Wednesday, May 9, 2012

Customer Session - Opening CRM Customer Cases In CCA

Customer Care Accelerator (CCA) for Microsoft Dynamics CRM focuses on delivering contact centre based functionality, such as the ability to create a unified desktop by combining different line of business applications and displaying it in a single user interface.  

CCA could launch CRM Cases related to the customer calling in and here I explain how to configure and launch Customer related cases when the session starts within CCA. When the agent desktop session starts, I want the Customer Cases to be launched on my agent desktop. The following Uii Hosted Application configurations will launch the Customer Cases as a session based application when the agent desktop session starts.































The Url will be set as about:blank; initially and will be overridden by the default action. This approach is taken to dynamically populate the customer ID from context.

The following Uii Actions should be set.


The %CustomerId is used to represent the context value CustomerId. The CCA integration framework will look for query string parameters with the % sign and will identify those as Context based values and will replace them with the respective context value when the session starts.

Hope this is made clear. Thanks....

Tuesday, March 6, 2012

Windows Hosted Application in CCA

Customer Care Accelerator (CCA) for Microsoft Dynamics CRM focuses on delivering contact centre based functionality, such as the ability to create a unified desktop by combining different line of business applications and displaying it in a single user interface.  

CCA could launch Windows Application and here I explain how to launch a Calculator application as an External Hosted Application within CCA. When the agent desktop starts, I want the Calculator application to be launched on my agent desktop as a second tab. The following UII configurations will launch the Calculator as a global application when the agent desktop is started.



Windows Application UII Configuration
Details
Value
Comments
Name
Calculator
Name of application displayed on the tab.
Owner
Created By User
This will be the user who creates the UII config.
Sort Order
Optional number field
An integer number to specify the order of the application launched within the agent desktop.
Hosted Application Type
External Hosted Application
Type of application hosted using the UII config. Win. App. will use externally hosted application setting and UII hosted app, the hosted app. setting
Application is Global
Yes
Defining the application to be launched when the agent desktop is started or during a session start.
Dependent on Workflow
No
Yes, to launch the application when a workflow is triggered and No otherwise
Display Group
MainPanel
Panel on which the application is launched, Agent desktop has several panels on which we could launch the application. We can add new panels to the agent desktop by editing the MainWindow.xaml
Minimum Size X,Y
0,0
Zero if no predefined size and to maximize by itself to fit in to the tab.
Optimal Size X,Y
0,0
Zero if no predefined size and to maximize by itself to fit in to the tab.
Adapter
Use No Adapter
Adapters are mainly used for UI automation and in this case we don't use any.
Application is Dynamic
No
No, because we need it to be launched when the agent desktop is launched and Yes, if it’s manually launched using the quick launch.
External App URI
C:\Windows\System32\calc.exe
URL to access the external application.
Application Hosting Mode
Use SetParent
"Use SetParent" will launch the application within the agent desktop, if chosen "Host Outside" will display outside agent desktop and "Use Dynamic Positioning" to display in a specific position on the Desktop.
Main Window Acquisition Timeout
5000
Maximum response time required to launch the external application.
Automation XML


<DataDrivenAdapterBindingsCollection>

<DataDrivenAdapterBindings>
<Type>Microsoft.Uii.HostedApplicationToolkit.
DataDrivenAdapter.WebDataDrivenAdapter, 
Microsoft.Uii.HostedApplicationToolkit.
DataDrivenAdapter</Type>
<Controls/>
</DataDrivenAdapterBindings>
</DataDrivenAdapterBindingsCollection>


Data Driven Adapter Binding to set the calculator application within the main window panel.
The Agent desktop once started will launch Calculator as displayed below.

Thanks for reading my blog. Good Luck.

Saturday, January 28, 2012

Creating My First Web Hosted Application In CCA

Microsoft Dynamics CRM provides a range of accelerators as an add-on to the product. These accelerators are used to extend the functionality provided by CRM and will give specific functionality to users on top of the Dynamics CRM platform. 

Customer Care Accelerator (CCA) for Microsoft Dynamics CRM focuses on delivering contact centre based functionality, such as the ability to create a unified desktop by combining different line of business applications and displaying it in a single user interface. Most of the accelerators for Dynamics CRM are available free and CCA is also an open source available to download free from Codeplex website. Because CCA is an open source, there is very little help or support available for this framework.

Here I wish to have my first UII application configuration for a Web Application Hosted within CCA. When the agent desktop starts, I want the Google website to be launched on my agent desktop. The following UII configurations will launch the Google website as a global application when the agent desktop is launched.




Google Application UII Configuration
Details
Value
Comments
Name
Google
Name of application displayed on the tab.
Owner
Created By User
This will be the user who creates the UII config.
Sort Order
Optional number field
An integer number to specify the order of the application launched within the agent desktop.
Hosted Application Type
Web Hosted Application
Type of application hosted using the UII config. Win. App. will use externally hosted application setting and UII hosted app, the hosted app. setting
Application is Global
No
Defining the application to be launched when the agent desktop is started.
Dependent on Workflow
No
Yes, to launch the application when a workflow is triggered and No otherwise
Display Group
MainPanel
Panel on which the application is launched, Agent desktop has several panels on which we could launch the application. We can add new panels to the agent desktop by editing the MainWindow.xaml
Minimum Size X,Y
0,0
Zero if no predefined size and to maximize by itself to fit in to the tab.
Optimal Size X,Y
0,0
Zero if no predefined size and to maximize by itself to fit in to the tab.
Adapter
Use No Adapter
Adapters are mainly used for UI automation and in this case we don't use any.
Application is Dynamic
No
No, because we need it to be launched when the agent desktop is launched and Yes, if it’s manually launched using the quick launch.
Application Hosting Mode
Use SetParent
"Use SetParent" will launch the application within the agent desktop, if chosen "Host Outside" will display outside agent desktop and "Use Dynamic Positioning" to display in a specific position on the Desktop.
URL
www.google.com
URL to access the web page.


The Agent desktop once started will display Google as displayed below.

I will be posting more about CCA in my following posts. Watch this space. Good Luck!