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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Outbond call from unif...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Outbond call from unified service desk

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Posted on by xcode17 462

Hi Everyone,

at this time, I'm implement Unified Service Desk and have a problem to call contact directly from Unified Service Desk.

for the call in, there is no problem as integrated with telephony system, but, how about for call out, means, USD will call telephony system and call the contact number directly from USD?

I tried to search, but, mostly, is about how to generate record into phone call activity. this is not like what I want.

in my imagination, in Contact entity, there is field called "Phonenumber", and there is a button to call the number directly from USD.

can you help me for this solution?

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  • Suggested answer
    thonda Profile Picture
    thonda Microsoft Employee on at

    Hi Denis Arifin,

    All the data of the CRM form(record) shall get captured in to dataparameters , all these values are accessible via replacement parameter, including the phone number you have mentioned.

    You shall need to implement these 3 steps to achieve full blown CTI integration.

    docs.microsoft.com/.../build-custom-cti-adapter-unified-service-desk

    1. docs.microsoft.com/.../create-cti-connector

    2. docs.microsoft.com/.../create-cti-desktop-manager

    3. docs.microsoft.com/.../create-cti-control

    Assuming that you would create CTI Control as described in 3rd step to implement ICtiAgentStateControl and IDesktopUserActionsConsumer while building UI controls "Agent state management control" and "Call control" i.e. required buttons to make, answer, hold, transfer and disconnect calls.

    I recommend to build this project as "USD Custom Hosted Control Project" which derives from the class DynamicBaseHostedControl.

    you should able to access the phonenumber in your Dial button handler

    var phoneNumber =Utility.GetContextReplacedString("[[$Contact.telephone1]]", CurrentContext, localSession);

    Subsequently you can trigger your telephony subsystems like cisco, avaya etc using the number fetched from data parameters of hostedcontrol.

    CTI integration requires fair amount time and expertise to implement it, You may want to consider 3rd party vendors in this space who provide CTI solutions to USD.

    Regards,

    Praveen T

    D365 Customization Support

    Microsoft Corporation

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