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Release Notes

Target release

1.0.0

Target release date

Status

completed

Epic/Task

.jira-issue { padding: 0 0 0 2px; line-height: 20px; } .jira-issue img { padding-right: 5px; } .jira-issue .aui-lozenge { line-height: 18px; vertical-align: top; } .jira-issue .icon { background-position: left center; background-repeat: no-repeat; display: inline-block; font-size: 0; max-height: 16px; text-align: left; text-indent: -9999em; vertical-align: text-bottom; } CTI-2067

Document status

Completed

Document owner

Haseeb Tahir

Developer

Sharjeel Akram

QA

Haseeb Tahir

Release Summary

The Zoho CRM Connector for Genesys Contact Center enables seamless voice, chat, and email integration, improving agent efficiency and customer engagement.

Release Limitations

  • Click to chat and click to email is not available for this release.

  • The CRM screen pop does not update when agents end conversations individually during multi-conversation handling.

  • The refresh functionality is not supported in this version.

  • Email conversation activity will not be logged in the Lead entity of Zoho CRM.

ℹ️

Important Notes

  • Do not login to the same agent on different browsers or different machines.

  • Administrative access to server machines is required to install EF Connector.

  • Admin access to CRM is required to deploy CRM side configurations.

  • In the case of a Consult call, on Agent B, system will do the screen pop based on customer ANI.

  • Browser Limitations so far include: Google Chrome’s Incognito mode (Genesys Limitation).

  • There's no refresh browser functionality for this release (Genesys Limitation).

  • The screen pop-up does not reflect the active chat correctly when an agent is handling multiple chats.

  • The conversation activity will be created for unanswered conversations due to activity creation during ringing state.

  • No wrap-up and call notes for manual Outbound calls.

  • Agent won’t be able to initiate & answer the phone calls with insufficient balance in Genesys account.


Open Issues

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(CTI)%20and%20type%20in%20(Bug%2C%20%22Story%20Bug%22)%20and%20status%20in%20(Backlog%2C%20Delivery%2C%20Dev-Ready%2C%20Discovery%2C%20Drafting%2C%20%22Embed%20or%20Popup%20HTTP%20Gadget%20in%20EFCX%22%2C%20Impact%2C%20%22In%20Progress%22%2C%20%22In%20Review%22%2C%20In-Progress%2C%20In-QA%2C%20In-Review%2C%20Marketing%2C%20On-hold%2C%20Open%2C%20%22Parking%20lot%22%2C%20Planning%2C%20QA-Ready%2C%20Re-opened%2C%20%22Ready%20for%20delivery%22%2C%20%22Ready%20for%20Launch%22%2C%20Refinement%2C%20Reopened%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20and%20affectedVersion%20in%20(Zoho_Genesys_1.0.0)%20ORDER%20BY%20created%20DESC


Release Tested Highlights

Tested with:

  • Zoho CRM

  • Click to Call 📞

  • The following Genesys CC channels:

    • WhatsApp Chat📱

    • Email ✉

    • Voice ✆ (Inbound & Outbound)

Not Tested with:

  • Supervisor Controls

  • High Availability (HA)

Testing Machine Hardware Specs

CPU

RAM

Hard Disk

4

16GB

150GB

Web Browser(s)

  1. Google Chrome - Version 143.0.7499.170 (Official Build) (64-bit)

Operating system - Generic Connector

  • Ubuntu 22.04.4 LTS - (GNU/Linux 5.15.0-119-generic x86_64)

🖥️

Compatibility Matrix for this release is available here.