Introduction
This document describes the architecture diagram and solution components of the EFCX Contact Center Connector for ZOHO CRM.
Intended Audience
The document is intended for developers and solution architects with knowledge of EFCX Contact Center Embeddable Framework integration and ZOHO Extensions
Technical Overview
The following architecture diagram illustrates how the EFCX Contact Center Embeddable Framework integrates into ZOHO CRM.
Communication Flow
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The agent accesses Zoho, which includes an iframe integration of the EFCX Agent Desk.
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The EFCX Agent Desk is embedded within Zoho using the EFCX Embeddable Framework, which utilizes WebRTC and APIs.
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This generic connector facilitates communication between the Embeddable Framework and the EFCX Events system.
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When a call arrives at EFCX, the EFCX Framework receives the event. The generic connector manages these events and notifies the Agent Desk within Zoho.
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A screen pop appears, displaying the customer’s CRM record.
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The agent answers the call and interacts through the EFCX Agent Desk inside Zoho CRM.
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Subsequently, the agent performs all necessary operations within Zoho, while the EFCX iframe is used solely to execute operations such as Consult, Transfer, and Conference the interaction to different agents.
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Conversation events, notes, and outcomes are synchronized between Zoho and EFCX through the generic connector.