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- Unified Service Desk (Desktop)
- Web
Integration Approaches
| Classic UI | Use the Classic UI to develop a UI application inside Dynamics CRM. The default UI below version 9.0. |
|---|---|
| Unified Client Interface (UCI) |
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| Channel Integration Framework (CIF) | Available only for Dynamics 365 online, a Javascript toolbar maybe embedded via this interface. |
| Custom Javascript Embedding | For MS CRM that supports classic UI, the Javascript Toolbar is embedded using the Custom Javascript embedding approach. |
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) | |||||
|---|---|---|---|---|---|---|---|---|
| USDWeb | USDWeb | USDWeb | USD | |||||
| Classic UI |   |  | | | | | | |
| UCI |
| | | | | |  | |
| CIF | | | | | | | | |
| Custom JS |  | | | | | | | |
Contact
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Center
| CC | Details | Version |
|---|
| Cisco Contact Center | Supported |
| UCCE 11.6. UCCX 11.6 |
| Cisco CUCM |
 Can be developed on Demand | |
| Freeswitch / FusionPBX |
| Currently not supported, but in Product Road map |
| Maybe developed on-demand |
| Not Supported |
| Supported |
- With 365 Online, Classic UI may be used to embed HC Agent as Custom-JS embedding.
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- Expertflow Package Ddployer - The Package Deployer can be installed on CRM 2015,2016, Dynamics 365 9.x (on-Premise).
- Expertflow USD Connector - the client application that's installed in Microsoft Unified Service Desk and enabled agent and call controls for the agent.
| Info |
|---|
To install MS USD CTI Connector refer to this page MS USD CTI Connector Installation Guide. |
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.
To make UCI compatibilitycompatible, Expertflow Package Deployer configurations will be modified.
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