Build a custom CTI adapter for Unified Service Desk

Unified Service Desk 2.0
 

Updated: November 29, 2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

You can build a custom computer telephony integration (CTI) adapter to connect to a CTI system that provides access to events and CTI actions via web services or APIs.


The User Interface Integration (UII) CTI infrastructure supports connecting to both models (web services or APIs). Building a custom adapter involves:

  1. Creating the connection bridge to the CTI system. Create a CTI Connector

  2. Creating a CTI manager that communicates between the CTI connection layer and Unified Service Desk to manage calls and the agent state. Create a CTI Desktop Manager

  3. Define the user interface or the controls on the agent desktop that helps in call management and displays the agent state. Create a CTI Control

Unified Service Desk 2.0

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