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Compatibility Guide

Agent Interfaces 

  1. MS CRM Web Page

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)

  1. Introduced in version 9.0 (Dynamics 365) 

  2. 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 Dynamics 365 On-premise (8.2)

CRM 2015 (7.x)

Connector 

Web-CTI 

Web-CTI

Web-CTI

Web-CTI

Web-CTI

Classic UI

(error)

(tick)

(error)

(question)

(error)

UCI

(tick)

(tick)

(error)

(error)

(error)

CIF 1.0

(tick)

(error)

(error)

(error)

(error)

Custom JS

(question)

(question)

(question)

(question)

(error)

CIF 2.0

(tick)

(error)

(error)

(error)

(error)

Supported Cisco Contact Center Versions

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

Browser Compatibility

Browser

Version(s)

Compatibility

Firefox

129.0.2 (32-bit) ON-PREMISE SOLUTION
124.0 (64-bit) ONLINE SOLUTION

COMPATIBLE

Google Chrome

128.0.6613.85 (Official Build) (64-bit)

COMPATIBLE

Recommended Browser: Google Chrome 

Microsoft Dynamics 365 CRM Compatibility

MS CRM 365

Tested Version

Compatibility

ONLINE

9.2.24074.00216

COMPATIBLE

ON-PREMISE

9.1.0001.0914

COMPATIBLE

(question)

Maybe developed on-demand

(error)

Not Supported

(tick)

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


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