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CX Release Notes

Patch Release CX4.4.1
Patch Release CX4.4.4

Patch Release CX4.4.5

CX 4.4.5 Planned Issues

Patch Release CX4.4.6

CX4.4.6 Planned Issues

Patch Release CX4.4.7

CX4.4.7 Planned Issues

Patch Release CX4.4.8

CX4.4.8 Planned Issues

Patch Release CX4.4.8.1

CX4.4.8.1 Planned Issues

Patch Release CX4.4.9

CX4.4.9 Planned Issues

Patch Release CX4.4.10

CX4.4.10 Planned Issues

Patch Release CX4.4.11

CX4.4.11 Planned Issues
Message Level Data - Recommended Workarounds

Patch Release CX4.4.12

CX4.4.12 Planned Issues

Patch Release CX4.4.13

CX4.4.13 Planned Issues

Patch Release CX4.4.14

CX4.4.14 Planned Issues

HC 3.x vs Expertflow CX - Features Comparison
CX Release History

CX Performance

CX Performance Test Results

CX End-to-End Performance Test Results
CX Domains Performance Test Results

Load Test Strategy
Performance report Cron-job (Reporting Connector)

CX Data Sheet

Solution Architecture

Conversation Design

Controller bot

CX-Routing

Precision Routing

Media Routing Domain
Agent Task/Routing Task
Routing Attribute
Agents-Queues Mapping
Queue
Use case with Push-based Routing

Pull-mode Requests

Pull-mode Workflow
Use case with Pull-based Routing

Pull-mode vs Precision Routing
Routing Engine Developer Guide
Queue Flushing API
Priority Routing
Route Re-initiated Chats
Queue Wait Time And Position

Campaigns

Scheduled Activities - Solution Design
CPA on Freeswitch
EFSwitch Dialer

Conversation Objects

Conversation Data
Rooms and Conversation
Actors and CX Activities

Customer Identities

Forms

Sample Forms
Forms and Form Data

Customer Channels

JavaScript SDK for customer-facing channels

Web Channel

Web Chat Admin Guide
Components of the Web-init Widget

WebRTC

Solution Reference

WhatsApp

Facebook Direct Message

Facebook-Social Media
Facebook Connector Limitations
Facebook Connector - Configuration Guide

Instagram Social Media

Instagram Connector Configuration & Deployment Guide
Instagram Direct Message

SMS/MMS via Twillio
SMS via SMPP

Viber

Viber Connector Configuration & Deployment
Viber Connector Limitations

Telegram

Telegram Connector Limitations

Telegram Bot Creation Guide

How To get Telegram Bot Token
How to customise your Telegram Bot
BotFather
Telegram Bot Token

Telegram Connector Configuration in Unified Admin Console
Telegram Connector Media Types Support

Twitter

Twitter V2 Social Media Connector Configuration Guide

Twitter Social Media Connector Configuration Guide

Twitter Connector Configuration Guide

Twilio Connector Configuration

360-Connector Configuration Guide

CX-Voice

CX-Voice Features
CX-Voice limitations
Agent Call Handling Capabilities
SIP Proxy as a CUSP Replacement

CX Voice Configuration Guide

Adding Agent Extensions for CX Voice
Updating CIM Environment Variables for CX Voice

Voice channels

Voice Channel Configuration Guide

CTI JS Library & MRD Config On Agent Desk For Voice
CTI JS Library Configs on Unified Admin
Voice Channel Configuration Limitations/Issues

Reports

Queue Flushed Conversation Count
Channel Stats Graph
Channel Stats Summary
Channel Session Detail
Transferred Tasks per Queue
Agent Task Detail
Conversation Detail
Agent Productivity By Queue
Agent State Analysis Report
Agent Availability Report
Reporting Database Schema
Historical Conversation Summary
Queue Stats Today
Wrap-up Summary
Queue-wise Stats Summary
Conversation Volume by Disposition
Agent Task Disposition
IVR Detail Report
IVR Summary Report
CX Historical Reports- Supporting Tables

