About calls in the PureCloud embedded clients


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Agents can make and receive calls in the client. 

The following content applies to PureCloud for Chrome and PureCloud for Firefox.

Inbound calls (agents)

PureCloud routes calls to queues. Agents pick up calls in the client like any other interaction. 


Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.


Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.


Scripts (agents)

Agents can use scripts with call interactions.


Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.


Additional resources

For more information about the integrations, see the main landing page.

Inbound calls (agents)

PureCloud routes calls to queues. Agents pick up calls in the client like any other interaction. 


Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.


Scripts (agents)

Agents can use scripts with call interactions.


Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.


Additional resources

For more information about the integrations, see the main landing page.

Inbound calls (agents)

PureCloud routes calls to queues. Agents pick up calls in the client like any other interaction. 


Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.


Outbound calls (administrators)

Administrators can create click-to-dial functionality on custom Visualforce pages.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.


Scripts (agents)

Agents can use scripts with call interactions.


Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.


Additional resources

For more information about the integration, see the main landing page.

Inbound calls (agents)

PureCloud routes calls to queues. Agents pick up calls in the client like any other interaction. 


Outbound calls (agents)

Agents can make outbound calls directly, on behalf of a queue, or by using click-to-dial. They can also make conference calls.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.


Scripts (agents)

Agents can use scripts with call interactions.


Scripts (administrators)

Administrators can add scripts to call interactions with Architect flows.


Additional resources

For more information about the integration, see the main landing page.