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Solution Components and Architecture

Introduction

This document describes the architecture diagram and solution components of the Webex Contact Center Connector for ZOHO CRM.

Intended Audience

The document is intended for developers and solution architects with knowledge of Webex Contact Center Embeddable Framework integration and ZOHO Extensions

Technical Overview

The following architecture diagram illustrates how the Webex Contact Center Embeddable Framework integrates into ZOHO CRM.

Zoho x Webex Architecture.drawio.png

Communication Flow

  • The agent accesses Zoho, which includes an iframe integration of the Webex Agent Desk.

  • The Webex Agent Desk is embedded within Zoho using the Webex Embeddable Framework, which utilizes WebRTC and APIs.

  • This generic connector facilitates communication between the Embeddable Framework and the Webex Events system.

  • When a call arrives at Webex, the Webex Framework receives the event. The generic connector manages these events and notifies the Agent Desk within Zoho.

  • A screen pop appears, displaying the customer’s CRM record.

  • The agent answers the call and interacts through the Webex Agent Desk inside Zoho CRM.

  • Subsequently, the agent performs all necessary operations within Zoho, while the Webex iframe is used solely to execute operations such as Consult, Transfer, and Conference the interaction to different agents.

  • Conversation events, notes, and outcomes are synchronized between Zoho and Webex through the generic connector.