Omnichannel Softphone integration - Create conversation or how to track channel

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Posted on by Community Member Microsoft Employee

Hi,

I am trying to integrate a custom softphone with Omnichannel

I configured CIF v2 provider, session template in omnichannel. When the call comes I create the session using method from JavaScript API (Microsoft.CIFramework.createSession) and open relevant contact (configured tab in the session template)

It works ok but no conversation created and therefore it is not tracked as a built-in channel like chat for example. I want my custom channel items to be shown on the agent's dashboard as well and it would be nice to use the same out of the box Customer summary as for chat (based on a conversation).

Is there a way how to properly create a conversation via JavaScript API for the custom channel and link it to the launched session?

Thanks in advance

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imtiazpk82 40 on at

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RE: Omnichannel Softphone integration - Create conversation or how to track channel

Hi,

You can try following I created a session from the code and it start working.

community.dynamics.com/.../1195078

Regards,

IK
Stuw 5 on at

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RE: Omnichannel Softphone integration - Create conversation or how to track channel

Hi Anton, did you get a resolution to this ?

I am stuck with a similar challenge of having to create a telephony custom Widget for Omnichannel Service.
LeoAlt 16,329 on at

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RE: Omnichannel Softphone integration - Create conversation or how to track channel

Hi partner,

Sorry that I don't know Omnichannel very well, you could refer to the following links.

docs.microsoft.com/.../faqs

docs.microsoft.com/.../omnichannel-developer

docs.microsoft.com/.../session-templates

Regards,

Leo