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Dynamics 365 general forum

Advise needed on the omni-channel framework

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Posted on by David Cabaniuk

Hi Dynamics People!

I'm hoping someone here can people me with further info. We at TxtSync provide an SMS product for Dynamics CRM and have come across the omni-channel framework being mentioned a few times. As an SMS provider we would obviously love to be part of it and, reading the online docs it indicates that it is possible for our services to be hooked in. However, I can't find any documentation on how we actually go about becoming an available provider to omni-channel SMS. 

Can anyone here point me in the right direction please?

Muchly appreciated 

David Cabaniuk

Categories:
Other Functionality
Customization / Solutions / SDK and API
  • Suggested answer
    eykalman Profile Picture
    eykalman 1,106 Most Valuable Professional on at
    RE: Advise needed on the omni-channel framework

    Hi David.

    You'll need to ensure that your product is compatible with Channel Integration Framework 2.0 (see docs.microsoft.com/.../channel-integration-framework-v2 for more information).

    At the moment Microsoft has 2 SMS partners that are enabled out of the box, but it's now possible to create a custom channel to interact with.

    Regards

  • MSTGuy Profile Picture
    MSTGuy 310 on at
    RE: Advise needed on the omni-channel framework

    This guide would help you: docs.microsoft.com/.../omnichannel-customer-service-guide

    Excerpt from the document:

    Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service.

  • Suggested answer
    Ali .NET Profile Picture
    Ali .NET on at
    RE: Advise needed on the omni-channel framework

    Hi David,

    I am not sure but the custom channel integration feature that Dynamics team has added lately should work for you. It's still in preview. More info - Preview: Configure a custom messaging channel

    See also Dynamics 365 Channel Integration Framework guide.

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