Solution Component and Architecture

Introduction

This document describes the architecture diagram and solution components of EFCX connector and how it is embedded into the ZOHO CRM.

Intended Audience

The document is intended for developers with knowledge of EFCX Connector and ZOHO CRM.

Technical Overview

Following is the architecture diagram that illustrates how the EFCX connector is integrated into Zoho.

Communication Flow Diagram

The communication flow between Zoho and the components of EFCX connector is given as follows:

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

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

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

4. Zoho Connector receives the notification from EFCX that the call or chat is coming. 

5. EFCX Zoho Connector, display a popup message in the Connector and also do the screen pop in Zoho CRM Based on customer number by calling ZOHO CRM APIs.

6. Once the agent accepts the call or chat, EFCX Zoho Connector connects the call or chat with the customer.

7. Once the Call or Chat ends, EF Zoho Connector will create the task in the Zoho CRM. The task field details are available in the Business Feature Guide.