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CX Release History
CX Release Notes
CX Release Notes 4.9
CX4.9 Planned Issues
Patch Release CX4.9.1
Patch Release CX4.9.2
CX4.9.2 Planned Issues
Patch Release CX4.9.3
CX4.9.3 Planned Issues
Patch Release CX4.9.4
CX4.9.4 Planned Issues
Patch Release CX4.9.5
CX4.9.5 Planned Issues
Patch Release CX4.9.6
CX4.9.6 Planned Issues
CX Performance
CX Performance Test Results
300 Agents with 1 Conversation per second and 1 Message every 5 seconds per Conversation 4.9
300 Agents with 3 Conversation per second and 1 Message every 5 seconds per Conversation4.9
300 Agents with 4 Conversation per second and 1 Message every 5 seconds per Conversation
1000 Agents with 4 Conversation per second and 1 Message every 5 seconds per Conversation
500 Agents with 2 Conversation per second and 1 Message every 5 seconds per Conversation
900 Concurrent Bot Conversations and 1 Message every 5 seconds per Conversation
CX Data Sheet
HC 3.x vs Expertflow CX - Features Comparison
Conversation Studio
Studio Nodes
Multiple active channels per Customer
Embed a Web Application
CX Routing
Agent State
Precision Routing
Maximum Tasks per Agent per MRD
Agent SLA
Limitations Agent SLA
Customer Inactivity SLA
Task Priority
Agent Task/Routing Task
Distribution Rules
Priority Routing
Priority Routing Config
Route Re-initiated Chats on Priority
Priority Routing and Routing Re-initiated Chats on Priority
Channel Categories (Media Routing Domains)
Queues
Routing Attribute
Agent-Queue Mapping
Queue Wait Time And Position
Queue Flushing API
Multi Queue Priority
Customer & Agent SLA Implementation Details
Interruptible and Non-Interruptible Medias
Task and Task States
Routing Engine Developer Guide
Pull-Mode Routing
Use case with Pull-based Routing
Agent & MRD States
Auto-Sync MRD State
Customer
Customer Advanced Filters
Conversation Objects
Room
Conversation
Channel Session
Conversation Data
Forms
Form Builder Schema
Forms and Form Data
Web Published Forms
Form Builder Revamp
Form Builder User Guide
Task
Channels
Digital Channels
WebConnect CX
CX Customer Widget
Customer Widget Admin Guide
CX Customer Widget Deployment Guide
CX Customer Widget Embedding Guide
CX Customer Widget Configurations
Personalized Agent Information in Customer widget
WebRTC to SIP
WebRTC Deployment Guide
Translation support at Customer Widget
WhatsApp
Meta - WhatsApp Cloud API
Meta - Whatsapp Cloud API - Configuration & Deployment Guide
Meta - Whatsapp Cloud API - Limitations & Key Highlights
Facebook Direct Message
Facebook-Social Media
Facebook Connector Limitations
Facebook Connector - Configuration Guide
Segregation of Facebook DM and Social media at the time of channel session creation
Instagram Social Media
Instagram Direct Message
Instagram Connector Configuration & Deployment Guide
Instagram Connector - Limitation
SMS/MMS via Twillio
SMS via SMPP
SMPP Configuration Guide
Viber
Viber Connector Configuration & Deployment
Telegram
Telegram Connector Limitations
Telegram Bot Creation Guide
How to customise your Telegram Bot
BotFather
How To get Telegram Bot Token
Telegram Bot Token
Telegram Connector Configuration in Unified Admin
Telegram Connector Media Types Support
Twitter – Feature Guide
Twitter Connector – Limitations & Key Highlights
Twitter V2 Social Media Connector Configuration Guide
Twitter Social Media Connector Configuration Guide
Twilio Configuration
360-Connector Configuration Guide
LinkedIn Social Media
LinkedIn Account Onboarding
Guide for Standard Tier Upgrade
LinkedIn - Configuration Guide
YouTube-Feature Guide
YouTube – Limitations & Key Highlights
