Veeva Omnichannel JS API Overview

Veeva Omnichannel JS API is a framework with which developers can integrate MedInquiry with telephony providers. It provides standard call methods that developers use to integrate with methods or endpoints provided by their chosen telephony provider. These methods are explained in the Omnichannel JS API Reference. Once integrated and configured, users in Veeva Medical using MedInquiry can respond to incoming calls and chat requests in Vault. MedInquiry may also match callers to existing Case Contact records, auto-populate Case fields, and create Conversation records.

Vault provides standard integrations that use Omnichannel JS API. These standard integrations are built and maintained by Veeva. If Vault does not provide a standard integration for your telephony provider, you can create your own custom integration with Omnichannel JS API.

Vault Medinquiry uses the Connection (connection__sys) object to store integration data. You can create your own custom Connection record and use it with the integration using Omnichannel JS API.

To create a custom Omnichannel integration:

1. Download the version of Omnichannel JS API that corresponds to your Vault.
2. Create and deploy your custom application.
3. Configure a Connection record in the Vault Admin UI.