Microsoft Dynamics CTI Adapter

The Microsoft Dynamics CTI Adapter is powered by the Dynamics 365 Channel Integration Framework (CIF). With this framework, you can integrate any third-party telephony provider or telephony aggregators into a model-driven app, where the Dynamics 365 Channel Integration Framework acts as an interface between the providers or aggregators and a model-driven app.

For more details, refer to the official documentation:
Channel Integration Framework Overview (Microsoft)

Setup Dependencies

Scripts

The scripts object for the Dynamics integration is as follows:

JSON

{
  "scripts": [
      {
          "src": "https://<instance>.dynamics.com/webresources/Widget/msdyn_ciLibrary.js",
          "dataset": {
              "crmurl": "https://<instance>.dynamics.com",
              "cifid": "CIFMainLibrary"
          }
      },
      {
          "src": "https://developer.onipscape.com/integrations/<version>/dynamics/ips-dynamics-integration.v<semantic-version>.min.js"
      }
  ],
}

To connect with your Dynamics instance and configure the ipSCAPE CTI to react and perform in the way you wish, you will need to configure various options.

Options

CODE

{
    "config": {
        "options": {
          "completeActivityRecordOnWrap": true,
          "createTaskOnPreview": false,
          "fields": {
            "callDispositionField": "new_wrapcode",
            "agentInteractionId": "new_agentInteractionId"
          },
            "entities": {
              "contact": {
                "plural": "contacts",
                "key": "contactid",
                "query": "fullname,telephone1,mobilephone,donotphone",
                "type": "person"
              },
              "account": {
                "plural": "accounts",
                "key": "accountid",
                "query": "name,telephone1,donotphone",
                "type": "entity"
              }
            }
        }
    }
}

There are a few available options:

completeActivityRecordOnWrap: BOOLEAN - Do you wish for the activity log created during the call to marked as complete when the call is wrapped?
createTaskOnPreview: BOOLEAN - Should a record be created when the lead is presented event though no call has been made?

Screen Pop

Screen pop can be set by call subtype or a default * required. The subtypes are as follows:

manual
inbound
preview
outbound
default

CODE

{
  "screenPop": {
    "default": {
      "entity": "contact",
      "query": "?$select=fullname,telephone1,mobilephone&$filter=telephone1 eq '{{telephone1}}'&$search={{telephone1}} or {{mobilephone}}",
      "map": [
        {
          "name": "telephone1",
          "type": "string",
          "path": "interaction.activity.customerCli"
        },
        {
          "name": "mobilephone",
          "type": "string",
          "map": "interaction.activity.sourcePhoneNumber"
        }
      ],
      "addNewRecord": true
    },
    "rules": [
      {
        "callType": [
          "preview"
        ],
        "addNewRecord": true,
        "entity": "contact",
        "query": "?$select=fullname,telephone1,mobilephone&$filter=telephone1 eq '{{telephone1}}'&$search={{telephone1}}",
        "map": [
          {
            "name": "telephone1",
            "type": "phone",
            "format": "local",
            "path": "interaction.leadData.phones.index=1[phone]"
          }
        ]
      }
    ]
  }
}

Parameter	Type	Description
entity	string	The `entityLogicalName` that sets the base for the search
query	string	The query string used for our dynamic search see more on this below
map	object	This provides the mapping for the data we need in our query
addNewRecord	boolean	When set to true, will open a form to add a new record should the search return no results

Our query example contains and example of how to data-merge values using the template pattern {{string}}.

In the example above we have the template {{telephone1}} which when compiled will use the value provided by the map to populate the template before processing the query.

Entities

CODE

{
  "entities": {
    "contact": {
      "plural": "contacts",
      "key": "contactid",
      "query": "fullname,telephone1,mobilephone,donotphone",
      "type": "person"
    },
    "account": {
      "plural": "accounts",
      "key": "accountid",
      "query": "name,telephone1,donotphone",
      "type": "entity"
    },
    "lead": {
      "plural": "leads",
      "key": "leadid",
      "query": "fullname,telephone1,donotphone",
      "type": "person"
    }
  }
}

The entities parameter is used for relating activities to entities. If the entity is listed, the CTI will use this to provide the reference.

If an entity type is not listed here it will be ignored by the integration.

Parameter	Type	Description
plural	string	Provides the plural for the entity as this is required when creating our query
key	string	The `id` for the object type
query	string	Comma separated list of data parameters returned for this object
type	`person` or `entity`	In our default integration we will have two select boxes that the agent can use to relate the activity. One will display `people` and the other will display `entities`.