Contact center

messagingcontact-center

Routes inbound and outbound customer contacts to agent queues.

Category: Messaging
Properties: 9
Components: 14
Rules: 0

Properties · 9 defined by this kind

A node of this kind resolves each property from its own props, then the component's defaults, then the default below.

property	type	values	required	default
callRecording	boolean	—	no	false
channelChat	boolean	—	no	false
channelVoice	boolean	—	no	true
emergencyCalling	boolean	—	no	false
managed	boolean	—	no	false
maxConcurrentContacts	integer	—	no	—
outboundDialing	boolean	—	no	false
recordingRetentionDays	integer	—	no	—
routing	enum	fifo \| skills-based \| attribute-based	no	fifo

Rules for this kind · 0

No rule selects this kind or its category. Governance calls that a recorded gap.

Components · 14

vendor-neutral

Generic contact centercontact-centergenericthe kind itself

alibabacloud

Cloud Call Centeralibaba-cloud-call-center6 defaults

aws

Amazon Connectaws-connect6 defaults

default

Asteriskasterisk6 defaults Five9five95 defaults FreePBXfreepbx4 defaults FreeSWITCHfreeswitch6 defaults Genesys Cloud CXgenesys-cloud4 defaults Kamailiokamailio6 defaults OpenSIPSopensips6 defaults Talkdesk CX Cloudtalkdesk4 defaults 3CXthreecx4 defaults Twilio Flextwilio-flex5 defaults

gcp

Google Cloud CCaaSgoogle-ccaas3 defaults

Source

1# yaml-language-server: $schema=../schema/kind.schema.json
2# Abstract kind: Routes inbound and outbound customer contacts across voice and digital channels to agent queues, with recording and retention (Amazon Connect, Twilio Flex, Genesys Cloud, Azure Communication Services).
3schemaVersion: "1"
4type: "kind"
5id: "contact-center"
6category: "messaging"
7properties:
8  channelVoice:
9    type: "boolean"
10    default: true
11  channelChat:
12    type: "boolean"
13    default: false
14  outboundDialing:
15    type: "boolean"
16    default: false
17  routing:
18    type: "enum"
19    values: ["fifo", "skills-based", "attribute-based"]
20    default: "fifo"
21  maxConcurrentContacts:
22    type: "integer"
23  callRecording:
24    type: "boolean"
25    default: false
26  recordingRetentionDays:
27    type: "integer"
28  emergencyCalling:
29    type: "boolean"
30    default: false
31  managed:
32    type: "boolean"
33    default: false

The same page as markdown, for an agent: /catalogue/kinds/contact-center.md