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Using Talkdesk Embedded (CTI) in Microsoft Dynamics 365
Published • Last Updated

Talkdesk Embedded can be accessed by a dedicated Talkdesk app (custom single-session app installed with the Connector), in any other Microsoft single-session apps, or when using Customer Service Workspace.

 

Using Talkdesk Embedded in the Talkdesk app (or other single-session apps)

The Talkdesk app is listed on the Apps menu and behaves as a single-session Microsoft app. 

Notes: 

  • It is required to have CIF 1.0 configured on your Dynamics 365 instance. Please refer to this article
  • Make sure the users have the right permissions to access these features. Please refer to this article
  • Talkdesk Embedded can be used in any Microsoft single-session app. To define the list of apps that should have this capability, please refer to the CIF 1.0 configuration in this article

List of Talkdesk Embedded and other CTI capabilities and their expected behaviour:

Capability Notes
Access to Talkdesk Embedded Talkdesk Embedded can be accessed on the Talkdesk app's right panel [1]. 
Talkdesk Embedded view options
  • “CTI Connection only”: Making Talkdesk run on a separate window.
  • “Conversations only”: Making Talkdesk Conversations app run as a single app in the frame, giving the single pane of glass view inside Microsoft Dynamics 365.
  • “Talkdesk Workspace”: The full experience of Talkdesk Workspace embedded into your Microsoft Dynamics 365 application.

This can be configured on the dedicated settings [2]
Talkdesk Embedded resizable options No resizable options available. The secondary area cannot be opened when using Talkdesk Embedded on Talkdesk app
Click-to-call

Click to call will initiate a call in Conversations. It is required for the user to have an active CTI session.


If minimized, whenever a call rings Talkdesk Embedded will open automatically, allowing agents to easily identify incoming calls
Screen pop (contact, cases, opportunities) All screen pop actions will open a new tab in the browser

 

Using Talkdesk Embedded in Customer Service Workspace

Talkdesk Embedded can be configured for use in Customer Service Workspace.

Notes: 

  • It is required to have CIF 2.0 configured on your Dynamics 365 instance. Please refer to this article
  • Make sure the users have the correct permissions to access these features. Please refer to this article
  • Make sure you have installed version 3.2.6 or higher of Talkdesk for Microsoft D365 Connector

List of Talkdesk Embedded and other CTI capabilities and their expected behaviour:

Capability Notes
Access to Talkdesk Embedded Talkdesk Embedded can be accessed on the Talkdesk session [1], in the left panel [2]
Talkdesk Embedded view options
  • “CTI Connection only”: Making Talkdesk run on a separate window.
  • “Conversations only”: Making Talkdesk Conversations app run as a single app in the frame, giving the single pane of glass view inside Microsoft Dynamics 365.
  • “Talkdesk Workspace”: The full experience of Talkdesk Workspace embedded into your Microsoft Dynamics 365 application.

This can be configured on the dedicated settings [3]
Talkdesk Embedded resizable options Talkdesk Embedded can be resized by dragging the cursor [4]. Talkdesk’s secondary area can be open if setting the minimum width (1041px), to allow accessing Talkdesk Copilot
Click-to-call

Click to call will initiate a call in Conversations. It is required for the user to have an active CTI session.


If minimized, whenever a call rings Talkdesk Embedded will open automatically allowing agents to easily identify incoming calls.


If a call rings while focusing on another session (for example, Home) in Customer Service Workspace, Talkdesk Embedded will open automatically and persist on that session. However, if switching to Talkdesk session, it will no longer be possible to access Talkdesk Embedded on a different session.
Screen pop (contact, cases, opportunities) All screen pop actions will open a new tab within the session the user is focused on.
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