CRM
The adapter family
Plus adapters, version lists that age, the SDK, and Salesforce inside the IVR.
CRM integrations ยท foundation ยท 12 min full read
The technical requirements list Plus adapters for Agent Desktop Toolkit, Epic, Microsoft Dynamics 365, NetSuite, Oracle, Salesforce, ServiceNow, and Zendesk. They use HTTPS and Secure WebSocket. The desktop page says a pre-built adapter and Plus share the same underlying technology, and that a CRM SDK exists when you bring your own CRM.
- Name the adapter, the SDK, or the connector
- Keep WSS in the design
The product API page also names Web Connectors. A connector that pops a URL is not the same object as a full Plus adapter. Say which one you deployed.
From the technical requirements list.
Name it
For three systems, write adapter, SDK, or connector.
- Salesforce
- An internal CRM
- A simple URL pop
The three words are not interchangeable.
- ServiceNow listed? Yes.
- Homegrown CRM? CRM SDK.
- URL pop versus adapter? Name which one.
- Proxy? Must support WSS.
- Web adapter requirements. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- APIs and SDKs. vendor. last checked 2026-10.
- Technical requirements PDF. vendor. last checked 2026-10. Fetched for this lab in October 2026. Re-read before you buy hardware or open a firewall.
- RFC 6455, The WebSocket Protocol. rfc. last checked 2026-10.
Glossary. WEM: Workforce, quality, analytics, surveys, and recording. Native suite and a Verint partnership are both on the product page. Workforce engagement management
Sister technologies. RedSky. Emergency-location partner on the E911 data sheet. Not the ITSP. E911 data sheet
Config. For three systems, write adapter, SDK, or connector.
Troubleshooting. Leadership thinks they bought the Salesforce adapter. Agents click a bookmark. Install the adapter or document the connector.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.