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
Category: Unified Service Desk
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: Using Chrome Process with USD 4.1
Recently, we upgraded Unified Service Desk to 4.1 from 4.0 for one of our customer. With this upgrade, we got a new feature of using Chrome process for hosted controls as hosting type. Using Chrome process made USD run faster as compared to the speed we were getting using default IE process. Below are the … Continue reading USD: Using Chrome Process with USD 4.1
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: “You are not authorized to use the application…” Error while launching USD
Recently, while opening USD after connecting to an online instance, we started getting the following error: "You are not authorized to use the application...". To resolve this issue, we assigned USD Agent and UIIAgent security roles to the user and then opened USD. This time it worked. Hope it helps !!!
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
Ajit Patra 