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Compatibility Guide for MS CRM Web-CTI Connector

Owned by Former user (Deleted)
Last updated: Oct 08, 2021
1 min read

Agent Interfaces 

  1. Web

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

Compatibility Matrix 

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

MS CRM Version     CRM 365 Online (9.x)CRM 365 On-premise (9.x)CRM 2016 (8.x)CRM 2015 (7.x)
Connector Web-CTI Web-CTIWeb-CTIWeb-CTI
Classic UI(error)(error)(tick)(tick) 
UCI(tick)(tick)(error)(error)
CIF(tick)(error)(error)(error)
Custom JS(question)(question)(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
(question)Maybe developed on-demand
(error)Not Supported
(tick)Supported

Note

MS CRM Web-Connector is not yet integrated with Hybrid Chat, however, the technical feasibility is available, We can schedule this development on-demand