Configure the Call Center Channel for Dynamics 365

Description: The following procedure will walk you through how to configure the Call Center Channel for D365. 

• Set up a Worker for Call Center
• Configure the Store’s Time Zone
• Add Payment Method
• Set up Card Types
• Set Up Card Numbers (Card Ranges)

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Note: Payment methods must be set for each channel using the payment connector. For the Call center, this can be accomplished via the All Call Centers form. This may have already been done previously when creating a new store but should be verified before proceeding with the setup process.

The additional configuration will be needed for the workers to access the channel and set up the local time zone for the store where orders are being processed for. The following steps will walk you through this process.

Set up a Worker for Call Center

To use the Shift4 connector with a call center, the worker must first be added to the channel from the All Call Centers form. After the worker has been added to the desired channel, new sales orders generated by this user will default to that channel, enabling the integration of the SREDKey with the out-of-box order process. 

1. Navigate to Modules > Retail and Commerce > Channels > Call centers > All call centers.
   
2. Select the desired Call center.
   
3. From the Channel tab, under Users, select Channel users.
   
4. Select New.
5. Add the user for call channel using the same User ID that was assigned from Modules > System administration > Users > Users.
   
6. Once done, select Save.

Configure the Store’s Time Zone

Transactions done with the Shift4 Payment connector will always default to the time of the Cloud-hosted server, which can differ from the store’s time zone. The Store time zone can be configured from All call centers using the following steps:

1. Navigate to Modules > Retail and Commerce > Channels > Call centers > All call centers. 
2. Select the desired call center from the form. Once you do, you will see a time zone setting in the General section. If you do, change this to your desired time zone.
   
3. If you do not see the time zone form in the General section, right-click anywhere in General and select Personalize: General.
   
4. Select + Add a field and add the store time zone.
   
5. Change the time zone settings from here, then save.
   
   

Add Payment Methods

From the All Call Centers form, the user should add all payments to be used in the call center to that specific channel and for any other channels that they will be using.

1. Navigate to Modules > Retail and Commerce > Channels > Call centers > All call centers. 
2. Select the desired call center from the form.
3. Select the Set up tab, and then select Payment Methods.
4. Locate the Cards payment method, and select it.
   • If one doesn’t exist, Select New.
5. Add payment operation for Cards.
6. In the Posting section, under ACCOUNT, make sure that an appropriate Account type and Account number are selected. In the image below, we are using ‘Ledger account’ as the account type and their respective ‘Deposit’ account numbers.
   
7. Repeat these steps for all desired payment methods and their respective ledger account numbers.

Set up Card Types

1. Navigate to Retail and Commerce > Channel setup > Payment methods > Card types.
   
2. Ensure that the following Card types are present.

   ID Name for mapping	Electronic payment name
   AMEXPRESS	American Express
   DISCOVER	Discover card
   GIFTCARD	Gift card (Internal Dynamics 365 Gift Cards, separate from UTG-processed Gift cards)
   MASTER	Mastercard
   VISA	Visa card

Set Up Card Numbers (Card Ranges)

1. Navigate to Retail and Commerce > Channel setup > Payment methods > Card numbers.
   
2. Select New.
3. Under Card ID enter the ‘EXTGC’ card type you created previously.
   
   • Card number from: Enter the lowest value for the first four digits of the Gift cards that will be used.
   • Card number to: Enter the highest value for the first four digits of the Gift cards that will be used.
   • Digits to identify: Enter 4.
4. Once done, select the Save icon and run a Distribution Schedule task to push the parameter changes to the POS Software module (if using Store Commerce). If you still have other changes, leave this step for last.