About this guide

This guide provides overview information about the application's telephony feature. Telephony enables automated caller routing and one-touch caller lookup, so a case can be immediately routed to a qualified service agent, who can instantly identify the caller and retrieve the caller's profile and case history.

Use this guide to learn about the features and integration process for telephony. This guide does not teach you about how to use the one-touch caller ID feature. It does describe the feature's functionality, the process by which it is integrated into the application, and the requirements for customers and vendors.