Features and Limitations

The following chapters call out notable features and feature limitations in the current release of b+s Connects for SAP C4C.

Supported Features

The following features have been implemented:

Agent state control

• Hot desk support with login mask
• Login as Mobile Agent (requires CCE)
• Single Sign-On
  • Hybrid (requires Finesse 12.5 or higher)
  • SSO Only
• Agent Device Selection / Shared ACD Line (requires Finesse 12.6 or higher)
• State Change
  • Ready
  • Not Ready
  • Logout
• Reason codes
• Desktop Notifications for system state changes (e.g. RONA. Requires Cisco Finesse 11.6 or higher)

Call control

• Accept and hang up
• Hold and retrieve
• Send DTMF tones on active calls
• Transfer and conference
• Dial out, manually, to any number
• Click-to-dial
• Wrap-Up
• Desktop Notifications on incoming calls
• Call timers
• Dialled numbers can now include commas to support Forced Authorization Code (FAC)
• Campaign Calls

Data handling

• Data preview on calls
  • Call variables
• Call logging
• Real Time Views
  • Team View
  • Queue View (requires CCE)
  • Queue Threshold Bar (requires CCE)
  • Supervisor View
• Directory lookup in Finesse Phone Books (requires Finesse 12.5 or higher)

Supervisor capabilities

• Agent State Change
• Silent monitoring
• Barge-In
• Team Message (requires Finesse 12.0 or higher)

Configuration

• Configurable call variables
• Phone number manipulation for live activity and Click-to-Dial
• Automatic Cisco Finesse Failover
• Configurable colors
• Dark / Light mode

Unsupported Features and limitations

Call control

• Requesting Wrap-Up is not possible in a CCX environment
• Setting the Wrap-Up reason during a call is not possible in a CCX environment if the requirement was set on the Contact Service Queue (CSQ)
• Dialing in the Ready state is not possible for CCE environments lower than 12.5
• When running the Cisco Agent Desktop in parallel to this gadget, executing direct transfers from the Cisco Finesse Agent Desktop for CCX environments are not allowed.

SAP C4C limitations

• The activity button displayed above the gadget will not disappear when a call ends

Supervisor capabilities

• Sending and receiving team messages is not possible for Cisco Finesse versions lower than 12.0.

Desktop Notifications in Firefox browser

• Firefox no longer allows the gadget to display desktop notifications (restriction for cross-origin iFrames introduced in version 107).