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Solution Components and Architecture

The solution consists of the following components and configurations.



EF Connector

The telephony connector working as middleware between Cisco contact center infrastructure via Cisco Finesse and USD Connector

CTI Toolbar

CTI Toolbar is installed on the agent machine to interact with MS CRM and enables CTI controls for the agent.

USD Configuration

ExpertFlow CTI Configuration containing hosted controls, global configurations, actions, scriptlets, and navigation rules.

Component Diagram

Communication Flow Diagram

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