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Configure channel providers in Dynamics 365 Channel Integration Framework 2.0

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Dynamics 365 Channel Integration Framework 2.0 is intended for multisession applications such as Omnichannel for Customer Service and Customer Service workspace. You can configure channel providers for multisession applications either using Customer Service admin center or Power Apps.

More information:

Configure a third-party channel provider

  1. Go to the Customer Service admin center, and perform the following steps

    1. In the site map, select Workspaces in Agent experience. The Workspaces page opens.

    2. Select Manage for Third party voice channel provider.

    3. Select a provider from the Active Channel Providers list and select Edit, or select New to add a new channel provider.

  2. Enter or update the following details:

Field Description
Name Name of the channel provider.
Unique Name A unique identifier in the <prefix>_<name> format.
IMPORTANT: The following are required for the unique name:
  • The prefix has to be alphanumeric with a length of 3-8 characters.
  • The prefix must include an underscore
Label The label is displayed as the title on the widget.
Channel URL The URL of the provider to host in the widget. See the JavaScript APIs on how to develop communication widget with Dynamics 365 Channel Integration Framework. If the URL isn't in the specified format, the application displays a warning. Select Restore to reset the URL to the expected value.
Enable Outbound Communication Selecting a phone number in the Dynamics 365 Unified Interface page, the widget initiates the call or outbound communication.
Channel Order The order of precedence of the channel providers. That is, the priority to display the channel for the agents and Unified Interface apps.
Api Version The version of the Channel Integration Framework APIs.
Trusted Domain An additional domain if the initial landing URL and the final domain from which the communication widget is hosted are different. Add the domain (URL) to access the Channel Integration Framework APIs.
Custom Parameters This takes a text blob as input and Microsoft.CIFramework.getEnvironment will return this as value of key customParams.
Sandbox Configuration Channel URL loads as an iFrame webresource in the sandbox mode. Use this field to configure the list of sandbox attributes for the Channel URL. You can add multiple attributes seperated by commas.
Enable Analytics Select Yes if you'd like to enable analytics for your channel provider.

Configure channel provider.

Note

  • Sandbox attributes such as allow-forms, allow-popups, allow-scripts, allow-same-origin, allow-modals, allow-downloads are configured by default.
  • The Restore button is available only for forms with the Unique Name set to msdyn_omnichannel.
  • The Api Version field is set to 2 when you navigate from the app profile manager.
  1. If you're using the app profile manager, add the channel provider to the app profile. If you're using Customer Service admin center, then select Save & Close.

Deactivate or delete a channel provider

  1. In the site map of Customer Service admin center, select Workspaces in Agent experience. The Workspaces page opens.

  2. Select Manage for Third party voice channel provider.

  3. Select a provider from the Active Channel Providers list, and do one of the following:

    • To deactivate the channel provider, select Deactivate. In the Confirm Deactivation dialog, select Yes. You can reactivate the channel later by selecting Activate.
    • To delete the channel provider, select Delete. In the Confirm Deletion dialog, select Yes if you're sure you want to delete the channel provider. Note that you can't reactivate the channel provider after it's deleted.

See also

Overview of agent experience
Enable outbound communication (ClickToAct)
Microsoft.CIFramework.getEnvironment