Avaya Workspaces uses widgets to bring information from multiple sources into a single user interface. There are two types of widgets in Workspaces:

• Core widgets developed and supported by Avaya. These are widgets bundled by default in every version of Workspaces, such as the Chat, Email, or Customer Details widgets.
• External widgets developed by a third-party and maintained externally.

You can create your own widgets to customize the layout of Workspaces according to your business needs. The Widget Framework documentation provides a sample project and a sample widget library for development purposes. Using the sample project, you can create widgets and build them for production use. The sample library includes a set of widgets that demonstrate key features of the Widget API.

The Widget API provides access to the Avaya Workspaces framework and allows the widget to listen to events and take action in the form of activities such as call pick up, hang up, card active, and card inactive.

Widgets offer several options for integrating external systems such as CRM systems into Avaya Workspaces.

• IFRAME - a simple widget can be written to encapsulate the CRM website in an IFRAME and make the CRM system accessible via a web page.
• REST API - If the CRM system has a REST API, a widget can be written to directly query the CRM's REST API, this approach would be considered a pure client-side integration.
• SALESFORCE - Workspaces comes with an in-built Salesforce CRM adapter that provides client-side integration out of the box. Salesforce CRM data is available as a data object in the Widget API.
• BACKEND - a custom CRM can be integrated as a Breeze snap-in and integrated with Workspaces via the UAC component and Client JavaScript SDK, then this integration can be exposed in the Widget API in a similar fashion as the native Salesforce CRM adapter.
• PROXY - a custom CRM can be integrated via a Proxy REST API or a Proxy Web Application. A proxy REST API wraps an existing CRM system and makes it REST capable so that widgets can access CRM data indirectly via the proxy. A proxy web application is a simple web app/page that encapsulates the CRM interface and makes it accessible via an IFRAME indirectly without blocking any content or permission restrictions.