Cloud Contact Center supports integration into your business system via iframe, solving the problem of connecting Cloud Contact Center with the business system.
When there is an inbound call/session, the system can automatically call up data from the business system and display it for the customer service agent.
When agents need to make a call, they can call up the dial pad in the business system.
Inbound Call Pop-up Effect
Operation Steps
1. Go to the Cloud Contact Center Management Console, choose General Settings > Inbound Call Pop-up in the left navigation bar to enter the page for the inbound call pop-up, and in the upper left corner click Add Inbound Call Pop-Up.
2. In the Add Inbound Call Pop-Up dialog box, enter the following information:
Page Name: The information filled out will be displayed in the inbound call pop-up tag of the agent workstation.
URL: To ensure the security of your call data, Cloud Contact Center only supports logging in via HTTPS protocol, so the inbound call pop-up only supports URLs with the HTTPS protocol. For example: https://andon.xxx.com/ticket/list/
Always Visible: Once enabled, the inbound call pop-up page will always be displayed; otherwise, it will only pop up when there is an inbound call.
Status: To make the inbound call pop-up effective, you need to turn this on.
3. After you finish the configuration, you can see the effect immediately by refreshing the page on the workstation, as shown in the following figure.
Parameters Related to Accessing the Business System
When there is a new inbound call/session, the related parameters are spliced on the hash of the URL and listened to through HashChange.
Example: Take Tencent's website as an example. If the page address you entered is: https://www.qq.com, each time when there is an inbound call, the URL we request would be: https://www.qq.com#?mobile=18888888888&type=phone.
Explication of parameters for inbound call pop-ups:
Parameter
Description
Parameter Description
mobile
Mobile number
/
userId
Phone/Web channel: User ID
WeChat channel: User's WeChat OpenID
/
nickName
User's WeChat nickname
/
avatar
User's profile photo
/
status
User status
100: Incoming call
200: Connected
400: Ended
type
Service type
phone: Phone
im: WeChat/Web page channel graphic conversation
om: Omnimedia, audio call only
oim: Audio call + Graphic conversation
agentEmail
Agent's email address
/
agentMobile
Agent's mobile number
/
agentNickName
Agent's nickname
/
agentRoleId
Agent role
Admin
General agent
sdkAppId
Application ID
/
Outbound Call Capability
Display Effect
Operation Steps
If you need to configure the Outbound Call button in your business system and make a call, you can call the ccc-sdk in your business system's outbound call feature to call the Cloud Contact Center dial pad. In the future, we will support the access of communication-related parameters during an outbound call. Then you can use the communication-related parameters during the outbound call for your business system.
The call method is as follows:
window.parent.postMessage({
source:'ccc-sdk',
payload:{
event:'callOut',
message:{
phoneNumber:'15889xxxxxx',// Required
desc:'Mr. Liu'// The system displays the field during an outbound call. It is optional. Displays phoneNumber when not present.
}
}
},'*')
Sending Custom Cards
Display Effect
Operation Steps
You can call the ccc-sdk in your business system to send card messages to the currently online conversation. Card messages support four fields: title, description, photo, and the URL to jump to after clicking.
Yes
No
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