About PureCloud Embeddable Framework


Coming soon: Private deployment of PureCloud Embeddable Framework. For more information, see the release notes.

The PureCloud Embeddable Framework integration enables a version of PureCloud’s contact center services inside your own systems and tools. 

Warning: Do not run different versions of the PureCloud embedded client (PureCloud for Salesforce, PureCloud for Zendesk, PureCloud for Chrome, PureCloud for Firefox, or PureCloud Embeddable Framework) side by side. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionality.

Overview

The PureCloud Embeddable Framework integration can be created and consumed as private or public deployments. Because the integration is customizable, implementations of the integration may look slightly different from the screenshots in the documentation.


Get started (private deployment)

Companies can develop their own integration and deploy it in their PureCloud organization for their private use. Developers create a framework.js file. Then administrators add the integration and upload the framework.js file to the company’s PureCloud organization. 


Get started (public deployment)

AppFoundry partners can develop an integration for public use by multiple companies. Developers create a framework.js file and then deploy it to the AppFoundry. Companies that want to use the integration can enable the integration in the AppFoundry.


Get started (agents)

After the integration is installed, log in and begin to use the client.


Client interface

From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.


Basic functionality

Learn about the call controls in the client and how to perform basic tasks on an interaction.


Advanced functionality

Learn how to perform more advanced actions inside the client. (Some of these items are only available to agents if administrators configure them.)


Supported PureCloud interaction types

PureCloud Embeddable Framework currently supports call, callback, outbound dialing, chat, email, message, and ACD voicemail interactions. For fuller functionality, run PureCloud alongside the client.


Troubleshoot

For any problems with PureCloud Embeddable Framework, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.