Skip to content

Microsoft Dynamics 365 CTI Embedding

Description

Embeds the ExpertFlow agent interface natively inside Microsoft Dynamics 365 as a Channel Integration Framework (CIF) v2 application. Agents handle contacts without leaving Dynamics, with automatic screen pop, call controls, and activity logging.

Canonical use case

A financial services firm using Dynamics 365 as its CRM deploys the ExpertFlow CTI bar inside Dynamics so agents never switch applications during a customer call.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing