web
You’re offline. This is a read only version of the page.
close
Skip to main content
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Omnichannel Softphone ...
Service | Customer Service, Contact Center, Fie...
Unanswered

Omnichannel Softphone integration - Create conversation or how to track channel

(0) ShareShare
ReportReport
Posted on by Community Member

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

I have the same question (0)
  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at
    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

  • Stuw Profile Picture
    Stuw 5 on at
    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.

  • imtiazpk82 Profile Picture
    imtiazpk82 40 on at
    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

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 60 Super User 2025 Season 2

#2
Siv Sagar Profile Picture

Siv Sagar 52 Super User 2025 Season 2

#3
Daniyal Khaleel Profile Picture

Daniyal Khaleel 36 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans