Release Notes

Target release	1.0
Target release date	08 Oct 2024
Status	COMPLETED
Epic/Task	SNCC-1
Document status	COMPLETED
Document owner	Haseeb Tahir
Developers	Sharjeel Akram
QA	Haseeb Tahir

Release Summary

Integration between the EFCX Connector and ServiceNow CRM allows the EFCX Connector to run within the ServiceNow CRM Web UI. This enables agents to have call controls within ServiceNow CRM, allowing them to use the same CRM interface for all call and chat handling and transfers.

Release Limitations

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 ServiceNow CRM is required to deploy CRM side configurations.

Open Issues in Release

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(SNCC)%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%20Refinement%2C%20Re-opened%2C%20QA-Ready%2C%20%22To%20Do%22%2C%20%22Selected%20for%20Development%22)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with:

ServiceNow CRM
EFCX Agent Desk
CX Voice (Inbound & Outbound)
The following EFCX chat chanels:
- WebChat
- WhatsApp

Not Tested with:

Supervisor Controls
High Availibility (HA)

Web Browser:

Google Chrome - Version 129.0.6668.90 (Official Build) (64-bit)

Compatibility Matrix for this release is available here.