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Version: 6.3

Changelog

6.3.0 (2024-12-10)​

Welcome to the 6.3.0 release. This version was built on December 10th, 2024 and contains the following new features:

Features and Improvements​

Edit call associated data on a call​

Available for: WxCC

Agents can update the editable call associated data (CAD) while a call is active.

Closes MSD-5080.

Support Screen Pops from Webex Flows​

Available for: WxCC

A "Screen Pop" node is available in WxCC Flow. It can be used to trigger a screen pop to a defined URL.

Further information on this function can be found in the Flow Designer documentation.

Closes SFWXCC-845, SFWXCC-846, SFWXCC-875 and SCV-3131.

Option to enter the Dialed Number for Station Sign-in in International Dialing Format​

Available for: WxCC

Agents have now the possibility to use the International Dialing Format in the Station Sign-In. They can select their Country and prefix the country code to the dial number.

Closes SFWXCC-471.

Do not show agent buddies in search and dial dropdown​

Available for: WxCC

No longer display buddies in the Search and Dial Dropdown field. When an Agent gets a direct incoming call on their device the interaction is not reflected in their Connector. For a consultation or transfer call, their buddies are still available.

Closes SFWXCC-742.

Add directory lookup configuration​

Available for: Finesse WxCC 

Add following configuration in service layout: 1) minimal number of characters to do a lookup 2) delay waited between typed characters before doing a lookup

Closes MSD-5079.

Set the width of a gadget to 340 pixels instead of 300 pixels​

Available for: Finesse WxCC 

A new improvement resizes the gadget to 340 pixels instead of 300 pixels to prevent flickering while resizing from initial width. If the activity tab 'inbox' is enabled in CRM, the gadget initial width is 340px, otherwise the gadget initial width is dependent on the screen size.

Closes MSD-4759.

Improve error messages for authorization popup in WxCC​

Available for: WxCC 

Improved error messages for invalid scopes in authorization URL in WxCC.

Closes SCV-3030.

Bug Fixes​

Handle unknown Finesse event message types to prevent the error alert display​

Available for: Finesse

Symptom: "Xmpp parsing: Unknown XMPP Notification received" error is displayed on the gadget.

Conditions: The gadget receives an unhandled message type from websocket connection from Finesse.

Workaround: None.

Further Problem Description: None.

Closes MSD-5084.

Cannot leave conference​

Available for: WxCC 

Symptom: The agent cannot leave the conference.

Conditions: Multi-party conferences are enabled on the WxCC tenant.

Workaround: End the call on the agent's device.

Further Problem Description: The agent cannot leave the conference and therefore cannot hand-over the call to the other agent. This is due to a Webex API change.

Clear party after ending consultation and conference call​

Available for: WxCC 

After the agent ends the consult call, the party gets cleared. Having an empty party is necessary for a blind transfer, otherwise the directoryType could be incorrect.

Closes SNOW-4445.

Fix Agent Information displaying Dial Number as Extension​

Available for: WxCC 

Symptom: Agent Information displays the Dial Number as "Extension".

Conditions: Agent must be logged in with telephony option Dial Number.

Workaround: None.

Further Problem Description: None.

Closes SNOW-4970.

Show correct error message for duplicate WxCC sessions​

Available for: WxCC 

Symptom: "Oops, we were not able to log you in" error message is displayed when trying to log in while already logged in on WxCC Agent Desktop.

Conditions: The agent is logged in as a WxCC user and the Station Credentials login mask is displayed. Both the b+s Connects gadget and the WxCC Agent Desktop are open in the browser at the same time. The agent logs in on the Agent Desktop before logging in on the gadget.

Workaround: Refresh the page or the gadget.

Further Problem Description: None.

Closes SNOW-4198.

Display the call on the default session once the call session is closed​

Available for: Finesse WxCC 

Symptom: No call details shown on the default session once the call session is closed.

Conditions: The agent receives a call while there is only the default session open and then closes the call session.

Workaround: Reload the page.

Further Problem Description: None.

Closes MSD-4726.

Documentation​

Add an alternative installation method for importing the solution​

Available for: Finesse WxCC 

Add a new documentation page of an alternative installation method for importing the solution.

Closes MSD-5073.

6.2.2 (2024-08-20)​

Welcome to the 6.2.2 release. This is a patch release and contains no new features.

