We are experiencing an intermittent issue with the Dynamics 365 Channel Integration Framework (CIF) 1.0 when integrating telephony solution.
Occasionally, the softphone iframe is not rendered at all in the DOM, even though it is expected to remain persistently displayed at all times as part of the CIF 1.0 integration. In those cases, it looks as if Dynamics simply does not load or initialize the CIF container.
Issue description
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The telephony integration normally loads correctly inside the CIF iframe.
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However, at unpredictable times, the iframe is completely missing from the page, meaning no CIF container is created by Dynamics.
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When this happens, our integration is obviously not loaded, but the root cause appears to be that Dynamics does not inject the CIF iframe.
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The issue is not reproducible on demand — it happens randomly during normal navigation.
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We have confirmed that this is not caused by our code, because the iframe itself is not present in the DOM at all.
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Most of the time the integration works as expected.
What we checked
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Verified HTML structure when the issue happens: no CIF iframe is present.
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Checked console logs: nothing indicating an error in our integration.
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Reloading the page usually restores the iframe.
Environment
Questions
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Is this a known issue with CIF 1.0 or the Dynamics UCI rendering engine?
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Are there any workarounds or recommended settings to ensure the CIF iframe is always loaded?
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Is this behavior related to any recent Dynamics updates?
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Is there a recommended migration path to mitigate this issue (e.g. CIF 2.0 or other framework adjustments)?
Additional material
We can provide:
Any assistance or guidance would be appreciated. This issue impacts our telephony integration reliability for our Dynamics 365 users.
Thank you.
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Because a picture can sometimes be more illustrative.
Generally, when everything works as expected:
When we observe the issue, the iframe that is supposed to contain our integration is missing from the DOM :
