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  1. Unified Service Desk (Desktop)
  2. Web

Integration Approaches

For MS CRM that supports classic UI, the Javascript Toolbar is embedded using the Custom Javascript embedding approach


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.Custom Javascript Embedding.



Hybrid Chat Agent

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

(error)(error)(error)

CRM 365 OnlineCRM 365 On-premise (9.x)CRM 2016 (8.x)CRM 2015 (7.x)

USDWebUSDWebUSDWebUSD
Classic UI(tick) (tick) (tick) (error)(tick) 
UCI

(tick) 

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

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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.

To make UCI compatibilitycompatible, Expertflow Package Deployer configurations will be modified. 

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