Embedded Communications Framework

It is possible to embed contact center functions in business applications with Embedded Communications Framework (ECF) widgets. The following widgets are available:

• User-defined tasks for creating business process routing items

• Multi-chat for sending text chats

• Video chat for displaying video stream

• Status for changing the agent status

• Queue login for displaying queues and for logging in and out of queues.

• Voice functionality for making and receiving calls, and for putting them on hold

• Presence for viewing and changing an active presence profile

• Transfer for calls and chats

• Destination input for entering a name or number to define where the chat or call should be transferred to

• E-mails and attachments
• Scripting

• Consultation call and consultation text chat