Changelog

Routing Adapter Ext-MRI 3.0.0

Release Date: 2024-01-24

Major release of the b+s Connects for Salesforce Ext MRI 3.0.0

New features and improvements

• Upgraded Routing Adapter to the latest bsLib with .NET 8
• Enabled the use of Client Credentials Flow in Connected App for Routing Adapter

Release 5.9.4

Release Date: 2023-11-22

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-14460 - Calabrio Cloud: new field introduced in Winter '24 SF release breaks Named Credentials implementation

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.9.3

Release Date: 2023-11-03

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-14365 - Assign users to b+s Connects Configuration - hangs and times out

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.9.2

Release Date: 2023-09-25

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-14302 - Agent is not able to request Wrap-Up during a call

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.9.1

Release Date: 2023-09-01

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-14061 - SSO Login not possible with Microsoft Edge 116

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.9

Release Date: 2023-08-22

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

New features and improvements

Cisco UQ routed non-voice Tasks

• Close UQ routed task from the Gadget, as an alternative of closing the tab in Salesforce
• Wrapup state for Cisco UQ routed Salesforce Chats (Ext-MRI)

Cisco Agent Answers

• Component to show Cisco Agent Answers
• Display new Agent Answers recommendations on top of the list and separated by a line from older recommendations

Agent Gadget

• Prevent the agent to leave the wrapup without selecting Call Disposition, when in a Sales Engagement call and if Required Call Disposition is set to true
• Show the wrapup reasons dropdown when the call is ended
• Allow agents and supervisors to drop other participants from conference calls, also if they are no monitored agents (requires Finesse 12.6, UCCE only)
• Supervisor view, show Time (in state) in hh:mm:ss format

Integrations

• Change Calabrio Cloud connection to the new Named Credential - Breaking Change in Recording Toolbar for Calabrio Cloud, manual reconfiguration of Named Credentials needed after upgrade.

Release 5.8

Release Date: 2023-04-12

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

Wrap-Up status for Cisco UQ routed non-voice Tasks

• Integration API: allow to change Cisco UQ non-voice task status from active to Wrap-Up
• Show Wrap-Up state on Work Item in agent gadget for Cisco UQ routed non-voice tasks

Cisco Agent Answers

• b+s Integration API events for Cisco Agent Answers realtime suggestions and recommendations
• Component to show Cisco Agent Answers (BETA)

Other new features and Improvements

Agent Gadget

• Show “No records found” when Directory Search does not return any results
• Improved the error messages

Integrations

• Support Sales Engagement (HVS) with CCX
• Flow templates: allow multiple screen-pop
• Reduced the Calabrio API Requests and Callouts to the minimum.

b+s Configuration

• Select Visualforce pages for b+s custom toolbars from a drop-down list
• New Screen-pop event in b+s Configuration: "Call Log created" event for Screen-pop in b+s Configuration to trigger a screen-pop or execute a Salesforce screen flow, as soon as the call log activity record is created
• b+s Connects Configuration: Edit the record inside the same Tab as previously viewed
• New flag in b+s Configuration to disable the Salesforce SearchAndScreenPop feature
• Drop-down list to select fields for the “Call Data Update” in b+s configuration

Other Improvements

• Improved description how to upgrade the connector from 5.x to the latest release
• Prevent Visualforce Remoting Exception after enabling JsonAccess Annotation Validation

Release 5.7.5

Release Date: 2023-03-14

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-13314 - Setting finesse url with :443 port does not load the tunnel
• FIN-13492 - Login button does not get active after Chrome Private Network Access check is enabled

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.7.4

Release Date: 2022-12-23

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-13206 - Login is not possible with SSO + Shared ACD Lines + 1 registered line

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.7.3

Release Date: 2022-12-16

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-13023 - Calabrio On-Prem contactBasicSearch request in RecordingToolbar returns wrong results
• FIN-13041 - Handle 404 from Calabrio server when recording item cannot be found
• FIN-13152 - With Shared ACD Line, if only one device is active, agent login fails

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.7.2

Release Date: 2022-09-21

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-12729 - Prevent Visualforce Remoting Exception after enabling JsonAccess Annotation Validation
• FIN-12779 - Uncaught exception in Salesforce Omni-Channel deployments
• FIN-12798 - Hidden Omni-Channel items are displayed after refresh

