Release Notes

Release Summary: Webex Contact Center Connector for SuiteCRM

The Webex Contact Center Connector for SuiteCRM enables seamless voice, chat, and email integration, improving agent efficiency and customer engagement.

Release Summary

This embedded Webex Connector runs inside the SuiteCRM, it enables agent state controls, call, chat and email controls within SuiteCRM allowing agents to use the same CRM agent interface for all call and chat handling and transfer.

Release Limitations

• The timestamp shown in the activity does not accurately reflect the actual time of the interaction (e.g., chat, call, email).

• Activity will be created for the declined outbound call by the customer.

• When Agent A exits a conference call, the activity pop-up incorrectly appears on Agent B while the call with the customer is still active.

• No Consult and Transfer feature is available for call on Dial number feature.

• In "No Match" cases, the record is automatically saved as "Anonymous" and cannot be edited or modified after creation.

Important Notes

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

• Admin access for SuiteCRM is required to make CRM side configurations.

• After a Conference Call, Agent B will not transit into the Wrap-Up state.

Open Issues

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(CTI)%20and%20type%20in%20(Bug%2C%20%22Story%20Bug%22)%20and%20status%20in%20(Backlog%2C%20Delivery%2C%20Dev-Ready%2C%20Discovery%2C%20Drafting%2C%20%22In%20Progress%22%2C%20%22Embed%20or%20Popup%20HTTP%20Gadget%20in%20EFCX%22%2C%20%22In%20Review%22%2C%20In-Progress%2C%20In-QA%2C%20Impact%2C%20In-Review%2C%20On-hold%2C%20Marketing%2C%20%22Parking%20lot%22%2C%20Planning%2C%20QA-Ready%2C%20Re-opened%2C%20%22Ready%20for%20delivery%22%2C%20%22Ready%20for%20Launch%22%2C%20Refinement%2C%20Reopened%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20and%20affectedVersion%20IN%20(Webex_Suite_1.0.0)%20AND%20labels%20IN%20(cti_board)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with

• WebEx Agent Desk with following Channels:

  • WebChat

  • Voice

  • Email

• SuiteCRM V8

Not Testing With

• Supervisor Controls

Web Browser(s)

1. Google Chrome 136.0.7103.114 (Official Build) (64-bit)

2. Firefox 138.0.4 (64-bit)

Testing Machine Hardware Specs:

Operating System:

Version: Microsoft Windows Server 2019 Standard