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How to show sofpthone to customer service OMNI channel and customer service workspace

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Posted on by imtiaz.khadim

I have a sofpthone application and I show it using CIF(Channel Integration Framework) Version .0 in Customer Service hub but it is now showing in Customer service OMNI channel and also not showing in customer service hub.

Now sure How I can create CIF version 2.0 provider to show the sofpthone for OMNI channel. Any Help in this area will be helpful.

regards

IK.

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Venkatesh Nadar on at

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Hi,

You can follow the softphone integration using Dynamics 365 Channel Integration Framework 2.0 article - Softphone integration with Dynamics 365 Channel Integration Framework 2.0 | Microsoft Docs

Hope it helps!

Regards,

Venkatesh N

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imtiazpk82 40 on at

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Hi,

I am using a customer service trial. I tired that but OMNI channel for customer service and customer service workspace does not show my sofpthone. Any other pointers that can help please?

Regards

IK.

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Venkatesh Nadar on at

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Hi,

can you open support ticket for investigating on it.

Regards,

Venkatesh N

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imtiazpk82 40 on at

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Hi,

The article you have mentioned during channel provider configuration the "Select the Unified Interface Apps for the Channel" is not shown?

regards

IK

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Venkatesh Nadar on at

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Hi,

can you help me with the screenshot ?

Regards,

Venkatesh N

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imtiazpk82 40 on at

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Hi,

I have configured the channel provider using app profile manager as explained below.

In power apps I selected my 'Customer Service Trial' Environment and click the three dots on the right side of Omnichannel for customer service and click app profile manager.

When App profile manger opens, I created a new profile and under channel tab click on Add channel providers and click create new channel provider in Unified Interface.

The channel provider is open as shown in following image and I fill it with my sofpthone web application details.

No go back to the app profile that I created and select the above channel provider under channel tabs and All active channels is On and assign my user to this profile by clicking on Assign users.

Now my profile is shown in the app profiles all other profiles are shown lock not sure why it is?

Now I open OMNI channel for customer service and sofpthone is not showing on left nor on right.? the same behavior is with the customer service work space as well. Where sofpthone will be shown please help me on this?

Regards

IK

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Venkatesh Nadar on at

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Hi,

Are we configuring CIF2 with Omnichannel?, the dialer won't appear by default. This is the expected behavior of the product. You would need to create a default session to allow the agents to see the dialer.

Please find below the documentation. https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/known-issues#default-sessions-for-providers

Additionally, in Omnichannel app, CIF widget will be visible only inside sessions other than Home session. To show the dialer on load of the app, you should invoke “createSession” API at the end of your bootstrapping code, to create a new session that shows the dialer. Please find additional details in the documentation below: https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/v2/reference/microsoft-ciframework/createsession

Also, check we configured channels using app profile manager, which could explain what you have reported below. Please see below the documentation, points 6 and 7. https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/app-profile-manager#assign-templates-and-enable-productivity-pane-and-channels

Hope this helps!

Regards,

Venkatesh N.

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imtiazpk82 40 on at

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Hi,

In my previous comment you can see the channel integration framework version is 2.0. If I configured channel provider V1.0 out softphone application shown correctly in customer service hub only on right side. We have our own Softphone application that works in salesforce now we want that to be shown in dynamics for OMNI channel customer service or customer service workspace.

I will try to add the code to create session in my code and let you it is shown or not.

Many Thanks and Regards

IK

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imtiazpk82 40 on at

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Hi,

Yes after creating session in the code it start showing.

Thanks A lot.

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Venkatesh Nadar on at

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Hi,

Perfect, Please mark as verified if the answer is helpful.

Regards,

Venkatesh N

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