Features and Limitations

Features

This section lists all features that are supported in b+s Connects for Oracle Service Cloud 4.2.0:

CCE

General

• Agent login using the agent ID
• Agent state change ready
• Agent state change not ready, optional with reason (restrictions apply, see chapter Unsupported Features & Limitations)
• Agent logout, optional with reason (restrictions apply, see chapter Unsupported Features & Limitations)
• Manual agent login by specifying a phone extension (aka free seating)
• Manual agent login with configured phone extension in Harmony Configuration Server settings
• Manual mobile agent login with configured CTI-Port, mobile agent mode, and PSTN-phone-number in Harmony Configuration Server
• Automatic agent login using configured phone extension in Harmony Configuration Server settings
• Automatic mobile agent login using configured CTI-Port, mobile agent mode, and PSTN-phone-number in Harmony Configuration Server settings
• Configurable not ready reason code at agent login
• Not ready reasons, logout reasons and wrap-up reasons/dispositions configured in Cisco Finesse are automatically populated in the Harmony MediaBar
• Cisco CCE integrated reporting for the voice, chat and mail channel
• Cisco CCE call/peripheral variables can be used to transport the Oracle Service Cloud workspace identifier for Oracle Service Cloud workspace transfers
• Deployments with multiple Cisco CCE Agent PGs are supported
• Secure communication with Oracle Service Cloud
• Agent Team Realtime

Voice

• Initiate outgoing calls
• Initiate outgoing calls in ready state (aka dial from ready, Finesse version >= 12.5 required)
• Accept incoming calls
• Hold / retrieve / hang up voice calls
• Direct transfers (aka “single step transfers”)
• Consult call transfers (aka “warm transfers”)
• Consult conference calls
• Call wrap-up with reason (restrictions apply, see chapter Unsupported Features & Limitations)
• Request wrap-up with reason (aka “disposition”)
• Oracle Service Cloud workspace transfer for call transfers and call conferences (restrictions apply, see chapter Unsupported Features & Limitations)
• Quick dial numbers configured in Harmony Configuration Server settings
• Multiple Lines on agent phones (restrictions apply, refer to chapter Multiple Lines on Agent Phones)
• Send digits (dual tone multi frequency, DTMF) while on an active call (restrictions apply, see chapter Unsupported Features & Limitations)
• Click-To-Dial (aka “Click-To-Call”) (requires OpenMethods Click2Dial add-in)
• Route inbound calls in Cisco CCE script to an available agent
• Automated transformation of telephone numbers for incoming and outgoing calls through OpenMethods’ PopFlow and Harmony Configuration Server Settings
• Call information from Cisco Finesse is available in Oracle Service Cloud. OpenMethods PopFlow can use the following fields for screen pop: CallType, ANI, DNIS, DialedNumber and PerVar1 – PerVar10 (Call/peripheral variables)
• Cisco Finesse Supervisor Desktop can be used to supervise an agent on the voice channel (monitor agent state, set agent to ready, set agent to not ready, logout agent, barge-in, intercept)
• CUCM-based silent monitoring (restrictions apply, see chapter Unsupported Features & Limitations)
• Interaction Table Report to save wrap-up reason / disposition for a voice call in Oracle Service Cloud
• Cisco Outbound Option campaigns in Cisco CCE in dialing modes “Predictive” and “Progressive” only (more restrictions apply, see chapter Unsupported Features & Limitations)

Chat

• Accept / end chat tasks
• Reject offered chat tasks
• Send and receive text messages during chat session
• Chat transcript stored in Oracle Service Cloud incident
• An agent can handle up to six (6) chat tasks simultaneously (i.e. “multi-chat”)
• Max chat tasks can be configured for all agents individually within the Harmony Configuration Server
• Chat state composing
• Message response templates (standard text)
• Route chats in Cisco CCE routing script to an available agent (multi-agent PG environment is supported)
• Queue chats in Cisco CCE routing script until an agent becomes available
• Reroute on no answer (RONA): If an agent does not accept an offered chat task, the chat task is automatically rerouted back to the same CCE Dialed Number / Script Selector where the initial routing occured
• Chat information transported from the customer to Cisco CCE is available in Oracle Service Cloud. OpenMethods PopFlow can use the following fields for screen pop: Sender (EmailAddress) and Subject (Question). Additional fields can be made available by mapping them into CCE call/peripheral variables.
• Interruptibility for the chat channel (i.e. the Cisco CCE Media Routing Domain used for chat routing is set to be interruptible) (restrictions apply, see chapter Unsupported Features & Limitations

