CRM Features

Index of CRM integration features. Each feature uses postMessages on the Host CRM integration and Element API on the Generic CRM interface side.

Use Walkthrough for Avaya Infinity Configuration setup and usage, Protocol for postMessage and Element API flows, and Configuration for CRM Configuration where applicable.

Feature	Walkthrough	Protocol	Configuration	Host implementation
Click-to-dial	Feature Walkthroughs — Click to Dial	Click-to-dial	CRM Configuration — Configuration	Click-to-dial / consult
Click-to-consult	Feature Walkthroughs — Click to Consult	Click-to-consult	CRM Configuration — Configuration	Click-to-dial / consult
Screen pop	Feature Walkthroughs — Screen Pop	Screen pop	Workflow / interaction data — Configuration	Screen pop
CRM directory	Feature Walkthroughs — CRM Directory	CRM directory	Infinity Element — not a CRM Configuration flag	CRM directory (RPC)
Omnichannel — Synchronized	Feature Walkthroughs — Omnichannel	Omnichannel — Synchronized	CRM Configuration — Synchronized — Configuration	Omnichannel
Omnichannel — Complementary	Feature Walkthroughs — Omnichannel	Omnichannel — Complementary	CRM Configuration — Complementary — Configuration	Omnichannel

Resources

Overview & Architecture | Host CRM Integration | Host CRM Implementation | Generic CRM Protocol