Bug Fixes​

Can't click-to-dial on a second browser tab​

Available for: WxCC Finesse 

Symptom: Dial attempt does not create a call.

Conditions: Dial attempt (e.g. click-to-dial, speed dial) is done on a Slave tab and a Custom Integration subscribes to the beforeDial event.

Workaround: None.

Further Problem Description: None.

Closes MSD-4971.

Too many requests made by a custom integration when using multiple browser tabs​

Available for: WxCC Finesse 

Symptom: Dial attempt creates too many call requests.

Conditions: Custom integration is loaded in multiple browser tabs.

Workaround: None.

Further Problem Description: None.

Closes MSD-4981.

Do not display additional popups with an alert message​

Available for: WxCC Finesse 

Symptom: Error message is displayed behind the login screen after logging in.

Conditions: The region of an agent doesn't match the one defined in the custom parameters of the Channel Integration Framework.

Workaround: Set the correct region in custom parameters.

Further Problem Description: None.

Closes MSD-4985.

6.2.1 (2024-07-15)​

Welcome to the 6.2.1 release. This is a patch release and contains no new features.

Bug Fixes​

Ensure that Integration API requests do not generate errors when multiple tabs are being used​

Available for: WxCC Finesse 

Symptom: Errors are thrown on the integration Api request dialOrConsult.

Conditions: The agent uses multiple tabs with b+s Connects.

Workaround: Close all tabs but one.

Further Problem Description: None.

Closes MSD-4908.

6.2.0 (2024-07-05)​

Welcome to the 6.2.0 release. This version was built on July 5th, 2024 and contains the following new features:

Features and Improvements​

Receive an event over the Integration API when a call is initiated​

Available for: WxCC Finesse 

Custom integrations receive an event when a call is initiated. This allows for the manipulation of the dialed number before it is called or to suppress the dial attempt.

Closes MSD-4036.

Display call data depending on the call state​

Available for: WxCC 

The call variables configured in WxCC for incoming popover and interaction pane will be displayed on a call. Variables configured for the incoming popover will be displayed while a call is ringing and those configured for the interaction pane, while it is active.

Closes MSD-4345.

Display anonymous calls correctly​

Available for: WxCC 

For anonymous calls, the phone number is not received. Therefore, it was passed as empty to the CRM which causes problems when displaying the call or creating a CRM entry. Now, Unknown instead of an empty phone number is used for anonymous calls.

Closes SCV-2446.

Allow switching user after logout​

Available for: WxCC 

This new feature allows the agent to log out of WxCC and then select a different user the next time they log in. Prior to this change, the authentication stored in the browser cookies was reused when the agent pressed the login button again. So it was necessary to restart the browser to get a login window at the next login.

Closes SNOW-4442.

Introduce a new call recording control button​

Available for: WxCC 

It is now possible to use the resume/pause recording button to control call recordings.

Closes MSD-4663.

Handle too many requests error (Status code 429)​

Available for: WxCC 

Display an error for too many requests (Status code 429).

Closes SCV-2737.

Support of WxCC address book and consult/transfer to queue​

Available for: WxCC 

Agents can now search for WxCC address books and available queues. Queue results are listed only when consulting/transferring.

Closes SNOW-4189.

Enable multiple tabs support​

Available for: WxCC 

You can use multiple tabs at the same time using the connector.

Closes MSD-4703.

Replace the station sign-in radio button with a drop-down selector​

Available for: WxCC 

Replace the station sign-in radio button with a drop-down selector. Shows max of 3 items in teams list dropdown and add a title in modal sign in.

Closes SFWXCC-440.

Store agent login credentials in the browser​

Available for: WxCC 

It is now possible to let the b+s Connects gadget remember your Station Credentials and automatically pre-populate them the next time you log in.

Closes SCV-2648.

Move agent information into options menu​

Available for: WxCC 

The agent information is displayed in the options menu instead of the home screen. This way, there is more space on the home screen.

Closes SFWXCC-477.

Documentation​

Add chapter "For Security Officers"​

Available for: Finesse WxCC 

Chapter "For Security Officers" contains information about the privacy policy and error report

Closes MSD-4006.

Add information about API rate limits calculation​

Available for: WxCC 

The documentation contains a chapter which explains the API rate limits for Webex Contact Center and how to calculate it for your own Contact Center.

Closes MSD-4638.

