USD 4.1: Implementing Click to call functionality for making outgoing calls

In this post, we'll see how we can implement click to call functionality i.e. clicking on a phone number field on the form to make outgoing call inside USD. NOTE: In our scenario, we have implemented custom CTI adapter to use web services of telephony provider to make the outgoing calls. Below are the steps … Continue reading USD 4.1: Implementing Click to call functionality for making outgoing calls

USD 4.1: Using CTI Simulator and Generic Listener

In this post, we'll see how we can use CTI simulator along with Generic Listener provided by Microsoft. To start, download the CTI simulator from the following location: https://onedrive.live.com/?authkey=%21AIN2jgKztrYGpok&cid=5A34CCE9728C8F4F&id=5A34CCE9728C8F4F%21274&parId=5A34CCE9728C8F4F%21169&action=locate. Unzip it. Open the solution file in Visual Studio and compile it. Open the Project folder. Navigate to bin--> Debug folder and locate the USDCTICallTester.exe as … Continue reading USD 4.1: Using CTI Simulator and Generic Listener

USD 4: USD Client crashing with error “multiple_matching_tokens_detected”

Recently, while working on USD 4, we encountered one weird issue. After opening USD client, we selected O365 and provided credential to login. After selecting the instance to connect, USD client was crashing. Checking the log files, at the location "C:\Users\<UserName>\AppData\Roaming\Microsoft\Microsoft Dynamics® 365 Unified Service Desk\4.0.0.993",  we found the below exception "multiple_matching_tokens_detected: The cache contains … Continue reading USD 4: USD Client crashing with error “multiple_matching_tokens_detected”

USD: Performance Enhancement of CRM Entity page load

Now, we can experience enhanced performance of CRM entity page loading in Unified Service Desk(version 3.2 onwards) with the Internet Explorer Pooling feature. Unified Service Desk always maintains a pool of Internet Explorer instances for hosted controls to use. Opening a hosted control using a pooled Internet Explorer instance enhances the performance of the Unified … Continue reading USD: Performance Enhancement of CRM Entity page load

USD 3.3: Help Improve Unified Service Desk

Help improve USD means Unified Service Desk sends information to Microsoft anonymously different data such as: Operating system version and bit type Web browser application and version Unified Service Desk version Number of monitors used and screen resolution of the primary monitor Device processor class and RAM details With the new version of USD released recently(USD … Continue reading USD 3.3: Help Improve Unified Service Desk

USD Product Bug(2.0 and 3.0): Session tab name not visible properly

Recently, while working on USD for one of our customer, we found a strange issue with the USD client application. We had a requirement to open a session when the agent dials a phone number using dialpad or whenever a phone call is made from agent to customer using predictive dialing. We already had CTI … Continue reading USD Product Bug(2.0 and 3.0): Session tab name not visible properly

Unified Service Desk: Actions not working

Recently, in one of our project we were working on Unified Service Desk(USD). We did all the required configurations in our DEV environment. The configurations include Hosted controls, Toolbars, Action Calls, Entity Searches, Agent Scripts, Window Navigation Rules, Scriptlets, Session Lines. These configurations were done by multiple developers. We launched USD connecting to DEV environment … Continue reading Unified Service Desk: Actions not working