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Create a CTI Connector

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Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

The CTI Connector component in your custom CTI adapter contains the logic to connect to and communicate with an external CTI system. CTI Connector consists of the ICtiControl interface, which includes the CtiHostedControl class containing methods and events that will be called and listened to by the CTI Desktop Manager component.

CTI Connector supports two models of interaction with CTI systems:

  • The first model is a service-based polling system. In this model, the developer defines a service connection to an upstream CTI interaction source and polls that source for updates and events. This model is preferred for CTI sources that provide access to events and CTI actions via web services. In this model, consideration must be given to a proper threading model to support asynchronous communications with the upstream CTI web service.

  • The second model uses an instanced or static object that uses a callback or event notification system. This model is preferred for CTI sources that provide an API. As in the polling model, consideration should be given to providing asynchronous support via threading to prevent an impact to Unified Service Desk.

The UII CTI framework supports only one instance of the CTI Connector component.

In This Topic

Define a CTI Connector

Configure a hosted control for CTI Connector in Unified Service Desk

Define a CTI Connector

CTI Connector implements the ICtiControl interface. To define a CTI Connector, use the Dynamics 365 SDK Microsoft Visual Studio project template in either of the following ways:

Note

The template works if you have Microsoft .NET Framework 4.5.2 and Microsoft Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015. Additionally, you must have NuGet Package Manager for Visual Studio 2012, Visual Studio 2013, or Visual Studio 2015.

The CTI Connector template provides pre-wired events and methods that help you define a CTI Connector.

  1. Start Visual Studio, and create a new project.

  2. In the New Project dialog box:

    1. From the list of installed templates, expand Visual C#, and select Dynamics 365 SDK Templates > Unified Service Desk > USD CTI Connector.

    2. Specify the name and location of the project, and click OK.

      Create a USD CTI Connector

  3. In Solution Explorer, right-click the CtiConnector.cs file, and select View Code to display the code.

  4. Implement the required methods and events. For sample code that demonstrates how to create a CTI Connector, download and install the UII SDK, and then browse to the UII\SampleCode\UII\CCA\Source Code\Cti Root folder. For more information about the methods and events to implement for a CTI Connector, see the ICtiControl interface.

  5. Save your project, and build it (Build > Build Solution). After the project builds successfully, an assembly (.dll file) is generated with the same names as your project (unless you changed it in the project properties) in the \bin\debug folder of your project.

    Note

    Note the name of the class that is used to build your CTI control in the CtiConnector.cs file. You’ll need this information in the next step.

  6. Copy this file to your Unified Service Desk client application installation directory (typically C:\Program Files\Microsoft Dynamics CRM USD\USD). This file is required for testing and for using the CTI Connector from your Unified Service Desk client application.

Configure a hosted control for CTI Connector in Unified Service Desk

After you have built your CTI Connector control, you must configure it in Unified Service Desk.

Note

The CTI Connector project also lets you define your CTI Desktop Manager component. You have to create two separate hosted controls, one each for the CTI Connector and CTI Desktop Manager, in Unified Service Desk after you have added the code for the latter in the Visual Studio. More information:Create a CTI Desktop Manager

  1. Sign in to Microsoft Dynamics 365.

  2. On the nav bar, choose Microsoft Dynamics 365 > Settings > Unified Service Desk.

  3. On the Unified Service Desk page, choose Hosted Controls.

  4. On the Hosted Controls page, choose New.

  5. On the New Hosted Control page, specify the following values

    Field

    Value

    Name

    CTIConnector

    USD Component Type

    CCA Hosted Application

    Hosted Application

    Hosted Control

    Application is Global

    Checked

    Display Group

    HiddenPanel

    Adapter

    Use No Adapter

    Assembly URI

    This is the name of the assembly file (.dll) that you built in the previous step.

    Assembly Type

    This is the name of the assembly file (.dll) followed by a dot, and then the class name of your CTI Connector. For example, if your .dll file name is MyCtiConnector, and the name of the class of your CTI project is CtiConnector, type the following value in this field: MyCtiConnector.CtiConnector.

  6. Choose Save to create the hosted control.

See Also

Create a CTI Desktop Manager
Create a CTI Control
UII computer telephony integration (CTI) framework
Walkthrough: Use the generic listener adapter for CTI event routing

Unified Service Desk 2.0

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