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.7.1

Release Date: 2022-09-09

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-12664 - Calabrio AgentButtons in configuration record are not read correctly (split by comma)
• FIN-12672 - Channel Icons break with Chrome v105
• FIN-12678 - Calabrio recording toolbar, authentication request fails because of missing content type in authentication request
• FIN-12662 - Calabrio configuration new fields have incorrect values

Routing Adapter Ext-MRI 2.5.1

• FIN-12669 - RA Ext-MRI Queue can get stuck if Routing is Disabled

Release 5.7

Release Date: 2022-08-31

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

• Overhaul of the edit and view page for the b+s Connects Configuration
• VPN-less Finesse support for CCX environments
• New and easy way to provide gadget logs to b+s support

Other new features and improvements

• Skip device selection during Shared ACD Line login if only one device is configured/available
• Display search results for Directory Numbers by their name when having a number entered as the search string
• Show HTML5 notifications for Direct Preview campaign calls
• Possibility to select a wrap-up reason for Cisco UQ routed tasks
• Gadget follows the Omni-Channel session to newly opened browser tabs
• Added Salesforce in-app guidance to the b+s Connects Configuration object for walking an administrator through the basic configuration process
• Bug fixing

Routing Adapter Ext-MRI 2.5

• Improvement of the default .ini configuration file
• Now updates the Cisco task information when the task is rerouted
• Support the latest Salesforce REST and Streaming API

Release 5.6.3

Release Date: 2023-03-14

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-13492 - Login button does not get active after Chrome Private Network Access check is enabled

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.6.2

Release Date: 2022-09-30

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-12729 - Prevent Visualforce Remoting Exception after enabling JsonAccess Annotation Validation

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.6

Release Date: 2022-05-10

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This patch release, aside of including all the features of 5.5, includes:

• FIN-12120 - Remove reports and dashboard from package

Release 5.5

Release Date: 2022-04-05

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

• VPN-less Finesse
• Dashboard for Supervisor and Agent
• Flow Templates (add-on package)
• WCCAI Transcript
  • Integration API events for utterances
  • Lightning Component to display transcript

Other new features and Improvements

• Allow ASCII characters in dial string
• Allow @ sign in login name
• Replace action buttons with portlets
• Integration API
  • onBeforeDial
  • onCallDataChanged
• Bug fixing

Routing Adapter Ext-MRI 2.4

• Support secured connection (TLS) between RA Ext-MRI and MR Pim (CCE 12.0)
• Support for Windows 2019 Server
• Bug fixing

Release 5.4.2

Release Date: 2022-09-30

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-12729 - Prevent Visualforce Remoting Exception after enabling JsonAccess Annotation Validation

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.4.1

Release Date: 2021-11-05

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-10360 - Outbound Option Preview call shows two X buttons
• FIN-11184 - Login on all channels is blocked if the Agent is not assigned to a Skill Group of a configured MRD
• FIN-11192 - Outbound Option Preview error because of duplicate call activities
• FIN-11198 - HVS Call Disposition drop down not displayed
• FIN-11281 - Gadget shows "Conference Call" while in Wrap-Up after Blind Transfer
• FIN-11283 - b+s Configuration Editor Permission Set does not have Permissions for the User Assignment VisualForce Pages
• FIN-11302 - Direct preview reservation call is incorrectly marked as internal
• FIN-11303 - Screen Pop for Campaign Calls, configured in the b+s Configuration, is not executed
• FIN-11330 - Call timer resets when the Agent places a routed Call on hold
• FIN-11367 - HTML 5 Notification triggered when routed Call ends
• FIN-11368 - The Softphone Utility opens twice after a routed Call is answered
• FIN-11378 - When hanging up the Call, the Screen Pop Function from our b+s Configuration gets triggered

Release 5.4

Release Date: 2021-08-26

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

• High Velocity Sales Call Disposition
• Shared ACD line for CCE 12.6 and CCX 12.5 SU1

Other new features and Improvements

• Support Decline Reasons for Omni-Channel Federation
• Bug fixing

Release 5.3.6

Release Date: 2022-09-30

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-12729 - Prevent Visualforce Remoting Exception after enabling JsonAccess Annotation Validation

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.3.5

Release Date: 2021-08-12

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-11054 - Package upgrade returns "Too many future calls: 51"

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.3.4

Release Date: 2021-07-15

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-10380 - Two Step Transfer from Agent A to Agent B via Queue does not create Call Log for Agent B
• FIN-10992 - Person Account Salesforce search results do not show in work item

