Third-Party Applications

Third-party web applications are developed by third-party vendors or system integrators and can be placed in the extension area as an iframe.

With the extension area feature it is possible to embed a webpage inside the Communication Panel application through iframe technology. The feature enables enhancing and integrating contact center processes outside the Contact Center application.

The interface allows bidirectional data exchange between Communication Panel and the third-party application. For example, you can read a customer’s phone number, make a CRM look-up and display the search results in the extension area. With a chat-type conversation you can utilize third-party assistance service that proposes suitable answers to customer’s queries. You may also command a new call, message or email in the application.

The third-party application is configured for queues, so different applications may be used with conversations that originate from different queues. Or all queues, or part of them, can use the same application. The number of applications is not limited.

Third-party extensions are configured in System Configurator Queue Management.