Key Reporting Concepts

SLA Calculations

Reporting Connector

Deployment Guide - Kubernetes Cron Job For Reporting Connector

Agent Capabilities

Change Agent State
Browser and Sound Notifications
Transfer and Conference
Make a Manual Outbound Contact
Change AgentDesk Language
Apply Wrap-up and Add Notes
Leave Conversation
Handle A Conversation
Join Pull-based Requests
Logout
View and Update A Customer Profile
Handling Multi-channel Conversation
Login to AgentDesk
Accept A Conversation

Supervisor Controls

Monitor Dashboards
Team Announcements
Customer Schema
Create New Customer Labels
Silent Monitoring
Barge in
End PULL-based Requests

Deployment Guides

Deployment Planning

Kubernetes Distributions

RKE2 Control-plane Deployment

RKE2 uninstallation
Tainting a Control Plane Node

Hardware sizing

CX Single Node Deployment
CX Worker HA Deployment

CX Control Plane HA Deployment

High Availability using External Load Balancer

Deploy NGINX as an ELB
Deploy HAProxy as an ELB

High Availability with Kube-VIP
High Availability with DNS

Storage Solution - Getting Started

Node Affinity and Node Selector
Deploying Rook/Ceph as a cloud-native storage

Longhorn Deployment Guide

Volume Cloning Procedure
Volume Expansion
Volume Detaching

NFS Storage Service
Setup OpenEBS for Local Volume Provisioning
Using Managed PostgreSQL
Using Managed MongoDB
Using Managed ActiveMQ
Using Managed Redis

CX Deployment on Kubernetes

CX Uninstallation
Multi node cluster Failover scenarios
Collection Removal from MongoDB
Developer Instructions for maintaining the Kubernetes Manifests
Expertflow CX Components Blueprint on Kubernetes
Recording Component Deployment
Setup Grafana for embedded dashboards
Install Superset
Setup Reporting Connector
CX-Voice Deployment on Kubernetes
Cisco voice Deployment on Kubernetes

Auth enablement for Redis, MongoDB , PostgreSQL and ActiveMQ

Post Deployment Administration

Web Widget Deployment Guide-Direct Embedding

Web-Init Widget Deployment via GTM

Log retention on Kubernetes
HA Control-Plane Node Failover
ETCD Server Administration in K3s
Retrieving a Lost Docker Image Tag from a k3s Cluster

ETCD Server Administration in RKE2

Replace a failed control plane node RKE2

Controller Scripting Guide
Configuration Guides

Upgrade Guide

CX Upgrade Guide CX-4.4 to CX-4.4.1
CX Upgrade Guide CX-4.3 to CX-4.4
CX Upgrade Guide CX-4.2 to CX-4.4
CX Upgrade Guide CX-4.4.1 to CX-4.4.2
CX Upgrade Guide CX-4.4.X to CX-4.4.3
CX Upgrade Guide CX-4.4.X to CX-4.4.4
CX Upgrade Guide CX-4.4.4 to CX-4.4.5

CX Upgrade Guide CX-4.4.5 to CX-4.4.6

Grafana Upgrade Guide from 4.4.5 to 4.4.6

CX Upgrade Guide CX-4.4.6 to CX-4.4.7
CX Upgrade Guide CX-4.4.7 to CX-4.4.8
Database Index Creation Guide
Script to resolve the Supervisor assignment limit to each Team
CX Upgrade Guide CX-4.4.8 to CX-4.4.9
CX Upgrade Guide CX-4.4.8 to CX-4.4.8.1
CX Upgrade Guide CX-4.4.9 to CX-4.4.10
Upgrade Guide CX-4.4.10 to CX-4.4.11
Upgrade Guide CX-4.4.11 to CX-4.4.12
Upgrade Guide CX-4.4.12 to CX-4.4.13
Upgrade Guide CX-4.4.13 to CX-4.4.14

Monitoring Solution Deployment
RASA-X Deployment

Geographical Deployment of Expertflow CX with Redundancy

Helm chart change logs
Geographical Disaster Recovery for EF-CX on Kubernetes

Superset Deployment
LetsEncrypt SSL for EF-CX
Create Self signed certificates on RKE2

Backup and Restore Strategies and Recommendations for Expertflow CX

Kubernetes Backup/Restore using Velero
Mongo, PostgreSQL Backup/Restore Procedure for EF-CX on Kubernetes ( manual procedure )
Mongo, PostgreSQL Backup/Restore Procedure for CX on Kubernetes ( manual procedure )
Deployment of Postgres as a Streaming Standby with an External Repo

