...
ECS has the ability to read or write from applications such as your CRM or business application. This ability is empowered through the use of web services where ECS and that application communicate via a RESTful API. ECS natively includes REST API capabilities that can be incorporated into the customer experience at any time or used to send information back to your CRM or business application to track each interaction. The following sections outline the three most common types of integration with ECS.
...
To enable this capability, ECS will call the appropriate API method where appropriate in the interaction handling flow. Evolve IP’s clients provide detailed documentation on each API method such as the URL, required parameters, response attributes, authentication scheme, and sample requests/responses. Evolve IP will insert that exact method into the ECS programming. This capability can be selectively applied to a subset of interactions (typically per Business Process) or activated globally (via the ECS API Trigger feature) to pass this information about every interaction. The most common interaction information passed from ECS include: date/time, duration, customer contact information (such as phone number or email address), agent name, Business Process, Disposition Code, and agent remarks (e.g. free-form notes about the interaction).
...