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

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