# ExpertFlow Catalog # Format: id name one-sentence description # Generated by generate_llms_txt.py — do not edit manually ## Features efv-conversational-ai-001 LangGraph Dialog Orchestration Uses LangGraph to define and execute stateful, multi-step AI conversation flows as directed graphs. efv-conversational-ai-002 LangChain Agent Framework Integration Integrates LangChain to compose AI agents that use tools — search, calculator, database lookup, API call — to resolve customer requests autonomously. efv-conversational-ai-003 Rasa Open-Source Bot Framework Supports deployment and management of Rasa-based conversational AI bots for customers who require on-premises NLU and dialog management. efv-conversational-ai-004 Pinecone Vector Store for RAG Integrates Pinecone as the vector database for retrieval-augmented generation (RAG), enabling AI bots and agents to query enterprise knowledge bases using semantic similarity search. efv-conversational-ai-005 n8n Workflow Orchestration Uses n8n to orchestrate backend workflows triggered by conversational events — form submissions, intent matches, escalation events, and post-call actions. efv-conversational-ai-006 Cloud LLM Integration Connects to cloud large language model APIs to power generative responses, intent classification, summarisation, and entity extraction within conversation flows. efv-conversational-ai-007 On-Premises LLM Deployment Supports deployment of open-weight large language models on customer-controlled infrastructure, enabling AI conversation capabilities with full data sovereignty. efv-conversational-ai-008 RAG Knowledge Base Management Provides tooling to ingest, chunk, embed, and index enterprise content — documents, web pages, FAQs, product manuals — into a vector knowledge base. efv-conversational-ai-009 Chat Bot Channel Integration Connects AI bots to customer-facing chat channels — web widget, WhatsApp, Facebook Messenger, Telegram, and SMS — enabling automated handling of customer enquiries before escalating to a live agent. efv-conversational-ai-010 Voice Bot Integration Connects an AI dialog system to the voice channel via speech-to-text (STT) and text-to-speech (TTS) pipelines, enabling fully automated voice conversations with callers. efv-conversational-ai-011 Bot-to-Agent Escalation Manages the handoff from an automated bot to a live human agent, transferring full conversation context, collected entities, and sentiment signals. efv-conversational-ai-012 Customer Journey Design and Prediction Provides tools to design intended customer journeys across channels and AI touchpoints, and to predict likely next steps in real time using interaction history and ML models. efv-core-objects-001 Conversation Data Model Defines and manages the canonical Conversation entity — the top-level container for all customer interactions. efv-core-objects-002 Session Management Creates, tracks, and closes Session records that represent a single channel connection within a Conversation — for example, one phone call or one chat session. efv-core-objects-003 Activity Tracking Records discrete Activity events within a Session — messages sent, calls answered, holds applied, transfers initiated, bot turns completed. efv-core-objects-004 Recording Storage Stores voice and screen recordings linked to the corresponding Conversation and Session records. efv-core-objects-005 Recording Encryption Encrypts voice and screen recordings at rest using customer-managed or platform-managed encryption keys. efv-core-objects-006 Client (Contact) Management Manages the Client entity — the platform's representation of an end customer — including contact details, identifiers, tags, and history links. efv-core-objects-007 Client Identity Resolution Matches inbound contacts to existing Client records by resolving identifiers — phone number, email, customer ID, or CRM account ID — across channels. efv-core-objects-008 Contact Lists Management Provides tools to create, import, segment, and manage lists of Clients for use in outbound campaigns, targeted messaging, and suppression lists. efv-core-objects-009 Campaign Scheduler Schedules outbound contact campaigns across voice and digital channels, controlling launch time, daily rate caps, retry logic, and expiry dates. efv-core-objects-010 