29. March 2016 11:32

TelephoneIntegration supports UnifiedServiceDesk (USD)

Filed Under(CRM 2015/2016 | TelephoneIntegration 2015) By pkorosec

Instead of opening contact/account/lead CRM records in InternetExplorer, the CRM records are opened in the USD client.



The USD client must be installed on the local machine.

The USD package must be deployed in the CRM organization.

A TelephoneIntegration Server-side setting key “UseUSD” must be set with key value “true”.

Also, the CRM / settings / USD needs to be set up properly:

a. ) CRM administrator must add the USD settings as described in the attached PDF document ( the hard way )


b.) CRM admin uses the CRM Configuration Migration Tool to import the PTMUSDCTI.zip file. (the easy way )

Restart of USD client and TI client.

TI addon integration with Unified Service Desk.pdf (581.49 kb)

PTMUSDCTI.zip (74.45 kb)

That’s it! We appreciate your feedback! Please share your thoughts by sending an email to support@mscrm-addons.com.

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