CCF Client Components

CCF client components include the integrated UI that an agent uses, the client-side components that provide the UI integration functionality, and services and tools for developers. The developer tools are the Application Integration Framework (AIF), the Hosted Application Toolkit (HAT), the Multi-Channel Engine (MCE), and the client-side components of DCS. The developer tools are the focus of this guide.

Integrated Desktop

The Integrated Desktop (ID) is the control interface that presents CCF operations to the call center agent. The agent uses the ID to interact with workflows and to gain access to hosted and non-hosted applications. To the agent, the ID appears to be a desktop (client) interface only. However, for a system administrator or a developer, the ID includes client, server, and administrative components. This guide focuses on the developer’s view of the ID, and explains how to configure and customize the development environment, the ID components, and the Administrative Console.

For more information about configuring ID, see the CCF 2009 SP1 DevelopmentGuide.

Administrator Console

CCF 2009 provides CCF Administrator Console (referred to as Admin Console) as a snap in addition to Microsoft Management Console (MMC). A system administrator can perform nearly all of the functions necessary to the operation of CCF inside the Admin Console. It also provides for the administration of the Authorization Manager through the console’s graphical interface.

For more information about administering CCF through the Admin Console, see CCF Administration.