Features and Limitations
Supported Features
This section lists features that are supported in b+s Connects for Salesforce.
General
- Unified Contact Center Enterprise (CCE)
- Packaged Contact Center Enterprise (PCCE)
- Unified Contact Center Express (CCX)
- VPN-Less Finesse deployment (requires Finesse 12.6(1) ES03 or newer for CCE, requires Finesse 12.5(1) SU2 or newer for CCX)
- Configure Reverse Proxies (primary and secondary) as Finesse A and B URLs. No additional configuration in b+s Connects
- Separate Proxy server for Finesse A and B (primary and secondary proxies). No fail-over in proxy implemented
- Fail-over: Managed in b+s Connects, same as when connecting directly to Finesse
- Agent Auto Login
- Agent State control
- Not Ready reason codes
- Logout reason codes
- Salesforce Open CTI Softphone in Salesforce Classic Console
- Salesforce Open CTI Softphone in Salesforce Lightning (Standard) and Lightning Console
- Search and display Salesforce data as configured in the Salesforce Softphone Layout (searched by ANI for voice channel or by email for case routing)
- On-demand screen pop of found Salesforce data
- Cisco Mobile Agent (CCE only)
- Encryption and security via HTTPS/SSL
- ECC variables
- Language support for English and German (Salesforce Translation Workbench)
- Salesforce Person Accounts: restrictions apply please see section Important Notes
- Custom Toolbars in gadget
- Integration API for customer specific integrations
- CRM hosted deployment (Cisco Finesse 11.5 or later, see also Chapter Cisco Finesse Failover)
- Salesforce Shield Platform Encryption
- Single Sign-on (SSO)
- CCE Agent Login by Name (requires CCE 12.5 or later. CCE 12.0 or below: login by agent name is not supported, only login by Agent ID)
- Receive Supervisor team message
- Reports and Dashboards
Voice channel
- Call control
- Automatic call Wrap-Up
- Wrap-Up codes
- Consult call (warm) transfer
- Single-step (blind) call transfer
- Consult conference call
- Display call variables on incoming calls
- Click-to-Dial
- Edit number on Click-to-Dial
- Create Salesforce call log entries for completed calls
- Save selected Wrap-Up reason in Salesforce call log
- Cisco Outbound Option
- CCE: Predictive, Progressive, Preview and Direct Preview Dialing
- CCX: Predictive, Progressive and Direct Preview Dialing
- Call reclassification on Direct Preview
- Send DTMF on active calls for IVR
- Multi-line support (For limitations see Cisco Finesse Release Notes)
- Extension Mobility (For limitations see Cisco Finesse Release Notes)
- Shared ACD line (requires CCE 12.6 or later / CCX 12.5 SU1 or later)
- Salesforce Sales Engagement integration (lightning only)
- Salesforce Call Center Directory (Directory Numbers)
Automatic Screen Pop
- Automatic Screen Pop of found Salesforce data as configured in the Salesforce Softphone Layout
- Automatic screen pop based on ANI or CallVariable
- Outbound Option: BAAccountNumber based screen pop
Media Routing Salesforce External Routing – MRI (Ext-MRI) (CCE only - Salesforce Classic Console and Lightning Console only)
(See also section Use of External Routing for Omni-Channel)
- High-availability for Salesforce External routing
- Route Case, Chats and Messaging Sessions (Web Messaging)
- Task control
- Tab-Based Capacity Model only
- Queue-based routing only (Salesforce Omni-Channel)
- Transfer of Routed Cases and Chats (see also Use of External Routing for Omni-Channel)
- Case rerouting using CCE
- Multiple Agent PGs are supported
- Omni-Channel and Enhanced Omni-Channel (only with Tab-Based Capacity)
- After Conversation Work Time (Salesforce Omni-Channel)
- Hyperforce requires Ext-MRI Routing Adapter 3.0 or newer
- Salesforce Messaging (In-app and Web, Partner Messaging, etc.)
Salesforce Omni-Channel Federation
(See also Section Salesforce Platform Limits)
- Allow changes to the state of Salesforce Omni-Channel (ready, not ready) in the b+s Connects gadget
- Chats must be routed through Salesforce Omni-Channel
- Service Cloud Messaging (Web Messaging) supported
- On incoming calls, set the state of Salesforce Omni-Channel to not ready. Change back to previous state after the call
- On incoming Chats, set the state of CCE/CCX voice channel to not ready. Change back to the previous state after Chat ends.
