Compatibility Guide
Agent Interfaces
- Unified Service Desk (Desktop)
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) |
|
| Channel Integration Framework (CIF) | Available only for Dynamics 365 online, a Javascript toolbar maybe embedded via this interface. |
Hybrid Chat Agent
The agent app may be embedded through any of the supported integration approaches.
CRM 365 Online | CRM 365 On-premise (9.x) | CRM 2016 (8.x) | CRM 2015 (7.x) | |
|---|---|---|---|---|
| USD | USD | USD | USD | |
| 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 |
- With 365 Online, Classic UI may be used to embed HC Agent as Custom-JS embedding.
Installation Package
The package contains:
- Expertflow Package Deployer - The Package Deployer can be installed on CRM 2015,2016, Dynamics 365 9.x (on-Premise).
- Expertflow USD Connector - the client application that's installed in Microsoft Unified Service Desk and provides the agent state controls, call controls as well as supervisor features.
Unified Client Interface (UCI)
The agent will always be logged in to the Dynamics 365-custom app by default. The agent will not be prompted for any other app even if the agent is privileged to do so.
To make UCI compatible, Expertflow Package Deployer configurations will be modified.
The agent will then be able to log in to any privileged Dynamics 365 app in USD. The app will then use USD components (hosted controls, events, toolbar, etc) optimized for UCI.