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.3.2

Release Date: 2021-05-17

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-10474 - Supervisor Call Data show html data instead of a link
• FIN-10481 - Make Call (Click-to-dial) to agent not working in Realtime View
• FIN-10536 - User Assignment does not work when opened from Standard List View for Assignments
• FIN-10548 - Upgrade to 5.3.1 failed with Post Install Script error when Agent_Phone_Extension__c custom field on User object is encrypted
• FIN-10579 - Inactive Portal users with not empty User Agent Extension field fail package upgrade
• FIN-10603 - Directory Search result hidden behind work item when used for consultation call
• FIN-10692 - Internal calls cause javascript exception and gadget freezes
• FIN-10473 - Media task stays visible after accept fails

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.3.1

Release Date: 2021-04-09

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-10336 - After Upgrade call item height has no default value
• FIN-10334 - Screen Pop with no search results throws an Exception
• FIN-10328 - Call Duration and Call Disposition not updated on CallActivity
• FIN-10320 - b+s Integration API does not load
• FIN-10313 - Screen pop for Item Created triggered too late
• FIN-10305 - Adding or Removing Skill Groups on an Agent causes Exception in Realtime View
• FIN-10295 - Show offline agents in Realtime View does not work

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.3

Release Date: 2021-03-26

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

• Voice Status indication in Lightning Utility bar
  • Voice status only, no status information for non-voice channels
  • Icon changes depending on agent state
  • Agent state as text
  • Wrap-Up reason and logout reasons are not displayed
• Improved user assignment to b+s Configuration
  • Advanced filter based on fields on user object
• b+s Integration API in Lightning Web Components (LWC)
• Calabrio Recording Toolbar (Calabrio 11.5, on-prem and cloud) (must be enabled on license)
• Verint Recording Toolbar (Verint 15.2) (must be enabled on license)
• Web-based documentation

Other new features and Improvements

• Access to the call control buttons without scrolling if there is a lot of call data displayed
• Integration API: add event for SearchAndScreenPop result
• b+s Configuration: new SearchAndScreenPop event in the Screen Pop configuration which is triggered when we receive the SearchAndScreenPop results from Salesforce
• b+s Configuration: placeholders for the SearchAndScreenpop search result, so that I can define "Create New Record" and automatically assign the found record (e.g. a contact), or to use as a parameter when triggering Flow
• Predefined Permission Set that contains Permissions to all b+s Connects related Components required by an Agent or Supervisor
• Logout Reason code in the Supervisor Team View
• Agent_Extension filed on the user object changed from type Phone to Text
• Realtime View add-on, I want the add-on selectable from a drop-down in the Custom Toolbar
• Assign the call log to the Account instead of the Lead
• Bug fixing

Release 5.2

Release Date: 2020-09-28

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-8704 Finesse URL not stored during Lightning Setup Flow installation
• FIN-8707 Connects can't be upgraded to 5.1. Upgrade fails with error message: The post install script failed.
• FIN-8718 As an administrator, I want to update the package when the org is encrypted
• FIN-8723 Cannot receive events in Aura component
• FIN-8812 Agent is not able to accept external routed task after chat is closed
• FIN-8818 As a Customer, I want better documentation regarding Finesse Hosted Deployment and CORS
• FIN-8843 Hybrid SSO Error: The SSO access token could not be fetched from the Server
• FIN-8895 Reading Salesforce records with special characters, they are displayed wrong in the gadget
• FIN-8956 Gadget does not load on approval page
• FIN-9096 Infinite reload loop of MainPage
• FIN-8958 Preconfigured Agent Id is not fullfilled on the login mask
• FIN-9081 Javascript exception occurs if Sforce-api is not loaded yet
• FIN-8692 Omni Media channel label does not encode/decode special characters properly
• FIN-8753 Ext-MRI Media channel label does not encode/decode special characters properly
• FIN-8826 A silent monitoring call is displayed on the gadget if the monitored agent is also a supervisor
• FIN-8721 Add chapter in Integration API guide, describing what must be changed in existing code when upgrading to 5.1

Release 5.1

Release Date: 2020-07-27

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

Supervisor

• Team Message
• Active Call Details of agents

Hybrid SSO (CCE/Finesse 12.5 or later)

