Release Notes

Release Summary: Webex Contact Center Connector for Zoho CRM

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

Release Summary

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

Release Limitations

• Right after the login when multiple inbound emails land in the system at the same time, the expected screen pop-up does not trigger for the agent.

• The multi-match bar does not appear on Agent automatically.

• Search field is not available in the Multi-match drop down.

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

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

Important Notes

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

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

Open Issues

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(ZCFW)%20and%20type%20in%20(Bug%2C%20%22Story%20Bug%22)%20and%20status%20in%20(Approved%2C%20Backlog%2C%20Completed%2C%20Created%2C%20Delivery%2C%20Dev-Ready%2C%20Discovery%2C%20Drafting%2C%20Impact%2C%20%22In%20Progress%22%2C%20%22In%20Review%22%2C%20In-Progress%2C%20In-QA%2C%20In-Review%2C%20Launched%2C%20Marketing%2C%20On-hold%2C%20%22Parking%20lot%22%2C%20Planning%2C%20QA-Ready%2C%20Re-opened%2C%20%22Ready%20for%20Launch%22%2C%20Refinement%2C%20Reopened%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with

• WebEx Agent Desk with following Channels:

  • WebChat

  • Voice

  • Email

• Zoho CRM

Not Testing With

• Supervisor Controls

Web Browser(s)

1. Google Chrome (Version 133.0.6943.142 (Official Build) (64-bit))

2. Firefox (135.0.1 (64-bit))

Testing Machine Hardware Specs:

Operating System:

Version: Linux version 6.8.0 40-generic (buildd@lcy02-amd64-078) (x86_64-linux-gnu-gcc-12 (Ubuntu 12.3.0-1ubuntu1-22 04) 12:3.0, GNU Id (GNU Binutils for Ubuntu) 2.38) #40-22.04.3-Ubuntu SMP PREEMPT DYNAMIC