YouTube Integration & Configuration Guide (Developer Access)
Setting Up a YouTube Project in the Google Developers Console (Production-Ready)
Understanding the YouTube Data API v3 Quota System
Email
IMAP-SMTP based Email Configuration Guide
MS Exchange based Email Configuration Guide
Email Channel Limitations
Voice and Video
CX SIP Proxy
CX SIP Proxy Deployment Guide
CX SIP Proxy Installation Guide
Dialplan implementation in EF SIP Proxy
Dialog and Profile replication in a cluster in EF SIP Proxy
Load balancing in EF SIP Proxy through the dispatcher module
HA in EF SIP Proxy
CX Media Server
CX Media Server API
Call Forking Concepts
CX Dialer
Benchmarking for CX Dialer
CX Dialer Deployment Guide
CX Dialer Environment Configurations
CX Voice Deployment
Releases for CX Voice Components
Media Server Deployment Guide
Media Server Configurations for CX Voice
Voice Connector Deployment Guide
Creating extensions on Media Server
Recording Middle-ware Deployment Guide
Recording Link Uploader Deployment Guide
Media Server Deployment and Configuration Guide (With Azure Transcription Support)
Media Server Deployment and Configuration Guide (With Google Transcription Support)
CX Voice Configuration Guide
Adding Agent Extensions for CX Voice
Updating AgentDesk Environment Variables for CX Voice
Voice Channel Configuration Limitations/Issues
Troubleshooting for CX Voice
Accessing CX Voice Components
CX Voice Upgrade Guides
CX Voice Upgrade to 4.5
CX Voice Upgrade to 4.5.2
CX Voice Upgrade to 4.5.2 for PTCL
CX Voice Upgrade to 4.5.1
CX Voice Upgrade to 4.5.3
CX Voice Upgrade to 4.5.3 for PTCL
CX Voice Upgrade to 4.6
CX Voice Upgrade to 4.6 for PTCL
CX Voice Upgrade to 4.7
CX Voice Upgrade to 4.7 for PTCL
CX Voice Upgrade to 4.7.1
CX Voice Upgrade to 4.8
CX-Voice Limitations
Channel Connector Developer Guide
Channel Connector Configuration
Messages
Register Channel Connector
Channel related terms
NLU / Digital Bots
Teneo
Bot Connector Developer Guide
Register Custom Bot
Custom Connector-Bot Communication
Controller Bot Training
Rasa
Rasa-X
Rasa-X Configuration
RASA-X Deployment using helm chart
CX-Activities
Scheduled Activities
Solution Architecture
CX Core and Voice Components Architecture
Integration Architecture
Expertflow ETL - Data Platform
Transformation Rules - ETL Pipelines
Activities Data Pipeline
CX-Voice Connector Activities Data Pipeline
Voice Activities Data Pipeline
Forms Data Pipeline
Teams Data Pipeline
Campaigns Data Pipeline
Campaigns Schema Data Pipeline
Campaign Scheduler Data Pipeline
Data Migrations
Migration Activity ( CX-4.4.10 to CX-4.7 )
Migration Activity ( CX-4.7 to CX-4.8 )
Data Migration On-boarding on Expertflow Data Platform
Expertflow ETL Deployment
Expertflow ETL deployment - A1
Testing Data Pipelines in Transflux
Reporting Connector
ETL Jobs
Deployment Guide - Kubernetes Cron Job For Reporting Connector
Deployment Guide - Kubernetes Cron Job For Custom Connector
Update Primary Key on channel session Table
Web RTC Secure Link Generation Data Pipeline
Agent Capabilities
Login to Agent Desk
Change Agent State
Logout
Accept a Conversation
View Conversation Data
Pause/Resume a Conversation
Limitations for Pause/Resume Conversation
Consult, Transfer and Conference
Send a Whisper Message
Send a Message
Edit a Text Message
View Conversation Notifications
Change Agent Desk Language
Agent Hand Raise
Embed a Webapp in Agent Desk
CTI Call Controls
Handle Voice Recording
Handling Multi-channel Conversation
Make a Manual Outbound Contact
Browser Microphone Permission
Apply Wrap-up and Add Notes
View Agent Dashboards
