Features and Limitations
The following chapters call out notable features and feature limitations in the current release of b+s Connects for Microsoft Dynamics.
Notable features
The following content (features) have been implemented:
Agent state control
- Login with login-screen
- Login by name
- Single Sign-On (not supported for USD)
- Hybrid (supported as of Finesse 12.5)
- SSO Only
- Comfort login
- Agent Device Selection / Shared ACD Line (requires Finesse 12.6 or higher)
- Mobile Agent (CCE only)
- Agent state after login
- Agent state timers
- Collapsed mode
- Desktop Notifications (not supported for USD)
- Multi Session Application support (not supported for USD)
- Omnichannel for Customer Service
- Customer Service Workspace (including enhanced multisession workspace)
- Omnichannel Federation
- State Change
- Ready
- Not Ready
- Logout
- Pending state
- Reason codes
- VPN-Less Finesse
Call control
- Accept and hang up
- Associate records of any entity to phone call logs
- Call notes
- Call timers
- Call duration timer
- Hold timer
- Wrap-Up timer (backward counting if Finesse >= 12)
- Click-to-dial
- Conference
- Create new record (USD: minimum version 4.1.1.1433)
- Dial from Ready (requires Finesse 12.5 or above)
- Dial out, manually, to any number
- Hold and retrieve
- Open configured links in new window
- Outbound option
- Send DTMF tones
- Speed Dial (Dial, Direct Transfer, Single Step Conference)
- Transfer
- Wrap-Up
Data handling
- Agent settings linked in options menu
- Automatic Screen Pop (participant, case or phone call log)
- Data preview on calls
- Call variables
- Participant lookup on Dynamics
- Debug log upload
- Directory lookup
- Directory numbers
- Integration API
- Internationalization
- Phone call logging
- Real Time Views
- Team View
- Queue View (CCE only)
- Queue Status Bar with Thresholds
- Share record
Supervisor capabilities
Call recording support (3rd party products)
- Supported products:
- Call recording controls
- Pause recording
- Resume recording
- Save segment
- Delete segment
- Save the URL of a call recording into the phonecall record to have access to the recording playback from Microsoft Dynamics.
- Save a phonecall record ID into Calabrio's call recording metadata.
Unsupported features and limitations
General
- Using b+s Connects in conjunction with other CTI clients or hard-/softphone may result in losing functionality (e.g. if a call is transferred using the softphone, the Share record variable is not available to the second agent).
- Keypad for outbound dialing.
- Enable/disable phonecall log creation (refer to these instructions to learn how a Cloud Flow can be utilized to delete the phonecall record after the call has ended).
- Verint call recording.
- For transferred calls, only the transferring agent calls will be recorded. The receiving agent conversations won't be recorded by the Calabrio system.
Cisco
General
- All calls are displayed as incoming calls after CTI or PG failover (CCE limitation).
- Call Data can be missing after CTI or PG failover.
- When transferring a call to a queue, the screen pop behavior can resemble an incoming call.
- Supervisor barge-in creates an additional session in Customer Service Workspace or Omnichannel for Customer Service when using Finesse 11.6 or below.
- Sending and receiving team messages is not possible for Cisco Finesse versions lower than 12.0.
CCX
- Mobile Agent is not supported on CCX.
- Speed Dial in CCX environment: Single step conference to a busy device might not retrieve the customer upon failure.
- Setting the Wrap-Up reason during a call is not possible in a CCX environment if the requirement was set on the Contact Service Queue (CSQ)
- Requesting Wrap-Up is not possible in a CCX environment.
- Execution of direct transfers from the Cisco Finesse Agent Desktop are not allowed when running in parallel with the b+s Connects gadget.
- Cisco Outbound Option on CCX only supports Direct preview, Progressive and Predictive dialing modes
CCE
- Call variable may be missing if a transfer occurs over multiple peripherals (aka Multi-PG transfer).
- Dialing in the Ready state is not possible for CCE environments lower than 12.5.
- Sending and receiving team messages is not possible for Cisco Finesse versions below 12.0.
Microsoft Dynamics
- Using Single Session and Multi Session Applications in parallel is not supported.
- The variables
totalHoldTime
andtotalHoldCount
are reset to 0 on page reload. - The participant data is lost on page refresh if it's not of type Contacts, Accounts, Leads or Systemusers.
- The phone call record is not completed when the last remaining agent leaves a conference (the CallType is CONFERENCE) and the initiator of the conference went into wrapup.
- Reloading b+s Connects on an inactive session with a call will display the call on that inactive session.
- Some Service Layout form controls might not be loaded, trying to save the Service Layout record results in an error. Refresh the Service Layout form and scroll to the bottom to load all form controls and retry to save.
USD
The following features are not supported for USD
- Single-Sign On
- Desktop notifications
- Multi Session Applications
- Create new record links in USD versions before 4.1.1.1433
Important notes
Upgrade to 5.12
- The log file download has been changed. It is stored as a JSON file in the timeline on the
Connects Agent Settings
. The old log files are deprecated and will be removed in future releases.
Upgrade to 5.10 or later versions
- The configuration has been removed from the advanced settings - it can be found in the "b+s Connects for Microsoft Dynamics" app.
Upgrade to 5.7 or later versions
- Configuration of the Desktop notifications is removed from the Service Layout configuration. The agent can enable or disable it on his own in "My Agent Settings".
- The navigation links to Home, Team View and Queue View are moved to the new navigation menu in the upper left corner.
Upgrade to 5.4 or later versions
- Set "Enable autocomplete call log" to true to enable automatic completion of the phone call log when a call ends.
- Set "Screenpop on incoming call mode" to Participant to get a pop up for participant lookup.
Upgrade 5.0 to later versions
- Set "Enable Screen pop" to true to enable automatic screen pop.
- Configure {notes} variable in Phone Call Log section (Service Layout).
These steps need to be done manually due to a limitation in Dynamics 365 regarding default value handling. Default values are only applied when a new record is created but existing records are not updated.
USD configuration must be updated to support manual phone call association. Please refer to Unified Service Desk Configuration Guide for detailed instructions.