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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?
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same comment, we faced same issue about the pricing of Direct line for integration our custom channels is expensive.
Category: Channel Integration Framework
Administrator
Thank you for the feedback!
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