Assign Labels to Customers
Understanding Customer List View
Join Pull-based Requests
Leave Conversation
Browser and Sound Notifications
Supervisor Controls
Realtime Reporting and Dashboards
Impact of Team Structure on Dashboards
Agent Team
Silent Monitoring
Barge in
Team Announcements
Force Logout Agent
Customer List
Customer Schema
Customer Labels
Subscribed Lists
End PULL-based Requests
Monitors and manages CX Voice interactions
Deployment Guides
Deployment Planning
Kubernetes Distributions
Hardware sizing
RKE2 Single Node Deployment
RKE2 Control plane Deployment
RKE2 uninstallation
Tainting a Control Plane Node
ETCD Backup and Restore
Air-Gap Install for RKE-2 Kubernetes
Worker HA
Control Plane HA
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
TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ
Enable Keycloak DB (PostgreSQL) Connectivity Over TLS
TLS enablement for Redis, MongoDB , PostgreSQL and ActiveMQ with Static Certificates
MS-CRM-Connector-cif-1.0 Enablement with Kubernetes
MS-CRM-Connector-cif-2.0 Enablement with Kubernetes
TLS Enablement for ActiveMQ
Helm-based Deployment for Expertflow CX
CX Solution Helm Uninstallation
Eleveo Middleware Deployment Guide
Monitoring Solution Deployment
EFSwitch Monitoring Dashboards
C-Alerts
Setup Alerts via Gmail
EFCX Logs Traversal Guide
Enable Monitoring on MSSQL
CX Enhancements
WFM-Reports Component Deployment on Kubernetes
WFM-Core Component Deployment on Kubernetes
WFM-Auth Component Deployment on Kubernetes
Voice Recording Components deployment on Kubernetes
ELK for Logs Analysis
Deployment of Logging Operator
System Administration Guides
Add Cisco Unified Call Manager as a Voice Channel
Upgrade Guide for Routing Manager Role:
Mount CRM Service folder in unified-agent POD Guide
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 )
Deployment of Postgres as a Streaming Standby with an External Repo
MYSQL SSL Connection Configuration for Reporting
Guide to Resolve Stuck Conversations Due to Active Tasks in Redis
Guide For Setting Up or Upgrading MySQL Database
Post Deployment Administration
HA Control-Plane Node Failover
ETCD Server Administration in K3s
Retrieving a Lost Docker Image Tag from a k3s Cluster
Controller Scripting Guide
Configuration Guides
ETCD Server Administration in RKE2
Replace a failed control plane node RKE2
MongoDB slow query logs
Redis Log Monitoring via slowlogs
Grandmama Test Stub Deployment
Multi node cluster Failover scenarios
Collection Removal from MongoDB
Change Default ActiveMQ Passwords Using ConfigMap
Guide for migrating Keycloak Groups/Teams to CX Teams
Deployment of Mongo using ReplicaSet
Conversion of Single Node MongoDB to ReplicaSet
Upgrade Guide
Upgrade Guide CX4.8 to CX4.9
Upgrade Guide CX4.9 to CX4.9.1
Upgrade Guide CX4.9.1 to CX4.9.2
License manager PSQL subscription_order Table creation script
APISIX Routes
Upgrade Guide CX4.9.2 to CX4.9.3
Upgrade Guide CX4.9.3 to CX4.9.4
Upgrade Guide CX4.9.4 to CX4.9.5
Upgrade Guide CX4.9.5 to CX4.9.6
Geographical Deployment of Expertflow CX with Redundancy
Helm chart change logs
Geographical Disaster Recovery for EF-CX on Kubernetes
Create self-signed certificates for ingress
Health-Check API for CX Components
CX Deployment on Kubernetes
Expertflow CX Components Blueprint on Kubernetes
Recording Component Deployment For Eleveo
Setup Reporting Connector
Cisco voice Deployment on Kubernetes
CX uninstallation
Apply Domain-signed SSL Certificates
HC Migration Utility Deployment Guide
Setup Grafana for embedded dashboards
How to bootstrap Grafana to connect to SSL Enabled Datasource.
