Genesys Cloud
Deprecation: Microsoft Dynamics CRM data dip connector

The Microsoft Dynamics CRM data dip connector integrates your interactive voice response (IVR) system with your customer relationship management (CRM) database. The connector retrieves information about accounts, cases, or contacts from your CRM, which you can then use to make routing decisions within your call flows in Architect. 

On October 25, 2017, Genesys will do the following actions:

• No longer support new Microsoft Dynamics CRM data dip connector installations.
• Remove the Microsoft Dynamics CRM data dip connector documentation from the Resource Center.

On April 30, 2018, Genesys will do the following actions:

• No longer support existing Microsoft Dynamics CRM data dip connector configurations.
• Remove the feature from Genesys Cloud.

FAQs

What does this mean? 

Between the announcement date and the feature removal date, Genesys will do the following actions:

• No longer address bugs or minor issues specific to the Microsoft Dynamics CRM data dip connector.
• Make a best effort to resolve any major breakage to functionality common to other Genesys Cloud data dip connectors, but not specific to the Microsoft Dynamics CRM data dip connector. 

Am I affected?

If your organization uses the Microsoft Dynamics CRM data dip connector and interaction flows in Architect that use bridge actions, then you are affected. 

How can I prepare for the feature removal?

Install the Microsoft Dynamics 365 data actions integration and migrate your interaction flows in Architect from bridge actions to data actions. For more information, see About the Microsoft Dynamics 365 data actions integration.

What if I need help or have questions?

Contact My Support.