Hi,
We are struggling to embed Skype for Business (Win32-desktop application) with USD (Unified Service Desk). On click event of a USD ribbon button we are supposed to open a new tab of Skype for Business (Skypebot) inside USD. And display CRM data which is related to the specific user.(e.g.On USD dashboard we want ticket of specific user who has initiated chat with skypebot)
Kindly provide suggestion and steps for USD configuration.
Thank you.
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Hi. How are things? I agree with Srikanth, Skype forums would be best place to start your investigation.
Hi
First thing I would like to check is, How do we use/build the/a CTI control which can listen for SKYPE Chat conversations. Ideally it should be the work of CTI controls (at least that's what MS mentions -
Also, with the computer telephony integration (CTI) framework of UII, organizations can build adapters to connect Unified Service Desk with their existing CTI infrastructure to support customer communication in agent desktops over various channels such as chat, email, or telephone.
I strongly believe that it is possible to create adapter, because some one some where in the world already built one - https://community.skype.com/t5/Using-Skype-in-your-business/Integrate-Skype-for-Business-with-ITSM/td-p/4418933
The best place for your investigation is getting into Skype forum and refer different material available. I will post some over here if I found any thing interesting.
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