failure occurs when the request does not receive a response or receives an error from Dynamics 365. A timeout, DNS lookup failure, incorrect or expired password or HTTP error status code, for example, might cause an interface failure.

4. In the Action list, click Update MS Dynamics Record. The Update MS Dynamics Record section appears.

5. Provide the following information in the fields in the Update MS Dynamics Record section:

   Section	Field	Description
   	Object	The Object list contains the available Dynamics 365 objects. Click the object you want to update. The ID Field and Add Field list appears.
   Object ID Field All MS Dynamics records have a unique ID. Vonage Contact Center uses the value that you specify in this section to locate the Dynamics 365 record to update.
   	Field Name	Field Name is ID. Use the Source field to identify the source of the data for this field.
   	Source	The source of the data. Click the data source that contains the data for the field.
   	Add Field	The Add Field list contains the fields available on the selected object. Click the field you want to populate. The Fields to Populate section appears. Use Add Field to add and populate as many fields on the selected Dynamics 365 object as you want.
   Fields to Populate
   	Field Name	Contains the selected field. Use the Source field to identify the source of the data for this field.
   	Source	The source of the data. Click the data source that contains the data for the field.

   Click Remove to remove any fields you no longer want to update.

6. In the Successful Action list, click the applet that Vonage Contact Center routes the call to next.

7. To save your changes, click Update.

   When you click update, Vonage Contact Center validates the information you have provided in the Update MS Dynamics Record section. You must add at least one field to update. Correct any errors before clicking Update again.

You can also use a Data Connector applet to retrieve data from Dynamics 365. For information about retrieving data from Dynamics 365 using a Data Connector applet, see Retrieving data from an integrated and linked CRM system.