Dynamic Forms Engine Enables configuration of dynamic data-capture forms presented to agents during or after interactions — survey collection, script execution, compliance attestation, or structured disposition capture. efv-cti-crm-001 Microsoft Dynamics 365 CTI Embedding Embeds the ExpertFlow agent interface natively inside Microsoft Dynamics 365 as a Channel Integration Framework (CIF) v2 application. efv-cti-crm-002 Salesforce CTI Embedding Integrates with Salesforce using the Open CTI framework to embed call controls, screen pop, and disposition capture directly inside Salesforce Lightning and Classic. efv-cti-crm-003 SAP CRM CTI Embedding Provides native CTI integration inside SAP CRM and SAP Service Cloud, enabling embedded call controls, automatic interaction logging, and customer identification via ANI lookup against the SAP business partner record. efv-cti-crm-004 Zoho CRM CTI Embedding Embeds ExpertFlow call controls and screen pop inside Zoho CRM via the Zoho PhoneBridge API. efv-cti-crm-005 CRM Marketplace Publishing Maintains ExpertFlow CTI connector listings on Salesforce AppExchange and Microsoft AppSource, enabling customers to install certified integrations directly from their CRM's marketplace with standard security review compliance. efv-cti-crm-006 Generic CTI API Exposes a REST and WebSocket API for embedding contact centre controls into any web application or CRM not covered by a native connector. efv-cti-crm-007 AI Assistance Panel Displays real-time AI-generated suggestions, next-best-action prompts, and knowledge base articles to agents during live interactions. efv-cti-crm-008 CRM-Conversation Linking Creates and maintains a bi-directional link between a platform conversation record and the corresponding CRM entity — contact, case, opportunity, or account. efv-cti-crm-009 Interaction History in CRM Writes a structured activity or case record to the CRM after every completed interaction, capturing channel, duration, disposition, agent, queue, and a transcript excerpt. efv-cti-crm-010 Screen Pop on Incoming Contact Automatically navigates the CRM to the matching customer record — contact, account, or case — when an inbound contact arrives at the agent's station. efv-cti-crm-011 Click-to-Dial from CRM Enables agents to initiate an outbound call by clicking any phone number displayed in the CRM interface. efv-cti-crm-012 After-Call Work and Disposition Capture Provides a structured wrap-up interface where agents select call dispositions, add notes, and complete CRM updates during the after-call work (ACW) period. efv-cti-crm-013 Agent State Synchronisation Synchronises agent presence states — available, busy, break, wrap-up, offline — between the ExpertFlow routing engine and the CRM's presence or availability model. efv-cti-crm-014 Media State Event Streaming Streams real-time media state events — call ringing, answered, held, transferred, and ended — to CRM widgets and third-party integrations via a WebSocket or webhook channel. efv-cti-crm-015 Cisco CUCM CTI Integration Integrates with Cisco Unified Communications Manager (CUCM) via JTAPI or CTI Gateway, providing agent login, call control, and presence events from CUCM endpoints within the ExpertFlow agent interface. efv-cti-crm-016 Cisco CCE CTI Integration Connects to Cisco Contact Centre Enterprise (CCE) via the Peripheral Gateway (PG) interface to synchronise agent state, deliver pre-route data, and retrieve CCE-originated call variables. efv-cti-crm-017 Cisco CCX CTI Integration Integrates with Cisco Contact Centre Express (CCX) to provide ExpertFlow agent controls alongside CCX-managed voice queues. efv-cti-crm-018 Client-Side Widget Rendering API Provides a JavaScript SDK and embeddable widget that renders call controls, chat, and interaction history panels in any web application. efv-deployment-001 On-Premises Bare-Metal Deployment Supports full platform deployment on customer-owned on-premises servers, without dependency on public cloud infrastructure. efv-deployment-002 Cloud Deployment (AWS / Azure / GCP) Provides reference architectures and deployment automation for running the platform on Amazon Web Services, Microsoft Azure, and Google Cloud Platform. efv-deployment-003 Kubernetes Orchestration Packages platform