Enabling Talkdesk Dynamics 365 Connector CTI

If you wish to use Talkdesk CTI integration in MS Dynamics 365, your Talkdesk account needs to be correctly synchronized with your MS Dynamics 365 instance. Besides this, you also need to install and configure the application Dynamics 365 Channel Integration Framework. Please follow the steps described below.

This configuration will allow using our CTI based features, such as Click-to-Call or Contact Pop via CTI.

Please contact Talkdesk Support to request access to the Talkdesk CTI within Dynamics 365 integration, and then follow the steps below to set up the Dynamics 365 CTI.


Setting up Dynamics 365 Channel Integration Framework

Talkdesk for Microsoft Dynamics 365 CTI requires the installation of the Dynamics 365 Channel Integration Framework. You can get it from within Dynamics 365 or from Microsoft AppSource. Please refer to How to get Dynamics 365 Channel Integration Framework.

Once the Dynamics 365 Channel Integration Framework is installed, you can access it in your Dynamics 365 instance and create a new Channel Provider by following the steps below.


  1. Fill out the “Channel Provider Configuration” form [1] with the required information:
  • “Name”: Talkdesk
  • “Label”: Talkdesk
  • “Channel URL”: https://prd-cdn-talkdesk.talkdesk.com/talkdesk-dynamics365-app/latest/index.html?ucilib=https://{Your Dynamics 365 instance url}/webresources/Widget/msdyn_ciLibrary.js

Example: https://prd-cdn-talkdesk.talkdesk.com/talkdesk-dynamics365-app/latest/index.html?ucilib=https://dynamicsinstance.crm.dynamics.com/webresources/Widget/msdyn_ciLibrary.js

  1. In “Select Unified Interface Apps for the Channel“ [2] choose the list of Unified Interface Apps where the channel is displayed for the agents.
  2. In “Select the Roles for the Channel“ [3], you can choose the security roles that are present in Dynamics 365. 

Note: You must select one or more security profiles for the channel to be shown to users and agents


  1. If everything is correctly configured, you will see the login form on the right-hand side of the screen. This means that the CTI is enabled on your account, and you simply need to enter your Talkdesk account name to log in [4].

Note: For full details on each field, please check Microsoft’s documentation on How to configure a channel provider for your Dynamics 365 organization.


Setting up your Talkdesk Account to Enable the CTI for Dynamics 365

For the CTI integration to work, you need to have the Dynamics 365 integration added and correctly configured in your Talkdesk account. Besides this, the default integration of your agents also needs to be set to Dynamics 365. To learn how, please follow the steps below.

  1. Log in to your Talkdesk account as an Administrator.


  1. Click on the Admin [1] section at the top of the page. 
  2. Go to the Agents [2] tab, select the applicable agents, and set the Client Integration to Dynamics 365. For more details, please refer to this article.
  3. Next, go to the Integrations tab and access your Dynamics 365 Configuration.


  1. Make sure that the “Connect to CTI” [3] option is checked. It enables the connection to the Talkdesk CTI.
  2. Click Save [4] in the bottom right corner of the page.

The Talkdesk Dynamics 365 Connector integration is now complete and you can start adding your automations.

If you have any questions or would like any assistance, do not hesitate to contact Talkdesk Support.

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