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 phonecall records
- Call notes
- Call timers
- Call duration timer
- Hold timer
- Wrap-Up timer
- Click-to-dial
- Conference
- Consult/Transfer to an Agent, Queue or a Dial Number
- Create new record
- Dial from Ready
- Dial out, manually, to any number
- Hold and retrieve
- Open configured links in new window
- Wrap-Up
Data handling
- Agent settings linked in options menu
- Automatic Screen Pop (participant, case or phonecall record)
- Data preview on calls
- Participant lookup on Dynamics
- Debug log upload
- Directory lookup
- Directory lookup in Webex Contact Center Address Book
- Directory numbers
- Integration API
- Internationalization
- Phone call logging
- Share record
Unsupported features and limitations
General
- Webex Calling
- Disabled Outdial in Desktop Profiles of Webex Contact Center
- Webex Contact Center has a rate limit in place which might block some actions taken by the agents. Read more about it here.
Call control
- Send DTMF tones
- Speed Dial
- Keypad for outbound dialing.
- 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).
Data handling
- WebRTC
- Real Time Views
- Flow Screen Pop
- Enable/disable phonecall record creation (refer to these instructions to learn how a Cloud Flow can be utilized to delete the phonecall record after the call has ended).
Microsoft Dynamics
- Unified Service Desk (USD)
- 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 Users.
- Phonecall records will not completed when the last remaining agent leaves a conference (the CallType is CONFERENCE) and the initiator of the conference went into wrapup.
- Phonecall records 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.