services as Kubernetes workloads with Helm charts, enabling automated scaling, rolling updates, and self-healing across container orchestration environments. efv-deployment-004 High-Availability and Failover Configuration Configures active-active or active-passive high-availability topologies with automatic failover across platform components — database, media server, and API layer. efv-deployment-005 Load Balancing Configuration Configures load balancing for inbound SIP, WebRTC, and API traffic across platform nodes using standard load balancer technologies. efv-deployment-006 Cisco Environment Integration Integrates the platform deployment with existing Cisco telephony infrastructure, including co-existence with CUCM, CCE, and CCX. efv-deployment-007 Customer-Specific Configuration Scripting Provides a scripting framework and library of reusable configuration scripts for adapting the platform to customer-specific requirements — custom routing rules, integration endpoints, branded prompts, and tenant-specific policy settings. efv-deployment-008 Server Sizing and Footprint Calculator Provides a capacity planning tool that calculates recommended server specifications and node counts based on expected concurrent calls, agent headcount, recording volume, and storage retention period. efv-deployment-009 Deployment Guide Generation Generates customer-specific deployment guides based on the chosen topology, integration configuration, and sizing profile. efv-deployment-010 Upgrade and Migration Tooling Provides automated tools for upgrading the platform between minor and major versions, including pre-upgrade validation, database schema migration, configuration backup and restore, and rollback capability. efv-routing-001 Skills-Based Routing Engine Routes incoming contacts to the agent best matched by skill profile, proficiency level, and availability. efv-routing-002 Inbound Queue Routing Manages inbound contact queues across voice and digital channels, applying configurable queue strategies such as longest-idle, round-robin, and priority-weighted distribution. efv-routing-003 Outbound Dialer Routing Integrates with outbound dialing campaigns to route connected calls to available agents in real time. efv-routing-004 Queue Priority and Escalation Assigns priority scores to queued contacts and escalates contacts that exceed configurable wait-time thresholds. efv-routing-005 Agent State Management Tracks and enforces agent lifecycle states — available, busy, wrap-up, break, and offline — across channels and sessions. efv-routing-006 SEIZE Integration Integrates with SEIZE workforce management to synchronise agent schedules, planned breaks, and shrinkage events with the routing engine. efv-routing-007 Overflow and Fallback Routing Defines overflow targets — alternative queues, agent groups, or external destinations — that activate when primary queue capacity or SLA thresholds are breached. efv-routing-008 CRM-Attribute Routing Routes contacts based on data retrieved from the CRM at the moment of contact, such as customer tier, account owner, open case, or recent interaction history. efv-routing-009 Schedule-Based and Time-of-Day Routing Applies routing plans based on configurable business-hours calendars, time zones, and holiday schedules. efv-routing-010 Omnichannel Routing Provides a unified routing layer across voice, chat, email, SMS, and social channels. efv-routing-011 AI-Powered Predictive Routing Uses machine-learning models trained on historical interaction outcomes to predict which agent is most likely to achieve the desired result for an incoming contact. efv-routing-012 Routing Analytics and Reporting Provides real-time and historical reporting on routing performance — queue depth, wait time, routing match rates, and SLA adherence — broken down by skill, queue, channel, and time period. efv-rtc-voice-001 FreeSWITCH Media Server Provides the core voice media processing layer — bridging, conferencing, recording, and IVR execution — on an open-source FreeSWITCH media server. efv-rtc-voice-002 OpenSIPS SIP Proxy Deploys OpenSIPS as the SIP signalling proxy, providing load balancing, failover, and registration management for all SIP endpoints. efv-rtc-voice-003 LiveKit WebRTC Media Server Integrates LiveKit