Universal Timeline Service
The Universal Timeline Service is a separate service used for the following products:
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WebAgent, Learn More
Provides a web service to retrieve timeline information of the contact.
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Bridg, Learn More
Provides a web service to retrieve timeline information of the contact.
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Extension Window for Skype for Business, Learn More
Provide a unified timeline based on results of the CRM plugins
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Csv Plugin
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Dynamics 365 Plugin
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No matter what medium your client uses to contact you, as long as their details are in your CDR database, the timeline will contain all previous moments of contact.