What’s happening?
Clarification on whether inactive Channel Integration Framework (CIF) allowing Connect agents to take calls without breaking any behavior is supported in Microsoft Dynamics 365.
Reason:
Inactive CIF is not expected to allow agents to take calls. If agents are still able to take calls with inactive CIF, this behavior is not supported and may be due to caching or screen refresh issues.
Resolution:
It is expected behavior that an inactive Channel Integration Framework (CIF) should not allow agents to take calls. If agents are still able to take calls despite CIF being inactive, perform the following steps:
- Delete the inactive CIF configuration to verify the behavior.
- If CIF functionality is required again in the future, it can be re-imported.
Note: If agents do not refresh their screens, they might still experience the previous behavior due to caching. Ensure agents refresh their screens to reflect the correct CIF status.