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Release Notes

Target release

1.0.0

Target release date

Status

Completed

Epic/Task

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Document status

Completed

Document owner

Haseeb Tahir

Developer

Uzair Anwar

QA

Haseeb Tahir

Release Summary

Integration between Webex Connector and SAP (Sales & Service Cloud) CRM. 

This embedded Webex Connector operates within SAP CRM, enabling agent and media channel controls. It allows agents to use a unified CRM interface for all interactions, including calls, chats, and emails.

Release Limitations

  • Click to chat and click to email is not available for this release.

  • The CRM screen pop does not update when agents end conversations individually during multi-conversation handling.

  • The refresh functionality is not supported in this version.

  • All other SAP (Sales & Service Cloud) CRM related limitations are here.

ℹ️

Important Notes

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

  • Administrative access to server machines is required to install EF Connector.

  • Admin access to CRM is required to deploy CRM side configurations.

  • For email interactions, the channel will logged as CHAT instead of EMAIL in the conversation activity of SAP CRM. Check Email Integration feature.

  • The conversation activity for Agent B will be logged as “Outbound” in direction when receiving a transferred outbound call from Agent A.

  • The conversation activity will be created for unanswered conversations due to activity creation during ringing state in SAP Webex Connector.

  • During the consult call, Agent A can initiate the conference call by clicking the ‘Merge’ button on the Agent A interface.

Release Tested Highlights

Tested with:

  • SAP (Sales & Service Cloud) CRM - Version 2

  • Click to Call

  • The following Webex channels:

    • WebChat

    • Email

    • Voice (Inbound & Outbound)

Not Tested with:

  • Supervisor Controls

  • High Availability (HA)

Testing Machine Hardware Specs

CPU

RAM

Hard Disk

4

16GB

150GB

Web Browser(s)

  1. Google Chrome - Version 139.0.7258.155 (Official Build) (64-bit)

Operating system

  • Ubuntu 22.04.4 LTS - (GNU/Linux 5.15.0-119-generic x86_64)

🖥️

Compatibility Matrix for this release is available here.