Skip to main content
Version: 5.9

New Features and Bug Fixes Voice

New Features​

This section lists new features in b+s Connects for Salesforce – CCE/CCX Editions.

  • None

Enhancements​

This section lists enhancements in b+s Connects for Salesforce – CCE/CCX Editions.

FIN-11508 - As an agent I want a button in the Connects gadget to close a UQ routed task from the gadget, as an alternative of closing the tab in Salesforce​

Requirements: Being able to end a routed task directly in the softphone

Solution Abstract: Add a button to end task in the softphone. When finishing a routed chat, a confirmation dialog should be presented to the agent.

Limitation: Tab based capacity model only, status based capacity model not supported. Active Chat conversions are ended automatically when clicking the button

FIN-12938 - As an agent I want Wrapup state for Cisco UQ routed Salesforce Chat (non-voice, Ext-MRI)​

Requirements: For Cisco UQ routed Salesforce Chats, automatically change to wrapup state in when Chat ends. When Chat tab is closed, end Cisco task

Solution Abstract: Implement hidden Aura component listening for the Chat End event on the Salesforce Omni-Channel API. When event is fired, change Cisco status for the work item to Wrapup.

Limitation:

FIN-13354 - Supervisor view, show Time (in state) in hh:mm:ss format​

Requirements: Supvervisor view, show Time (in state) in hh:mm:ss format

Solution Abstract:

Limitation:

FIN-13547 - As an agent or supervisor, who is a participant of a conference call, I want to be able to drop other participants, also if they are no monitored agents.​

Requirements: Allow agents and supervisor to drop any other participants from a conference.

Solution Abstract: Default configuration in Finesse allows only supervisors to drop participants from conference, if the extension of the participants are monitored signed-in agents Changing the Finesse "webservices enableDropParticipantFor" property allows to drop any participant from a conference. New configuration key will be added to b+s configuartion to pair the feature

Limitation: Requires Finesse 12.6, UCCE only

FIN-13549 - As an agent I want to see the wrapup reasons dropdown when the call is ended​

Requirements: Automatically display the Wrap-Up reason dialog when the call is ended

Solution Abstract: When the call is ended and in case the Agent has available Wrap-Up reasons, the Wrap-Up reasons list dialog will display automatically. A new configuration key in the b+s Configuration enables this feature. By default it will be disabled.

Limitation: n/a

FIN-13637 - As an agent I want to see new Agent Answers recommendations on top of the list and separated by a line from older recommendations​

Requirements: New arriving Agent Answers recommendations appear on top of the list and are separated by a line from older recommendations

Solution Abstract: Enqueue the new agent answers at the beginning of the current ones. Add a separator that divides the old answers with the new ones.

Limitation: After page refresh, agent answers are cleared.

FIN-13669 - As agent I want to 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​

Requirements: Agent should not leave Wrap-Up state via channel button when Require Call Disposition is set to true and there is no Call Disposition selected

Solution Abstract: During a Sales Engagement call, block the channel button when agent is in Wrap-Up state and Require Call Disposition is set to true

Limitation: n/a

FIN-13688 - As a developer I want to update Calabrio Cloud connection with the new Named Credential​

Requirements: Use the new Named Credential instead of the Legacy ones to connect to Calabrio Cloud servers

Solution Abstract: Implement required changes in code

Limitation: Breaking Change! Manual reconfiguration of Named Credentials needed after upgrade.

Bug Fixes​

This section lists priority 1 (Critical) and 2 (Major) issues that have been resolved in b+s Connects for Salesforce – CCE/CCX Edition but that may have been open in previous releases.

FIN-13722 - sforceOpenCti.searchAndScreenPop response not handled if null​

Symptom: "Uncaught TypeError: Cannot convert undefined or null to object" error appears in console on outbound calls

Conditions: Outbound call

Workaround: Actually,  we found the root cause. We had removed Leads and Contacts in the Softphone layout only for inbound but not for outbound. Once those were removed, it worked fine.

