Multiple provider in the same session
Currently Omnichannel only support multiple provider on app, not on the same session. Please help to develop this request to allow multiple provider on 1 session.
The scenario is: When client chat with agent => route to Omnichannel => agent perform outbound call to client on Chat session...
Provide typings for Channel Integration Framework Microsoft.CIFramework
It would be really good if you could provide typings for Microsoft.CIFramework to make it usable in Typescript applications.
Provide Microsoft.CIFramework as npm package
It would be really more handy and state of the art to provide the Microsoft.CIFramework Javascript library as a npm library instead of dynamically loading it through a query parameter in you're Channel Integration Framework application. Then you could also use imports instead of defining global o...
Make CIF v 2.0 available without OmniChannel burden
It looks like you have to install the heavy OmniChannel solutions with an expensive Channel license that we do not need; before you are capable of using CIF V 2.0 on a custom build channel. Why is that?
Need a way to import the CIF solution from a zip package
I had installed CIF, now, I want to add a channel provider, but is that the only way to add channel provider from CIF page by click `+New` and fill the widget info manual? Can I import the CIF solution from a zip package just like importing a solution? Thanks
Enhance getEntityMetadata to return specific attributes only
When an onclicktoact event is received (with entityId and entityLogicalName) I'd like to retrieve the PrimaryNameAttribute of the entityLogicalName (let's say contact) so that I can use the PrimaryNameAttribute (fullname) and retrieve this field additionally (regular retrieveRecord API call). I ...
The getEntityMetadata function now accepts an array of attributes which can be used to filter down the data you receive.
- https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/reference/microsoft-ciframework/getentitymetadata
- https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/v2/reference/microsoft-ciframework/getentitymetadata
Thank you for your idea submission.
Entity information from ClickToAct events in List views
It would be very helpful to get entity information (id and type) from a ClickToAct event when the user clicks on a Phone Number in any list view, like we do in entity views.
Provide better API for Microsoft.CIFramework
The Microsoft.CIFramework API kind of sucks because it often accepts or returns strings that are actually JSON Objects but need to be stringified or parsed for some reasons. It would be really good to return and accept the json objects directly and not wrap or unwrap them in strings
Ability to cancel a notification programmatically
CIFv2 Notify method allows us to alert the agent about a new incoming interaction. This allows the agent to pickup the interaction. If the interaction is somehow connected, the notification doesn't go away until the toast times out. A good example of this is a call alerting an agent who picks ...
searchAndOpenRecords queryParameters : allow us to search only on a certain type of entity.
Hello, The idea is to have the possibility to filter a certain type of entity when using the $search query parameter. Right now, our customers, when on the search page, have to click on the selectbox to do that. It would be awesome to have a parameter to do that. Example : i trigger the sear...
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Channel Integration Framework v2.0 works with all multi-session apps in Dynamics. With 2020 Wave 2, we've released Customer Service Workspace, a multi-session application that works for Customer Service. This app is supported by Channel Integration Framework v2.0 and does not carry the burden of an Omnichannel license.
You can see supported apps for CIF v2.0 here:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/choose-between-versions#channel-integration-framework-version-20
And more information for Customer Service Workspace can be found here:
https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview
https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/app-profile-manager