Solution Components and Architecture

Introduction

This document describes the architecture diagram and solution components of Webex Connector and how it is embedded into the SuiteCRM.

Intended Audience

The document is intended for developers with knowledge of the Webex Contact Center and SuiteCRM.

Technical Overview

The Webex Contact Center (Webex CC) integrates with SuiteCRM using the Desktop Layout File.
This allows agents to handle voice, chat, and email interactions directly from within SuiteCRM. Below is a detailed explanation of how this integration works:

Understanding the Desktop Layout

The Desktop Layout File defines the structure and placement of various components within the agent interface. The Expertflow Bundle is embedded in this layout to enable real-time communication between the Webex SDK and SuiteCRM APIs.

Communication Flow Diagram

The Webex Agent Desktop communicates with SuiteCRM through the Expertflow Bundle.

Receiving an Event

The Webex Contact Center interacts with SuiteCRM based on real-time Webex events. When an event occurs (such as an incoming call, chat, or email), the component triggers specific CRM-side actions.