Solution Components and Architecture

Introduction

This document describes the architecture diagram and solution components of EF connector and how it is embedded into the Zendesk solution.

Intended Audience

The document is intended for developers with knowledge of EF Connector and Zendesk.

Technical Overview

Following is the architecture diagram that illustrates how the EF connector is integrated into Zendesk.

Communication Flow

The communication flow between Zendesk, the components of EF connector is given as follows:

1. Customer Call reaches the EF connector through CX voice channel.

2. Customer Chat reaches the EF connector through web, WhatsApp and Facebook channels.

3. EF route the call or chat to the best available agent. 

4. Zendesk Connector receives the notification from EF that the call or chat is coming. 

5. When a new call or chat comes in, a notification bar will appear to accept the conversation. The connector will then do a screen pop in Zendesk based on the customer number by calling ZAF Client APIs.

6. Once the agent accepts the call or chat, EF Zendesk Connector connects the call or chat with the customer.

7. After that agent will perform all his operations on the Zendesk CRM, the EF interface will only be involved to perform the Operation like Consult / Transfer / Conference the call or chat to a different agents. 

8. Once the Call or Chat ends, EF Zendesk Connector will create the ticket in the Zendesk Support CRM. The Ticket details are available in the Business Feature Guide.