Solution Components and Architecture
Introduction
This document describes the architecture diagram and solution components of EFCX connector and how it is embedded into the ZOHO.
Intended Audience
The document is intended for developers with knowledge of the Webex Contact Center and Zoho CRM.
Technical Overview
The Webex Contact Center (Webex CC) custom web component integrates with Zoho CRM using the Desktop Layout File. This allows agents to handle voice, chat, and email interactions directly from within Zoho CRM. Below is a detailed explanation of how this integration works:
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Understanding the Desktop Layout
The Desktop Layout File in Zoho CRM is responsible for defining the structure and placement of different components inside the agent interface. Webex CC custom web components are embedded within this layout to provide real-time communication functionalities
Communication Flow Diagram
The Webex CC web component communicates with Zoho CRM through zoho’s SDK methods.
Agent Logs In
The Webex Contact Center initializes inside Ef custom web component based on the desktop layout file configurations.
Receiving an Event
The Webex Contact Center custom web component interacts with Zoho CRM 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.