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Version: 6.1

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:

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.

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