Screen pops configuration

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Steps to configure screen-pops in Microsoft Dynamics 365 with CIF versions 1.0 or 2.0 or Microsoft USD.

Customization can be deployed as an unmanaged solution. According to the Microsoft environment you are using, it is based on different JavaScript files.

Configuring screen pops in Microsoft Dynamics 365 with CIF version 1.0

In Microsoft Dynamics 365 with CIF version 1.0, screen pop configuration is based on the following JavaScript files, which implement the out-of-the-box scenario for different fields:

  1. <prefix>_iwscriptCIFWWE.js_custom.js: Computer Telephony Integration (CTI) events that the Adapter can capture
  2. <prefix>_utilCIFWWE_custom.js: implementation of the events mentioned in the previous point
  3. <prefix>_iwsconfigCIFWWE.js_custom.js: parameters necessary to customize the Adapter
  4. <prefix>_translations_custom.js: switch to other languages

An extra file must be handled to customize the outbound-call scenario:

  1. <prefix>_CustomMakeCallCIFWWE.js: wanted flow in case of outgoing interactions
Important
<prefix> is an example of how the file is named. Once you generate your unmanaged solution, your organization name takes the place of <prefix>.

For customization, follow the procedure presented in Screen pops customization.

Configuring screen pops in Microsoft Dynamics 365 with CIF version 2.0

In Microsoft Dynamics 365 with CIF version 2.0, screen pop configuration is based on the following JavaScript files, which implement the out-of-the-box scenario for different fields:

  1. <prefix>_iwscriptCIFWWEv2.js_custom.js: Computer Telephony Integration (CTI) events that the Adapter can capture
  2. <prefix>_utilCIFWWEv2_custom.js: implementation of the events mentioned in the previous point
  3. <prefix>_iwsconfigCIFWWEv2.js_custom.js: parameters necessary to customize the Adapter
  4. <prefix>_translations_custom.js: switch to other languages

An extra file must be handled to customize the outbound-call scenario:

  1. <prefix>_CustomMakeCallCIFWWEv2.js: wanted flow in case of outgoing interactions
Important
<prefix> is an example of how the file is named. Once you generate your unmanaged solution, your organization name takes the place of <prefix>.

To proceed with the customization, follow the procedure presented in Screen pops customization.

Configuring screen pops in Microsoft Unified Service Desk (USD)

In Microsoft USD, screen pop configuration is based on the following JavaScript files, which implement the out-of-the-box scenario for different fields:

  1. <prefix>_iwscriptCIFUSDWWE.js_custom.js: Computer Telephony Integration (CTI) events that the Adapter can capture
  2. <prefix>_utilCIFUSDWWE_custom.js: implementation of the events mentioned in the previous point
  3. <prefix>_iwsconfigCIFUSDWWE.js_custom.js: parameters necessary to customize the Adapter
  4. <prefix>_translations_custom.js: switch to other languages

An extra file must be handled to customize the outbound-call scenario:

  1. <prefix>_CustomMakeCallCIFUSDWWE.js: wanted flow in case of outgoing interactions
Important
<prefix> is an example of how the file is named. Once you generate your unmanaged solution, your organization name takes the place of <prefix>.

For customization, follow the procedure presented in Screen pops customization.

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