Integrate with CTI systems using CTI adapters

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

To integrate Unified Service Desk with your computer telephony integration (CTI) system, use a CTI adapter. The User Interface Integration (UII) CTI framework has components that you can use to build a CTI adapter. More information: UII CTI framework components.

You can create two types of CTI adapters for Unified Service Desk:

  • The first type involves defining a CTI Desktop Manager component with the required telephony actions for call and agent state management that can communicate with your CTI system. Next, you configure it as a CTI Desktop Manager type of hosted control in Unified Service Desk, which enables you to handle the interpretation of requests from a CTI system, and then route it within Unified Service Desk.

    Unified Service Desk provides a generic listener adapter that you can use to test your CTI system by sending CTI requests on a port with standard parameters that Unified Service Desk can evaluate as a CTI event. More information: Use the generic listener adapter in Unified Service Desk

  • The second type of adapter involves building all the components of a CTI adapter from scratch where you define how to connect to your CTI system (CTI Connector), how the calls and agent states will be managed (CTI Desktop Manager), and the look and feel of your softphone (CTI Controls). This type of adapter is used if your CTI system uses a service-based polling system or uses a callback/event notification system. More information: Build a custom CTI adapter for Unified Service Desk

Unified Service Desk 2.0

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