Mail

• Accept / end mail tasks
• Reject offered mail tasks
• Answer the mail through Oracle Service Cloud
• An agent can handle up to three (3) mail tasks simultaneously (i.e. “multi-mail”)
• Max mail tasks can be configured for all agents individually within the Harmony Configuration Server
• Normal Emails and web form emails (from “Ask a question” form)
• Route mails in Cisco CCE routing script to an available agent (multi agent PG environment is supported)
• Queue mails in Cisco CCE routing script until an agent becomes available
• Reroute on no answer (RONA): If an agent does not accept an offered mail task, the mail task is automatically rerouted back to the same CCE Dialed Number / Script Selector where the initial routing happened
• Mail incident information transported from the customer to Cisco CCE is available in Oracle Service Cloud. OpenMethods PopFlow can use the following fields for screen pop: Sender (EmailAddress) and Subject. Additional incident fields including custom fields can also be made available by mapping them into CCE call/peripheral variables.
• Interruptibility for the mail channel (i.e. the Cisco CCE Media Routing Domain used for chat routing is set to be interruptible) (restrictions apply, see chapter Unsupported Features & Limitations)

CCX

General

• Agent login using the agent name
• Agent state change ready
• Agent state change not ready, optional with reason (restrictions apply, see chapter Unsupported Features & Limitations)
• Agent logout, optional with reason (restrictions apply, see chapter Unsupported Features & Limitations)
• Manual agent login by specifying a phone extension (aka free seating)
• Manual agent login with configured phone extension in Harmony Configuration Server settings
• Automatic agent login using configured phone extension in Harmony Configuration Server settings
• Configurable not ready reason code at agent login
• Not ready reasons, logout reasons and wrap-up reasons/dispositions configured in Cisco Finesse are automatically populated in the Harmony MediaBar
• Cisco CCE integrated reporting for the voice, chat and mail channel
• Cisco CCE call/peripheral variables can be used to transport the Oracle Service Cloud workspace identifier for Oracle Service Cloud workspace transfers
• Deployments with multiple Cisco CCE Agent PGs are supported
• Secure communication with Oracle Service Cloud
• Agent Team Realtime

Voice

• Initiate outgoing calls
• Initiate outgoing calls in ready state (aka dial from ready)
• Accept incoming calls
• Hold / retrieve / hang up voice calls
• Consult call transfers (aka “warm transfers”)
• Consult conference calls
• Call wrap-up with reason (restrictions apply, see chapter Unsupported Features & Limitations)
• Request wrap-up with reason (aka “disposition”)
• Oracle Service Cloud workspace transfer for call transfers and call conferences (restrictions apply, see chapter Unsupported Features & Limitations)
• Quick dial numbers configured in Harmony Configuration Server settings
• Multiple Lines on agent phones (restrictions apply, refer to chapter Multiple Lines on Agent Phones)
• Send digits (dual tone multi frequency, DTMF) while on an active call (restrictions apply, see chapter Unsupported Features & Limitations)
• Click-To-Dial (aka “Click-To-Call”) (requires OpenMethods Click2Dial add-in)
• Route inbound calls in Cisco CCX script to an available agent
• Automated transformation of telephone numbers for incoming and outgoing calls through OpenMethods’ PopFlow and Harmony Configuration Server Settings
• Call information from Cisco Finesse is available in Oracle Service Cloud. OpenMethods PopFlow can use the following fields for screen pop: CallType, ANI, DNIS, DialedNumber and PerVar1 – PerVar10 (Call/peripheral variables)
• Cisco Finesse Supervisor Desktop can be used to supervise an agent on the voice channel (monitor agent state, set agent to ready, set agent to not ready, logout agent, barge-in, intercept)
• CUCM-based silent monitoring (restrictions apply, see chapter Unsupported Features & Limitations)
• Interaction Table Report to save wrap-up reason / disposition for a voice call in Oracle Service Cloud

