Install the Tenfold embedded UI on MS Dynamics via Channel Integration Framework (CIF)

Note

Dynamics 365 Channel Integration Framework required Dynamics (online) version 9.1.0412 and higher along with Dynamics Server version 9.1 and higher. Supported browsers include Google Chrome. Microsoft Edge Support coming soon.

Microsoft Dynamics Embedded (CIF) installation video

Watch a video demonstration:

Download current Tenfold releases

  1. Log in to Microsoft Dynamics as an administrator.

  2. Install Channel Integration Framework from the Microsoft Appsource store. Select the dropdown list on Dynamics 365 and select Get More Apps. In the search screen, type Channel Integration Framework. Select Get It Now. In the One more thing window, select Continue.

  3. Configure the Tenfold Embedded UI channel provider settings. Select the drop-down button on the Dynamics 365 and select Channel Integration Framework. Select +New. Use the following options in the Channel Provider Configuration:

    Note

    The Dynamics instance URL can be sourced from the Tenfold CRM configuration page in your Tenfold Dashboard here. The Custom Parameters section can have any desired width, however, smaller width parameters may skew different image assets or truncate parts of the Tenfold UI. We recommend a sidebar width between 285 and 300 for the best experience.

  4. Select which Unified Interface App the Embedded UI is to be added to.

  5. Select the Roles that are going to use/see the Tenfold Embedded UI. Click Save & Close.

  6. Browse to one of the Unified Interface Apps previously selected and note that the Tenfold Embedded UI is now visible in the screen for a user account with the appropriate Role. Sign into your Tenfold user account on the right-hand side of the page.

Dynamics does not natively markup all numbers for click to dial as Salesforce does for OpenCTI. Rather, the CRM admin may enable "outbound communication" for selected phone fields on selected entities. Instructions for configuring this are available here:

https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/enable-outbound-communication-clicktoact

Phone numbers in list views may be parsed by the Tenfold Click to Dial Chrome Extension.

Configure advanced browser settings

The following settings being in place usually results in resolving most issues you may encounter with the Tenfold CTI application.

For the Tenfold CTI application to work properly in the Dynamics instance, adjust the following settings in Chrome:

Disable flags as indicated:

Important

If neither of the flags mentioned below are present in your version of Chrome, please disregard the need for disabling these flags.

  1. Open a Chrome window and paste the following in the address bar: chrome://flags/#cross-origin-isolated. Change from Default to Disabled.

  2. Paste the following in the address bar: chrome://flags/#same-site-by-default-cookieschrome://flags/#same-site-by-default-cookies. Change from Default to Disabled.

  3. Push the button to “Relaunch” Chrome

    chrome_flags.png

To update cookies and site data:

  1. In a new tab go to this URL: chrome://settings/content

  2. Click Cookies and Site Data

  3. Uncheck Block third-party cookies - With this one, we advise that you not uncheck to block all third-party cookies, but rather set the following sites to "Always use cookies, including third-party cookies on this site:"

  • [*.]tenfold.com

  • [*.]dynamics.com

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Important

If you have added the above sites to the Chrome exclusion list, you will want to keep the Site Settings option unchecked, as it will erase the changes you've made.

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To update cookies and site data:

  1. In a new tab go to this URL: chrome://settings/content

  2. Click Cookies and Site Data

  3. Check Allow all cookies

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Note

Perform this procedure before updating site settings.

To update cookies and site data:

  1. Open a Chrome window and paste the following in the address bar: chrome://settings/privacy.

  2. Go to Clear browsing.

  3. Make the following changes:

    • Change Time range to All time

    • Check Browsing History, Cookies and Site Data, and Cached images and files

  4. Click Clear data.

Issue: AccessDeniedAccess message in CIF

Example:

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Possible solution

This is likely due to putting the wrong Channel URL in the Channel Provider Configuration settings of the Channel Integration Framework (CIF)

Issue: Perpetual Loading Icon in CIF

Possible solution

This is likely due to the cookies and/or flags (if necessary) not being set per the Advanced Browser Settings instructions above.

For example, version-controlled: https://app.tenfold.com/4.52/dynamics.html?base=https://mydynamics.dynamics.com (should be v4.52.0)