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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Telephony Integration ...
Microsoft Dynamics CRM (Archived)

Telephony Integration for Dynamics 365 Online

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Posted on by gman0104 821

Caould anybody recomend a Telephony app/ solution that is available which would support Cisco UCCX integration.? O should i be going down the Dynamics 365 Channel Integration Frameworkroute

Kind regards G

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  • Kokulan Profile Picture
    Kokulan 18,054 on at

    I know not all the features of CIF (Channel Integration Framework) are released yet, but I would say since CIF supports any channel provider, sticking to CIF will be beneficial in the long run as Microsoft is investing a lot in this.

    "Bring your own channel providers into Dynamics 365. The framework allows you to embed communication widgets in the Unified Interface apps, which can communicate with Dynamics 365 using a standard API set. The framework is inherently channel-agnostic, and can be used to integrate communication widgets catering to one or many of the different channels—for example, voice, chat, and email."

    https://docs.microsoft.com/en-us/business-applications-release-notes/october18/service/customer-service-omni-channel-release-notes/channel-integration-framework

  • gman0104 Profile Picture
    gman0104 821 on at

    Thanks for your input Kokulan

  • Suggested answer
    FLB3 Profile Picture
    FLB3 on at

    AMC Technology supports both Cisco UCCX & Dynamics 365 integration with the Channel integration framework/ Unified interface apps! You  should check us out I have added a link below to a recent webinar I was on that talks about this.

    www.uctoday.com/.../microsoft-dynamics-cif

    www.amctechnology.com/.../microsoft-dynamics

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