Agent Toolbar (CRM-Integrated Mode)

the agent toolbar feature provides an alternate method for agents to login and access the core functions of the ameyo system, integrating them directly into a third party customer relationship management (crm) application in this mode, the crm serves as the primary agent workspace, eliminating the need for the agent to use the native ameyo console (unified agent desktop, or uad) \[user context] this approach allows for a unified desktop experience by embedding essential contact center controls directly within the crm interface this solution enables an agent to log in and conduct their work entirely through their configured crm interface benefits unified agent experience by embedding core telephony functions directly into the crm, agents eliminate the need to switch between multiple applications (uad and crm), promoting a single, consistent desktop environment enhanced data integrity and governance the capacity to restrict disposition to the crm ensures post call activities, such as note taking and customer status updates, are rigorously performed within the designated system of record streamlined workflow the availability of one level disposition significantly simplifies the call wrap up process for the agent granular security control administrators maintain precise control over the agent's interaction tools by enabling restrictions on core actions, including initiating call transfers, conferences, and manual dialing flexible integration the solution supports seamless integration with a wide array of existing third party crms using a generic connector with an sdk, or via standard pre built connectors use cases crm mandated workspaces this mode is essential for contact centers where adherence to the crm ( zoho, zendesk, salesforce, microsoft dynamics, freshsales, freshdesk ) as the primary workspace is a strict operational requirement enforcing compliance workflows employed in environments necessitating compulsory adherence to after call work policies, leveraging the crm's native workflow to guarantee data accuracy and compliance during call disposition simplified call handling ideal for teams that require a focused, distraction free environment, delivering core call controls directly to the agent's primary application (the crm) as an alternative to the full uad experience in house crm cti integrating core contact center functions into a proprietary or generic web based crm using the provided sdk/apis optimized sales/support dialing utilizing the click to dial , dispose etc functions directly from a customer or lead list in the crm prerequisites type of integration prerequisites & configuration standard connectors crm integration activation established crms (zoho, zendesk, salesforce, etc ) must be authorized and enabled for integration user mapping user ids must be consistent between ameyo and the crm for single sign on (sso) generic web toolbar (sdk/api) licensing & professional services a licensable feature requiring configuration by professional services technical requirements the third party crm must be web based, support an iframe for embedding, and include a container with the id ameyoiframediv user mapping user ids must be consistent between ameyo and the crm for single sign on (sso) authentication endpoint for crm backed sso, the crm must expose a post /login logout endpoint to handle session commands supervisor access (4 13 31+) starting from version 4 13 31, supervisors can log in to the agent toolbar to perform basic call operations (make/receive calls, transfer, etc ) this allows supervisors in crm integrated environments to use the same toolbar for occasional call handling without switching to the full supervisor console transfer enhancements (4 13 38+) starting from version 4 13 38, the transfer dropdowns (transfer to queue, transfer to campaign) in the toolbar show live counts of available agents and agents currently on call in each target, helping the transferring agent or supervisor pick the best destination inactivity based auto logout (4 13 40+) starting from version 4 13 40, an inactivity based auto logout can be configured for toolbar sessions if the agent does not interact with the toolbar for a configured period, the session is terminated automatically, freeing up the license seat and improving security cache and version management auto cache invalidation (4 13 43+) toolbar assets cached in the browser are automatically invalidated when the platform is upgraded, eliminating the need for agents to manually clear their cache after a 4 x upgrade automatic version updates on rpm install (4 13 44+) when a new platform rpm is installed, the toolbar version is updated automatically additionally, a server side version check runs on login to ensure the agent is always using the latest compatible toolbar build version history version enhancement release notes 4 13 31 supervisors can log in to toolbar for basic calls contact center patch release notes version 4 13 31 docid\ tdfm9vyqnaqt dshqf8dv 4 13 38 transfer dropdowns show live available/on call agent counts contact center patch release notes version 4 13 38 docid\ pkcoa9s 8fugrj3c5jiv4 4 13 40 inactivity based auto logout for toolbars contact center patch release notes version 4 13 40 docid\ cqzkwi8bin 4vs1ylgfbt 4 13 43 auto cache invalidation on 4 x upgrades contact center patch release notes version 4 13 43 docid\ q8gz 6mmizwmawdhh2pzt 4 13 44 automatic version updates on rpm install; server side version check on login contact center patch release notes version 4 13 44 docid\ ljv5xprpia3qyws8anpvr