Microsoft Customer Care Framework 2009, ExtCnctr, OLP-NL, GOV 66A-00222 User Manual
Product codes
66A-00222
Copyright © 2008 Microsoft Corporation
7
Patterns leverage Windows Communication Foundation and have been built on WS-* standards
in order to maximize interoperability and extensibility.
in order to maximize interoperability and extensibility.
Dynamic Service Policy Patterns – DCS facilitates centrally storing and managing the service
policies. When the DCS based service starts, it contacts the central policy service, retrieves the
relevant policies and configures its WSDL and receive pipeline according to the policies.
policies. When the DCS based service starts, it contacts the central policy service, retrieves the
relevant policies and configures its WSDL and receive pipeline according to the policies.
2.1.3 Configuration Server
The CCF Configuration Server allows developers to dynamically create .NET configuration files from
hierarchical sets of assertion about an application context. These assertions may be related to user roles,
business environments or geographical locations for example.
CCF also provides the ConfigurationUpdater client API that allows interaction with the configuration
server
2.1.4 CCF Databases
The CCF Data layer is used to store configuration and audit information (activities performed by a CCF
Client component). CCF requires the Databases to be hosted in Microsoft SQL Server to host the
Databases.
CCF also allows generating reports from the persisted audit information with SQL Reporting Services.
2.2 CCF Client Components
2.2.1 Application Integration Framework (AIF)
The Application Integration Framework (AIF) is a software application framework that facilitates
information sharing, interaction and communication between applications and processes running on the
client. It is built upon the “Pattern & Practices” Composite UI Application Block (CAB). AIF leverages the
CAB utilities and services for messaging, visual containment, application loading, state management, etc.
In CCF, AIF is used by the integrated desktop: a Windows Smart Client that runs on the Customer Service
Representatives (CSRs) workstation within Microsoft’s Windows XP® or Windows Vista® operating
system.
The Customer Care Framework Integrated Desktop (ID) is a reference implementation that enables the
reuse of existing line-of-business applications. It provides a composite user interface that clearly shows
how applications and services can work together within shared workflows, computer telephony
integration (CTI), and session management. Some of the key features:
reuse of existing line-of-business applications. It provides a composite user interface that clearly shows
how applications and services can work together within shared workflows, computer telephony
integration (CTI), and session management. Some of the key features:
ID optimizes the CSR’s desktop by combining existing resources into a single user interface. The
unified user interface that ID provides enables CSRs to work more efficiently and with higher
accuracy.
unified user interface that ID provides enables CSRs to work more efficiently and with higher
accuracy.
ID is highly customizable. The source code supplied with CCF is a reference implementation that
enables the development of user interfaces that meet specific business requirements.
enables the development of user interfaces that meet specific business requirements.