Using the Unified Service Desk Generic Adapter for CTI

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Unified Service Desk contains functionality for Computer Telephony Integration (CTI). Here we will go through an example of using the USD Generic Listener with a sample application to simulate an incoming phone call.

To set up the generic listener, go to USD in Dynamics 365 and create a new Hosted Control.

To install the phone call simulator, go here and download the Sample CTI application:

Extract the files, and you will see:

This will open:

Confirm the setting in Visual Studio to download missing packages:

You may need to update the Newtonsoft.Json package:

Run the application. You will see:

Now, in Dynamics 365, we have a contact, Bob Smith, with a phone number:

Pass this using our sample application using the key “phone” and the value of the phone number:

In USD, open the debugger. You will see a phone call has been recieved:

At this point, USD does not know what to do with the incoming call.

Now, create a FetchXML query to look up who this caller is.

We will replace the hardcoded phone number shortly:

Create a Windows Navigation Rule.

Create a new CTI search from the FetchXML and use the replacement parameter for the phone number passed in:

This should now be added to the Windows Navigation Rule:

We can now set what happens based on the results returned:

  • Create Session, Load Match then Do Action
  • Create Session then Do Action
  • Do Action
  • Next Rule

We will select:

Then create a new action:

Create a new hosted control to display the contact, if it does not exist:

Set the destination to be the contact record:

Restart USD and send the same contact from the call simulator. A session will start and the contact record will be displayed automatically:



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