00 · Header

T8 · Flows, integrations, and the current product

CRM Integrations

Salesforce, Dynamics 365, and ServiceNow each get a Version 2 connector that launches the Webex Contact Center desktop inside that CRM. The three articles share the chat-and-email exclusion, the dial-plan DN gap, and the tenant-timeout gap. They do not share a browser list, a CIF version, or a campaign-field pair.

Expand all sections

01 · Executive summary

Five lines, then why it matters

• Each connector launches Desktop inside the CRM. You do not create a new Webex App for the install. [cite:1] [cite:2] [cite:3]
• Chat and email stay on Connect and the digital desktop. The connector articles say those channels are unsupported here, for every CRM that uses these connectors. [cite:1]
• Salesforce screen pop is for inbound calls. Internal and outbound calls search and show data in the connector, and no screen pops. [cite:1]
• A Dynamics screen pop of a CRM record needs a relative URL. If recordType and crmId are both present, the defined URL is ignored. [cite:2]
• Campaign modes named on these pages are Predictive and Progressive. Salesforce’s required business field is CAMPAIGN_CRM_ID. Dynamics and ServiceNow also require CAMPAIGN_CRM_TABLE. [cite:1] [cite:2] [cite:3]

02 · Map

Three consoles, one exclusion

03 · Core concepts

Rules that change the drawing

04 · Ecosystem

Ecosystem and sister technologies

Glossary

CRM connector

The Version 2 package that launches Desktop inside Salesforce, Dynamics 365, or ServiceNow. [cite:1]

Lightning

The Salesforce UI these articles support. Classic mode is not supported. [cite:1]

CIF

Channel Integration Framework. Version 1 for a single-session Dynamics app. Version 2 for a multi-session app. [cite:2]

Channel URL

The Dynamics article’s provider URL on wxcc-crmconnectors.ciscoccservice.com, with a base query for the Dynamics host. [cite:2]

Openframe

The ServiceNow plugin and configuration that hosts the gadget. The article’s minimum example is width 300, height 500, and URL x_caci_crm_wxcc_gadget.do. [cite:3]

webRtcDomain

The Desktop-mode domain for the tenant’s region. Salesforce and ServiceNow list a Singapore value. The Dynamics customize table does not. [cite:1] [cite:2] [cite:3]

CAMPAIGN_CRM_ID

The campaign identifier all three articles require. Salesforce stops there. Dynamics and ServiceNow also require CAMPAIGN_CRM_TABLE. [cite:1] [cite:2]

Desktop Profile timeout

The timeout that can log the connector out. The tenant inactivity timeout does not. [cite:1]

Mind map

mindmap
  root((CRM connectors))
    Salesforce
      Lightning
      Firefox Chrome
    Dynamics
      CIF 1 and 2
      Edge Chrome
    ServiceNow
      Openframe
      Modern workspace
    Shared
      No chat or email
      Profile timeout

Sister-technology matrix

Integration edges

Cross-platform bridges

Future hooks

Canon planning, not a Cisco roadmap: when a connector article adds chat, replace the exclusion sentence with the click-path that article then prints. The Salesforce WebRTC section says device selection is coming in the next release. Until that sentence changes, keep the current limitation. [cite:1]

Sister-system trouble

05 · Flow

Order of operations

1. Confirm the CRM edition and UI before you download a package. Salesforce must be Lightning and one of Development, Enterprise, or Ultimate. Dynamics must be online. ServiceNow must be the modern workspace. [cite:1] [cite:2] [cite:3]
2. Install the framework that console requires. Dynamics needs Channel Integration Framework first. ServiceNow needs the Openframe plugin. Salesforce imports the call-center XML after the package. [cite:1] [cite:2] [cite:3]
3. Set the region. The shared names are us1, ca1, eu1, eu2, anz1, jp1, and sg1. Put that value in the call center, the channel custom parameter, or the Openframe key the article shows. [cite:1] [cite:2] [cite:3]
4. Give the agent the role or call-center membership the article names, then confirm the phone icon. Salesforce hides the phone until call-center settings are saved and users are added. [cite:1]
5. Allow Desktop on the desktop profile and set webRtcDomain for that tenant before you test WebRTC. Use the browser list for that CRM. [cite:1] [cite:2]
6. Place a test call through the connector and confirm sign-in and call handling. The articles’ verification step is that test, not a chat transcript. [cite:1] [cite:3]