How to view/access the Agent Dashboards in Grafana.
How to Configure color Thresholds in Grafana panels
HC 3.x Data Migration
Minio Data Migration
Setup Realtime Reporting Connector
Statefulset Release Management
nats deployment guide for CX on cloud
Helm Upgrade Guide
ApiSix Deployment for EF CX for CX4.9.3
Upgrade to Mongodb Version 8.x for CX Solution
QM Deployment and Configuration Guide
QM Connector Deployment Guide
Oauth2-Proxy Deployment Guide using Helm
CX-Tenant Component deployment
LinkedIn Connector deployment using Helm
Developer Guides
Customer Facing SDK for Omnichannel Communication
Expertflow CX Objects
channelData
AgentPresence
CC User
Channel
ChannelConfig
ChannelConnector
channelSessionState
ChannelType
conversationParticipant
customer object
Participant
channelSession
ParticipantRole
ParticipantType
Tenant
carouselMessageType
component
ComponentType
CIM Messages
Message Body
Plain Text Message
Multimedia Messages
Send a Media message
Contact Message
Location Message
Button Message
URL Message
WrapUp Message
Delivery Notification Message
Notification Message
Deleted Notification
Whisper Message
Action Message
Carousel Message
Custom Message
Receipt Message
Template Message
Email Message
Voice Message
Message Header
Intent
Forms Developer Guide
Form APIs
Get Form Validations
Update Form
Get Form
Delete Form
Create Form
Agent Desk Developer Guide
Socket Events
onChannelTypes
topicSubscription
agentPresence_
socketSessionRemoved
revokeTask
topicUnsubscription
onPullModeSubscribedListRequest
onCimEvent
topicUnsubscription_
deletePullModeRequest
publishCimEvent
taskRequest
JoinAsSilentMonitor
unsubscribePullModeList
removePullModeSubscribedListRequests
changeAgentState
directConferenceRequest
subscribePullModeList
addPullModeSubscribedListRequests
directTransferRequest
joinPullModeRequest
onTopicData
topicClosed
connect_error
errors
onPullModeSubscribedList
pullModeSubscribedListRequests
JoinAsBargin
consultRequest
closeWrapup
pauseConversation
resumeConversation
joinAsWhisper
consultConferenceRequest
consultTransferRequest
agentAssistanceRequestPlaced
agentAssignedForAssistance
consulTransferRequestSuccess
wrapupTimerStarted
Exchange CIM Message
Third Party Activies API
Unified Admin Guide
Getting the Offline License Encrypted file
License Consumption Status
Supervisor Access to Unified Admin
Integrations
Cisco Contact center integration
Deployment and Configurations
Cisco Voice Channel Limitations
Cisco Outbound Connector
Cisco Outbound Connector Docker Deployment Guide
Cisco Outbound Connector Kubernetes Deployment Guide
Deploying Finesse Gadget
AgentDesk Environment Configurations for Cisco
Cisco Voice Channel Configuration Guide
Cisco Voice Channel Configuration Guide for CX4.2
Limitation/Issues in Cisco Integration For CX4.0,CX4.1
Limitation/Issues in Cisco Integration in CX4.2
Cisco Contact Center Integration with EF CX Cloud
CRM Connectors
CRM/Agent Desk Post Message Events
Eleveo Recording Middleware
Security
Identity and Access Management
Application Management
Two Factor Authentication - User Guide (Agent Desk)
Two Factor Authentication - Installation and Configuration Guide
RSA SecureID for Two Factor Authentication
Security and User Permissions
_Agent Team
_Team Configuration in Keycloak
User Roles
Keycloak Error Responses Guide
Agent Desk Error Messages Guide
