MiraBridge Phone for Dynamics 365 CIF v2 Setup Guide

This guide provides step-by-step instructions for deploying MiraBridge Phone within Dynamics 365 environments using the multi-session (CIF 2.0) framework.

Prerequisites

Before starting, ensure you have:

  • Administrative access to Dynamics 365
  • Copilot Service Admin Center access
  • Required MiraBridge deployment parameters (deploymentId, region, clientId)

Step 1: Configure the Channel Provider

Access the Channel Provider Configuration

  1. Navigate to your Dynamics 365 apps overview: 
    https://YOUR_DYNAMICS_ORG_URL/main.aspx?forceUCI=1&pagetype=apps

  2. Locate and open Copilot Service Admin Center

    Copilot Service Admin Center

  3. Navigate to Workspaces [1]

  4. Open Third party voice channel provider by clicking Manage [2]

    Third party voice channel provider

Create the MiraBridge Channel Provider

  1. Click + Create to add a new channel provider

    Create new provider

  2. Configure the provider with these exact values:

    Field Value
    Name MiraBridge Phone
    Unique Name mb_phone
    Label MiraBridge Phone
    Channel URL https://phone.mirabridge.cloud/api/v1/deployment/{deploymentId}/init?region={region}&clientId={clientId}
    Enable Outbound Communication Yes
    Channel Order 0
    API Version 2
    Trusted Domain (leave blank)
    Custom Parameters (leave blank)

    Important: Replace {deploymentId}, {region}, and {clientId} with your actual values.

  3. Ensure the channel provider is Activated [3]

    Activate provider

  4. Click Save and Close to apply your settings [4]

Step 2: Configure Experience Profile

Access Experience Profile Settings

  1. Return to Copilot Service Admin Center

    Copilot Service Admin Center

  2. Navigate to Workspaces [5]

  3. Open Experience profile by clicking Manage [6]

    Experience profile management

Create or Edit Profile

  1. Create a new profile or edit an existing one

    Create/Edit profile

Assign Users to Profile

  1. Add users to the profile by clicking Change

    Add users to profile

  2. Select users from the available list

    Select users

  3. Choose all required users and click Add

    Add selected users

Configure Channel Provider Assignment

  1. Select MiraBridge Phone as the channel provider [9]

  2. Click Save & Close to apply changes [8]

    Configure channel provider

Step 3: Verify Installation

After completing the configuration, MiraBridge Phone will appear on the left side of your Dynamics 365 application:

MiraBridge Phone in Dynamics 365

Testing the Integration

  1. Login Test: Have a test user log into Dynamics 365 and verify the MiraBridge Phone panel appears
  2. Authentication: Click on the MiraBridge Phone panel and ensure Genesys login works
  3. Functionality: Test basic telephony features to confirm everything works as expected

Troubleshooting Common Issues

Widget Doesn’t Appear

  • Verify the user is assigned to the correct Experience Profile
  • Check that the channel provider is activated
  • Ensure the Channel URL is correctly formatted

Authentication Issues

  • Verify the clientId matches your Genesys OAuth configuration
  • Check that the region parameter matches your Genesys Cloud region
  • Ensure popup blockers are disabled

Need Help?

If you encounter issues during setup, see our Troubleshooting Guide or contact MiraBridge support.