Compatibility Guide for MS CRM Web-CTI Connector

Agent Interfaces

Web

Integration Approaches

Classic UI	Use the Classic UI to develop a UI application inside Dynamics CRM. The default UI below version 9.0.
Unified Client Interface (UCI)	Introduced in version 9.0 (Dynamics 365) Backward compatibility is available using the Dynamics 365-custom app. This app supports classic UI but it'll be discontinued by Q1 2020.
Channel Integration Framework (CIF)	Available only for Dynamics 365 online, a Javascript toolbar maybe embedded via this interface.
Custom Javascript Embedding	For MS CRM that supports classic UI, the Javascript Toolbar is embedded using the Custom Javascript embedding approach.

Compatibility Matrix

The agent app may be embedded through any of the supported integration approaches.

MS CRM Version	CRM 365 Online (9.x)	CRM 365 On-premise (9.x)	CRM 2016 (8.x)	CRM 2015 (7.x)
Connector	Web-CTI	Web-CTI	Web-CTI	Web-CTI
Classic UI
UCI
CIF
Custom JS

Contact Center

CC

Details

Version

Cisco Contact Center

Supported

UCCE 11.6.

UCCX 11.6

Cisco CUCM

Can be developed on Demand

Freeswitch / FusionPBX

Currently not supported, but in Product Road map

	Maybe developed on-demand
	Not Supported
	Supported

Note

MS CRM Web-Connector is not yet integrated with Hybrid Chat, however, the technical feasibility is available, We can schedule this development on-demand