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Administering Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud

Table of Contents

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  • Notices
  • Introduction
    • Purpose
    • Change history
  • Avaya Workspaces for CRM integration with Salesforce overview
    • Checklist for configuring Avaya Workspaces for CRM in Salesforce
    • Installing the APEX package
    • Enabling the Lightning Experience application to display the Avaya Workspaces for CRM softphone
    • Downloading the CRM configuration file
    • Importing the Call Center Definition file
    • Configuring your call center
      • General Information field descriptions
        • Building a URL for the Web Agent Widget URL field
      • Dialing Options field descriptions
      • Softphone Options field descriptions
      • Activity Options field descriptions
      • Screen Pop Options field descriptions
        • Advanced screen pop data: Custom Visualforce page
        • Advanced screen pop data: Custom Flows
        • Advanced screen pop data: Custom Lightning components
      • Server Configuration field descriptions
      • Reason Codes Enabled field descriptions
      • Not Ready Reason Codes Map with Omnichannel field descriptions
      • Label Options field descriptions
    • Configuring a softphone layout
    • Configuring screen pop settings for inbound calls
    • SSO for Salesforce
      • Checklist for enabling SSO in Salesforce
      • Creating a metadata file in Salesforce
        • New Connected App page descriptions
      • Adding users in Salesforce
      • Uploading the metadata file to Avaya Experience Platform Public Cloud
        • SAML Server field descriptions
      • Allowlisting the Salesforce domain name
        • Account page field descriptions
      • Creating users for Salesforce SSO
        • New User page field descriptions
  • Avaya Workspaces for CRM integration with Dynamics 365
    • Checklist for configuring Avaya Workspaces for CRM in Dynamics 365 CIF 1.0
    • Downloading the CRM configuration file
    • Importing a solution
    • Adding the contact center entities to a Power App
    • Configuring your contact center
      • General field descriptions
      • Server Configuration field descriptions
      • Dialing Options field descriptions
      • Activity Options field descriptions
      • Softphone Options field descriptions
      • Reason Codes Enabled field descriptions
      • Label Options field descriptions
      • Location API Settings field descriptions
      • Screen Pop Options field descriptions
    • Configuring a channel provider in the Channel Integration Framework Power App
      • New Channel Provider field descriptions
      • Building a URL for the Channel URL field
    • SSO for Dynamics 365
      • Checklist for enabling SSO in Dynamics 365
      • Adding the Azure Active Directory SAML Toolkit
      • Configuring URLs
        • Figuring out your Sign on URL
      • Converting uppercase domain names to lowercase
      • Adding users and groups in Dynamics 365
      • Allowlisting the Dynamics 365 domain name
        • Account page field descriptions
      • Creating a metadata file in Dynamics 365
      • Uploading the metadata file to Avaya Experience Platform Public Cloud
        • SAML Server field descriptions
      • Creating users for Dynamics 365 SSO
        • New User page field descriptions
    • Checklist for configuring Avaya Workspaces for CRM in Dynamics 365 CIF 2.0
    • Creating a new agent experience profile
      • Adding users to the new agent experience profile
    • Creating a CIF provider for the new agent experience profile
      • CIF provider field descriptions
      • Building a URL for the Custom Parameters field
    • Configuring your contact center for CIF 2.0
      • Activity Options field descriptions
      • Softphone Options field descriptions
      • Reason Codes field descriptions
    • Creating a table for your contact center logs for ongoing interactions
  • Avaya Workspaces for CRM integration with ServiceNow overview
    • Checklist for configuring Avaya Workspaces for CRM in ServiceNow
    • Downloading the CRM configuration file
    • Importing the contact center configuration
    • CORS rules
      • REST APIs description
      • Adding a CORS rule for openframe
      • Adding a CORS rule for Table API
      • Adding a CORS rule for Contact
      • Adding a CORS rule for Consumer
      • Adding a CORS rule for AI Search Assist
    • Configuring your contact center
      • Configuring your contact center field descriptions
        • Building a URL for the URL field
      • Dialing Options field descriptions
      • Softphone Options field descriptions
      • Activity Options field descriptions
      • Screen Pop Options field descriptions
      • Reason Codes Enabled field descriptions
      • Server Configuration field descriptions
      • Label Options field descriptions
    • Adding Avaya Experience Platform Public Cloud to the list of trusted domains
    • Creating a table for your contact center logs
      • Adding custom fields to the table using the Form Designer application
        • Custom fields description
  • Common features
    • Consult configuration
    • ACW administration
    • Enabling ACW for a queue
    • Response templates
    • Avaya Experience Platform Public Cloud VDI solution for Citrix
      • Limitations of using Citrix VDI
      • Network latency in a Citrix VDI environment
      • Checklist for enabling VDI support for agents
        • Enabling the VDI feature for an agent
        • Registering Google Chrome and Microsoft Edge (Chromium) with the Citrix redirection service
        • Adding Citrix URL as trusted domain
    • Attributes and engagement parameters
      • Custom parameter use cases
  • Resources
    • Resources for Avaya Experience Platform™ Public Cloud
      • Documentation
        • Related documents and videos
        • Avaya Documentation Center navigation
        • Resource Center
          • Accessing online help
          • Welcome guides
      • Training
      • Support
        • Using the Avaya InSite Knowledge Base
    • Resources for Avaya Experience Platform™ (On-Prem + Connect)
      • Documentation
        • Related documents
        • Avaya Documentation Center navigation
      • Training
      • Support
        • Using the Avaya InSite Knowledge Base
  • Glossary
    • After Contact Work
    • Agent ID
    • Agent state
    • Alerting
    • Allowlist
    • Avaya Cloud Office
    • Avaya Spaces
    • Avaya Workspaces
    • Barge in
    • Calculated metric
    • Carousel
    • Chat with corporate contacts
    • Coach
    • Connectors
    • Consult complete as conference
    • Consult complete as transfer
    • Consultation call
    • Contact center
    • Contact Center as a Service
    • Conversation
    • Corporate Contacts widget
    • Cross-Origin Resource Sharing
    • Custom group
    • Custom metric
    • Customer identifier
    • Customer Relationship Management
    • Digital interaction
    • Digital Library
    • Disposition code
    • Events
    • Facebook account
    • Group chat
    • Inbound
    • Incoming connection
    • Integration
    • Interaction
    • Interaction details
    • Internal extension call
    • Interval
    • Layout
    • Mapping
    • Chat and messaging widget
    • Metric formula
    • Microsoft Teams
    • Microsoft Teams channel
    • Outbound
    • Outgoing connection
    • P-Intrinsics
    • Pop-out
    • Postback
    • Producer
    • Profiles
    • Provider for corporate contacts
    • Redirection on No Answer
    • Representational State Transfer API
    • Report type
    • Restricted account
    • Retrieve credentials
    • Roll-up
    • Routing rules
    • SAML
    • SAML Identity Provider
    • Self service
    • SLA
    • Softphone
    • Station ID
    • Supervisor dashboard
    • Threshold
    • Threshold class
    • Task output
    • UX Profiles
    • Voice interaction
    • Wait treatment
    • WhatsApp business account
    • WhatsApp template
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Administering Avaya Workspaces for CRM for Avaya Experience Platform™ Public Cloud
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Last Updated : Nov 14, 2023 |
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