06 · Config

Clicks the articles print

• Salesforce package: Install for Admins Only. Sandbox uses the sandbox login URL, then you install again in production with Install in Production. [cite:1]
• Softphone layout: Feature Settings, Service, Call Center, Softphone Layouts. Check Is Default Layout. Choose the objects that trigger lookup and screen pop. [cite:1]
• Call center file: download OpenCTI.callCenter-meta.xml from the webex-contact-center-crm-connectors repository the article links. Import under Setup, Call Center, Call Centers. Set WxCC Region and save. [cite:1]
• Salesforce compatibility mode defaults to Lightning. The table says not to change it. Softphone defaults are height 550 and width 400, and the table allows any height and any width. [cite:1]
• Subject template placeholders that are replaced are {direction} and {activityDatetime}. CAD variables are not supported in that template. Object field mappings allow a single CAD variable per field. Combinations and fixed text mixed into one value are not supported. [cite:1]
• Dynamics CIF 2: Customer Service admin center, Workspaces, Agent experience profiles. Name Webex Contact Center. Unique name wxcc_appprofile. Channel provider unique name wxcc_channelProvider_Dynamics. Enable outbound Yes. Channel order 1. API version 2. [cite:2]
• Dynamics desktop URLs: desktop.wxcc-us1.cisco.com, desktop.wxcc-eu1.cisco.com, desktop.wxcc-eu2.cisco.com, desktop.wxcc-anz1.cisco.com, desktop.wxcc-jp1.cisco.com, and desktop.wxcc-sg1.cisco.com with the trailing slash the article prints on Singapore. Add *.dynamics.com to the content-security allow list. [cite:2]
• ServiceNow developer path: All, System Definition, Plugins, install Openframe. Import updateSet.xml, preview, commit. Assign x_caci_crm_wxcc.CC Agent, sn_openframe_user, and interaction_agent. [cite:3]
• ServiceNow enterprise path: install Cisco Webex Contact Center from store.servicenow.com. The article also names a legacy package on that store. Update sets stay on developer instances. [cite:3]
• ServiceNow WebRTC also needs the property sn_openframe.cross.origin.access set to microphone *;autoplay;speaker-selection. [cite:3]
• DN options in Control Hub, Desktop Profiles, Voice Channel Options: Unrestricted, Provisioned DN, or Validate using Dial Plans. The gadget does not enforce the dial-plan option. [cite:1]
• Agent-state sync with the Webex App is enabled in desktop tenant settings or in the desktop profile collaboration settings. Agents already signed in refresh the browser to apply it. [cite:1]

07 · Limits

Numbers and exclusions the articles print

08 · Trouble

What the connector usually broke

09 · Self-question ladder

10 · Lab

Three columns, then one test call

• Prereq: a lab CRM you are allowed to change. Production call centers are out of scope.
• Write the edition and UI for the console in front of you. Stop if it is Classic, Group, Professional, on-premises Dynamics, or the legacy ServiceNow workspace on Xanadu.
• Write the browser you will use. Match it to that CRM’s list before you enable WebRTC.
• Find the region value and the connector host. Salesforce’s default adapter URL and Dynamics’ channel URL are both on wxcc-crmconnectors.ciscoccservice.com.
• In Control Hub, read Voice Channel Options. If it says Validate using Dial Plans, write “no effect in the gadget” beside it.
• Find Desktop Profile Desktop Timeout and the tenant inactivity timeout. Mark which one the article says the connector ignores.
• Sign in as a test agent through the connector and place a test call. Confirm sign-in and call handling. Do not use a real customer number.
• Break it: open a second Salesforce tab and try to answer a WebRTC call from the inactive tab. Recovery: answer from the active tab.
• Reflection: which field would you have copied from Dynamics onto a Salesforce campaign, and which article stops you?

