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Version: 5.14

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

Call control

Data handling

Supervisor capabilities

Call recording support (3rd party products)

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.
  • Single sign-on (SSO) with hybrid mode is not supported for Cisco Finesse versions below 12.5.

Microsoft Dynamics​

  • Using Single Session and Multi Session Applications in parallel is not supported.
  • The variables totalHoldTime and totalHoldCount 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.
  • The phone call record will not be updated after marking it as complete if the agent does not have the required Administrator role assigned.
  • 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 5.14 or later versions

  • For SSO environments the file for the SSO frame must be updated. Since Finesse caches the file, make sure that the newly uploaded file is loaded in b+s Connects. For more information please refer to the configuration of SSO.

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.

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