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Release Notes

Target release

1.0.0

Target release date

Status

COmpleted

Epic/Task

https://expertflow-docs.atlassian.net/browse/CTI-1960

Document status

COmpleted

Document owner

Yulmas Gulzar

Developers

Saqib Sana

QA

Yulmas Gulzar

Release Summary

This embedded EFCX Connector runs inside the SAP CRM, it enables agent state controls, call & chat controls within SAP CRM allowing agents to use the same CRM agent interface for all call and chat handling and transfer.

Release Limitations

  • Selected Wrap-up will not be reflected in the chat or call activity.

  • Activity is being created for No match case.

  • An activity will created in the CRM for a non-engaged conversation.

  • Multiple activities get created when page is refreshed during incoming chat.

  • The screen pop-up does not reflect the active chat correctly when an agent is handling multiple chats.

  • Activity is not created automatically when a call is initiated via the Click-to-Dial feature.

  • If the agent manually logs the activity during an active Click-to-Dial call, the end time and call duration recorded are inaccurate.

  • In the case of a manual outbound call initiated by an Agent, the activity log does not capture key attributes like End Date, End Time, and Call Duration.

  • Click to chat is not available for this release.

  • CX-Voice limitations are here.

Important Notes

  • An activity is created immediately when a chat/call lands on the agent.

  • An activity will be created for Agent B as well in the CRM for the consult chat.

  • Three separate activities will be created in Consult Transfer case of voice.(One for Agent A and Two for Agent B).

  • Do not login to the same agent on different browsers or different machines.

  • Administrative access to server machines is required to install Microsoft Dynamics EFCX Connector.

  • Admin access for MS Dynamics CRM is required to make CRM side configurations.

Open Issues

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(CTI)%20and%20type%20in%20(Bug%2C%20%22Story%20Bug%22)%20and%20status%20in%20(Backlog%2C%20Delivery%2C%20Dev-Ready%2C%20Discovery%2C%20Drafting%2C%20%22Embed%20or%20Popup%20HTTP%20Gadget%20in%20EFCX%22%2C%20Impact%2C%20%22In%20Progress%22%2C%20%22In%20Review%22%2C%20In-Progress%2C%20In-QA%2C%20In-Review%2C%20Launched%2C%20Marketing%2C%20On-hold%2C%20%22Parking%20lot%22%2C%20Planning%2C%20QA-Ready%2C%20Re-opened%2C%20%22Ready%20for%20delivery%22%2C%20%22Ready%20for%20Launch%22%2C%20Refinement%2C%20Reopened%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20AND%20affectedVersion%20in%20(SAP_EFCX_1.0.0)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with:

  • EFCX Agent Desk 4.8

  • CX Voice

  • WebChat

  • SAP CRM (Version 2)

Not Tested with:

  • Supervisor Controls.

  • High Availability (HA).

Testing Machine Hardware Specs:

CPU

RAM

Hard Disk

8

16GB

150GB

Operating System:

Version: Red Hat Enterprise Linux release 9.4 (Plow)

Compatibility Matrix for this release is available here.