Solution Component and Architecture

Introduction

This document describes the architecture diagram and solution components of the Webex Contact Center (Webex CC) Connector for SAP Sales and Service Cloud.

Intended Audience

The document is intended for developers and solution architects with knowledge of Webex CC integration and SAP Sales & Service Cloud (V2).

Technical Overview

The following architecture diagram illustrates how the Webex CC Connector integrates into SAP Sales and Service Cloud.

Communication Flow

1. The agent accesses SAP Sales & Service Cloud (V2), which includes an iframe integration of the Webex CC Desktop.

2. The Webex CC Agent Desktop is embedded within SAP using the Webex CC Embedded Framework, which leverages WebRTC and REST APIs.

3. The Webex CC Connector acts as a bridge between the SAP CRM interface and Webex CC events.

4. When a call or interaction arrives in Webex CC, the Webex CC event framework receives the event. The connector captures these events and notifies the embedded Agent Desktop within SAP.

5. A screen pop displays the corresponding customer record in SAP CRM based on the caller’s information.

6. The agent answers the call and manages the interaction through the embedded Webex CC Agent Desktop inside SAP.

7. All business-related operations are performed within SAP CRM, while the Webex iframe is used to execute call control operations such as Consult, Transfer, Hold/Resume, and Conference.

8. Conversation events, call logs, and notes are synchronized between SAP and Webex CC via the connector, ensuring consistent context across systems.