Release Notes

Target release	1.0.0
Target release date	10 Sep 2025
Status	COMPLETED
Epic/Task	CTI-1956
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.

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)

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.