13

Unified Service Desk - Prevent "X" out.

In Unified Service Desk we have actions like SessionCloseRequested that are commonly used to validate the content of a session before the user closes it.

The problem is if the user opts to "x-out" of USD, it closes immediately without any events being triggered. Meaning all open sessio...

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4 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
New
13

Upgrade the CCA HAT Software Factory to be compatible with Visual Studio 2012


The HAT Software Factory is required to create CCA automations.

Currently the installer (Microsoft.Uii.Tools.Inspector.vsix) only works on VS 2010?

Could this please be upgraded to work with VS 2012?

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3 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
Completed
Ideas Administrator

This was already  implemented and is available with Unified Service Desk 2.0 onwards

13

CTI between CRM and LYNC

If you have LYNC then Presence (availability) of users is shown. With CTI (Computer Telephony Integration) it is possible to dial numbers from CRM, have Screen-pop's (number of caller is recognized and related record is shown) and automaticaly create activities (eg Phone Call inbound).

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1 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
Under Review
Ideas Administrator

Currently the Skype for business APIs are automation APIs, so building such an integration is not sustainable as it will be slow. SfB has web apis in their roadmap. When these APIs are available, we can build such an integration. In the short term, we are planning to release some samples using the automation APIs, that developers can use to provide deep integrations in USD

7

Ability to start Unified Service Desk for Microsoft Dynamics 365 after changing credentials

On Unified Service Desk for Microsoft Dynamics 365, change credential and sign in with different user in same tenant. Then Unified Service DESK does not start. This behavior is inconvenient. It would be much better if Unified Service DESK starts with no problem after changing user.

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0 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
New
6

USD - Run program with session variables in argument with ShellExecute function

This suggestion has been discussed with Jayme Pechan and is implemented in CodeBox code http://codebox/usd.

We are unable to run an application with session parameter in argument because ShellExecute in Global Manager does not accept parameters.
On top of that it has a show value ...

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1 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
New
5

Skype integration

Hi,

would be good for business ,if USD integrate with Skype as CTI provider? 

This will help Microsoft stack business customers.

Thanks

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0 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
New
5

CRM 2011 doesn't have ALERT functionality

In Call Centers/Out Bound TeleMarketing, it is important to get Alerts flashed about a Customer/Lead on the respective record when opened to drive effective decision making during the discussions. This is extremely useful in Banking/Insurance domain to give good visibility of the track record ...

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2 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
Under Review
5

Ability to change Activity entity type (Task-->Phone Call, etc.)

Scenario: someone accidentally picked the wrong Activity type. Let's say, they made a /task/ to call someone. It would be nice to be able to change the "flavor" of the Activity from Task to Phone Call so reporting is more accurate.

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2 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
Under Review
3

USD Web version

Hi,

Would be good for Business ,if USD is avilable over Web either Engineering team use Interactive dashboards or Parature.?

Thanks

Venkatta

I believe this site was developed using ADX studio whilst spell check is not avilable for Idea submissions

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0 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
Completed
Ideas Administrator

Omnichannel for customer service is already in preview and soon to be GA.

3

Clicking the "New" button in the Add Existing Contact dialog box doesn't map fields from Account to Contact

Related to this: https://connect.microsoft.com/dynamicssuggestions/feedback/details/777618/field-mapping-from-account-to-new-contact-cannot-be-used-in-ur12-polaris-release#tabs

Scenario:
--Search for an Account
--Open the Account and click on the left-hand side for the Contacts r...

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1 Comments

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Category: Unified Service Desk (41)

STATUS DETAILS
Completed