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CTI Desktop Manager (Hosted Control)

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Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM 2016

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.

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.

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.

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.

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.

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.

GoHome

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

LoadArea

This action loads a specific area from Dynamics 365. 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.

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.

This action is used to navigate to a Dynamics 365 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.

HideCommandBar

If this parameter is supplied and True, the inner frame will be displayed without loading the Dynamics 365 command bar.

HideNavigationBar

If this parameter is supplied and True, the form will be displayed without loading the Dynamics 365 navigation bar.

Frame

When frames exist on the page, this parameter would specify the name of the frame to navigate, rather than navigating the main window.

postdata

Data that is sent to the server as part of an HTTPPOST transaction. A POST transaction is typically used to send data gathered by an HTML page. In Unified Service Desk, this data can be received from any event triggered using "http://event/?". Example: [[postdata]+]

Alternatively, the data can be passed as an encoded string with its header type in the intended format.

header

A string value that contains additional HTTP headers to send to the server. When the postdata parameter is used in the Navigate action, you should also specify an appropriate value for the header parameter. Example: Content-Type:application/x-www-form-urlencoded

If a Unified Service DeskPOST event triggers the Navigate action, the default value of this parameter should be header=[[header]+]

New_CRM_Page

Creates a page for creating a new Dynamics 365 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.

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.

RealignWindow

Displays the hosted control at the specified location on a monitor. You can display hosted control on up to two monitors. This action is applicable for hosted control instances that are configured to be placed on a USDFloatingPanel or USDFloatingToolPanel panel type.

Parameter

Description

screen

Specifies the screen on which to display the hosted control. Valid values are 1 or 2. If you don’t specify this parameter, 1 is passed by default.

left

Specifies the position, in percentage, from the left of the screen on the target monitor where the hosted control should be displayed. Valid values are 0 through 100. If you don’t specify this parameter, 0 is passed by default.

top

Specifies the position, in percentage, from the top of the screen on the target monitor where the hosted control should be displayed. Valid values are 0 through 100. If you don’t specify this parameter, 0 is passed by default.

width

Specifies the width, in percentage, of the hosted control window on the target monitor. Valid values are 1 through 100. If you don’t specify this parameter, 100 is passed by default.

height

Specifies the height, in percentage, of the hosted control window on the target monitor. Valid values are 1 through 100. If you don’t specify this parameter, 100 is passed by default.

ReRoute

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

RunScript

This action injects JavaScript into the main frame of the application. You should avoid using Dynamics 365 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.

RunXrmCommand

This action is used to inject Dynamics 365 SDK JavaScript into the Dynamics 365 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.

Save

This action saves the current Dynamics 365 page.

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.

SaveAndClose

This action saves the dirty data on the Dynamics 365 form, and closes 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.

ToggleNavigation

This action collapses or expands the navigation pane on the left panel of the Dynamics 365 window. The navigation must contain a navigation panel for this action to work.

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.

WaitForComplete

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

Note

Some web pages, particularly Dynamics 365 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.

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

Integrate with CTI systems using CTI adapters

Unified Service Desk 2.0

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