Resources

CRM Integration Documentation

Chapter	Description
Overview & Architecture	Terminology, components, architecture diagrams, message flow
CRM Features	Feature index — links to walkthroughs, protocol, and configuration
Feature Walkthroughs	Enable and use click-to-dial, consult, screen pop, omnichannel, and CRM Directory
Host CRM Integration	Embed Agent, session lifecycle, `detach`
Zendesk Setup	Install the bridge app in Zendesk Support, API access, statuses, CRM Directory contacts
Mock CRM Setup	Run the local mock host CRM for development and feature testing
Host CRM Implementation	postMessage examples, RPC handlers, optional `_template/` reference
Configuration	CRM Configuration and feature flags
Generic CRM Protocol	postMessage message reference and Element API mapping

Bundled resources

Ready-to-use files in Avaya Infinity Generic CRM repository :

File	Purpose
zendesk_sample-app.zip	Sample application source (`src/app/crm/core/`, `_template/`, `infinity-element-crm-directory/`, Zendesk integration, mock CRM). Includes the root README with build and run steps (`npm install`, `npm start`). See Mock CRM Setup for local mock mode
crmdirectoryh.html	HTML for the CRM Directory Infinity Element — upload or paste into Infinity Element configuration in Agent Desktop
rungenerated.zip	Zendesk private app package with built assets in the ZIP — upload under Apps and integrations → Zendesk Support apps. `manifest.json` defines app locations (ticket sidebar, top bar, and so on) and loads HTML/JS/CSS from the package. If the authentication page is not available, add `.zdusercontent.com` to Keycloak — see CSP whitelist (Keycloak). If you do not have Keycloak admin access, raise a CloudOps* ticket instead

The Zendesk app package includes manifest.json (and translations/en.json) defining where the app appears in Zendesk Support and bundled HTML/JS/CSS. See Zendesk Setup for upload steps.

For CRM Directory element source and customization, see infinity-element-crm-directory/ in resources/zendesk_sample-app.zip.

Avaya Infinity Documentation

Resource	Description
Infinity Extensibility Framework	Framework overview
Element API Architecture	Element API families and architecture
Element API	Element API reference used by the Generic CRM interface
Infinity Elements	Building Agent Desktop elements

Related Packages

Package	Type	Purpose
`@avaya/infinity-elements-api`	Runtime Library	Element API used by the Generic CRM interface to communicate with Avaya Infinity Agent

Sample application

Resource	Description
zendesk_sample-app.zip	Reference implementation for Generic CRM integration — unzip and follow the included README to run locally

The folders below are included in zendesk_sample-app.zip:

Folder	Purpose
`src/app/crm/core/`	Generic CRM interface — shared protocol, voice, directory, omnichannel, and screen pop logic
`src/app/crm/_template/`	Optional reference — follow if helpful (message bridge, directory, availability, screen pop)
`infinity-element-crm-directory/`	CRM Directory Infinity Element — customize and run `npm run build:iife` for `dist-iife/index.html`

The Host CRM integration does not install or use @avaya/infinity-elements-api. All Element API communication is handled by the Generic CRM interface inside the bridge application.

For optional guidance on a custom bridge layout, see Documentation introduction — Custom bridge (optional, advanced).