Limitations

The following section lists all unsupported features and limitations of the b+s Connects for Oracle Service Cloud 4.2.0:

CCE

General

• Harmony MediaBar is only supported in English
• b+s Connects for Oracle Service Cloud components do not support IPv6
• No queue / skill group real-time view inside the Harmony MediaBar
• Only Oracle Service Cloud workspaces of Type “incident” and “contact” can be transferred and only if they are opened through OpenMethods PopFlow upon call ringing or call acceptance
• If an agent executes a blind or consultative transfer to another agent by using the Cisco IP Phone, the Oracle Service Cloud workspace of the first agent is not transferred to the other agent. All call transfers must be executed via Harmony MediaBar to ensure that the Oracle Service Cloud workspace is transferred with the call
• Harmony MediaBar’s caller ID feature is not supported
• Conference participants cannot be dropped by using the Harmony MediaBar
• The maximum length of a wrap-up reason / disposition is 39 characters (Cisco limitation)
• If an agent transfers a call to another agent or to a queue, they can only leave a wrap-up state by changing the agent state or expiring the wrap-up timer (only applicable prior to Finesse 11.6)
• If an agent logs in without a preconfigured not ready reason code, but with wrap-up configured (required or optional), and receives a direct inbound call, the agent’s not ready reason code will be set to the first item from the list that Cisco Finesse provides to the Harmony AgentAdapter
• Send digits (dual tone multi frequency, DTMF) while having an active call: only the characters 0-9, the asterisk (*), and the pound sign (#)can be sent. Sending characters A-D is currently not supported
• Call data (ANI, DNIS, call variables, etc.) might not be available if an agent accepted a direct call before they logged into the Harmony MediaBar
• By using the Harmony MediaBar ViewData feature all CCE peripheral and ECC variable keys can be updated even though this not supported by the system backend. The key name change is only reflected on the Harmony MediaBar frontend and automatically reset if the ViewData element is closed and reopened
• Start / stop call recording from the Harmony MediaBar is not supported
• CUCM-based silent monitoring: the agent does not receive any notification that the call is being monitored.
• SPAN-based silent monitoring is not supported
• CCE ECC Arrays are not supported
• Resilience/Failover
  • In failover scenarios of active Cisco Finesse Notification service agent will be logged out of the Harmony MediaBar and the automatically re-login fails with the error message on MediaBar: “Agent login validation failed”. Agent has to re-login manually.
  • In failover scenarios of active Cisco Finesse Tomcat service, agent has to re-activate media channels manually.
  • If a failover of a Cisco CCE Agent PG module (CTI Server, OPC etc.) occurs during a conference call, the recovered call is no longer identifiable as a conference call but is displayed as a "normal" call. The call on the phone remains in conference state.
  • In failover scenarios (e.g. Cisco Finesse or CTI Server) agent has to set the agent state first not ready and then ready twice to be available again on media channels
  • In failover scenarios (e.g. Cisco Finesse or Cisco CCE Agent PG), not all call data (ANI, call variables, ECC variables, etc.) might be recovered properly
• Cisco CCE ECC variables cannot be used to transport the Oracle Service Cloud workspace identifier for voice call Oracle Service Cloud workspace transfers
• Client-side encryption of call data are not supported
• If an agent is already logged in on voice channel on CCE (i.e. on Finesse Agent Desktop) and logs in with Harmony MediaBar, only the Voice channel will be activated
• Agent log out from the Harmony MediaBar restrictions:
  • When an agent clicks on the Harmony MediaBar’s logout button and is not handling a voice call, they are logged out regardless of his agent state
  • When an agent clicks on the Harmony MediaBar’s logout button and is handling a voice call, they are logged out on all b+s Connects Harmony for Oracle CX components but remain logged in on Cisco Finesse until the voice call has ended
• Agent closes Oracle Service Cloud client without logging out from the Harmony MediaBar restrictions:
  • When an agent closes the Oracle Service Cloud client and is not handling a voice call they are logged out regardless of agent state
  • When an agent closes the Oracle Service Cloud client and is handling a voice call the Oracle Service Cloud client is closed but the agent remains logged in on the system backend
  • Closing the Oracle Service Cloud client while being in an active chat session is not allowed by the Oracle Service Cloud client
• Oracle Service Cloud client outages:
  • Voice only: When an agent’s Oracle Service Cloud client crashes the agent is automatically logged out from the system backend, if the agent has no active call. When the agent still has an active call, the agent is not logged out from Finesse/CCE until the call ends and then the state only changes to not ready.
    When the agent reopens the Oracle Service Cloud client and logs back in into the MediaBar, their agent state on the voice channel and possible active interactions (e.g. voice calls) are automatically recovered
  • Voice and media: When an agent’s Oracle Service Cloud client crashes, the agent is automatically logged out from the system backend and active chat and email interactions are terminated after a certain timeout. When the agent still has an active call, the agent is not logged out from Finesse/CCE until the call ends and then the state only changes to not ready. When the agent reopens the Oracle Service Cloud client and logs back in into the MediaBar, the agent state on the voice channel and possible active voice interactions are automatically recovered
• With Finesse 11.5(1)ES6 and Finesse 11.6(1)ES2, Cisco introduced the user_signout_channel setting. Only option ‘1’ for that setting is supported

