Install the Tenfold embedded UI on MS Dynamics via Channel Integration Framework (CIF v1)
Microsoft Dynamics Embedded (CIF) installation video
Watch a video demonstration:
CIF v1.0 vs. CIF v2.0
The following matrix explains the various aspects of versions 1.0 and 2.0. For additional details, see Dynamics 365 Channel Integration Framework guide.
| Feature | CIF v1.0 | CIF v2.0 |
| Session | Single-session | Multisession |
| Model-driven app | - Dynamics 365 Customer Service
- Dynamics 365 Sales
- Dynamics 365 Project Service
- Dynamics 365 Field Service
| - Omnichannel for Customer Service
- Customer Service workspace
|
| Deployment/provisioning | Using Dynamics 365 Channel Integration Framework v1.0 model-driven app | Deployed with Customer Service workspace and Omnichannel for Customer Service. |
| Communication panel | Right side | Left side |
| Communication panel modes | | |
| Features | - Support for one channel provider at any time
- Communication panel management
| - Support for multiple telephony channel providers
- Communication panel management
- Channel analytics
- Notification management templates
- Application tab management templates
- Session management templates
|
➡️ Install CIF and Provision Tenfold
- Log in to Microsoft Dynamics as an administrator.
- Install Channel Integration Framework from the Microsoft Appsource store. Select the dropdown list on Dynamics 365 and select Get More Apps. In the search screen, type Channel Integration Framework. Select Get It Now. In the One more thing window, select Continue.
- Configure the Tenfold Embedded UI channel provider settings. Select the drop-down button on the Dynamics 365 and select Channel Integration Framework. Select +New. Use the following options in the Channel Provider Configuration:
- Name: Tenfold Embedded UI
- Label: Embedded UI
- Channel URL (Automatic Version Updates):
- Enable Outbound Communication: Yes
- Channel order: 0
- API Version: 1.0
- Trusted Domain: (leave blank)
- Custom Parmaters: width=285
- Note The Dynamics instance URL can be sourced from the Tenfold CRM configuration page in your Tenfold Dashboard here. The Custom Parameters section can have any desired width, however, smaller width parameters may skew different image assets or truncate parts of the Tenfold UI. We recommend a sidebar width between 285 and 300 for the best experience.
- Select which Unified Interface App the Embedded UI is to be added to.
- Select the Roles that are going to use/see the Tenfold Embedded UI. Click Save & Close.
- Browse to one of the Unified Interface Apps previously selected and note that the Tenfold Embedded UI is now visible in the screen for a user account with the appropriate Role. Sign into your Tenfold user account on the right-hand side of the page.
Configure advanced browser settings
The following settings being in place usually results in resolving most issues you may encounter with the Tenfold CTI application.
For the Tenfold CTI application to work properly in the Dynamics instance, adjust the following settings in Chrome:
➡️ Disable Flags
Disable flags as indicated:
Important: If neither of the flags mentioned below are present in your version of Chrome, please disregard the need for disabling these flags.
- Open a Chrome window and paste the following in the address bar: chrome://flags/#cross-origin-isolated. Change from Default to Disabled.
- Paste the following in the address bar: chrome://flags/#same-site-by-default-cookieschrome://flags/#same-site-by-default-cookies. Change from Default to Disabled.
- Push the button to “Relaunch” Chrome
➡️ Configure cookies and site data settings - Option A (more secure)
To update cookies and site data:
- In a new tab go to this URL: chrome://settings/content
- Click Cookies and Site Data
- Uncheck Block third-party cookies - With this one, we advise that you not uncheck to block all third-party cookies, but rather set the following sites to "Always use cookies, including third-party cookies on this site:"
- [*.]tenfold.com
- [*.]dynamics.com
If you have added the above sites to the Chrome exclusion list, you will want to keep the Site Settings option unchecked, as it will erase the changes you've made.
➡️ Configure cookies and site data settings - Option B (less secure)
To update cookies and site data:
- In a new tab go to this URL: chrome://settings/content
- Click Cookies and Site Data
- Check Allow all cookies
➡️ Clear the browser cache
Perform this procedure before updating site settings.
To update cookies and site data:
- Open a Chrome window and paste the following in the address bar: chrome://settings/privacy.
- Go to Clear browsing.
- Make the following changes:
- Change Time range to All time
- Check Browsing History, Cookies and Site Data, and Cached images and files
- Click Clear data.
➡️ Troubleshooting
Issue: AccessDeniedAccess message in CIF -
This is likely due to putting the wrong Channel URL in the Channel Provider Configuration settings of the Channel Integration Framework (CIF)
Issue: Perpetual loading icon in CIF -
This is likely due to the cookies and/or flags (if necessary) not being set per the Advanced Browser Settings instructions above.
For example, version-controlled: https://app.tenfold.com/4.52/dynamics.html?base=https://mydynamics.dynamics.com (should be v4.52.0)