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Version: 2.7

Changelog

2.7.0 (2024-11-21)​

Welcome to the 2.7.0 release. This version was built on November 21st, 2024 and contains the following new features:

Features and Improvements​

Add the disconnectReason parameter to the Update Voice Call method in SCV API Wrapper​

Add parameter to SCV Wrapper's update voice call endpoint payload to enable its usage.

Closes SCV-3057.

Bug Fixes​

Mobile Agent checkbox doesn't show x on selection​

Symptom: The checkbox for Mobile Agent doesn't show the x even though it's selected.

Conditions: The agent selects the Mobile Agent checkbox.

Workaround: None.

Further Problem Description: None.

Closes SCV-3055.

Wrap-Up skipped if customer drops during consultation call​

Symptom: Wrap-Up will be ended automatically if customer drops during consultation call

Conditions: The customer call is ended during the consultation call.

Workaround: None.

Further Problem Description: The current Omni-Channel state is applied after the consultation call ends. This ends Wrap-Up.

Closes SCV-3164.

NoStatusChangeDuringCall error while ringing call​

Symptom: A NoStatusChangeDuringCall error appears in the console before the call is connected. The gadget shows the error message for a few milliseconds before removing it.

Conditions: Agent B is in Busy state. They receive a consultation call and haven't accepted it yet.

Workaround: None.

Further Problem Description: This error can be ignored since it's only a visual bug. In the background, everything worked as it should have.

Closes SCV-3075 and SCV-3098.

Caller Number doesn't show the outbound number​

Symptom: The field Caller Number on the Voice Call shows the Salesforce username instead of the outbound number.

Conditions: Agent initiates an outbound call.

Workaround: None.

Further Problem Description: The Caller Number was never updated and contained the Salesforce username instead of the outbound number. Now, after Wrap-Up is complete, the Caller Number will be updated to contain the outbound number.

Closes SCV-1738.

Sync screen is displayed after Busy state change via Integration API​

Symptom: The sync screen is shown if a Not Ready / Busy state is requested via Integration API.

Conditions: The state change is requested via Integration API.

Workaround: None.

Further Problem Description: None.

Closes SCV-3128.

Documentation​

Use new keyword to instantiate Integration API​

It is recommended to use the new keyword when instantiating the Integration API. The code works without it but it might introduce reference issues when using the this keyword in the code. The example code for the Integration API is adapted to include the change.

Closes SCV-3078.

2.6.0 (2024-09-02)​

Welcome to the 2.6.0 release. This version was built on September 2nd, 2024 and contains the following new features:

Features and Improvements​

Support Cisco Single Sign-On (SSO) with CCE​

Available for: Finesse 

Agents can now log into CCE with Cisco Single Sign-On (SSO). To enable this feature, an SSO frame needs to be downloaded from the static resources. Once downloaded, it should be uploaded to the Finesse server.

Closes SCV-79.

Allow agents to change state during calls​

Available for: Finesse WxCC 

For WxCC and UCCE deployments, agents can change their state during a call. After the call, the agent changes to this state automatically. If the state is not changed during the call, the agent returns to the state they were in before the call.

This is not possible for UCCX deployments. An error message will be displayed if an agent tries to change their state during a call.

Closes SCV-2088.

Enable address book for outbound calls​

Available for: Finesse WxCC 

Enable the phone book, so agents can use their speed-dial list to make outbound calls.

Closes SCV-2534.

Allow switching user after logout​

Available for: WxCC 

This new feature allows the agent to log out of WxCC and then select a different user the next time they log in. Prior to this change, the authentication stored in the browser cookies was reused when the agent pressed the login button again. So it was necessary to restart the browser to get a login window at the next login.

Closes SNOW-4442.

Beta: As a supervisor I want listen the WxCC call recording using the "Call Audio Player"​

Available for: WxCC 

The agent needs admin or supervisor permissions in order to request recordings. Storing the recording links can be enabled via SaveRecordingLink in the flags field in the contact center xml.

Closes SCV-2042.

Handle too many requests error (Status code 429)​

Available for: WxCC 

Display an error for too many requests (Status code 429).

Closes SCV-2737.

Store agent login credentials in the browser​

Available for: WxCC 

It is now possible to let the b+s Connects gadget remember your Station Credentials and automatically pre-populate them the next time you log in.

Closes SCV-2648.

Bug Fixes​

Cannot swap calls​

Available for: WxCC 

Symptom: The customer and consultation calls are not swapped.

