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Release Notes

Target release

1.1

Target release date

Status

COMPLETED

Epic/Task

SECC-117

Document status

COMPLETED

Document owner

Haseeb Tahir

Developers

Sharjeel Akram

QA

Haseeb Tahir

Release Summary

This embedded EFCX Connector runs inside the Salesforce CRM Web UI  and enables agent/call controls within Salesforce allowing agents to use the same CRM agent interface for all call and chat handling and transfer.

New in this Release

Multiple Match ANI Drop-down

In the case of multiple matches, a list of all the matched records of the respective entity will be shown in the drop-down list in alphabetical order on the top of connector. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the dropdown list and that customer profile will pop up. Search can be made as follows.

Set the Entities Priority in Configuration

By default entities supported for searching are Account/Contact/Lead (we can set priority in configuration).

Click to Call

This feature allows the agent to select any number corresponding to a record (Account/Contact/Lead etc) and initiate an outbound call with that number.

Limitations

  • Two anonymous accounts will be saved for a single Outbound chat at the end of the conversation.

  • Encrypted phone number will be mapped on Customer’s Screen pop-up and Chat Activity in case of Viber.

  • Click to chat is not available for this release.

  • Selected Warp-up and Notes will not refelected in the chat or call activity.

  • Activity will be created for unanswered Call/Chat.

  • CX-Voice 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 Salesforce CRM is required to deploy CRM side configurations.

Open Issues

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(SECC)%20and%20type%20in%20(Bug%2C%20%22Story%20Bug%22)%20and%20status%20in%20(Backlog%2C%20Delivery%2C%20Dev-Ready%2C%20Discovery%2C%20Draft%2C%20Impact%2C%20%22In%20Progress%22%2C%20%22In%20Review%22%2C%20In-Progress%2C%20In-QA%2C%20In-Review%2C%20On-hold%2C%20Open%2C%20%22Parking%20lot%22%2C%20Pending-Customer%2C%20QA-Ready%2C%20Re-opened%2C%20Refinement%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with:

  • Salesforce Lightning CRM.

  • EFCX Agent Desk.

  • CX Voice.

  • The following EFCX chat channels:

    • WebChat

    • WhatsApp

Not Tested with:

  • Supervisor Controls.

  • High Availibility (HA).

Compatibility Matrix for this release is available here.

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