CTI Desktop Manager (Hosted Control)

Use the CTI Desktop Manager hosted control type to plug in a computer telephony integration (CTI) adapter into Unified Service Desk to handle screen popping, call routing, softphone control, and other CTI functionalities.

In This Topic

Create a CTI Desktop Manager hosted control

Predefined UII actions

Predefined events

Create a CTI Desktop Manager hosted control

For information about creating a CTI Desktop Manager and configuring the corresponding hosted control, see Create a CTI Desktop Manager.

Predefined UII actions

These are the predefined actions for this hosted control type.

New_CRM_Page

Creates a page for creating a new CRM record of the entity specified, and treats the page as a popup from the specified hosted control. The window navigation rules are evaluated to determine the location where the page to create the entity record is displayed.

Parameter	Description
LogicalName	The logical name of the entity for creating a new instance.

Note

The rest of the parameters should consist of name=value pairs. These are the additional pre-populated values in the form for creating a new record for the specified entity. For more information about using this action, see step 4 in Walkthrough 7: Configure agent scripting in your agent application.

Open_CRM_Page

Opens an existing instance of the entity specified and identified by the ID, and treats the page as a popup from the specified hosted control. The window navigation rules are evaluated to determine the location where the popup should be displayed.

Parameter	Description
LogicalName	The logical name of the entity to open.
id	The ID of the entity record to open.

Popup

Pops up a URL from the hosted control and runs the window navigation rules against it for routing the popup to the appropriate location.

Parameter	Description
url	Routes a popup from this hosted control using this URL as if it were a popup requested from the displayed control.
frame	The frame from which this popup originated.

Close

This action is used to close the hosted control. Unlike the CloseActive action, if this tab (hosted control) is displaying more than one page, it will close all the pages displayed in the tab in your agent application.

FireEvent

Fires a user-defined event from this hosted control.

Parameter	Description
name	Name of the user-defined event.

All subsequent name=value pairs become the parameters to the event. For more information about creating a user-defined event, see Create a user-defined event.

MoveToPanel

This action is used to move hosted controls between panels at runtime.

Parameter	Description
app	Name of the hosted control to be moved.
panel	Target panel for the hosted control.

SetSize

This action explicitly sets the width and height of the hosted control. This is particularly useful when using "auto" in your panel layouts.

Parameter	Description
width	The width of the hosted control.
height	The height of the hosted control.

Find

Navigate to the quick find list view of the specified entity.

Parameter	Description
	The data parameter should specify the entity logical name of the quick find list view to display. There are some special case values: Use case or incident to display the quick find list view for cases. Use advfind to display the advanced find view. Use activities or activity to display the quick find list view for activities.

Navigate

This action is used to navigate to a CRM url.

Parameter	Description
url	The URL to navigate to. This is a mandatory parameter.
Noscan	If this parameter is supplied and True, the data parameters will not be captured from the page.
Hideribbon	If this parameter is supplied and True, the inner frame will be navigated instead, thus avoiding loading the ribbon.
Hidenav	If this parameter is supplied and True, the navigation panel on the left in CRM, will be collapsed after the page is loaded.
Frame	When frames exist on the page, this parameter would specify the name of the frame to navigate, rather than navigating the main window.

ToggleRibbon

This action collapses or expands the ribbon. If you hide the ribbon in the Navigate action, it will not be displayed and this action does not work. This action will work only when the ribbon was initially loaded.

ToggleNavigation

This action collapses or expands the navigation pane on the left panel of the CRM window. The navigation must contain a navigation panel for this action to work.

SaveAndClose

This action saves the dirty data on the CRM form, and closes the hosted control.

CloseAndPrompt

This action closes the hosted control, but prompts the user to save or abandon the changes before closing.

DisableToolbarButton

This action disables the specified toolbar button on the toolbar in your agent application.

Parameter	Description
	Name of the toolbar button to disable.

EnableToolbarButton

This action enables the specified toolbar button on the toolbar in your agent application.

Parameter	Description
	Name of the toolbar button to enable.

GoHome

This action goes to the initial URL specified for this browser instance.

GoBack

This action is equivalent to clicking the back button on the browser instance.

GoForward

This action is equivalent to clicking the forward button on the browser instance.

SaveAll

This action saves all forms in hosted control that allows multiple pages to be displayed (Allow Multiple Pages = Yes). If the hosted control allows only a single page to be displayed (Allow Multiple Pages = No), this is equivalent to the Save action.

Save

This action saves the current CRM page.

LoadArea

This action loads a specific area from CRM. This is equivalent to selecting an area in the navigation pane (such as Sales, Service, and Marketing). The only parameter is the name of the area to click. For example: areaService.

Parameter	Description
frame	The name of the frame to affect. If no name is specified, it will automatically target the first frame found on the page.

RunXrmCommand

This action is used to inject CRM SDK JavaScript into the CRM form.

Parameter	Description
	The data parameter is the JavaScript that will be injected into the form. Note The replacement parameters can be used in the script, and they will be replaced before the script is executed.

RunScript

This action injects JavaScript into the main frame of the application. You should avoid using CRM client SDK calls with this action; instead, use the RunXrmCommand action.

Parameter	Description
	The data parameter is the JavaScript that will be injected into the form. Note The replacement parameters can be used in the script, and they will be replaced before the script is executed.

WaitForComplete

This action can be used to block the processing until the URL finishes loading.

Note

Some web pages, particularly CRM pages, have multiple frames. This action waits for only the main frame to complete.

Parameter	Description
Milliseconds	Optional parameter to indicate how long, in milliseconds, to wait to timeout.

ReRoute

This action takes the currently displayed URL, and sends it through the window navigation rules from the current hosted control as a popup.

Predefined events

These are the predefined events for this hosted control type.

BrowserDocumentComplete

Occurs when the page has finished loading.

Parameter	Description
url	The URL of the page that has finished loading.

FrameLoadComplete

Occurs any time when a frame has completed loading. This event can occur multiple times per page load when an iFrame or frame is used on the page. This event corresponds to the individual BrowserDocumentComplete events in code.

Parameter	Description
frame	The name of the frame that finished loading.
url	The URL of the frame that finished loading.

PopupRouted

Occurs after a popup has been routed by the system.

Parameter	Description
url	The URL of the popup that was routed.

See Also

Other Resources

Integrate with CTI systems using CTI adapters

Unified Service Desk
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