• Cisco Finesse 12.5(1) ES1 or newer

b+s Integration API in Lightning Components

• use b+s Integration API in Lightning Components and Visualforce pages anywhere in Salesforce Lightning
• enabled by Salesforce Lightning Message Service (LMS, GA Salesforce Summer '20)
• Lightning Web Components (LWS) not yet supported (Roadmap)

Other new features and Improvements

• Last Calls and Re-Dial
• Show Pending Agent State
• Show System Not-Ready Reason Code (for example RONA)
• Salesforce High Velocity Sales
• Bug fixing

Release 5.0.4

Release Date: 2020-07-02

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-8049 ConnectsIntegrationAPI.screenPop doesn't work with VF pages
• FIN-7979 Gadget freeze in when using Omni-Channel and Voice

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.0.3

Release Date: 2020-03-09

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bug:

• FIN-7720 When filter is set for Assign Users to b+s Configuration, all previous assigned users are unassigned

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.0.2

Release Date: 2020-02-26

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release adds the following improvement:

• FIN-7671 As an administrator, I want to be able to set Wrap-Up code from the integration API

This release fixes the following bugs:

• FIN-7602 Finesse Failover does not work with preconfigured agent login data
• FIN-7673 RealTime View: Agents remain in list after a Team change
• FIN-7686 Integration API should only send UpdateTeamData event for the currently subscribed team

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 5.0.1

Release Date: 2020-02-10

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

Configuration Application

• Moved b+s Connects configuration from Salesforce Call Center settings to b+s Configuration App
• Intuitive wizard-like configuration user interface

Integrated Agent-Time-in-State

• Agent state and Not Ready Reason
• Time in state
• Change agent state

Queue-View for CCE Supervisor

• Statistic info for all queues of the Supervisors team members
• Sorting function on all columns

Other new features and Improvements

• CCE Dial-from-Ready (CCE 12.5)
• Easy configuration to Trigger Screen-pop and Lightning Flows from any call state
  • Launch Screen-pop to CRM Record, URL, Lightning Flow or Search
  • Separate actions possible for Channels Voice, Chat and Case
  • Trigger on “Ringing”, “Answer”, “Hang-up” and “End” events
• Easy configuration to Assign CCE/CCX Call Data to Call Log
  • Fill out Call Log fields when creating Call Log record
  • All text fields on Call Activity Record can be updated
  • Drop-down list to select call variable from CCE/CCX call object
• Integration API – add new fields to the call object (requires CCE 11.6 or newer)
  • SecondaryId
  • QueueName and QueueNumber
  • CallKeyPrefix, CallKeyCallId and CallKeySequenceNum
• Bug fixing

Release 4.8.6

Release Date: 2020-06-16

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bugs:

• FIN-8387 Agent gets an Inbound Call and a Javascript error appears (Cannot read property 'length' of undefined)
• FIN-8294 SSO refresh tokens become invalid when log on to Finesse Desktop

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 4.8.4

Release Date: 2020-04-14

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bug:

• FIN-7979 Gadget freeze in when using Omni-Channel and Voice

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 4.8.3

Release Date: 2020-03-30

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes the following bug:

• FIN-7904 Team view not displaying - Exception in request callback: Message Lost. Exception: ReferenceError: successCallbackData is not defined

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 4.8.2

Release Date: 2020-03-02

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release adds the following improvement:

• FIN-7671 As an administrator, I want to be able to set Wrap-Up code from the integration API

This release fixes the following bugs:

• FIN-7690 Attachment links unload the gadget
• FIN-7686 Integration API should only send UpdateTeamData event for the currently subscribed team
• FIN-7673 RealTime View: Agents remain in list after a Team change
• FIN-7622 State slider is always collapsed after reload
• FIN-7602 Finesse Failover does not work with preconfigured agent login data
• FIN-7523 Agent gets logged out when the Gadget is reloaded
• FIN-7266 If SearchAndScreenPop result contains "/" in value, string is wrongly rendered in UI
• FIN-7040 As an agent I want the gadget to stop shaking
• FIN-6770 SSO Login fails because the cookie flag HttpOnly introduced in CCX 12.0 ES 02.
• FIN-6737 The local variables are lost if the work item gets updated.
• FIN-6736 Integration API - Local variables cannot be updated on a created inbound call
• FIN-6719 Conference calls causes Omni-Channel to stay in busy state

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 4.8.1

Release Date: 2019-10-03

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes a number of bug fixes.

