Standalone Widgets

This section lists the widgets that work standalone in a layout outside the softphone. This also provides better access to the widgets. Currently, the standalone widgets are restricted only to the below deployments:

1. Service Cloud Voice – the widgets can be embedded inside a Lightning page to be used inside SCV.

2. Salesforce OpenCTI - The widgets can be embedded inside a Visual force page and to be used with Amazon and Cisco OpenCTI.

3. Acqueon Workspace for Amazon Connect

   • When you use Acqueon Workspace layout as the base Workspace, you can embed the softphone and widgets inside the layout.

   • The widgets can be used together with a horizontal or vertical softphone.

   • The widgets can be spread in a single page or across multiple tabs.

4. Acqueon Workspace for Cisco

   • When you use Acqueon Workspace layout as the base Workspace, you can embed the softphone and widgets inside the layout.

   • The widgets can be used together with a horizontal or vertical softphone.

   • The widgets can be spread in a single page or across multiple tabs.

5. Acqueon Workspace for Amazon CCP

   • Users can also use Amazon CCP for Agent state change and call controls instead of Acqueon softphone. Agent can receive, hold, mute, transfer, Conference and end the call from Amazon CCP.

   • The standalone AD widgets can be used along with Amazon CCP to Screen Pop the customer information during an Outbound Call using HVOC. The Amazon CCP can be added as a Widget using the Workspace configurator and can be placed in the layout.

   Note:

   For tethered architecture, you can use only Acqueon softphone.

6. Acqueon Workspace widgets integration with Genesys CCaaS desktop. The standalone AD widgets can be used along with Genesys CCaaS desktop to screen pop the customer information during a call.

   Note:

   When the screen refreshes, the Genesys phone state is not always in sync with the AD gadgets. The phone state syncs with AD only when you manually change the status.

7. The standalone AD widgets and EHR Connector can be used along with the Genesys Embeddable Framework to screen pop the customer information during a call.