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Version: 2.7

Features and Limitations

Supported Features

This section lists features that are supported in b+s Connects for Service Cloud Voice

General

  • Cisco Contact Center Enterprise (CCE)
  • Packaged Contact Center Enterprise (PCCE)
  • Cisco Contact Center Express (CCX)

Agent state control

  • Agent login using agent ID or username and password
  • Cisco Mobile Agent
  • State Change
    • Ready
    • Not Ready
    • Logout
  • Not ready reasons
  • Cisco CCE Wrap-Up modes (Work Modes) (See also Important Notes)
    • Required
    • Required with Wrap-Up data
    • Not Allowed
  • Cisco CCX Wrap-Up modes (See also Important Notes)
    • Automatic Wrap-Up
    • No Wrap-Up

Call control

  • Accept and hang up
  • Hold and retrieve
  • Phone Contact Search with Agent Availability
  • Consultation call
  • Transfer calls after consultation
  • Blind transfer
  • Conference calls after consultation
  • Dial out, manually, to any number
  • Click-to-dial
  • Send DTMF (Dual Tone Multifrequency)
  • After Conversation Work Time

Data handling

  • Automatic Screen Pop
  • VoiceCall record
  • Call timers
    • Call duration
    • Hold time
    • Number of holds
  • Integration API

Configuration

  • Automatic Cisco Finesse Failover
  • Omni-Channel Presence states to Cisco Agent State mapping
  • VPN-Less Finesse

Real-time voice transcription

  • Cisco WCCAI real-time call transcription (CCE only, requires Cisco CCE 12.6 or higher)

Supervisor capabilities

Salesforce Service Cloud Voice Features

Unsupported Features & Limitations

General

Multiple browser tabs

When using multiple browser tabs, several limitations apply:

  • Impact on Omni-Channel: Logging into the Omni-Channel on a new tab triggers the old tab to go offline.
  • Impact on active calls: When a tab becomes active during a call, the agent work is ended. This means the agent does not have any assigned work in Salesforce.

There is a Omni-Channel setting Don’t automatically log agents in to Omni-Channel on a new window or tab. Enabling this setting prevents the automatic login of Omni-Channel on new tabs.

note

To avoid these limitations, it is recommended to remain logged in on the original tab.

CCE / CCX

  • Cisco Outbound Option
  • SSO agent login
  • Logout reasons
  • Optional Wrap-Up

Call control

  • No Wrap-Up after transferring a call to another agent.
  • Transfer to a queue without Voice Call creation on IVR, results in a normal inbound call for the second agent. The VoiceCall record is not linked. After consulting a Call to a Queue, the receiving Agent will only see an incoming call
  • When a call ends while the browser is closed or the Omni-Channel loses connectivity to the Finesse Server, the VoiceCall record is not updated and remains in the previously saved state.
  • When refreshing the page while there is a ringing call, the call will be displayed as dialing instead of ringing. The call can still be accepted in the New tab.
  • After the initial call ends, the call controls are not shown on the Voice Call object when the page is refreshed.
  • When a call is on hold, the DTMF-Dialpad is visible even although no DTMF can be sent.
  • Cannot have two independent calls. For example, an incoming direct call while in an existing call.
  • The VoiceCall records are not linked for direct calls from one agent to another.

Real-time voice transcription

  • Cisco WCCAI real-time call transcription is not available for CCX and WxCC

Salesforce Service Cloud Voice Features

  • Salesforce Sales Engagement (aka HVS), CCX is not supported
  • Respect Agent Capacity for Voice Calls is not supported
  • Enhanced Omni-Channel Routing is not supported

Deprecated Features

This section lists deprecated features in b+s Connects for Salesforce Service Cloud Voice – CCE/CCX Editions.

Deprecated features are supported for existing customers. However, there is no further development for deprecated features. Deprecated features are not supported for new deployments!

These features may be scheduled to be removed in a future release. Plan to transition to the designated replacement feature. If you are implementing a new deployment, use the replacement technology rather than the deprecated feature.

Removed Features

This section lists removed features in b+s Connects for Salesforce Service Cloud Voice – CCE/CCX Editions.

CCE CallGUID as Vendor Call Key for Voice Call records when created using CVP

Deprecation announced in release: 2.4

Feature removed in release: 2.5

Replacement: Use additional PerVar to pass Vendor Call Key to Connector, or combine Voice Call record ID + Vendor Call Key in one PerVar.