Agent Interfaces
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MS CRM Web Page
Integration Approaches
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Classic UI |
Use the Classic UI to develop a UI application inside Dynamics CRM. The default UI below version 9.0. |
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Unified Client Interface (UCI) |
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Channel Integration Framework (CIF 1.0) |
Available only for Dynamics 365 online, a Javascript toolbar maybe embedded via this interface. |
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Channel Integration Framework (CIF 2.0) |
Available only for multi session channel service in Dynamics 365 Online (e.g. Customer service workspace , Omnichannel for Customer service). |
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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.
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MS CRM Version |
CRM 365 Online (9.x) |
CRM 365 On-premise (9.x) |
CRM 2016 (8.x) |
CRM Dynamics 365 On-premise (8.2) |
CRM 2015 (7.x) |
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Connector |
Web-CTI |
Web-CTI |
Web-CTI |
Web-CTI |
Web-CTI |
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Classic UI |
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UCI |
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CIF 1.0 |
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Custom JS |
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CIF 2.0 |
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Supported Cisco Contact Center Versions
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UCCE |
UCCX |
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12.5 |
12.5.1 |
INFO
Technically starting from Cisco 11.0 till 12.6 all versions should work, However on the above version we have specifically run the Test Cycle. We can also run a smoke test cycle for any other version if required.
Compatibility Matrix
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Browser Compatibility |
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Browser |
Version(s) |
Compatibility |
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Firefox |
129.0.2 (32-bit) On-premise solution
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Compatible |
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Google Chrome |
128.0.6613.85 (Official Build) (64-bit) |
Compatible |
Recommended Browser: Google Chrome
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Microsoft Dynamics 365 CRM Compatibility |
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MS CRM 365 |
Tested Version |
Compatibility |
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ONLINE |
9.2.24074.00216 |
Compatible |
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ON-PREMISE |
9.1.0001.0914 |
Compatible |
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Maybe developed on-demand |
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Not Supported |
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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