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CTI Extension in Browser UI - Agent Browser UI Extensibility Framework Quick Start Guide

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edited Jun 13, 2022 4:10AM in General Technical Discussions 2 comments


NOTE: In November 2017, Oracle released the Telephony and SMS Accelerator for Browser UI.  This accelerator demonstrates how to implement an integration between BUI and Twilio, which provides telephony and SMS services (among others).  We recommend reviewing the accelerator as it is a more robust example of a working CTI solution in Browser UI.


In this article, we will explore the implementation of a simple CTI extension with the extensibility framework available in Oracle Service Cloud’s Browser UI included in 17.2. By using common web technologies such as HTML, CSS, and JavaScript, you can build powerful tools that extend the capabilities of Service Cloud with additional features and functionality. This guide should help establish a base BUI extension that you can extend to integrate Oracle Service Cloud Browser UI to a third-party telephony API or PBX.

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