Plug-Ins

Plug-ins allow you to customize the behavior of Twilio Flex. Calabrio ONE and Twilio Flex have developed plug-ins that can enhance your integration. If your organization is interested in a plug-in, contact your Calabrio Account Representative who works with Calabrio Professional Services to provide the plug-in for your organization. After a plug-in is deployed, refresh Twilio Flex.

IMPORTANT   These plug-ins require that Twilio Flex UI version 2 is configured for your organization. See Migrate to Twilio Flex UI 2 for more information.
Only one pause and resume plug-in can be enabled at a time. You must decide if you want to enable the manual pause and resume plug-in or the automated pause and resume plug-in.

Twilio Flex Dual channel recordings plug-in

Once the dual channel recordings plug-in is configured, Calabrio ONE automatically imports Dual Channel Enabled recordings from Twilio Flex for playback. See Twilio’s Using Studio to Enable Recordings page for more information.

Twilio Flex manual pause and resume plug-in

IMPORTANT   The Calabrio ONE manual pause and resume plug-in has been discontinued. Your organization must use the Twilio Flex plug-in if you want manual pause and resume functionality.

This Twilio Flex plug-in enables manual pause and resume capabilities for audio and screen recording. This plug-in adds a pause and resume recording button to the call canvas. The pause and resume button allows an agent to temporarily pause a call recording in scenarios when a customer provides information deemed to be sensitive, such as payment information like credit card details or bank account numbers. The agent can then resume the call recording by clicking the button again.

Calabrio ONE automated pause and resume plug-in

This is a Calabrio ONE-only plug-in.
This Calabrio ONE plug-in enables automated pause and resume capabilities for audio and screen recording. This plug-in incorporates the desktop manager feature to perform the pause or resume action automatically when a user interacts with a Windows application or website.

Prerequisites

The following items are required in addition to the Automated Pause and Resume plug-in.

• Calabrio ONE Smart Desktop Client.
• Calabrio Analytics plug-in.
• An automated desktop action configured in Desktop Manager.

Related topics

Reference these related topics to learn more about the prerequisites listed above.

• Download Smart Desktop and Calabrio ONE Data Server installers—Learn more about downloading Calabrio ONE Smart Desktop.

• “Desktop Analytics plug-in/extension” in the Calabrio ONE Installation Guide—Learn how to install the Calabrio Analytics plug-in.
• Configure automated desktop actions—Learn how to create an automated desktop action in Desktop Manager.