Channel integration Framework for Dynamics 365 CE

Business need to communicate with the customers over different CTI providers. May be they have Pre-existing licenses, commercials or for any other reason D365 need to be integrated to third party CTI service provider e.g. Genesys, Cisco etc.

To achieve this requirement Microsoft exposed Channel Integration Framework which has currently 2 versions. Having version 1.0 and 2.0 . Where V2.0 is good to leverage omnichannel feature. please refer below link for more information.

https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/channel-integration-framework

Please refer below link for the video guidance how to configure Channel Integration Framework(CIF) for Genesys & Cisco.

https://youtu.be/1J-Q3n_bZ_I

Published by Goloknath Mishra

Microsoft Biz Apps, Power Apps and ERP Enthusiast having more than 10 years of experience in Dynamics 365, Windows Azure, Power Platform.

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