Voice Connector deployment guide

EFSwitch Installation guide

EFSwitch Configurations for CX Voice
Creating extensions on EFSwitch
CX Switch Configurations for WebRTC

Troubleshooting Guide

System Administration Guides

Rasa-X Configuration
Deployment Script Questionnaire

Reports Configuration (Superset 2.0)

Update Reports on Superset 2.0
UTC Offset - Reports
Delete Report from (Superset 2.0)

Keycloak Client Resource Management Setup
Add Cisco Contact Center as a Voice Channel
Add Cisco Unified Call Manager as a Voice Channel
Keycloak realm and users Bootstrapping for EF-CX
SMPP Configuration Guide
Upgrade Guide for Routing Manager Role:
EFCX Logs Traversal Guide
MYSQL SSL Connection Configuration for Reporting
Configuration of Cisco Teams Sync Component

User Guides

Supervisor Guide

Unified Admin Guide

(4.4 2) Getting the Offline License Encrypted file

Agent Guide

Agent States

Developer Guides

Integration Architecture

CIM Messages

CIM Plain Text Message

CIM Media Messages

Send a Media message

CIM Contact Message
CIM Location Message
CIM Button Message
CIM URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Whisper Message
Deleted Notification

Channel Connector Developer Guide

Register Channel Connector
Channel Connector Configuration
Messages

Agent Desk Developer Guide

Socket Events

addPullModeSubscribedListRequests
agentPresence _
changeAgentState
connect_error
deletePullModeRequest
directConferenceRequest
directTransferRequest
errors
JoinAsSilentMonitor
joinPullModeRequest
onChannelTypes
onCimEvent
onPullModeSubscribedList
onPullModeSubscribedListRequest
onTopicData
publishCimEvent
pullModeSubscribedListRequests
removePullModeSubscribedListRequests
revokeTask
socketSessionRemoved
subscribePullModeList
taskRequest
topicClosed
topicSubscription
topicUnsubscription
topicUnsubscription_
unsubscribePullModeList
JoinAsBargin

Exchange CIM Message

Bot Connector Developer Guide

Register Custom Bot
Custom Connector-Bot Communication
Conversational IVR

Forms Developer Guide

Form APIs

Create Form
Get Form
Delete Form
Get Form Validations
Update Form

Third Party API Guide

Conversations API (3rd-party apps)
Push Recording Link

CX Objects

ChannelConfig
Channel
ChannelType
conversationParticipant
channelData
ChannelConnector
channelSessionState
channelSession
customer
Tenant
Participant
ParticipantType
ParticipantRole
CC User
AgentPresence

CX Events and Activity Types

Object Model Upgradation

OM [Release Number]

Controller Bot Training

Channel Session Data Update User Guide

Channel Session Update Data API

Controller Training Documentation
IVR Aggregated Activites API Guide

Security

Identity and Access Management

Keycloak Configuration

Keycloak Error Responses Guide

Security and User Permissions

Agent Team

Team Configuration in Keycloak

User Roles

AgentDesk Permissions - Resource, Scope & Groups Mapping
Agent Authorization with AgentDesk

Compliance

OWASP Top Ten

Security Features
Cloud Security

Vulnerability Assessments

CX Component Vulnerability Report-4.4.10
Log4J Vulnerability Assessment and Resolution - Expertflow Components

Integrations

Cisco Contact center integration

Cisco Outbound Connector

Cisco Outbound Connector Deployment Guide

Cisco voice channel limitations

Cisco Voice Channel Configuration Guide
Eleveo Recording Middle-ware
CRM Connectors

CX-Activities

Activities
Actors / Conversation Participants

Breadcrumbs

Expertflow CX
Customer Channels
Voice channels

On this Page

Voice Channel Configuration Guide

Voice Channel Configuration For Cisco
Voice Channel Configuration For CX Voice

Pagination

Previous Page

Voice channels
Next Page

CTI JS Library & MRD Config On Agent Desk For Voice

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Business Continuity Policy
Information Security Policy
Quality Policy
Transparency and Anticorruption Policy

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