Overview

Conversation Bridge is built using the Platform Toolkit as an interface between the Callback platform and an external application. It allows you to access Callback information or to submit requests to the Callback system through your own application.

Conversation Bridge uses Platform Toolkit to perform the following:

• Request callbacks
• Check the estimated wait time in queues
• Change pending appointments

The Platform Toolkit is a Web Service that sends messages from your external application to a message bus in the Callback Platform. The message bus translates the message and sends it to the Queue Manager where your request is processed.

Conceptual View of the Platform Toolkit

The following diagram demonstrates the relationship between the Platform Toolkit, your application, and the Callback Platform.