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 SAP CRM.

Intended Audience

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

Technical Overview

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

Communication Flow Diagram

The communication flow between SAP, 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 CRM against the customer number

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

5. As the agent accepts a Call or Chat ends, EF SAP Sales Cloud and Service Cloud Connector will log the activity in the CRM.