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Generic CTI API

Description

Exposes a REST and WebSocket API for embedding contact centre controls into any web application or CRM not covered by a native connector. The API surfaces agent state, media state, and contact metadata in real time.

Canonical use case

A company using a proprietary in-house CRM connects ExpertFlow via the Generic CTI API, embedding a softphone widget in their internal web portal without requiring a native connector.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing