ICRM External CRM POC

RM Details

Logged Out

RM Name Praveen

Application External CRM Mock App

Telephony Engine Genesys Cloud WebRTC SDK

Current Availability Not connected to Genesys

Effective Station Not checked

Customer Profile

Inbound

Customer Name Waiting...

Mobile Number Waiting...

UCIC Waiting...

Segment Waiting...

Mapped RM Waiting...

Route Type Waiting...

Source Waiting...

POC Flow

Customer Call → Genesys IVR → RM Mapping → Custom CRM Softphone → RM Pool Fallback

This screen uses Genesys OAuth, Platform API, and WebRTC SDK. The incoming call card should appear only when a real Genesys call is routed to this logged-in RM user.

External CRM Call Control

WebRTC SDK Mode

ICRM External CRM POC

RM Details

Customer Profile

POC Flow

External CRM Call Control

Agent Softphone Panel

Call Event Log