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
Name of application displayed on the tab.
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
Defining the application to be launched when the agent desktop is started or during a session start.
Dependent on Workflow
Yes, to launch the application when a workflow is triggered and No otherwise
Display Group
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
Zero if no predefined size and to maximize by itself to fit in to the tab.
Optimal Size X,Y
Zero if no predefined size and to maximize by itself to fit in to the tab.
Use No Adapter
Adapters are mainly used for UI automation and in this case we don't use any.
Application is Dynamic
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
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
Maximum response time required to launch the external application.
Automation XML



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.

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