Agent Toolbar (CRM-Integrated Mode)

overview 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