Voice

• If an agent is already handling a call, Click-To-Dial cannot be used to initiate a consult call. Click-To-Dial can only be used to initiate an outgoing call, while agent is in state “Unavailble”.
• If an agent or a supervisor transfers (single step / warm transfer) a barged-in call to another agent only the number of the caller appears in the interaction bar of Harmony MediaBar
• Wrap-up reason is lost if agent sets a wrap-up reason after blind transferring a call to another agent if the wrap-up reason was set before the other agent accepts the call
• In failover scenarios while agent is in state wrap-up, the wrap-up reasons will not be recovered. Furthermore, agent is not able to end wrap-up interaction until he logs out and re-logins again.
• In failover scenarios (i.e. Cisco Finesse or CTI Server) agent state will not be recovered
• Outbound campaign calls using Cisco Outbound Option is supported for CCE only:
  • Only CCE >= 11.6 is supported
  • Only the dialing modes “Progressive” and “Predictive” are supported
  • “Preview” and “Preview Direct” dialing modes are not supported and the corresponding preview calls are automatically rejected
  • Callback calls are not supported and the corresponding preview calls are automatically rejected
  • Agents cannot request/schedule callbacks
  • Agents cannot reclassify calls
  • Reservation calls are not visible for the agents. The displayed agent state in MediaBar during reservation calls is still “Available”

Chat

• Reroute/transfer a chat task back to the same queue, to another queue or to a specific agent through Cisco CCE is not supported (see chapter Chat Transfers and Conferences)
• Chat conferences through Cisco CCE are not supported (see chapter Chat Transfers and Conferences)
• Chat wrap-up is not supported
• A chat session cannot be paused / resumed but stays active until either the agent or the customer disconnects. This limitation is reflected in Cisco CCE reporting and applies to all potential manual pause / resume scenarios like the following:
  • An agent has an active chat session and accepts another chat session (i.e. multi-chat)
  • An agent is in multiple active chat sessions (i.e. multi-chat) and he ends one of them
  • An agent is in one or multiple active chat sessions and he accepts an inbound voice call (i.e. interruptibility)
  • An agent is in one or multiple active chat sessions and is handling an active voice call when they end the call
• If either the Harmony QueueAdapter, Harmony RoutingAdapter fails, all chats that are currently queued in Cisco CCE are lost. Active chat sessions are not affected by such an outage. To use the second “cold standby” Harmony QueueAdapter it must be started manually. Furthermore, the Harmony Configuration Report in the Oracle Service Cloud must be manually reconfigured so that the newly active Harmony QueueAdapter is used by the Harmony MediaBar. Refer to the b+s Connects for Oracle Service Cloud Deployment Guide for detailed information
• Auto Answer set in CCE Agent Desk Settings does not work for the chat channel
• Limited and not recommended chat reroute / transfer / conference / workspace transfer, only through Oracle Service Cloud and not visible for CCE (restrictions apply, refer to chapter Chat Transfers and Conferences):
  • Reroute / transfer a chat task back to the same queue, to another queue or to a specific agent through Oracle Service Cloud
  • Agents can conference in other agents through Oracle Service Cloud
  • Workspace transfer for chat transfers and conferences through Oracle Service Cloud
• Not ready reason for chat channel is lost if the reason was set while on a call (this only affects the live report)
• Chat reject by selecting agent state not ready is not supported
• Reroute reason gets lost after Harmony RoutingAdapter failover
• Logout reasons of the chat channel are stored with the reason code ID instead of the reason code (Cisco bug CSCvq98346 - fixed with Finesse 12.5)
• In Cisco Finesse failover scenarios agent state is set to wrap-up (Work Not Ready in CCE)

