Solution Components and Architecture

Introduction

This document describes the architecture diagram and solution components of EFCX(Expertflow contact center) connector and how it is embedded into the Microsoft Dynamics solution.

Intended Audience

The document is intended for developers with knowledge of EFCX Connector and Microsoft Dynamics.

Technical Overview

Following is the architecture diagram that illustrates how the EFCX connector is integrated into Microsoft Dynamics.

Communication Flow Diagram

The communication flow between Microsoft Dynamics, the components of EFCX connector is given as follows:

1. Customer Call reaches the EFCX connector through CX voice channel.

2. EFCX routes the call or chat to the best available agent. 

3. As the call or chat lands on the Agent, a matched record pops up in the Microsoft Dynamics CRM against the customer number

4. Once the agent accepts the call or chat, EFCX connects the call or chat with the customer. 

5. Once the Call or Chat ends, EF Microsoft Dynamics Connector will create the task in the Microsoft Dynamics. The task field details are available in the Business Feature Guide.