11 · Quiz

Ten checks

12 · Audio

13 · Interview

“The Version 2 connectors launch the contact-center desktop inside Salesforce, Dynamics 365, or ServiceNow. I do not create a new Webex App for that install. Chat and email are unsupported on these connectors, and the Salesforce article applies that sentence to every CRM that uses them. Salesforce is Lightning only, on Development, Enterprise, and Ultimate. Its WebRTC browsers are Firefox and Chrome, Edge is not supported, and a WebRTC call is answered from the active tab. Dynamics uses CIF 1 for a single-session app and CIF 2 for a multi-session app. On-premises Dynamics is not supported. Its WebRTC browsers are Edge and Chrome. ServiceNow uses Openframe on the modern Agent Workspace, and the legacy workspace is unsupported starting with Xanadu. Predictive and Progressive are the campaign modes these pages name. Salesforce’s required field is CAMPAIGN_CRM_ID. Dynamics and ServiceNow also require CAMPAIGN_CRM_TABLE. The gadget ignores Validate using Dial Plans, and the tenant Desktop Inactivity Timeout does not log it out. This connector is not Microsoft’s product Dynamics 365 Contact Center.”

14 · Citations

Retrieved 2026-10-14. Mirrors cites/T8-R04.md.

1. Integrate Webex Contact Center with Salesforce (Version 2-New) — help.webex — article dyidod — help.webex.com article dyidod — retrieved 2026-10-14. Header date was not in the extract. The page’s release line is May 05, 2026. Lightning only. Development, Enterprise, and Ultimate. Chat and email unsupported on these connectors. WebRTC on Firefox and Chrome. Edge unsupported. Active-tab answer. Dial-plan DN validation has no effect in the gadget. Tenant inactivity timeout does not log the connector out. Campaign field CAMPAIGN_CRM_ID. Predictive and Progressive only.
2. Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365 (Version 2-New) — help.webex — article n1lsqvu — help.webex.com article n1lsqvu — retrieved 2026-10-14. Header September 15, 2026. CIF 1 single-session. CIF 2 multi-session. On-premises Dynamics unsupported. Channel host wxcc-crmconnectors.ciscoccservice.com. WebRTC on Edge and Chrome. Desktop URLs for us1, eu1, eu2, anz1, jp1, and sg1. CAMPAIGN_CRM_ID and CAMPAIGN_CRM_TABLE.
3. Integrate Webex Contact Center with ServiceNow (Version 2-New) — help.webex — article ny83tx0 — help.webex.com article ny83tx0 — retrieved 2026-10-14. Header date was not in the extract. The page’s release line is May 05, 2026. Modern Agent Workspace. Legacy workspace unsupported starting with Xanadu. Openframe. WebRTC on Firefox and Chrome. Edge unsupported. CAMPAIGN_CRM_ID and CAMPAIGN_CRM_TABLE.

15 · Re-engineer later

• Confirm the dyidod and ny83tx0 header dates. The extracts used on 2026-10-14 did not include them. Both pages carry a release line of May 05, 2026.
• The Dynamics region list includes sg1. The Dynamics webRtcDomain list on that page does not include a Singapore domain. Salesforce and ServiceNow do. Keep those tables apart.
• Salesforce’s WebRTC section says device selection is coming in the next release, and a later limitation says speaker and microphone selection is not possible in Firefox. Quote both until the page picks one.
• When the articles stop excluding chat and email, replace that sentence with the click-path they print.
• Microsoft’s product Dynamics 365 Contact Center stays outside this room. Read Microsoft’s docs for that product.