Microsoft.CIFramework methods (JavaScript API reference) for Dynamics 365 Channel Integration Framework 2.0
Microsoft CIFramework provides methods to use JavaScript API to manage the communication panel (widget), notification, application tab, sessions, records, and forms in the Dynamics 365 model-driven app.
Important
- The APIs are supported only from the active channel providers configured in your organization.
- The CIFInitDone event handler must be invoked before calling the other APIs.
- The time-out limit for the APIs is 100 seconds. If the APIs don't run within 100 seconds, they must be run again with changed parameters or scope.
Communication panel management APIs
The communication panel is where you as an agent interact with the customer. Partner widgets built using Channel Integration Framework 2.0 are loaded in this panel. The widget in this version is displayed to the left of the session panel and supports Docked, Minimized, and Hidden modes.
Use the following APIs to manage the state of the communication panel (widget).
| Methods | Description |
|---|---|
| setWidth | Sets the panel width for all the sessions. |
| getWidth | Gets the panel width in pixels. |
| setMode | Sets the state of the panel. |
| getMode | Sets the state of the panel. |
CRUD operations APIs
Use the following APIs to perform CRUD operations on entity records.
| Methods | Description |
|---|---|
| createRecord | Creates an entity record. |
| retrieveRecord | Retrieves an entity record. |
| updateRecord | Updates an entity record. |
| deleteRecord | Deletes an entity record. |
Notification management APIs
Use the following APIs to display or cancel notifications about incoming conversations.
| Methods | Description |
|---|---|
| notifyEvent | Displays a notification that can be used to inform agent about an incoming conversation. |
| cancelEvent | Hides or cancels a notification based on the cancellation token, as specified in the notifyEvent method. |
Application tab management APIs
Use the following APIs to create and manage the state of an application tab.
| Methods | Description |
|---|---|
| createTab | Creates a tab in a focused session and returns the unique identifier of the created tab. |
| getTabs | Returns an array of tab identifiers associated with template name or template tags for tabs in the session in focus, if the session belongs to the channel provider. |
| focusTab | Sets the focus on a tab, if the focused session belongs to the channel provider and if the tab belongs to the session in focus. |
| getFocusedTab | Returns the tab identifier in a focused session, if the session belongs to the provider. |
| refreshTab | Refreshes the tab. |
| setTabTitle | Sets the title of the tab, if the focused session belongs to the channel provider and if the tab belongs to the session in focus. |
| closeTab | Closes the specified tab in the current session. |
Session management APIs
Use the following APIs to manage sessions in a multisession provider environment.
| Methods | Description |
|---|---|
| canCreateSession | Allows you to check if a new session can be created. |
| createSession | Creates a session based on the session template defined as part of the template and returns the unique identifier of the session that was created. |
| getSession | Returns an object containing the unique identifier of the session, context, and the value of isFocused parameter, if the session belongs to the channel provider. |
| getFocusedSession | Returns the unique identifier of the session that is in focus, if it belongs to the channel provider else returns null. |
| getAllSessions | Returns the array of session identifiers for a channel provider. |
| setSessionTitle | Sets the session title, if the session belongs to the channel provider. |
| requestFocusSession | Sets the focus on the session whose session identifier is passed as a parameter, if the session belongs to the channel provider. |
Channel analytics APIs
Use the following APIs to track event analytics.
| Methods | Description |
|---|---|
| logAnalyticsEvent | Invoke this method to log analytics for custom events. |
Session indicator APIs
Use the following APIs to indicate a key performance indicator (KPI) breach and to update the number of new activities in a particular session.
| Methods | Description |
|---|---|
| notifyKpiBreach | This method is used to indicate a KPI breach. When this method is used, a red circle appears on the display image of the contact when a KPI breach has occurred. |
| notifyNewActivity | This method is used to update the number of new activities in a particular session. |
Presence APIs
Use these APIs to set and retrieve the Omnichannel agent presence programmatically. You can use these methods when a blended agent is working on a third-party application with omnichannel, and you want to synchronize the presence states between different applications to ensure that agent capacity is optimally utilized.
| Methods | Description |
|---|---|
| setPresence | Allows presence to be set programmatically for the agent in the client session. |
| getPresence | Allows presence to be returned programmatically for the agent in the client session. |
Miscellaneous methods
| Methods | Description |
|---|---|
| getEntityMetadata | Returns the entity metadata for the specified entity. |
| setClickToAct | Sets a Boolean value to enable or disable the outbound communication (ClickToAct). |
| getClickToAct | Returns a Boolean value to indicate whether the outbound communication (ClickToAct) is enabled or not. |
| searchAndOpenRecords | The method searches for the record from the communication widget during the inbound communication and opens the record. |
| getEnvironment | Gets the current Unified Interface app and page details. The details include application ID(appid), pageType(pageType), record ID(id), organization geography (orgGeo) and session navigation type (navigationType). |
| openForm | Opens an entity form or a quick create form. |
| renderSearchPage | Allows you to search among the records of a particular entity type. This API opens the Unified Interface entity page with the search field on it prepopulated with the search string that is passed as a parameter. |
| addHandler | Adds the subscriber to the events.
Note This API can be used on both the widget and Unified Interface page. |
| removeHandler | Removes the subscriber from the events.
Note This API can be used on both the widget and Unified Interface page. |
| raiseEvent | Invokes the associated subscriber for the event.
Note If you've created custom events using the addHandler method, then you can raise those events by passing the event name as parameter in this method. |
| updateContext | This method allows you to set the automation dictionary. |
| updateConversation | This method allows you to update a conversation record. |
See also
What's new in Dynamics 365 Channel Integration Framework
System requirements for Dynamics 365 Channel Integration Framework 2.0
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