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• 1 How do I use Computer Telephony Integration (CTI)?
  • What's Computer Telephony Integration (CTI)?
  • CTI integration overview
  • What's a Media Toolbar?
• 2 Set Up CTI Configurations
  • Configure a user for CTI
  • Configure the Media Toolbar
• 3 Media Toolbar Integration
  • Introduction to the media toolbar integration
• 4 Build Your Own CTI Application using OJET
  • Overview
  • Create a JET application
  • Add the Call Panel component to your application
  • Create the project structure
  • Integrate the UEF Library for Handling Call Flows
    • Overview of integrating UEF library for handling call flows
    • Toggle agent availability
    • Show Incoming Call Notification
    • Accept an incoming call from the Fusion application or toolbar application
    • Disconnect or reject an incoming call from the Fusion application or the toolbar application
    • Outbound calls
  • How to start your OJET application from a compressed file
• 5 Build the CTI toolbar as a Visual Builder App UI
• 6 Manage Real Time Channel Configurations
  • Configure screen pop rules for Service Center
  • Configure Screen Pop Rules for Help Desk, Fusion Sales, and CX for Utilities
  • Configure the Reverse Lookup logic using Lookup Filters
• 7 Extend Real Time Channel UIs
  • Pre populate the Contact form fields from the chat launch form or an IVR
  • Extend the Phone Call or Chat Header
  • Extend the Contact Verification card
  • Extend the Wrap Up UI
  • Pre populate SR fields from chats or phone calls
  • Extend Screen Pop
• 8 Accelerators
  • Overview of using accelerators with CTI
  • Twilio
    • Overview of integrating with Twilio
    • Set up Toggle Agent availability in Twilio
    • Show incoming call notification in Twilio
    • Accept incoming call in Twilio
    • Disconnect or reject an incoming call in Twilio
    • Make an outbound call with Twilio
  • Genesys
    • Overview of Genesys integration
    • Configure the softphone application
    • Microservice using PSDK
    • Set up toggle Agent Availability in Genesys
    • Show incoming call notification in Genesys
    • Accept incoming call in Genesys
    • Disconnect or reject an incoming call in Genesys
    • Make an outbound call in Genesys
  • Amazon
    • Overview of Amazon integration
    • Configure Amazon Connect
    • Configure Amazon Connect Streams API Dependency
    • Set up Toggle Agent Availability in Amazon
    • Show incoming call notification in Amazon
    • Accept incoming call in Amazon
    • Disconnect or reject an incoming call in Amazon
    • Make an outbound call in Amazon
    • Disconnect or reject an incoming call from the Fusion application or the toolbar application
• 9 Use Gen AI with CTI
  • Introduction to Gen AI and CTI
  • Prerequisites for using Gen AI features with CTI
  • Add a call transcript
  • Show agent assistance suggestions during phone calls
  • Share agent assistance suggestions using text messages during phone calls
  • Generate a call summary
• 10 Accelerators with Gen AI support
  • Integrating with Twilio
    • Add a call transcript, show suggestions and summarizations in Twilio
    • Share Gen AI suggestions with Twilio using SMS
  • Integrating with Genesys
    • Add a call transcript, show suggestions, and summarizations in Genesys