as the WebRTC Selective Forwarding Unit (SFU) for browser-based voice and video sessions. efv-rtc-voice-004 Jambonz Telephony Application Server Uses Jambonz as the programmable telephony application layer to compose voice applications — IVR, bot handoff, call routing logic — via a WebSocket API. efv-rtc-voice-005 SIP Trunk Interconnectivity Manages SIP trunk configurations to PSTN carriers, direct routing providers, and enterprise PBX systems. efv-rtc-voice-006 Call Forking for Recording Forks audio streams from live calls to a dedicated recording service without interrupting the primary call path. efv-rtc-voice-007 Call Forking for Voice AI Forks the live call audio stream to a voice AI pipeline — speech recognition, sentiment analysis, or real-time transcription — while the primary call continues uninterrupted. efv-rtc-voice-008 ElevenLabs Text-to-Speech Integration Integrates the ElevenLabs TTS API to generate natural-sounding voice prompts and bot speech in real time. efv-rtc-voice-009 Nuance Speech Recognition Integration Connects to the Nuance ASR platform for high-accuracy transcription and natural language understanding in voice IVR and bot flows. efv-rtc-voice-010 Voice Media State Signalling Publishes real-time media state events — call connected, on hold, transferred, muted, conference joined — to the platform event bus. efv-rtc-voice-011 WebRTC Browser-Based Calling Enables agents and customers to participate in voice and video calls directly from a web browser without any desktop plugin or softphone installation. efv-rtc-voice-012 DTMF Handling and IVR Media Processes DTMF tones (in-band and RFC 2833) for IVR menu navigation and plays audio prompts, hold music, and announcements to callers. efv-security-001 Single Sign-On via Keycloak Provides enterprise single sign-on for agents, supervisors, and administrators using Keycloak as the identity provider. efv-security-002 LDAP and Active Directory Integration Synchronises user identities, group memberships, and role assignments from LDAP directories and Microsoft Active Directory into the platform. efv-security-003 API Gateway and Rate Limiting Deploys KongHQ as the API gateway for all platform APIs, enforcing authentication, authorisation, rate limiting, and request throttling. efv-security-004 Encryption at Rest and in Transit Ensures all customer data — conversations, recordings, personal identifiers, and configuration — is encrypted at rest using AES-256 and in transit using TLS 1. efv-security-005 PCI-DSS Compliance Mode Provides a PCI-DSS compliant operating mode that pauses call recording when payment card data is being entered, masks sensitive DTMF tones in recordings and logs, and enforces data retention limits for cardholder data. efv-security-006 ISO 27001 Compliance Alignment Aligns platform controls, logging, access management, and incident response capabilities with the ISO 27001 information security management standard. efv-security-007 HIPAA Compliance Mode Configures the platform to meet HIPAA technical safeguard requirements for handling protected health information (PHI) in voice and digital interactions. efv-security-008 GDPR Data Privacy Controls Provides data subject rights management — right to access, right to erasure, data portability — and consent tracking for GDPR compliance. efv-security-009 Multi-Standard Privacy Compliance Pack Extends data privacy controls to cover POPIA (South Africa), TCPA (US telemarketing), TSP (Middle East), and SOC-2 Type II audit readiness. efv-security-010 Continuous Compliance Scanning Agent Runs automated compliance checks on a scheduled basis to detect configuration drift, expired certificates, overprivileged accounts, and policy violations. ## Solution Patterns efv-sol-001 Omnichannel Contact Center with CRM Integration Enterprises running voice, chat, email, and social channels alongside a CRM face a fragmented experience: agents toggle between systems, context is lost on transfer, and reporting is siloed by channel. efv-sol-002 Voice-Only Contact Center (SIP / WebRTC) Businesses that primarily handle customer interactions by telephone — whether inbound support, outbound sales, or blended — need a reliable, low-latency voice platform with modern agent tooling. efv-sol-003 AI-Assisted