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Release Notes

Target release

1.0.0

Target release date

Status

COMPLETED

Epic/Task

ZCFE-118

Document status

COMPLETED

Document owner

Yulmas Gulzar

Developers

Amr Muhammad

QA

Yulmas Gulzar

EFCX Compatibility

Compatibility Guide

Release Summary

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

Release Limitations

  • Selected Wrap-up and Notes will not be reflected in the chat or call activity.

  • Click to chat is not available for this release.

  • Multi-match lists will not be displayed based on the active chat session when multiple chats are switched.

  • Activity gets created for unanswered Call\Chat.

  • Hand Raise functionality is currently not available.

  • Screen pop-up is not occurring for Whisper.

  • No activity gets created for Agent B when a Consult transfer is performed on Chat.

  • The direction in the activity for Agent B is appearing Outbound when performed Consult transfer.

  • Agent A can Hold the Conversation between Agent B and Customer when he is in a wrap-up state

  • CX-Voice limitations are here.

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

Data cannot be retrieved due to an unexpected error.

View these issues in Jira

Release Tested Highlights

Tested with:

  • EFCX Agent Desk

  • CX Voice

  • Supervisor Controls.

  • The following EFCX chat chanels:

    • WebChat

    • WhatsApp

  • Zoho CRM

Testing Machine Hardware Specs:

CPU

RAM

Hard Disk

4

12GB

120GB

Operating System:

Version: Windows Server 2016 Standard

Compatibility Matrix for this release is available here.

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