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 Odoo.

Intended Audience

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

Technical Overview

The following is the architecture diagram that illustrates how the EFCX connector is integrated into Odoo.

Communication Flow Diagram

Once you install the connector package in Odoo, it will embed the EFCX softphone widget.

The communication flow between Odoo and the components of EFCX connector is given as follows:

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

2. Customer Chat reaches the EF connector through Web-Chat, WhatsApp and Viber channels.

3. EF route the call or chat to the best available agent. 

4. Odoo receives the notification from EF that the conversation is coming. 

5. When a new conversation comes in, a notification bar will appear to accept the conversation. The connector will then do a screen pop in Odoo based on the customer number.

6. Once the agent accepts the conversation, EF Odoo Connector connects the conversation with the customer.

7. After that agent will perform all his operations on the Odoo CRM, the EF interface will only be involved to perform the operation like Consult / Transfer / Conference the call or chat to a different agents. 

8. Once the Call or Chat ends, EF Odoo Connector will create the activity in the Odoo CRM. The conversation activity details are available in the Business Features Guide.