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 4.8

Release Date: 2019-07-05

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

Cisco Supervisor in Salesforce

• Team Real-Time View
• Change agent state
• Silent Monitor
• Barge-in
• Intercept

Single Sign-On (SSO)

• CCE (Hybrid mode is not supported)
• CCX

Other new features and Improvements

• b+s Integration API: screen-pop to Lightning Flow
• Bug fixing

Release 4.7.3

Release Date: 2019-04-30

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes a number of bugs. Most important:

• FIN-5491 - When RONA, the agent does not get moved to a Not Ready state and the case presents to the agent a second time.
• FIN-5038 - Agent time in state: Channel order is different to the channel order shown in the Gadget
• FIN-5463 - Names in search results shouldn't be linked if they belong to directory numbers

This is a cumulative patch, containing also the improvements and bug fixes of the previous patch releases.

Release 4.7.2

Release Date: 2019-04-04

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

This release fixes a number of bugs. Most important:

• FIN-5351 + FIN-5459 Agent cannot change to ready state for media channels (Ext-MRI). Request to Finesse fails with message E_ARM_STAT_ALREADY_IN_REQUESTED_AGENT_MODE - (reported by Symantec, DocuSign)
• This is a workaround for Cisco Bug CSCvo26503
• FIN-5352: Call log created for consultation calls that are transformed to an outbound call (reported by Farmers)
• FIN-5386 Supervisor monitor call remains on the UI after call has ended (reported by Experian when using Calabrio Supervisor)
• FIN-5329 When configured "Close" in "Disabled actions" this removes the reject button on Campaign calls and media tasks
• FIN-4998 As a Salesforce Administrator I want to disable the Reject for Finesse Media Channels in the Callcenter Definition File
• FIN-5157 Sometimes, outbound calls show CRM search results (reported by Nestlé Waters North America)
• FIN-4408 Consult / Transfer pane not visible if call task is minimized in gadget (reported by Aetna)

Improved Routing Adapter Ext-MRI and Routing Adapter Ext-MCAL

Release 4.7

Release Date: 2019-02-01

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Main new features

MediaRouting ExternalRouting-MRI (starts with version number 2.0)

• Simplified deployment by removing the following server components
  • b+s AgentAdapter: replaced by Cisco Finesse Task Routing API.
  • b+s MCAL and b+s MediaManager: the b+s RoutingAdapter now has a direct connection to the Cisco MR PG. The Route Requests are now sent directly to the MR PG
• Centralized routing for non-voice / multiple Agent PG support
• Routing Adapter High-Availability
• Write warning and error log messages into Windows event log
• On routing failure, the Routing Adapter assigns the failed task to a failure queue in Salesforce
• No local file to store date for recovery and persistency
• Requires CCE 11.5 or later

Important

Naming of the different RoutingAdapter models:

In the name of the existing RoutingAdapters, we used the abbreviation MRI to indicate it connects to the MR PG (via MCAL). With the new RoutingAdapter, which connects direct to the MRI (Cisco Media Routing Interface), the use of MRI becomes misleading for the MCAL based deployments.

We have changed the name slightly for the two MCAL based Routing Adapters:

RoutingAdapter Outbound Message - MCAL:

• old name: RoutingAdapter OB-MRI 2.6
• new name: RoutingAdapter OB-MCAL 2.6 (we did not change the version number)

Routing Adapter External Routing - MCAL (introduced with b+s Connects 4.4):

• old name: RoutingAdapter Ext-MRI 1.x
• new name: RoutingAdapter Ext-MCAL 1.x (we did not change the version number)

New: Routing Adapter External Routing - MRI (direct connection to MR PG):

• RoutingAdapter Ext-MRI 2.0 (we started with version 2.0 to indicate )

Note: The new features only apply to the new b+s RoutingAdapter Ext-MRI 2.0. No changes for the existing RoutingAdapter OutboundMessage-MCAL and ExternalRouting-MCAL!

