Configure InteractionSync for the Unified Interface

Dynamics 365 Online released a new user interface named “Unified Interface” which is now the default for any new deployments. To help partners integrate with Unified Interface, Microsoft developed a new API called Channel Integration Framework (CIF).

See https://docs.microsoft.com/en-us/dynamics365/customer-service/channel-integration-framework/channel-integration-framework.

This API provides a static area within Unified Interface for a “softphone” to be embedded. CIF has two versions of the API:

CIF v1 – Initial version which supports Customer Service Hub, Sales Hub, and any model-driven App where the softphone area is on the right side.
CIF v2 – Latest version which added support for Customer Service Workspace and Omni-Channel for Customer Service.

Note: Microsoft Channel Integration Framework is not available for Dynamics 365 On Prem.

Figure 1 - Customer Service Hub with InteractionSync Softphone on right (CIF v1)

Figure 2 - Customer Service Workspace with InteractionSync Softphone on left (CIF v2)