How to enable outbound communication (ClickToAct) in Dynamics 365 Channel Integration Framework 2.0

Important

Minimum versions required to get this feature working without any customizations.

• Platform version: 9.1.0000.15343
• CIF Version 2.0: 9.2.1.690

You can enable outbound communication by these two options:

1. Using customizations on the phone control. Follow steps 1 through 4.
2. Without any customizations. Follow steps 1, 3, and 4.

To enable outbound communication for your channel, you must perform the following:

• Step 1: In the channel provider configurations, set the Enable Outbound Communication field to Yes.

• Step 2: In the Unified Interface form, add the Channel communication control to the Phone field for which you want to enable outbound communication (ClickToAct), and publish the customizations.

• Step 3: Register the addhandler in your JavaScript code using Microsoft.CIFramework.addHandler("onclicktoact", <handlerFunction>)

• Step 4: Select on the mobile phone icon to trigger the onclicktoact event.

Step 1: Set the Enable Outbound Communication field value in the channel provider configuration

1. Sign in to your Power Apps portal.

2. Under the available apps, select the ellipses to the right of Omnichannel for Customer Service or Customer Service workspace.

3. On the menu that appears, select App profile manager.

4. On the app profile manager page, expand Omnichannel for Customer Service or Customer Service workspace and select Channel provider.

5. Select your channel provider from the list, and set the Enable Outbound Communication field to Yes.

Step 2: Add the Channel Communication Control to the Unified Interface form

You can add the Channel Communication Control based on your organization and business requirements. The steps below describe how to add the Channel Communication Control for the Contact form of Main type under the Contact entity.

1. Sign in to Dynamics 365.

2. Go to Settings > Customizations.

3. Expand Entities > Contact and select Forms.
   

4. Select the Contact form of the Main type from the list.
   

5. Select the phone field for which you want to add the control. Double-click the Business Phone or Mobile Phone field.
   The Field Properties dialog appears.

6. In the Field Properties dialog, choose Controls tab, and select the Add control... option.
   

7. In the Add Control dialog, choose Channel Communication Control, and select Add.
   

8. In the Field Properties dialog, select the radio buttons for Web, Phone, and Tablet, and then select Ok.
   

9. Select Save, and then select Publish to publish all customizations.

Step 3: Register the addHandler in JavaScript code using the onclicktoact event

During the initialization of the function, register the handler for the onlicktoact event.

function initCTI() {
    Microsoft.CIFramework.setClickToAct(true);
    Microsoft.CIFramework.addHandler("onclicktoact", clickToActHandler);
    log("Added clickToActhandler to the panel");
}

Make sure to add initCTI, which is an initialization method in the softphone sample code, in your own initialization code.

Step 4: Select the mobile phone icon to trigger the onclicktoact event

Select the mobile phone icon to trigger the onclicktoact event, as shown below.

Mobile phone with customizations	Mobile phone icon without customizations

Note

Dynamics 365 Channel Integration Framework invokes the onclicktoact event only if you programmatically set the setClickToAct API to true or by configuring the Enable Outbound Communication to Yes in the channel provider configurations.

See also

Add Channel Integration Framework as a dependent solution

Entity reference

setClickToAct

getClickToAct

onclicktoact