Further Problem Description: User with System Administrator profile in Salesforce don't get the error

FIN-13831 - b+s Configuration record page doesn't load when a quote character is present in the label of a Org's VF page​

Symptom: b+s Configuration Record page doesn't properly load

Conditions: A Visualforce page with a quote in its label is present in the Org

Workaround: Remove the quote from the VF page label

Further Problem Description: This happens both during upgrade and for new installs, also could happen anytime as soon as a VF page gets a quote in its label

FIN-13963 - Wrapup selection button not displayed after chat conversation is ended​

Symptom: Wrapup selection button is not displayed while in media wrapup state.

Conditions: Chat conversation is ended.

Workaround: Pause/resume task to display wrapup selection button.

Further Problem Description: N/A

FIN-13528 - Javascript Error TypeError: n is undefined in client log​

Symptom: Javascript error displayed: "TypeError: n is undefined in client log"

Conditions: Browser garbage collection was performed

Workaround: n/a

Further Problem Description: Garbage Collector removed code loaded in memory which was later on required

FIN-13668 - Agent cannot leave Wrap-Up state without selecting Wrap-Up reasons on outgoing calls​

Symptom: Agent cannot leave Wrap-Up state on outgoing calls regardless of Wrap-Up Agent desk settings for outgoing calls

Conditions: Finesse > v11.6, Outgoing call, Agent desk setting for Wrap-Up on outgoing calls equals to "REQUIREDWITH_WRAP_UPDATA"

Workaround: N/A

Further Problem Description:  Finesse versions <= 11.6 don't provide a wrapUpOnOutgoing feature setting in API, setting has to be handled as "NOT_ALLOWED" for Finesse versions < 12. The b+s Gadget needs to handle the newly introduced wrapUpOnOutgoing setting instead of just referring to the wrapUpOnIncoming for both directions

FIN-13782 - The required manual changes in the Page Layout of the User object are missing in the upgrade guide​

Symptom: Extension field in the User Page layout was deprecated and replaced with the "Agent Extension" field. In ASO we were using this field for Auto login for the b+s connector, so all the user today morning faced issues with auto-login but as a workaround, they did manual login.

Conditions: Upgrade from pre 5.3 to post 5.3 version

Workaround:

Further Problem Description:

FIN-13783 - Show State Change Time config for Realtime View defaults to false after upgrade. Description missing in upgrade guide​

Symptom: Show State Change Time config for Realtime View defaults to false after upgrade. Description missing in upgrade guide

Conditions: Upgrade from pre 5.3 to post 5.3 version

Workaround:

Further Problem Description:

FIN-14157 - Error message "WrapUpItem failed / Not able to retrieve WorkItemId" when ending UQ routed non-voice task​

Symptom: Connects gadget shows error message "WrapUpItem failed / Not able to retrieve WorkItemId"

Conditions: End Cisco UQ routed non-voice task using b+s Integration API method endItem()

Workaround: Close error message, task ended correctly

Further Problem Description:

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

Symptom: SSO login popup remains open, agent cannot log in

Conditions: Microsoft Edge v. 116 with JSON Viewer enabled (Default).

Workaround: disable JSON Viewer in Edge Flags: edge://flags/JSON Viewer -> disabled

Further Problem Description:

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

Symptom: "Uncaught TypeError: requestWrapup is not a function" error message is displayed in browser console.

Conditions:

  • Agent has Wrap-Up optional, no Wrap-Up reasons and the request Wrap-Up button is clicked during the call.
  • Agent has Wrap-Up optional with Wrap-Up reasons and the request Wrap-Up button is clicked from the Wrap-Up dialog, during the call.

Workaround: Assign at least one Wrap-Up reason to the agent and select the Wrap-Up from the request Wrap-Up dropdown list.

Further Problem Description: This bug was introduced in 5.9 and fixed in 5.9.2

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

Symptom: "Assign users to b+s Connects Configuration" page hangs and times out

Conditions: High number of active non-standard users are present in the SF Org and not yet assigned to the b+s Configuration record

Workaround: N/A

Further Problem Description: This bug was fixed in patch release 5.9.3

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

Symptom: "Named Credentials not reachable" error is thrown

Conditions: Package is installed in a non-namespace org, Named Credential and External Credential records created as per docs and permissions given correctly

Workaround: N/A

Further Problem Description: This bug was fixed in patch release 5.9.4