Configuration

Overview

CRM integration features are configured in CX Management → CRM Configuration in Avaya Infinity Configuration. Assign a CRM Configuration to each user (see Feature Walkthroughs).

The Generic CRM interface reads the assigned CRM Configuration via Element API when the Agent session starts and uses it to decide which features to bind. The Host CRM integration does not read CRM Configuration directly — implement handlers for the messages the Generic CRM interface sends (voice:bind, request, availability:bind, and so on).

Feature flags (Generic CRM interface)

The Generic CRM interface maps CRM Configuration settings to feature flags internally. The Host CRM integration learns which features are active from the bind and RPC messages it receives.

Field	Type	Description
`clickToDial`	`boolean`	Enable click-to-dial
`clickToConsult`	`boolean`	Enable click-to-consult
`omnichannelEnabled`	`'S'` \| `'C'` \| `'N'`	Omnichannel mode
`complementaryDefaultStatus`	`string`	Host CRM status for Complementary mode

Boolean values may be sent as 0/1 or string values ("true", "1").

Example (Generic CRM interface internal shape)

{
  "clickToDial": true,
  "clickToConsult": true,
  "omnichannelEnabled": "S",
  "complementaryDefaultStatus": "Busy"
}

Omnichannel Modes

Configure Omnichannel Enabled in CRM Configuration:

Mode	Value	Description
Synchronized	`'S'`	Host CRM availability mirrors Infinity agent state
Complementary	`'C'`	Host CRM and Infinity maintain complementary availability states
No	`'N'`	Omnichannel synchronization is disabled

When omnichannel is No, the Generic CRM interface does not bind availability postMessages or send status requests to the Host CRM integration.

Agent Configuration

The Generic CRM interface reads additional agent settings via Element API for voice and omnichannel features. These are not passed to the Host CRM integration — the Generic CRM interface uses them directly.

Field	Used for
`defaultOutboundQueue`	Outbound queue for click-to-dial
`queues[]`	Queue resolution for `createVoiceInteraction()`
`personalQueueId`	Fallback outbound queue
`userId`	`setAgentStatus()` calls

See Outbound queue in the Generic CRM Protocol reference.

CRM Configuration

Create and edit CRM Configuration records under CX Management → CRM Configuration in Avaya Infinity Configuration. Assign the configuration to each user. Changes take effect on the next Avaya Infinity Agent session.

Screen pop and workflow configuration

Screen pop is not enabled by a CRM Configuration feature flag. Attach CRM record data to the interaction in Avaya Infinity workflow / interaction configuration so updates include screen pop information for the host CRM.

CRM directory

Within the bridge application, CRM directory is implemented as an Infinity Element. CRM Configuration does not control directory availability — only whether that Infinity Element is assigned to the user (and configured on the queue). When the assigned Infinity Element requests contacts, the Generic CRM interface forwards a fetchDirectory request to the Host CRM integration.

See Feature Walkthroughs — CRM Directory for Infinity Element assignment and Host CRM Implementation — CRM directory for the RPC handler.

Resources

CRM Features | Host CRM Integration | Host CRM Implementation | Generic CRM Protocol