Other new features and Improvements

• Search-and-screen-pop to Salesforce Lightning Flows and pass call data
• Support for Cisco CCE/PCCE 12.0
• Bug fixing

New Salesforce features

• b+s Connects for Salesforce CCE/CCX edition can now be installed using the new Salesforce Lightning Setup Flow "Voice Support Setup"
• Salesforce Pop-out feature in Lightning als supported with b+s Connects for Salesforce CCE/CCX edition

Release 4.6

Release Date: 2018-11-06

Minor release of the b+s Connects for Salesforce CCE/CCX Edition

Salesforce Lightning Setup Flow - Maintenance Release to enable Salesforce Lightning Setup flow - No new features

Release 4.4

Release Date: 2018-09-12

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

Main new features

Salesforce Omni-channel federation in Lightning

• Allow to change the state of Salesforce Omni-Channel (ready, not ready) in the b+s Connects gadget
• Show new and accept new tasks from the Salesforce Omni-Channel in the b+s Connects gadget
• On incoming calls, set the state of Salesforce Omni-Channel to not ready. Change back to previous state after the call

Other new features and Improvements

• Changed the call activity of sub-type to "Call" instead of "Task"
• Bug fixing

Release 4.3

Release Date: 2018-07-25

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

Main new features

Salesforce External Routing Lightning

• Routing Omni-Channel task via Cisco CCE
• Tested with Live Agent and Case
• Salesforce Lightning Console

RoutingAdapter OB-MRI 2.6

• Support 64 bit application
• Support MCAL 2.6 SR3
• Support for Windows Server 2016
• Bug fixing

RoutingAdapter Ext-MRI 1.1.1 (new - 2018-08-09)

• Support 64 bit application
• Support MCAL 2.6 SR3
• Support for Windows Server 2016
• Bug fixing

AgentAdapter 2.5

• Support 64 bit application
• Support MCAL 2.6 SR3
• Support for Windows Server 2016
• Bug fixing

Other new features and Improvements

• Bug fixing

Release 4.2.3

Release Date: 2020-06-11

Patch release of the b+s Connects for Salesforce CCE/CCX Edition introducing

New features and Improvements

• FIN-7602 Finesse Failover does not work with preconfigured agent login data
• Bug fixing

Release 4.2.2

Release Date: 2019-04-23

Patch release of the b+s Connects for Salesforce CCE/CCX Edition introducing

New features and Improvements

• Bug fixing

Release 4.2.1

Release Date: 2018-06-12

Patch release of the b+s Connects for Salesforce CCE/CCX Edition introducing

New features and Improvements

• Manually remove stucked external routed tasks
• Bug fixing

Release 4.2

Release Date: 2018-05-22

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

New features

Transfer Live Agent chat from an CCE agent to a CCE skillgroup

• Agent can transfer a Live Agent chat using the Live Agent feature "Transfer to Button/Invite"
• Requires Salesforce Omni-Channel configuration of Routing Type "External"
• No transfer to Live Agent Skill or direct Agent-to-Agent
• Requires Salesforce Summer '18 or newer

Other new features and Improvements

• Live Agent via Omni-Channel federation (Salesforce Classic)
• Multi-monitor support / Pop-out for b+s Connects Gadget
  • Salesforce Classic Console only
  • CRM hosted deployments only (no CNX gadget on Cisco Finesse). Does not work for Finesse hosted deployments
  • Cisco Finesse 11.5 or newer
  • add Flag "POPOUTABLE" in Call Center to enable pop-out function
• Search in “Real-time Team View”
  • allow to search/filter in the Team- and Queue list of the Realtime View custom toolbar gadget
• Allow to hide hangup-button when call is on hold
• Allow to load the AgentTimeInState and the Realtime View Toolbar from Finesse
  • VisualForce pages are getting blocked in Custom Toolbars if customer enables Clickjack protection in Salesforce Session Settings. The custom toolbar gadget are not blocked when loaded from the Finesse server.
• Bug fixing

Release 4.1

Release Date: 2018-02-01

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

Main new features

CRM hosted deployment (aka Simplify deployment) – no gadget on Cisco Finesse

• requires Cisco Finesse 11.5 or later

Salesforce External Routing (Beta)

• Routing Omni-Channel task via Cisco CCE
• Tested with Live Agent and Case
• Salesforce Classic only

Other new features and Improvements

• Increase the ‘Max Number of Directory Lookup Suggestions’ to 150 (Feature Request AMP)
• Names in search results shouldn't be linked if they belong to directory numbers (Feature request Experian)
• Opening a “New Record” form in Lightning, allows to prefill fields with CTI data
• Integration API method to send DTMF during active call
• Redundancy in Lightning: fail-over to stand-by URL if gadget cannot be loaded from primary URL
• Finesse hosted deployments: When Connects gadget cannot be loaded from primary URL (Connects Gadget URL A), Salesforce will load the gadget from the stand-by URL - (Connects Gadget URL B) after the time-out configured in Request Timeout
• Bug fixing

