Integration between Microsoft Dynamics 365 CRM & Aircall is developed by appxconnect and uses Microsoft's Channel Integration Framework (CIF Versions 1.0 & 2.0) and Aircall SDK

To begin configuring your integration between Dynamics 365 and Aircall, you would require the following:  

• Microsoft Dynamics 365 instance with administrator privileges and Channel Integration Framework. (Online Version: 9.1 or later).
• Configured setup of your Aircall account with administrator privileges.
  

Network Prerequisites

The following are the network prerequisites

• Whitelist appxconnect's Public IP (177.104.46.240, Port:443) at your firewall for unrestricted access to appxconnect for your user's browser (Same as that for Dynamics 365)
• Supported Browser : Google Chrome
  

Application Setting prerequsites

The following parameters of your Dynamics 365 & Aircall account are required to complete the integration flow:

Pop-Up Configuration Prerequsites

The following parameters of your Microsoft Dynamics 365 are required to complete the integration flow:

• Entity Details Entity Details (Customer Record) in Dynamics 365 to associate a conversation with. Example - When an inbound call or a chat is received, which Entity needs to be Popped on the user screen ? (account, lead, contact or a custom Entity) 
   Required Details : Entity Name , Primary Key Attribute, Primary Key 

   Ex: Entity Name: contact, Primary Key Attribute: fullname, Primary Key: contactid
• Related Entity Details Details of Related Entity. This is not mandatory and is required if there are multiple records associated with the Entity (Customer Record) and another related Entity is needed to identify the Customer Record in context. Example - A Phone number is associated with multiple Netflix accounts and the customer reaches out for a support query with one of their accounts. (Entity Name: phone, Related Entity: accountid) 
  Required Details : Entity Name , Primary Key Attribute, Primary Key, Collection-Valued Navigation Property.
  Ex- Related Entity Name: account, Primary Key Attribute: name, Primary Key: accountid, Collection-Valued Navigation Property: account_primary_contact
• Alternate Entity Details Alternate Pop-Up Options. When a customer record does not exist or does not match with the one queried, users are required to work on an alternate Entity Pop-up. This is not mandatory and is required if such a scenario needs to be addressed.
  Required Details :  Related Entity Primary/Secondary, Entity Name , Entity Property name, Display name.
  Ex- Related Entity Name: contact, Entity name : incident, Entity Property name: customerid, Display Name: New Case

CTI Configuration Prerequisites

The following parameters of your Aircall and Dynamics 365 are required to complete the integration flow:

• Aircall Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Aircall that could be used to identify the customer record in Dynamics 365. For inbound calls, the Call Search Parameter is from , for Outbound, the Call Search Parameter is to.
• Dynamics 365 Call Search Parameter Dynamics 365 Call Search Parameter is the property name in Dynamics 365 entity with corresponding value equal to Aircall Call Search Parameter. 
  Required Details : property name
  Ex- For inbound calls, the Call Search Parameter is from (Customer Phone Number), for Outbound, the Call Search Parameter is to (Customer Phone Number) and the Dynamics 365 Call Search Parameter is telephone1 which is a property name in the Entity: contact.
  

Activity & Auto Updation

The following parameters of your Dynamics 365 are required to complete the integration flow:

• Activity Entity Name for Call The name of the Activity Entity in Dynamics 365 in which data from Aircall related to the call conversation such as, Call Duration,Phone Number, Direction and Call notes need to be auto updated.
  Required Details : Activity Entity Name
  Ex- phonecall is an Activity Entity name in Dynamics365.

Auto Updation

The following parameters of your Dynamics 365 are required to complete the integration flow:

• Activity Entity Property name The property name in Activity Entity into which data from Aircall need to be auto updated.
  Required Details : property name

  Ex- description is the property name in the Activity Entity phonecall into which the data from notesin Aircall is to be auto updated. 

User Input Form & Auto Updation

A Custom User Input field allows users to input data while on a conversation. The collected data can be auto updated into Dynamics 365 customer records.

• Data Label The identifier for the data to be input by the user.
  Ex- Does the Customer Own a House ? 
• Data Type The data type of the user input can be of type : Boolean, String, Integrer, Option Select or Lookup.
  Ex- Does the Customer Own a House ? 
• Activity Entity Property Name The property name in Activity Entity into which data from the user input need to be auto updated.The 
  Ex- Lable Name:  Does the Customer Own a House ?, Datatype : Boolean with Options: Yes and No ; ownshouse is the property name in the Entity phonecall.