Glossary, map, sisters, bridges, and hooks.

191 terms from the rooms. The glossary room is the short version you can search.

📖

Glossary room

A migration argument is usually two definitions of the same word.

Ecosystem mind map

Mind map

Connect owns the live contact. Forecasting and scheduling own the shift. Recording and evaluations own the proof. Profiles and the CRM own the person. E911 owns the agent's location during a 911 call. AI assist owns a recommendation, not the decision.

The same four questions work on a CUCM trunk and on a Connect flow.

• A flow log error with no Lambda log is a permission or a payload rejection.
• A CCP error that names TurnNlb is the network, even if the flow is perfect.
• A fast busy on a campaign is the zero quota until proven otherwise.
• A missing recording is the block, the bucket, or the key.

Seam examples this campus will draw in the lab: Salesforce embed, ServiceNow queue map, Teams chat, CUCM transfer, WFM agent events, QM via S3 or KVS, E911 whisper, analytics stream. Each row has a producer, a consumer, a key, a protocol, and the first fault to check.

If you cannot name the key, you are not ready to build the seam.

• ContactId joins contact-scoped tools.
• Profile id joins customer-scoped tools.
• Agent ARN or username joins WFM.
• CivicAddress joins only the 911 whisper.

Open the integration map room

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Finesse maps to the CCP or a Streams desktop. CUIC maps to real-time metrics, historical metrics, and the CTR. A recording trunk maps to the recording block and S3.

• Write one row per old object, with the Connect object and the pitfall.
• Skills can become proficiencies or extra queues. Pick one and say why.
• Hunt pilots become queues plus priority and delay.
• The lab translator does this row by row.

Open the mapping room CRM and CPaaS chapter

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

A hook has a schema and a permission. Write both down when you 'leave room' for a vendor. Room without a schema is a hope.

Open the future-hooks room

Glossary, mind map, and the sister systems that must store a key.

Integration maps and the bridges from the platforms you already run.

Future hooks: events, streams, views, and modules, not a CCP scraper.