Conditions: Click the Swap button twice or click the Pause / Resume button on the consultation call.

Workaround: Use the Pause / Resume button on the customer call.

Further Problem Description: It is not possible to control the consultation call in WxCC. Therefore, the customer call controls need to be used.

Closes SCV-2596.

Allow login if dial-out is disabled.​

Available for: WxCC 

Symptom: Login fails when WxCC dial-out setting is disabled.

Conditions: The WxCC Desktop Profile in the Dial Plans tab has an Outdial setting disabled.

Workaround: Set the WxCC Outdial setting to enabled.

Further Problem Description: None.

Closes MSD-4812 and SCV-2892.

Calabrio Cloud Addon shows an "Insufficient Privileges" error​

Available for: Finesse 

Remove user-run calls to Salesforce's ConnectAPI to avoid "Insufficient privileges" errors for Standard Users without the "View Setup and Configuration" setting

Closes SCV-2916.

Bridge on auto-load prevents state change​

Available for: WxCC 

Symptom: Agent state change doesn't sync with WxCC desktop.

Conditions: The agent state change isn't synchronized with WxCC desktop.

Workaround: Reload the page.

Further Problem Description: This problem occurs because the agent state change isn't synchronized with WxCC desktop.

Closes SCV-2914.

Reload the page with an inbound call in WxCC vPOP shows an error on the gadget​

Available for: WxCC 

Symptom: When an agent is on an inbound call and reloads the page, an error appears on the gadget: “We cannot decline the call. Try refreshing your browser or ask your Salesforce administrator for help."

Conditions: The agent is on an inbound call in Firefox Beta 127.

Workaround: None.

Further Problem Description: This problem occurs because the channel and the work item are removed when there is a connection state change action.

Closes SCV-2868.

Refreshing while having a call with recording crashes the connector​

Available for: WxCC 

Symptom: Connector crashes, call is not displayed.

Conditions: Refresh while having a call with call recording.

Workaround: Do not refresh.

Further Problem Description: None.

Closes SCV-2897.

Improve work item removal handling​

Available for: WxCC 

Symptom: When clicking the end call button, the button loads endlessly and nothing happens.

Conditions: The interaction is ended before accepting the call on the agent's phone.

Workaround: Refresh the gadget.

Further Problem Description: The gadget expected to enter the state Wrap-Up, but the agent only enters Wrap-Up if the offered call is ended after the agent accepted it on their phone.

Closes SFWXCC-556.

Documentation​

Recommend new Omni-Channel tab setting​

Available for: Finesse WxCC 

It is recommended to use Don't automatically log agents in to Omni-Channel on a new window or tab to stay active on the same browser tab.

Closes SCV-2877.

Add limitation to documentation for WxCC: Only telephony channel is supported​

Available for: WxCC 

WxCC media channels are not supported.

Closes SCV-2791.

2.5.1 (2024-08-26)​

Welcome to the 2.5.1 release. This is a patch release and contains no new features.

Bug Fixes​

VendorType field in ConversationVendorInfo records is null​

Available for: WxCC Finesse 

Symptom: Import of Contact Center for Partner Telephony fails with error message: "Error occurred while fetching Conversation Vendor Info records."

Conditions: Setup > Partner Telephony Contact Centers > Click button "New"

Workaround: None.

Further Problem Description: Prior to this fix, it is impossible to create new Contact Centers, affecting both existing and new installations.

Closes SCV-3003.

2.5.0 (2024-04-15)​

Welcome to the 2.5.0 release. This version was built on April 15th, 2024 and contains the following new features:

Features and Improvements​

Add "Create a Transcript" to the Service Cloud Voice API Wrapper​

Available for: Finesse WxCC 

This new feature exposes the creation of a transcript message to the SCV API Wrapper.

Closes SCV-2512.

Add "Create Transcripts in Bulk" to the Service Cloud Voice API Wrapper​

Available for: Finesse WxCC 

This new feature exposes the creation of transcript messages in bulk to the SCV API Wrapper.

Closes SCV-2513.

Add onTeamDataUpdate event in integration API for CCE/CCX real-time data​

Available for: Finesse 

It is now possible to listen for team data updates for CCE/CCX real-time data with the Integration API.

Closes SCV-2459.

Integration API: onQueueDataUpdate event​

Available for: Finesse 

It is now possible to listen for queue data update events with the Integration API.

Closes SCV-2460.

Support consult and transfer to address book entries​

Available for: WxCC 

It is possible to consult and transfer to address book entries by selecting the corresponding entry in the contacts list.

