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Flow and Architecture Diagram

Flow Diagram

CRM CTI Connector - Communication Flow Diagram-Page-4.drawio.png


  1. Inbound Call land on VXML Inbound Script

  2. The call will land on Finesse via ICM  

  3. As soon as the call lands on the Agent, the Call Parking Gadget will allow the agent to park the Call by providing a parking reason. 

  4. Once the park button is pressed, Call will be transferred to ICM DN, which then transfer calls to the call parking VXML application 

  5. All parked calls will be visible in the call parking gadget 

  6. When an agent retrieve  the call, VXML transfer the call back to ICM, and ICM will land the call on the same agent who retrieves the call 

High Availability Architecture

Call Parking Architcture 2.png