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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / how to use Dynamics 36...
Microsoft Dynamics CRM (Archived)

how to use Dynamics 365 CRM online for agent screen pop (CTI integration)

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Posted on by Community Member

Hi,

We are trying to use Dynamics 365 CRM online for agent screen pop solution. We have our own CTI connector (Cisco finesse) developed on .js & .html

Scenario that i'm trying;

1.Agents (CSRs) logged in Dynamics 365 online and logged in the ACD (telephone) for accepting voice calls.

2. Customer calls into the Business number and call answered and some prompts played, etc...

3.Customer call transferred to Agent

4.At the time of Agent phone ringing - the CTI-connector will pass the customer number to query the Dynamics CRM online for screen pop.

5.Agent answered the call & customer and Agent both are talking, Agent able to view/modify in Dynamics 365 online.

To achieve this scenario, 

1.Created a New custom dashboard-1 and configured 3x3 layout (for e.g.) and in one IFrame layout configured the webresource to point the URL of "CTI-connector" which is running in our premise (accessible via public ip). the URL configured is valid and working URL from public ip.

When you run the custom dashboard-1, it unable to load the .html web page in IFrame layout.

Call Path:

[Telephone systems]-------[Virtual machine-with-public IP]--------[Dynamics 365 online]

Questions:

1. How i can load my CTI-connector login page inside IFrame in CRM dashboard?

2.How to call Dynamics 365 URL with customer number to search online and display the contents.?

3.I would like the IFrame (CTI-Connector) be static across all pages.How do to!

If there is any other way to acheive this please share.

Thanks & Regards

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I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hi, in the above content the public ip is not optional as the CTI connector can be run in on-premise virtual system.

    Thanks

  • Michal Abraham Profile Picture
    Michal Abraham 385 on at

    I would suggest to go for the Unified Service Desk solution which in part CRM/Dynamics 365 and is designed for your scenario.

  • Community Member Profile Picture
    Community Member on at

    Thank you, We want this to work with Dynamics 365 online. Heard about USD fits better for on-premise environments.

    For Dynamics 365 online - Can the CTI-connector screen be loaded in iFrame (i.e. CTI on left side and CRM on right side - both on the same window).

    Because most of the 3rd party vendor apps (as per their screen shots) are running as independent window running on the right-side bottom of the screen.

  • Community Member Profile Picture
    Community Member on at

    We had integrated with salesforce where the CTI - screen get displayed in the same CRM web page.loaded in iFrame. Is it something possible with Dynamics 365?

  • Community Member Profile Picture
    Community Member on at

    @AMW did you sort out this I want same with dynamics CRM like we can embedded in IFrame of salesforce and can we do that in dynamics. Please if you know please help me on this?

  • Community Member Profile Picture
    Community Member on at

    Option-1: You can customize it in Ribbon bar and show up in Button click. But the Dynamics Dashboard are customizable and user can create their own dashboard.Almost 70 to 80% of MS D CRM are customizable. So embedding in an iFrame may not fit for all cases. And remember the users have custom form developed on their own.

    Option-2: From the CTI web app, you can launch the MSDCRM in a new browser/tab.If MSDCRM has windows sign-on enabled, the CRM authentication will prompt only once and agent need not to re-enter again/for each call.

    There could be some other better ways to do it but we found this was much easier ie. let the CRM team customize for their own requirements without overlapping the CTI-integrations.

    we tested this with MSDCRM 2015/2016-online.Good luck.

  • Community Member Profile Picture
    Community Member on at

    In Option 1 you mean we can add call controls buttons on ribbon command does that is something similar HTML/JS combination for create buttons and this HTML and JS is our application hosted on any machine and when user click on button we know what to do like answer call etc. This does not require authentication as application runs in the context of dynamics? For CRM operations like read and write it will call Web API directly from JS?

    In Option2: How your application authenticate with CRM how your doing read and write directly from JS using Web API of dynamics?

  • Community Member Profile Picture
    Community Member on at

    Sorry forget to mention, you have to deploy the html/js in MSDCRM's webresource.

    The crm api deployed in webresource will take care of the session authentication.

    Haven't done call control buttons on ribbon command as our user had built their own forms and other customizations in place.We had been allowed to do this in short period.

  • Community Member Profile Picture
    Community Member on at

    If HTML/JS is deployed in MSDCRM then how it communicate with out contact center?

  • Community Member Profile Picture
    Community Member on at

    You should have your contact center CTI web application deployed in web server.

    Which contact center platform you are trying to integrate with? I assume you are using Cisco UCCX.

    This web app should be developed using Cisco Finesse or CTI APIs.

    When a call comes in to your contact center after handled by IVR, the customer call routes to an available agent.

    The agent logged in CTI web app by input their agent-id/password/extension.

    When the agent is in ready state, the call get routes to free agent phone. at the same time, the CTI server, notifies to the agent about the incoming call by ALERTING event/notification, here you have to fetch the caller-id / ANI and invoke the screen pop.

    So the .js files deployed in MSD CRM webresource is used for calling the Dynamics CRM APIs.

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