CIF API provides an event call clicktoact which is available to allow an event be sent from Dynamics page to the softphone provider. The primary use for this to make a phone call but it can be used to send any type of event from Dynamics to the softphone. This is helpful to do custom behaviors. For instance, if the agent is taking sensitive data or payment environment, Dynamics could send an event to the softphone to stop recording the interaction for security purposes.

The enhancement is to allow for the same type of communication to be sent from the Softphone to the Dynamics form. This would allow for the softphone to inform the current page about events occurring with the respective interaction selected and/or be a asynchronous response to the clicktoact event sent from Dynamics to the softphone in the case where there are custom needs to send a request/reply scenario from Dynamics -> Softphone -> Dynamics.