Update Limitations​

Available for: WxCC 

The following limitations are added to the web-documentation:

  • No support for Webex Calling
  • No support for WebRTC
  • No support for multiple browser tabs for single session applications with WxCC

Closes MSD-4516.

Add role assignment information to single-session documentation​

Available for: WxCC Finesse 

New information about role assignments for single-session applications is now available.

Closes MSD-4720.

Bug Fixes​

Complete phonecall record of an unanswered call​

Available for: Finesse WxCC 

Symptom: The phonecall record is not completed and the call state is Ringing instead of Ended No Answer.

Conditions: The agent does not answer the call.

Workaround: Create a Cloud Flow to complete the record and adjust the call state to "Ended No Answer".

Further Problem Description: None.

Closes MSD-3762.

Display titles for all CRM languages​

Available for: Finesse WxCC 

Symptom: The administration section of the App and titles on the forms are not displayed.

Conditions: CRM base language is not English.

Workaround: Set CRM language to English.

Further Problem Description: The solution forms are missing titles and labels for languages other than English.

Closes MSD-3559 and MSD-4069.

Fix missing lookup layout name crashing the gadget​

Available for: Finesse WxCC 

Symptom: "I swallowed bug..." is displayed when attempting a directory lookup.

Conditions: The Lookup Layout uses a field for the name that is empty in a lookup result. Occurs only when lookup finds more than one match.

Workaround: Use only fields that are always filled out.

Further Problem Description: None.

Closes MSD-4137.

Prevent too many connection attempts when the connection is lost​

Available for: WxCC 

Symptom: If the connection to WxCC is interrupted, the connector executes too many simultaneous reconnection attempts.

Conditions: The connection to the WxCC server is lost.

Workaround: Reload the page.

Further Problem Description: The connection attempts can result in a rate limit 429 Too Many Requests.

Closes SCV-2639.

Fix close popup when agent state change fails​

Available for: WxCC 

Symptom: Certain types of errors, when they occur, are displayed to the agent as alerts that cannot be closed since they do not have a visible close button.

Conditions: An error occurs (e.g. Agent State could not be changed) which is displayed as an alert on the gadget.

Workaround: Reload the gadget.

Further Problem Description: None.

Closes SNOW-4104.

Show error message when direct transfer fails​

Available for: WxCC 

Symptom: When transferring a customer call to an agent that just changed its state to Idle, the gadget keeps trying to reach that agent. It will load infinitely and no error message is displayed.

Conditions: At the same time as Agent A tries to transfer a call to Agent B, Agent B changes its state to Idle.

Workaround: Close the transfer dialog, re-open it and try to transfer the call again.

Further Problem Description: None.

Closes SNOW-3993.

Avoid starting a consultation call if the agent has an active call on the same number​

Available for: WxCC 

Symptom: Agent cannot end a consultation call.

Conditions: The agent has an active call and initiates a consultation call on the same number.

Workaround: Press the hold button.

Further Problem Description: None.

Closes SFWXCC-89.

Display correct error message when logout fails​

Available for: WxCC 

Symptom: The login screen is displayed with an error message saying "We were not able to log you in".

Conditions: The agent is logged in to the gadget and a websocket notification of type "AgentLogoutFailed" is received.

Workaround: Clicking the login button or reloading the page or gadget.

Further Problem Description: None.

Closes SNOW-4199.

Prevent customer call and consultation call being displayed as active at the same time​

Available for: WxCC 

Symptom: On Agent A's gadget both the customer call and the consultation are displayed as active or paused.

Conditions: Agent A starts an outgoing consultation call to Agent B and Agent A resumes the customer call before Agent B accepts the incoming consultation call. Then Agent B accepts the call as well.

Workaround: Either not resuming the customer call before the consultation call was answered or, when both work items are displayed as paused, resuming one of the work items.

Further Problem Description: None.

Closes SNOW-3947.

Change the agent ID retrieved via the Integration API​

Available for: WxCC 

In the past, the Integration API returned the Webex Contact Center Agent ID. Now it returns the Cisco Common Identifier ID of the agent. Please make sure that custom integrations are still working as expected.

Closes SFWXCC-243.

Stabilize the clicktoact event​

Available for: Finesse WxCC 

Symptom: The b+s Connects crashes when a clicktoact event is received.

Conditions: The clicktoact event is dispatched without the properties value, name, or entityLogicalName.

Workaround: None.

Further Problem Description: None.

Closes MSD-4753.

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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