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Agent Interfaces 

  1. Unified Service Desk (Desktop)

Integration Approaches



Classic UIUse the Classic UI to develop a UI application inside Dynamics CRM. The default UI below version 9.0. 
Unified Client Interface (UCI)
  1. Introduced in version 9.0 (Dynamics 365) 
  2. Backward compatibility is available using the Dynamics 365-custom app. This app supports classic UI but it'll be discontinued by Q1 2020. 
Channel Integration Framework (CIF)Available only for Dynamics 365 online, a Javascript toolbar maybe embedded via this interface.



Hybrid Chat Agent

The agent app may be embedded through any of the supported integration approaches. 


CRM 365 Online

CRM 365 On-premise (9.x)

CRM 2016 (8.x)

CRM 2015 (7.x)


USDUSDUSDUSD
Classic UI(tick) (tick) (tick) (tick) 
UCI

(tick) 

(tick) (error)(error)
CIF(error)(error)(error)(error)
Custom JS(error)(error)(error)(error)

Contact Center 

CC 

Details 

Version

Cisco Contact CenterSupported  (tick)

UCCE 11.6.

UCCX 11.6

Cisco CUCM (question) Can be developed on Demand
Freeswitch / FusionPBX(error) Currently not supported, but in Product Road map

...

  1. With 365 Online, Classic UI may be used to embed HC Agent as Custom-JS embedding. 

Installation Package 


The package contains:

  1. Expertflow Package Deployer - The Package Deployer can be installed on CRM 2015,2016, Dynamics 365 9.x (on-Premise). 
  2. Expertflow USD Connector - the client application that's installed in Microsoft Unified Service Desk and provides the agent state controls, call controls as well as supervisor features.


Unified Client Interface (UCI)

The agent will always be logged in to the Dynamics 365-custom app by default. The agent will not be prompted for any other app even if the agent is privileged to do so.

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