Release 4.0.6

Release Date: 2018-01-15

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• bug fix for "Spring '18: In Lightning the gadget does not render properly"

Release 4.0.5

Release Date: 2017-12-18

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• bug fix for "In Chrome in Salesforce Lightning, Custom Toolbars are not rendered after hiding and showing the gadget"

Release 4.0.4

Release Date: 2017-11-03

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• new feature: "Redundancy in Lightning: fail-over to stand-by URL if gadget cannot be loaded from primary URL" ( — beta only — )

Release 4.0.3

Release Date: 2017-10-17

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• bug fix for "Integration API method screenPop not working in Lightning"
• new feature: "Integration API method to send DTMF during active call"

Release 4.0.2

Release Date: 2017-09-29

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• bug fix for "Call activity disappears from task on UI"

Release 4.0.1

Release Date: 2017-08-25

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• bug fix for "SearchAndScreenPop not working with variable for Cisco’s Social Miner Callback Request API Calls"

Release 4.0

Release Date: 2017-06-23

Major release of the b+s Connects for Salesforce CCE/CCX Edition introducing

Main new features

• Support Salesforce Lightning Experience (LEX) and Salesforce Lightning Console
• Adapt UI styling to Lightning Design

Other new features and Improvements

• Set voice channel to not ready if agent accepts Live Agent chat
• Screenpops for Cisco Agent Request API Callback calls
• Additional Custom Toolbars in Gadget (top and bottom)
• Improvements in Integration API
• Gadget for custom toolbar: show agent time in state and reason code
• Simplified deployment (beta)
• Bug fixing

Release 3.3.5

Release Date: 2018-06-22

Cumulative patch fix for b+s Connects for Salesforce CCE/CCX Edition 3.3

• New: bug fix for FIN-3727 Performance Issue while loading the SFDC pages

contains also bug fixes and improvements of b+s Connects for Salesforce CCE/CCX Edition 3.3.1, 3.3.2, 3.3.3 and 3.3.4

Release 3.3.4

Release Date: 2017-05-31

Cumulative patch fix for b+s Connects for Salesforce CCE/CCX Edition 3.3

• New: bug fix for FIN-2068 Integration API: OODataReceived Event gets not triggered in CCX (predictive and progressive)

contains also bug fixes and improvements of b+s Connects for Salesforce CCE/CCX Edition 3.3.1, 3.3.2 and 3.3.3

Release 3.3.3

Release Date: 2017-05-12

Cumulative patch fix for b+s Connects for Salesforce CCE/CCX Edition 3.3

• New: bug fix for FIN-2147 Unexpected Screen-pop on Blind Transfer

contains also bug fixes and improvements of b+s Connects for Salesforce CCE/CCX Edition 3.3.1 and 3.3.2

Release 3.3.2

Release Date: 2017-03-31

Cumulative patch fix for b+s Connects for Salesforce CCE/CCX Edition 3.3

• New: bug fix for FIN-2014 - No scroll bar presents on the right side, when there is a lot of data in the work item
• New: bug fix for FIN-2017 - "mailto:" link unloads tunnel iframe in Google Chrome
• New: improvement FIN-2016 - Toolbar components are blocked from accessing Console Integration API

contains also bug fixes and improvements of b+s Connects for Salesforce CCE/CCX Edition 3.3.1

Release 3.3.1

Release Date: 2016-12-19

Patch release of the b+s Connects for Salesforce CCE/CCX Edition

• Allowing to use special characters in the login name

Release 3.3

Release Date: 2016-09-16

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

Main new features

Salesforce Omni-channel federation

• Allow to change the state of Salesforce Omni-Channel (ready, not ready) in the b+s Connects gadget
• Show new and accept new tasks from the Salesforce Omni-Channel in the b+s Connects gadget
• On incoming calls, set the state of Salesforce Omni-Channel to not ready. Change back to previous state after the call

Other new features and Improvements

• Support for Microsoft Edge on Windows 10
• “Request Wrap-Up" with one click if Wrap-Up reason list is empty
• Disabled actions: Disable mail reject
• Option to disable click-to-dial feature
• Improvements in Integration API
  • method to show/hide connects gadget (Salesforce Softphone)
  • method to get reason code list
  • method to create a Conference after consultation call
  • method to complete Transfer after consultation call
  • method for Blind Transfer
  • add Reason Code label to onAgentStateChange event info
  • add Reason Code label and Time-in-state to getChannel response
  • add Reason Code label and Time-in-state to getCtiData response
  • add Object ID from Click-to-dial to call object
• Example gadget for custom toolbar:
  • show agent time in state and reason code
• Bug fixing

