Click-to-Act Not Working in Customer Service Workspace Tabs with a Third-Party CTI Provider
Our Customer Service workspace uses a third-party CTI integration built on Channel Integration Framework (CIF) 2.0. The CTI sidebar widget is configured as a third-party voice channel provider, with Enable Outbound Communication turned on. When an agent clicks the phone icon beside a phone number field, the third-party provider should start the outbound call. This worked in DEV. In the higher environment it only worked partly: Clicking the phone icon inside the third-party provider's own session tab started the call as expected. Clicking the phone icon on any other tab, such as a contact record opened in another session, did nothing at all. No call started, no error appeared and nothing showed in the CTI sidebar widget. The click event wasn't reaching the third-party provider. Instead it was going to another provider that had no dialler configured, so it failed silently. TL;DR: Make sure the Omnichannel channel provider (msdyn_omnichannel) has a higher Channel Order number th...
