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
- Agent state timers
- Multi Session Application support
- Omnichannel for Customer Service
- Customer Service Workspace (including enhanced multisession workspace)
- State Change
- Ready
- Not Ready
- Logout
- Pending state
- Reason codes
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
- Click-to-dial
- Conference
- Create new record
- Dial from Ready
- Dial out, manually, to any number
- Hold and retrieve
- Open configured links in new window
- Transfer to an Agent
- Wrap-Up
Data handling
- Agent settings linked in options menu
- Automatic Screen Pop
- Data preview on calls
- Participant lookup on Dynamics
- Debug log upload
- Directory lookup
- Directory numbers
- Internationalization
- Phone call logging
- Share record
Unsupported features and limitations
Call control
- Send DTMF tones
- Speed Dial
- Campaign
- Transfer call from an existing consultation call
Data handling
- Real Time Views
- Flow Screen Pop
Cisco Webex Contact Center
- Call stuck on desktop/gadget after consult transfer (CSCwh37777).
Microsoft Dynamics
- Using Single Session and Multi Session Applications in parallel is not supported.
- The variables
totalHoldTimeandtotalHoldCountare 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.
- Unified Service Desk