Release 3.2

Release Date: 2016-01-28

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

Main new features

Speed Dial buttons (Feature Request of RSI)

• Agent can configure up to 20 entries of personal speed dial numbers
• Drop-down list with speed dial numbers available in not ready state and for consultation calls and single step transfer
• The speed dial list can be configured in a form in the settings panel of the gadget

Drop-down list to create new record (Feature Request of RSI)

• During an active call, we show in the b+s Connects Gadget a drop-down menu with a list of Salesforce object types. When the agent wants to create a new record he/she can select the record type of the list and open a new record in edit mode. If configured, one or more fields of the new record can be pre-filled with content of the call (ANI, DNIS, peripheral variables, ECC variables).
• We allow to configure up to five items in the list to create new Salesforce records or to open Visualforce pages or external links.

Cisco Outbound Option

• Support CCX Outbound Option (Progressive, Predictive and Direct Preview Mode)
• Support CCE Outbound Option Direct Preview (requires Cisco Finesse 11)
• Outbound Option: allow edit number for call back

Media

• Support for TLS versions 1.1 and 1.2

Other new features and Improvements

• Show "time on hold in gadget"
• Disable connects when loaded in sidebar
• Support for Cisco Agent Request feature
• Integration API: Improve onWorkItemCreated data content
• Integration API: Send IntegrationAPI event for Outbound Option calls
• Quick Reference Guide
• Bug fixing

Release 3.1

Release Date: 2015-09-03

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

• Realtime display based on Finesse realtime data
  • My Agent Team
  • My Queues
• Support for Logout Reason Codes
• Add agent state events to the Integration API (Feature Request of Camping World)
• Configuration Key to define number of displayed matches of SearchAndScreenPop on incoming call (Feature Request Symantec)
• Configuration key to disable screen pop of the Case on an incoming task (Feature Request Arthur J. Gallagher)
• Deployment Guide
• Small enhancements and improvements
• Bug fixing

Release 3.0

Major release of the b+s Connects for Salesforce CCE/CCX Edition introducing

• Integration API for customer specific integrations with events (ring, answer, wrap-up, end) and requests (update call data, make call, change state)
• Custom Toolbars in Gadget
• Sample Custom Toolbars:
  • Last 3 calls
  • Link to “My calls today”
• Search & Screen pop based on Call Variable
• Support for Salesforce Additional Directory Numbers
• Extend search of the "Make Call" field to additional objects (Lead, Person Account, Additional Directory Number)
• HTML5 Desktop Notifications on incoming call or task
• Show agent state in Salesforce Console toolbar
• DTMF Key pad for dialing and send DTMF during call
• Cisco Outbound Option: CCE Scheduled Callback (Finesse 10.5)
• CCE Optional Wrap-Up (Cisco Finesse 10.5)
• Experimental: Allow Connects Gadget to be popped out (Salesforce multi-monitor mode)
• Button in the Gadget to Collect Client Log Files / report an issue
• Support for Salesforce Interaction Log
• Performance optimizations during page reload
• New design make call field
• Display duration of current call
• Keep gadget size after page reload
• Configurable date format of call log subject line
• Optional Wrap-Up (Finesse 10.5)
• Cisco Outbound Option: Scheduled and regular callback (Finesse 10.5)
• Multiline Support (Finesse 10.5)
• Extension Mobility Support (Finesse 10.5)
• Advanced Dialing Rules and Lookup Rules
• Small enhancements and improvements
• Bug fixing

Release 2.4.1

Service Release of the b+s Connects for Salesforce CCE/CCX Edition introducing

• Small enhancements and improvements

Bug fixing

Release 2.4

Minor release of the b+s Connects for Salesforce CCE/CCX Edition introducing

• support for Cisco CCE/CCX/PCCE 10.0 and 10.5
• Improved Failover (Open CTI Standby URL – requires Salesforce Spring ‘14)
• Send DTMF on active calls
• Support for Salesforce Person Accounts (restrictions apply)
• Assign Salesforce custom objects to call log
• Reversed connection between RoutingAdapter and MCAL (for DMZ Deployment)
• Multiple Tasks at the same Time
• Case Routing persistence
• Small enhancements and improvements
• Bug fixing