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Version: 5.13

New Features and Bug Fixes Voice

New Features​

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

#1253: As an agent, I want to view the Not Ready Reason of my teammates in the Realtime Team View, so that I can better understand their availability status​

Requirements: Add Not Ready Reason column to the agent team realtime view.

Solution Abstract: Additional column containing the agent state as text. Config key to show / hide this additional column. Default is hidden. Allow to sort this column.

Limitation: N/A

#14444: Allow to disable the Transfer button when the agent is in a consultation call​

Requirements: When an agent is in a consultation call, instead of transferring the customer call to the other agent, agent a and agent b must first go into a conference before agent a can leave the call.

Solution Abstract: Create a new setting in Disabled Voice Actions that allow the administrator to block the Transfer call while being in Consultation call. The transfer button will not be displayed in the Make Consult / Conference panel.

Limitation: N/A

Enhancements​

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

#14397: Use translated labels in errors displayed to Agent​

Requirements: There are hardcoded labels in the solution. They need to be displayed to agents based on configured system language.

Solution Abstract: Identify the hardcoded labels, create system labels and translate accordingly to the base languages (en - de).

Limitation: N/A

#14421: As an agent I want the Time in State in the Agent Realtime View in hh:mm:ss format​

Requirements: Change the time format to hh:mm:ss. Make it configurable. By default, the behaviour is as per now.

Solution Abstract: Make the time format configurable. Add a new checkbox with "Show time in hh:mm:ss format". By default, it will be false. When disabled, the time format will be the same as now. When enabled, the time format will change to hh:mm:ss.

Limitation: N/A

#14430: Allow to use Integration API to request wrapup state if Optional Wrapup is configured in Agent Desk Settings​

Requirements: Allow to request Wrapup state using the Integration API while in a call.

Solution Abstract: Extend Integration API method setAgentState().

Limitation: N/A

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.

#14425: CNX gadget show Wrapup-up Selected when using Integration API method updateWorkItemData to update WrapUpReason during a call, but Call state does not change to Wrapup after call​

Symptom: When using Integration API method updateWorkItemData to update WrapUpReason during a call, the gadget wrongly shows "Wrap-Up requested" and the agent state changes to ready after the call. Expected is not to change GUI.

Conditions: Workmode = Wrapup Optional (Agent Desk Settings). Integration API method updateWorkItemData() used to update Wrapup reason during call.

Workaround: Change manually wrapup reason during call.

Further Problem Description: N/A

#14433: Chat-End Listener Component not working when using ECC vars​

Symptom: State not changing to Wrapup when clicking End Chat.

Conditions: b+s Chat-End Listener component added to Utility Bar in Service Console. UQ Routed Chat -> End Chat button. Work Item Id Variable und Cisco UQ config is an ECC variable

Workaround: Use PV variable instead of ECC as Work Item Id Variable.

Further Problem Description: ECC variables were not added to the logic.

#14448: System.QueryException on DeveloperName in getOmniFederationDeclineReasons if Agent has no permissions​

Symptom: Type: System.QueryException - Message: No such column 'DeveloperName' on entity 'PresenceDeclineReason'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names. - Stacktrace: (cnx).

Conditions: Omni channel enabled, Agent has no permissions to view DeveloperName fields.

Workaround: Assign "View Developer Name fields" system permission to agent.

Further Problem Description: N/A

#14482: b+s Configuration Editor cannot save configuration​

Symptom: When attempting to save a configuration in the b+s Configuration Editor, an error message "Unable to save this configuration error" appears

Conditions: b+s Connects for Salesforce version: 5.13. Affected user: Assigned the b+s Configuration Editor permission set. The user lacks full permissions (partial privileges)

Workaround: Clone the provided permission set and manually grant edit access to the above fields, then assign the updated permission set to affected users.

Further Problem Description: The permission set does not correctly grant edit access to the fields Realtime_ShowStateReasonc, Realtime_ShowTimeHHMMSSFormatc and Hide_Chat_After_Accepting__c (deprecated). These fields cause validation issues during the save operation.