Features
ExpertFlow's capabilities are documented as Features — individual, atomic units of functionality that can be composed into Solution Patterns. Each feature describes a discrete capability, its canonical use case, and how it fits into ExpertFlow's architecture.
Features are organized into seven functional domains. Click any feature to read its full public specification, or browse Solution Patterns to see how features combine to solve specific customer problems.
Routing
| Feature ID | Name |
|---|---|
| routing-00001 | Skills-Based Routing Engine |
| routing-00002 | Inbound Queue Routing |
| routing-00003 | Outbound Dialer Routing |
| routing-00004 | Queue Priority and Escalation |
| routing-00005 | Agent State Management |
| routing-00006 | SEIZE Integration |
| routing-00007 | Overflow and Fallback Routing |
| routing-00008 | CRM-Attribute Routing |
| routing-00009 | Schedule-Based and Time-of-Day Routing |
| routing-00010 | Omnichannel Routing |
| routing-00011 | AI-Powered Predictive Routing |
| routing-00012 | Routing Analytics and Reporting |
| routing-00013 | SEIZE/INIT Outbound Dialing Control |
| routing-00014 | Workforce Management Integration |
RTC Voice
| Feature ID | Name |
|---|---|
| rtc-voice-00001 | FreeSWITCH Media Server |
| rtc-voice-00002 | OpenSIPS SIP Proxy |
| rtc-voice-00003 | LiveKit WebRTC Media Server |
| rtc-voice-00004 | Jambonz Telephony Application Server |
| rtc-voice-00005 | SIP Trunk Interconnectivity |
| rtc-voice-00006 | Call Forking for Recording |
| rtc-voice-00007 | Call Forking for Voice AI |
| rtc-voice-00008 | ElevenLabs Text-to-Speech Integration |
| rtc-voice-00009 | Nuance Speech Recognition Integration |
| rtc-voice-00010 | Voice Media State Signalling |
| rtc-voice-00011 | WebRTC Browser-Based Calling |
| rtc-voice-00012 | DTMF Handling and IVR Media |
| rtc-voice-00013 | Voice Biometrics for Caller Authentication |
CTI / CRM
| Feature ID | Name |
|---|---|
| cti-crm-00001 | Microsoft Dynamics 365 CTI Embedding |
| cti-crm-00002 | Salesforce CTI Embedding |
| cti-crm-00003 | SAP CRM CTI Embedding |
| cti-crm-00004 | Zoho CRM CTI Embedding |
| cti-crm-00005 | CRM Marketplace Publishing |
| cti-crm-00006 | Generic CTI API |
| cti-crm-00007 | AI Assistance Panel |
| cti-crm-00008 | CRM-Conversation Linking |
| cti-crm-00009 | Interaction History in CRM |
| cti-crm-00010 | Screen Pop on Incoming Contact |
| cti-crm-00011 | Click-to-Dial from CRM |
| cti-crm-00012 | After-Call Work and Disposition Capture |
| cti-crm-00013 | Agent State Synchronisation |
| cti-crm-00014 | Media State Event Streaming |
| cti-crm-00015 | Cisco CUCM CTI Integration |
| cti-crm-00016 | Cisco CCE CTI Integration |
| cti-crm-00017 | Cisco CCX CTI Integration |
| cti-crm-00018 | Client-Side Widget Rendering API |
| cti-crm-00019 | Cisco Finesse Desktop Gadget Suite |
Conversational AI
| Feature ID | Name |
|---|---|
| conversational-ai-00001 | LangGraph Dialog Orchestration |
| conversational-ai-00002 | LangChain Agent Framework Integration |
| conversational-ai-00003 | Rasa Open-Source Bot Framework |
| conversational-ai-00004 | Pinecone Vector Store for RAG |
| conversational-ai-00005 | n8n Workflow Orchestration |
| conversational-ai-00006 | Cloud LLM Integration |
| conversational-ai-00007 | On-Premises LLM Deployment |
| conversational-ai-00008 | RAG Knowledge Base Management |
| conversational-ai-00009 | Chat Bot Channel Integration |
| conversational-ai-00010 | Voice Bot Integration |
| conversational-ai-00011 | Bot-to-Agent Escalation |
| conversational-ai-00012 | Customer Journey Design and Prediction |
Core Objects
| Feature ID | Name |
|---|---|
| core-objects-00001 | Conversation Data Model |
| core-objects-00002 | Session Management |
| core-objects-00003 | Activity Tracking |
| core-objects-00004 | Recording Storage |
| core-objects-00005 | Recording Encryption |
| core-objects-00006 | Client (Contact) Management |
| core-objects-00007 | Client Identity Resolution |
| core-objects-00008 | Contact Lists Management |
| core-objects-00009 | Campaign Scheduler |
| core-objects-00010 | Dynamic Forms Engine |
| core-objects-00011 | Multi-Step Campaign Orchestration |
| core-objects-00012 | Regulatory DNC Suppression List Interoperability |
Security
| Feature ID | Name |
|---|---|
| security-00001 | Single Sign-On via Keycloak |
| security-00002 | LDAP and Active Directory Integration |
| security-00003 | API Gateway and Rate Limiting |
| security-00004 | Encryption at Rest and in Transit |
| security-00005 | PCI-DSS Compliance Mode |
| security-00006 | ISO 27001 Compliance Alignment |
| security-00007 | HIPAA Compliance Mode |
| security-00008 | GDPR Data Privacy Controls |
| security-00009 | Multi-Standard Privacy Compliance Pack |
| security-00010 | Continuous Compliance Scanning Agent |
Deployment
| Feature ID | Name |
|---|---|
| deployment-00001 | On-Premises Bare-Metal Deployment |
| deployment-00002 | Cloud Deployment (AWS / Azure / GCP) |
| deployment-00003 | Kubernetes Orchestration |
| deployment-00004 | High-Availability and Failover Configuration |
| deployment-00005 | Load Balancing Configuration |
| deployment-00006 | Cisco Environment Integration |
| deployment-00007 | Customer-Specific Configuration Scripting |
| deployment-00008 | Server Sizing and Footprint Calculator |
| deployment-00009 | Deployment Guide Generation |
| deployment-00010 | Upgrade and Migration Tooling |