Help Center/ Cognitive Engagement Center/ Operation Management - Agent Workbench Integration with Third-Party Web Pages/ Scenario 1: Integration by Using a URL (in GET Parameter Transfer Mode)/ Overview

Updated on 2024-03-05 GMT+08:00

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Overview

When an enterprise directly uses the CEC agent framework as the call center system, the system can open a customized page (for example, page for viewing customer information) when an agent answers a call. This section describes the configuration.

The enterprise page embedded in the agent framework is implemented based on the inbound call screen pop-up configuration. The following figure shows the integration principle.

Figure 1 Integration principle

The data transmitted by the URL includes:

Calling number
Called number
Media type (voice or multimedia)
Call type (inbound call or outbound call)
Platform agent ID of an agent
Skill queue
Skill queue ID
Business account of an agent

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