The Flex Dialpad is a native feature of the Flex UI v1.18.0 and offers all of the theming and customizability features of a React component.
Flex Dialpad allows agents to make outbound calls to customers directly from the UI and transfer calls to a supervisor for immediate help. Additionally, it helps supervisors monitor calls, and users run real-time and historical reporting through Flex Insights.
With the programmable Flex dialpad, developers can build click-to-dial use cases via the new Action Framework action, startOutboundCall. For instance, you can program the dialpad in such a way that Flex retrieves contact data from your business application and subsequently present it to an agent. This kind of automation avoids any possible risk of misdialing and reduces time-to-call by leveraging data that resides in your application.
Check out these helpful tutorials and blog post: