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Hi everyone,
My local telephone provider in Vietnam doesn't support connections to Azure Communication Services (ACS), which means I can't use the 1st party phone integration with ACS. Because of that I'm looking in integrating voice channels with Dynamics 365 using the Channel Integration Framework ver 2 (CIF) and CTI (maybe some CTI like 3cx).
I'm looking for advice on a few specific points:
CTI Integration: How can I integrate CIF with a third-party CTI system? What prerequisites should I be aware of before starting this integration?
Usage Scenarios: Can we be using the Customer Service Workspace for this ?. If can then will call transcripts, recordings are captured (in real time or not real time) and stored properly in D365 if use CIF and CTI ?
Dashboard Integration: Is it possible for CIF to push information so that it's displayed on the Omnichannel dashboard? If so, how is this typically configured?
If anyone has experience or insights on these topics, your guidance would be greatly appreciated!
Thank you!
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