Chat: Bot Automation with Human Handoff Organisations deploying chat automation face a recurring failure mode: bots handle simple queries but drop context when escalating to a human, leaving the agent to restart the conversation. efv-sol-004 AI Voice Bot with Human Handoff Voice automation has historically been confined to DTMF-based IVR menus — frustrating for callers and limited in scope. efv-sol-005 Microsoft Dynamics 365 Embedded Agent Desktop Organisations running Microsoft Dynamics 365 as their CRM can embed the full ExpertFlow agent experience directly inside Dynamics — voice, chat, and email controls appear as a native panel within the Dynamics interface. efv-sol-006 Salesforce Service Cloud Embedded Agent Desktop Salesforce Service Cloud customers can run ExpertFlow's contact centre capabilities directly inside the Salesforce interface via an Open CTI-compatible embedded panel. efv-sol-007 SAP and Zoho CRM Contact Centre Integration Organisations running SAP Customer Experience or Zoho CRM can connect ExpertFlow to their CRM via dedicated integration connectors and the open Agent State API. efv-sol-008 Cisco CCE / CCX Migration to ExpertFlow Organisations running Cisco Unified Contact Center Enterprise (CCE) or Contact Center Express (CCX) face escalating maintenance costs and a product roadmap that increasingly points toward Webex Contact Center. efv-sol-009 Cloud-Native Contact Center Deployment (AWS / Azure) Organisations that prefer cloud hosting for operational simplicity can deploy ExpertFlow on AWS or Azure using a fully Kubernetes-native architecture. efv-sol-010 On-Premise Contact Center for Regulated Industries Regulated industries — banking, healthcare, government, defence — often cannot send customer voice or conversation data to a cloud provider. efv-sol-011 Outbound Campaign Management Contact centres running outbound programmes — collections, renewals, appointment reminders, sales development — need campaign management tooling that lets supervisors define contact lists, set calling schedules, and control dial pacing within compliance boundaries (GDPR, TCPA, opt-out management). efv-sol-012 Hybrid Cloud and On-Premise Deployment Large enterprises and regulated organisations often need contact centre workloads split across on-premise infrastructure and cloud: voice media and recordings stay on-premise for compliance while cloud handles burst capacity, disaster recovery, or remote agent populations. ## Canon Axioms axiom-001 Skills-Based Routing with Real-Time Agent State ExpertFlow routes contacts by scoring agents on real-time skills and live state axiom-002 Event-Driven Routing Commitment Gate ExpertFlow fires routing dispatch the instant an agent availability event fires — axiom-003 Edge Call Control ExpertFlow runs call control at the customer's own network edge — unlike axiom-004 WebRTC-Native Voice via LiveKit ExpertFlow delivers agent audio natively via WebRTC in the browser — unlike axiom-005 CRM-Native Embedding vs. Separate Agent Desktop ExpertFlow embeds contact centre controls natively inside the CRM using the axiom-006 Open API Agent State vs. Proprietary CTI Middleware ExpertFlow exposes agent state and media events through open REST and WebSocket axiom-007 LLM-Agnostic Bot Architecture ExpertFlow's dialog layer is decoupled from any specific LLM provider through axiom-008 RAG-Grounded Bot Responses vs. Fine-Tuned Model Deployment ExpertFlow grounds bot responses by retrieving from the customer's live knowledge axiom-009 Single Conversation Object Spanning All Channels ExpertFlow models every customer interaction as a single Conversation spanning axiom-010 Open Standards SSO via Keycloak and OAuth2 ExpertFlow authenticates all users through open-standards OAuth2 / OIDC via axiom-011 On-Premise Data Residency as a First-Class Deployment Option ExpertFlow's on-premise deployment runs the same code and delivers the same axiom-012 Kubernetes-Native Deployment ExpertFlow is deployed entirely as Kubernetes workloads via Helm charts — axiom-013 Cisco CCE Co-existence Model ExpertFlow runs alongside Cisco CCE/CCX during migration — unlike replace-and- axiom-014 Unified Client Identity Spanning All Channels ExpertFlow resolves every inbound contact to a single client identity record