Mail

• Mail wrap up is not supported
• A mail task cannot be paused / resumed but stays active until the agent ends the interaction on UI. This limitation is reflected in Cisco CCE reporting and applies to all potential manual pause / resume scenarios like the following:
  • An agent has an mail task and they accept another mail task (i.e. multi-mail)
  • An agent has multiple active mail tasks (i.e. multi-mail) and they end one of them
  • An agent has one or multiple active mail tasks and they accept an inbound voice call (i.e. interruptibility)
  • An agent is in one or multiple active mail tasks and is handling an active voice call when they end the call
• An accepted mail task cannot be rerouted / transferred by the agent
• If either the Harmony QueueAdapter, Harmony RoutingAdapter fails, all mails that are currently active at an agent are set to ended and the agents are responsible continue and finish the work on that mails
• To use the second “cold standby” Harmony QueueAdapter it must be started manually. Furthermore, the Harmony Configuration Report in the Oracle Service Cloud must be manually reconfigured so that the newly active Harmony QueueAdapter is used by the Harmony MediaBar. Refer to the b+s Connects for Oracle Service Cloud Deployment Guide for detailed information
• Auto Answer set in CCE Agent Desk Settings does not work for the mail channel
• Not ready reason for mail channel is lost if the reason was set while on a call (this only affects the live report)
• Mail reject by selecting agent state not ready is not supported
• Reroute reason (RONA / REJECT) gets lost after Harmony RoutingAdapter failover
• If a mail task is rerouted (RONA / REJECT) after Harmony RoutingAdapter failover the mail may be routed twice
• Logout reasons of the mail channel are stored with the reason code ID instead of the reason code (Cisco bug CSCvq98346 - fixed with Finesse 12.5)
• In Cisco Finesse failover scenarios agent state is set to wrap-up (Work Not Ready in CCE)

