Hi everyone, my name is Finn McGlothlin, and I’m a software engineer at AMC Technology. In this video, I’ll be demonstrating AMC Technology’s integration with Dynamics 365 Contact Center, or CCaaS for short.
More specifically, I’ll walk through both an inbound and an outbound call scenario. In this demo, we’re using SAP Sales Cloud as the third-party CRM.
As you can see, I’ve opened the SAP Live Engagement Center. Our DaVinci agent is logged in and in a “ready” state, and the Dynamics 365 agent is also logged in and available.
Let’s start with an inbound call. I’ll place a call from my mobile phone to the agent’s number. You’ll see an incoming call notification appear in the softphone. Here it is—the voice call request has come in. I’ll go ahead and accept it and place both the agent and the mobile phone (remote user) on mute.
Now that the call is connected, you can also see a new call record appears in SAP. I’ll click on it to open and view the phone call record.
Within the embedded softphone widget—provided by Dynamics 365 Contact Center—agents have a variety of controls. They can mute, unmute, hold, unhold, use the dial pad, and initiate transfers or consults.
We’re also able to start real-time transcription and call recording. If I unmute the agent and start talking, you’ll see live transcripts appear—capturing both the agent and customer sides of the conversation.
Next, I’ll end the call. Once the call ends, it moves from the active tab to the wrap-up tab. At this point, the agent can complete any necessary after-call work before closing out the interaction. The softphone returns to its original state, and both agents return to the “ready” status.
That was the inbound scenario. Now, let’s walk through an outbound call.
I’ll start by closing out the previous record in SAP and opening the dialer. From here, the agent can make outbound calls in several ways:
They can select a number from the recent calls list, manually enter a number, or use the dial pad.
In this case, I’ll enter a number manually and press the call button.
As the call connects, I’ll mute both ends again. Once connected, SAP receives the new call from the DaVinci platform, and a corresponding phone call record is created—just like with the inbound call. I can open the record in SAP to review or update it.
In the softphone, the agent has access to the same controls as before, including transcription and recording, though I won’t demonstrate those again. I’ll go ahead and end this outbound call.
After ending the call, it moves into the wrap-up state again, where the agent can finish any final tasks. Then, both agents return to the ready or available state—ready for the next interaction.
That concludes this demo. More use cases will be supported as part of our ongoing integration with Dynamics 365 Contact Center, so stay tuned.
