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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Embed CTI HTML/Javascr...
Service | Customer Service, Contact Center, Fie...
Suggested answer

Embed CTI HTML/Javascript inside Customer Service pages

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Posted on by utmishra 5

Hi,

I am planning to embed a CTI which loads via HTML/Javascript in an iframe and floats on the left/right side of the page. I can see that there are options like creating Web Resources inside Solutions. I have already uploaded the code as a web resource.

How can I make it load on all pages inside Customer Service pages? Note that it may need access to the Contact entity and Web API as well.

Additionally, can we control the "Click to Call" action to use this third party CTI, instead of using the tel: deep link?

  • Daniel Bergsten Profile Picture
    Daniel Bergsten 110 on at
    RE: Embed CTI HTML/Javascript inside Customer Service pages

    Did you resolve this issue? Facing similar problem with Widget that won't appear i UI.

  • Suggested answer
    utmishra Profile Picture
    utmishra 5 on at
    RE: Embed CTI HTML/Javascript inside Customer Service pages

    Hi!

    Thanks for the reply. I found another way to get this done, which is more suitable for my use case, i.e., Channel Integration Framework (v2)

    I am using Channel Integration Framework. However, I am still facing an issue. I have added my widget URL and checking the Network tab, I see that it loads perfectly, however, the iframe always stays in hidden mode inside the Side panel. The side-panel itself is always hidden.

    Please tell me how to enable it.

    Thanks!

  • LeoAlt Profile Picture
    LeoAlt 16,331 on at
    RE: Embed CTI HTML/Javascript inside Customer Service pages

    Hi Partner,

    1.If you want to load the web resource JS on the form, you should add it into form onload event.

    https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/clientapi/events-forms-grids

    But it may be tricky that you need to add this JS recourse in each form you need to use.

    2.If you want to call web api in D365, here are some samples.

    https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/webapi/web-api-functions-actions-sample-client-side-javascript

    3.If the CTI JS code contains the function of "Click to Call", it will be available.

    Hope it helps.

    Best Regards,

    Leo

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