Use the generic listener adapter in Unified Service Desk

 

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

Unified Service Desk provides a generic listener adapter that can be used as a testing tool for integrating Unified Service Desk with the computer telephony integration (CTI) middleware applications that have the ability to open a URL on the user's computer when a CTI event occurs. The generic listener adapter listens for HTTP request on a known port (5000): http://localhost:5000/

In This Topic

How does the generic listener work

Configure the CTI Desktop Manager hosted control for generic listener adapter

Change the port of generic listener

How does the generic listener work

The generic listener adapter extracts a query string from the URL, uses the values in the string as parameters to evaluate them as a CTI event, and then raises a CTI screen pop in Unified Service Desk. Once the adapter starts listening on the specified port, it waits for the CTI middleware to open a URL such as:

http://localhost:5000/?ani=1234&dnis=4355&type=phonecall&customerid=49383433

In the example URL, the query string is split out and passed to the Global Manager hosted control in Unified Service Desk as the following parameters.

Parameter

Description

Values in the example URL

ANI

Stands for automatic number identification. This is the phone number of the incoming call.

ani=1234

DNIS

Stands for dialed number identification service. This is the phone number that the customer called.

dnis=4355

Type

This is corresponding to the Initiating Activity information in your window navigation rule to route the call, and take appropriate actions. Common values include phonecall and chat. More information: CTI search

type=phonecall

Key=value pairs

A collection of key-value pairs that enables the Global Manager hosted control to raise a CTILookUpRequest to search the customer record.

customerid=49383433

For CTI searches, each of these parameters may be used as replacement parameters. Once a session starts, these parameters can be accessed with the cti prefix such as:

[[cti.ani]]

To view a walkthrough that demonstrates the usage of the generic listener adapter for handling CTI events, see Walkthrough: Use the generic listener adapter for CTI event routing.

Configure the CTI Desktop Manager hosted control for generic listener adapter

When using the generic listener adapter, you only have to configure the CTI Desktop Manager component; the CTI connector and the CTI control aren’t required. The CTI Desktop Manager hosted control should be configured to be placed on a HiddenPanel, and the following standard values apply for the generic listener adapter in the hosted control configuration page in Unified Service Desk:

  • Assembly URI: Microsoft.Crm.UnifiedServiceDesk.GenericListener

  • Assembly Type: Microsoft.Crm.UnifiedServiceDesk.GenericListener.DesktopManager

Configure CTI Dekstop Manager hosted control

For detailed information about configuring a CTI Desktop Manager hosted control in Unified Service Desk, see Configure CTI Desktop Manager hosted control in Unified Service Desk.

Change the port of generic listener

By default, the generic listener adapter listens for HTTP request on port 5000: http://localhost:5000/.

You can use the Options setting in Unified Service Desk to define a different port for the generic listener, if required. To do so:

  1. Sign in to Microsoft Dynamics 365.

  2. Go to Settings > Unified Service Desk.

  3. Click Options.

  4. Click New to add a new option.

  5. Type the following values in the fields:

    Field

    Value

    Name

    GenericListener

    Value

    Specify the new URL for the listener. For example: http://localhost:5001/

    Define a port for a generic listener

  6. Click Save & Close.

See Also

Build a custom CTI adapter for Unified Service Desk
Considerations for creating a CTI adapter for Unified Service Desk
UII computer telephony integration (CTI) framework

Unified Service Desk 2.0

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