Changelog
6.1.0 (2023-12-20)
Welcome to the 6.1.0 release. This version was built on December 20th, 2023 and contains the following new features:
- Support the Integration API for Webex Contact Center
- Configure the maximum height for Speed Dial Numbers
- Display assigned users in Service Layout and Contact Center configuration
- Allow agents to warm transfer calls
Features and Improvements
Support the Integration API for Webex Contact Center
Available for: WxCC
It is now possible to implement Custom Integrations and Requests by using the Integration API.
Closes MSD-4104.
Configure the maximum height for Speed Dial Numbers
Available for: Finesse
It is now possible to set the maximum height for Speed Dial Number cards on the home and call view.
Closes MSD-4203.
Display assigned users in Service Layout and Contact Center configuration
Available for: Finesse WxCC
Assigned users are displayed and can be edited on the Service Layout and Contact Center configuration form.
Closes MSD-3445.
Allow agents to warm transfer calls
Available for: WxCC
A new feature is available that allows agents to transfer calls to consulted coworkers. This increases agent productivity and efficiency.
Closes SNOW-3865.
Bug Fixes
Idle and Wrap Up codes are not displayed correctly
Available for: WxCC
Symptom: Depending on the Desktop Profile configuration, Idle Codes or Wrap Up Codes are not displayed.
Conditions: The agent's Desktop Profile is configured to use either Idle Codes "Specific" with Wrap Up Codes "All" or vice versa.
Workaround: Use the WxCC Desktop to change the Idle or Wrap Up Codes.
Further Problem Description: In case the Desktop Profile is configured to use Idle Codes "Specific" and Wrap Up Codes "All", there are no Wrap Up Codes displayed at all and the agent may not be able to leave Wrap Up.
If the Desktop Profile is configured to use Idle Codes "All" and Wrap Up Codes "Specific", there are no Idle Codes displayed on the voice channel dropdown. Agents with this configuration are not able to enter the Unavailable state.
Closes SCV-2344 and SNOW-4049.
Prevent wrong participant being displayed on consultation call after reload
Available for: WxCC
Symptom: Instead of Agent A's extension, the queue number is displayed on Agent B's work item after reloading the gadget. Also, if the consultation call was not yet answered by Agent B before reload, the end call button is falsely displayed on the work item after the reload.
Conditions: Agent A consults Agent B, then Agent B reloads the gadget.
Workaround: If the call is not yet accepted, answering the call causes the gadget to display the correct participant again. If the call is already answered, there is no workaround. There is also no workaround for the work item mistakenly being displayed as answered.
Further Problem Description: None.
Closes SNOW-3945 and SNOW-3946.
6.0.0 (2023-11-03)
Welcome to the 6.0.0 release. This version was built on November 3rd, 2023 and contains the following new features:
⚠ BREAKING CHANGES
- Documentation restructuring and changed admin experience due to WxCC support More information
Features and Improvements
⚠ Support Webex Contact Center
Available for: WxCC
b+s Connects for Dynamics supports Webex Contact Center in parallel with Finesse Contact Center.
This is a breaking change.
Closes MSD-3582.
Documentation
Display all changes of a major version in the change log
Available for: Finesse WxCC
The change log contains all changes of the minor and patch releases of the major version.
Closes MSD-3749.
Update the documentation according to the changed role assignment
Available for: Finesse WxCC
The documentation is adjusted because the assignment of users to roles changed.
Closes MSD-4176.