Troubleshooting Login Errors
API Authentication using Application Gateway
APISIX Route Configuration Guide
Increase File Size - APISIX Ingress
Advanced APISIX Routing: A Guide to Create Exception Routes via Helm
Customize IP-based Rate Limiting for CCM's Internal WCM Access Route
Comprehensive Guide to Customize APISIX Plugins & Features via Helm
API Authentication - Integration Guide
Security Assessment: Components and APIs
User Management in KeyCloack
Admin Permissions - Resource, Scope, Role Mapping
Admin Guide For Bulk User Upload To Keycloak
Agent Authorization with Agent Desk
Agent Desk Permissions - Resource, Scope & Groups Mapping
How to update admin passwords in CX components
Separate Account for API Admin and Application Admin
Configuration of Event Logging in KeyCloak
KeyCloack Guides
KeyCloak Configuration
Keycloak Configurations for OAuth2-Proxy Enablement
Using KeyCloak for Superset Authentication
KeyCloak Users' Teams Configuration
KeyCloak realm and users Bootstrapping for EF-CX
KeyCloak Configurations for APISIX-Proxy Enablement
KeyCloak Token Lifespan Configuration
Security and Privacy Compliances
HIPAA Compliance
PCI DSS Compliance
GDPR Compliance
Security Features
Data Encryption
PII Data Masking
PII Data Masking in Logs
PII Data Masking of Customer Attributes in AgentDesk
Vulnerability Assessments
OWASP Top Ten
CX Component Vulnerability Report for CX4.9.3
for 4.9.2
CX Component Vulnerability Report
CX Component Vulnerability Report for CX4.9.5
LetsEncrypt SSL for EF-CX
Implementing Security Policies
Configurable Log Masking
Voice Recording Solution
SIPrec-based recording using a drachtio server, and FreeSWITCH as the media server
Recording Links In EF CX
Compatibility Guides
List of Open-source Software
Business Calendars
Business Calendars Limitations
Business Calendar API Configurations
Outbound Campaigns
Datasheet - CX Campaigns
User Guide - CX Campaigns
Init Node
CCE Cisco Dialer Node
CCX Cisco Dialer Node
Plain Message Node
Decision Node
Condition Node
API Reference - CX Campaigns
Solution Architecture - CX Campaigns
Deployment Guide - CX Campaigns
Campaign Channel Configurations
Reports - CX Campaigns
CX Surveys
CX Surveys Datasheet
CX Surveys Deployment Guide
CX Surveys User Guide
CX Surveys Reports
Questions' Summary Report
Agents' Summary Report
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
Historical Conversation Summary
Queue Stats Today
Wrap-up Summary
Queue-wise Stats Summary
Conversation Volume by Disposition
IVR Detail Report
IVR Summary Report
Answered Chats in Time Intervals
Agent Not Ready Detail
Agent Not-Ready Summary
Multichannel Session Detail
Agent Performance Report (For Voice Only)
Repeated Caller Report
Compare Teams Report
Review Volume Report
Team and Agent Skill Report
Compare Reviewer Report
League Table Report
Campaign Summary
Connected Calls Detail
Campaign Calls Detail Report
Dialing & Success Rate Summary - Campaign Wise
Superset Deployment for Reporting
Reports Configuration (Superset 2.0)
Update Reports on Superset 2.0
UTC Offset - Reports
Delete Report from (Superset 2.0)
Handling Superset Session Timeout
Reporting Database Schema
CX Historical Reports- Supporting Tables
Key Reporting Concepts
SLA Calculations
Agent Task Disposition
Task Reason Codes
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