Views:

What’s happening?

When integrating a custom telephony bar using Dynamics 365 Channel Integration Framework (CIF) version 2.0, the telephony bar iframe is present in the DOM but does not appear on the right side of the Customer Service Workspace app interface, unlike the behavior observed in CIF version 1.0.

Reason:

This behavior is by design. Dynamics 365 Channel Integration Framework (CIF) version 2.0 differs from version 1.0 in terms of the placement of the telephony bar. In CIF v2.0, the telephony bar is designed to appear on the left side of the Customer Service Workspace app, not on the right side as it did in version 1.0.

Resolution:

The placement of the telephony bar on the right side of the Customer Service Workspace app is not supported in CIF version 2.0 by design. To achieve a similar user experience as in CIF version 1.0, an alternative solution is available:

  • Create a productivity panel within the Customer Service Workspace app.
  • Add a custom control to this productivity panel to display the telephony bar.

Additionally, ensure the following steps are correctly implemented:

  • Verify that the communication widget is correctly initialized. Use the appropriate method in your provider code at the end of the initialization section to make the communication panel visible.
  • If your organization uses multiple channel providers, create a default session to show the dialer experience in the widget. Use the createSession method to create a session with relevant application tabs and load them together with the widget.

Refer to the following Microsoft documentation for detailed guidance: - Choose between Dynamics 365 Channel Integration Framework versions 1.0 and 2.0 - Configure support for single and multiple channel providers with Dynamics 365 Channel Integration Framework 2.0

Alternatively, an alternative solution was identified by creating a productivity panel and adding a custom control to achieve the desired placement.