- Show new and accept new tasks from the Salesforce Omni-Channel in the b+s Connects gadget
- Reject task in b+s Connects Gadget with decline reasons
- Status-Based and Tab-Based Capacity Model
- Omni-Channel and Enhanced Omni-Channel
- Omni-Channel Interruptible Capacity Model. Please refer to the Salesforce Docs for more information
- After Conversation Work Time (Salesforce Omni-Channel)
Supervisor
- Get the team members supervised teams information
- Change target agent state
- Start silent monitoring
- Barge-In call
- Drop Participant from a Barged-In call
- Allow Dropping of all Participants is only supported for CCE Cisco Finesse versions 12.0 and above.
- Team Queue View (CCE only)
- Send Team message
- View recent Team messages
Unsupported Features & Limitations
This section lists features that are currently not supported in b+s Connects for Salesforce.
General
- Unified Intelligent Contact Management (UICM) is not supported
- Salesforce Open CTI Softphone in the Salesforce sidebar (Classic) is not supported
- IPv6 is not supported
- Entities used in the Softphone layout with an API Name that exceeds 40 characters cause the OpenCTI Search function to fail due to a known bug in Salesforce (ref).
- Connects for Salesforce and Finesse Desktop must not Run in Parallel (see Important Notes)
- Finesse Workflows (see *Important Notes)
Voice channel
- Ability for agent to select Wrap-Up Reason Code after a transfer/conference, because of missing call object. Unsupported due to CCE/CCX limitation on Finesse 11.5 and older
- All calls are displayed as incoming calls after CTI or PG failover (CCE limitation)
- Call Data can be missing after CTI or PG failover
- Automatic Screen Pop: no Screen Pop for conference calls
- Dialing from Ready state is not supported for CCE and Finesse below 12.5
- Ability for agent to request Wrap-Up for outgoing calls when Wrap-Up is optional. Unsupported due to API limitation on Finesse.
Media Routing Salesforce External Routing – MRI (Ext-MRI)
(see also section Use of External Routing for Omni-Channel)
- Using both Salesforce External Routing and Salesforce Omni-Channel routing in parallel for the same agent is not supported
- Transfer scenarios between external routing queues and Omni-Channel queues also are not supported. Attempting this may yield unexpected issues
- Salesforce skills-based routing is not supported for Salesforce External Routing
- On failover from the active Routing Adapter Ext-MRI, active timeout tasks are routed as soon as standby Routing Adapter is active
- Failure owner for Live Chats: the setting FailureOwnerId does not work for the LiveChatTranscript entity. If this setting is configured, a warning will appear in the Routing Adapter Ext-MRI log file
- Salesforce Omni-Channel works only in one single window/tab. Opening several Salesforce windows/tabs will result in a “Disconnected from Salesforce Omni-Channel” warning message on old tabs
- Finesse versions 11.6(1) ES1 and ES2 do not support the UPDATE_CALL_DATA action, even if the Non-Voice dialog shows the action as allowed (ref)
- Status-Based Capacity Model is not supported for Cisco UQ
- Pause Work feature introduced with Enhanced Omni-Channel is not supported for Cisco UQ
- Omni-Channel Interruptible Capacity Model is not available for Cisco UQ. Agent capacity and channel interruptibility are managed by Cisco CCE
CCX
- Cisco Mobile Agent
- CCX Cisco Outbound Option Preview mode (CCX limitation)
- b+s Media Routing is not supported
- Unified CCX does not allow an agent to set a pending state while that agent is talking in specific situations. Please refer to the Cisco Finesse REST API Guide for more information.
Salesforce Omni-Channel Federation
- Sort order of Omni-Channel work items in b+s Connects Gadget may change after a page refresh
- Chat Standalone (routing via Salesforce skills and Chat routing engine) is not supported
- Salesforce Omni-Channel works only in one single window/tab. Opening several Salesforce windows/tabs will result in the following warning message on old tabs: "Disconnected from Salesforce Omni-Channel"
Salesforce Classic
- 'Mailto:' links in Chrome cause the b+s Connects gadget to refresh. This is a browser limitation explained and detailed here.
Salesforce Lightning
(see also Limitations with Lightning Experience)
- Softphone Layout configuration "No matching records: Pop to new \<Record>" should not be used in Lightning (Standard). This opens a modal dialog on an incoming call that blocks call handling in Softphone
Team Messages
- After a refresh all team message are displayed as unread
- For all messages with are received as an event (e.g. created while the agent is logged in), new lines are removed from the message and not replaced with white spaces