CCX

General

• Mail and Chat channel are not supported
• No queue / skill group real-time view inside the Harmony MediaBar
• b+s Connects for Oracle Service Cloud components do not support IPv6
• Harmony MediaBar is only supported in English
• Mobile agent is not supported
• Only Oracle Service Cloud workspaces of Type “incident” and “contact” can be transferred and only if they are opened through OpenMethods PopFlow upon call ringing or call acceptance
• If an agent executes a blind or consultative transfer to another agent by using the Cisco IP Phone, the Oracle Service Cloud workspace of the first agent is not transferred to the other agent. All call transfers must be executed via Harmony MediaBar to ensure that the Oracle Service Cloud workspace is transferred with the call
• Harmony MediaBar’s caller ID feature is not supported
• Conference participants cannot be dropped by using the Harmony MediaBar
• The maximum length of a wrap-up reason / disposition is 39 characters (Cisco limitation)
• If an agent transfers a call to another agent or to a queue, they can only leave a wrap-up state by changing the agent state or expiring the wrap-up timer (only applicable prior to Finesse 11.6)
• If an agent logs in without a preconfigured not ready reason code, but with wrap-up configured (required or optional), and receives a direct inbound call, the agent’s not ready reason code will be set to the first item from the list that Cisco Finesse provides to the Harmony AgentAdapter
• Send digits (dual tone multi frequency, DTMF) while having an active call: only the characters 0-9, the asterisk (*), and the pound sign (#)can be sent. Sending characters A-D is currently not supported
• Call data (ANI, DNIS, call variables, etc.) might not be available if an agent accepted a direct call before they logged into the Harmony MediaBar
• By using the Harmony MediaBar ViewData feature all CCE peripheral and ECC variable keys can be updated even though this not supported by the system backend. The key name change is only reflected on the Harmony MediaBar frontend and automatically reset if the ViewData element is closed and reopened
• Start / stop call recording from the Harmony MediaBar is not supported
• CUCM-based silent monitoring: the agent does not receive any notification that the call is being monitored.
• SPAN-based silent monitoring is not supported
• CCE ECC Arrays are not supported
• Resilience/Failover
  • In failover scenarios of active Cisco Finesse Notification service agent will be logged out of the Harmony MediaBar and the automatically re-login fails with the error message on MediaBar: “Agent login validation failed”. Agent has to re-login manually.
  • In failover scenarios of active Cisco Finesse Tomcat service, agent has to re-activate media channels manually.
  • If a failover of a Cisco CCE Agent PG module (CTI Server, OPC etc.) occurs during a conference call, the recovered call is no longer identifiable as a conference call but is displayed as a "normal" call. The call on the phone remains in conference state.
  • In failover scenarios (e.g. Cisco Finesse or CTI Server) agent has to set the agent state first not ready and then ready twice to be available again on media channels
  • In failover scenarios (e.g. Cisco Finesse or Cisco CCE Agent PG), not all call data (ANI, call variables, ECC variables, etc.) might be recovered properly
• Client-side encryption of call data are not supported
• Agent log out from the Harmony MediaBar restrictions:
  • When an agent clicks on the Harmony MediaBar’s logout button and is not handling a voice call, they are logged out regardless of his agent state
  • When an agent clicks on the Harmony MediaBar’s logout button and is handling a voice call, they are logged out on all b+s Connects for Oralce Service Cloud components but remain logged in on Cisco Finesse until the voice call has ended
• Agent closes Oracle Service Cloud client without logging out from the Harmony MediaBar restrictions:
  • When an agent closes the Oracle Service Cloud client and is not handling a voice call they are logged out regardless of agent state
  • When an agent closes the Oracle Service Cloud client and is handling a voice call the Oracle Service Cloud client is closed but the agent remains logged in on the system backend
  • Closing the Oracle Service Cloud client while being in an active chat session is not allowed by the Oracle Service Cloud client
• Oracle Service Cloud client outages:
  • Voice only: When an agent’s Oracle Service Cloud client crashes the agent is automatically logged out from the system backend, if the agent has no active call. When the agent still has an active call, the agent is not logged out from Finesse/CCE until the call ends and then the state only changes to not ready.
    When the agent reopens the Oracle Service Cloud client and logs back in into the MediaBar, their agent state on the voice channel and possible active interactions (e.g. voice calls) are automatically recovered
• With Finesse 11.5(1)ES6 and Finesse 11.6(1)ES2, Cisco introduced the user_signout_channel setting. Only option ‘1’ for that setting is supported

Voice

• Changing agent state while handling a non-ACD call (direct call / outgoing call) is not supported
• Changing agent state while handling a routed call is not supported
• Direct Transfer on CCX is not supported
• If an agent is already handling a call, Click-To-Dial cannot be used to initiate a consult call. Click-To-Dial can only be used to initiate an outgoing call, while agent is in state “Unavailble”.
• Wrap-up is not supported for non-ACD calls (direct call / outgoing call)
• Silent monitoring and barge-in are not supported for non-ACD calls (direct call / outgoing call)
• If an agent is handling an ACD call and logs out from the Harmony MediaBar, or will be logged out by a supervisor, the interaction bar won’t be recovered after re-login during the call with Cisco CCX.
• If an agent or a supervisor transfers (warm transfer) a barged-in call to another agent only the number of the caller appears in the interaction bar of Harmony MediaBar
• Wrap-up reason is lost if agent sets a wrap-up reason after blind transferring a call to another agent if the wrap-up reason was set before the other agent accepts the call
• In failover scenarios while agent is in state wrap-up, the wrap-up reasons will not be recovered. Furthermore, agent is not able to end wrap-up interaction until he logs out and re-logins again.
• In failover scenarios (i.e. Cisco Finesse or CTI Server) agent state will not be recovered
• Outbound campaign calls using Cisco Outbound Option is not supported