Closes SCV-2487.

Support consult and transfer to queue​

Available for: WxCC 

It is possible to consult and transfer to queue by selecting the corresponding queue in the contacts list. The consultation call will be displayed after the call is routed to another available agent.

Closes SCV-1447.

Documentation​

Remove CCE CallGUID as Vendor Call Key​

Available for: Finesse 

The CCE CallGUID is no longer supported as Vendor Call Key for Voice Call records when created using CVP.

Closes SCV-2470.

Add information about API rate limits calculation​

Available for: WxCC 

The documentation contains a chapter which explains the API rate limits for Webex Contact Center and how to calculate it for your own Contact Center.

Closes SCV-2664.

Add limitation for display of queue consultation​

Available for: WxCC 

Consultation calls to queues are not always displayed right away. If no agent is available, the call stays in the queue. It's only displayed as soon as the consultation call is routed to an agent.

Closes SCV-1423.

Bug Fixes​

Prevent too many connection attempts when the connection is lost​

Symptom: If the connection to WxCC is interrupted, the connector executes too many simultaneous reconnection attempts.

Conditions: The connection to the WxCC server is lost.

Workaround: Reload the page.

Further Problem Description: The connection attempts can result in a rate limit 429 Too Many Requests.

Closes SCV-2639.

Voice call records are linked to the initial call when a consult call is transferred​

Available for: Finesse WxCC 

Symptom: Voice call records are linked to the initial call when a consult call is transferred.

Conditions: Multiple consult call transfers happened.

Workaround: None.

Further Problem Description: The field "previous call" links to the initial call. The initial call links to the last call.

Closes SCV-2368.

Voice Call records not linked correctly after transfer​

Available for: Finesse WxCC 

Symptom: Voice Call records are not linked correctly after transfer.

Conditions: Agent has an outbound call, then transfers it to another agent.

Workaround: None.

Further Problem Description: None.

Closes SCV-2590.

Calabrio on-prem and Calabrio cloud recording URL is not populated for outbound calls​

Available for: Finesse 

Symptom: The Calabrio on-prem and Calabrio cloud recording URL isn't generated for outbound calls.

Conditions: The call is outbound.

Workaround: None.

Further Problem Description: This problem occurs because CTI Data field DNIS is empty. In such a scenario, the Calabrio on-prem and Calabrio cloud recording URL is not generated.

Closes SCV-2445.

Consultation call not shown after initial call ends and page is refreshed​

Available for: Finesse 

Symptom: After the initial call ends, the consultation call is not shown when the page is refreshed.

Conditions: The initial call was ended by the agent or the customer while the consultation call stays connected. Then the agent refreshes the page.

Workaround: None.

Further Problem Description: None.

Closes SCV-2366.

Prevent Team API access error from blocking the gadget​

Available for: Finesse 

Symptom: Displays a generic error message for agents when the team API is not accessible.

Conditions: Agents are not allowed to access the teams endpoint.

Workaround: Enable the according property on Finesse to grant access for all agents.

Further Problem Description: None.

Closes SCV-2613.

Cannot consult or blind transfer during conference/consultation call​

Available for: WxCC Finesse 

Symptom: A generic error message is displayed in the gadget when the Add Caller or Blind Transfer button is clicked during a conference or consultation call.

Conditions: Click the Add Caller or Blind Transfer button during a conference or consultation call.

Workaround: Reload the page.

Further Problem Description: It is not possible to:

  1. Consult or blind transfer during a conference or consultation call in WXCC,
  2. Blind transfer during a conference or consultation call in WXCC and UCCE/UCCX,
  3. Consult during a conference call in UCCE/UCCX.

Closes SCV-2665.

Voice call record not updated after conference​

Available for: WxCC 

Symptom: Voice call record of the consultation call is not updated after a conference.

Conditions: An agent is consulted and then conferenced. The conference ends and the agent has no longer a call.

Workaround: None.

Further Problem Description: The state of the voice call record is not updated. It stays In Progress.

Closes SCV-2365.

2.4.1 (2024-02-20)​

Welcome to the 2.4.1 release. This is a patch release and contains no new features.

Documentation​

Add limitations for settings​

Available for: WxCC 

Not all desktop profile settings are supported yet. The corresponding limitations were added.

Closes SCV-2514.

Describe how to create the Vendor Call Key in the WxCC Flow and how to concatenate to the Voice Call record Id​

Available for: WxCC 

WxCC Flow to define the Vendor Call Key. Also how to concatenate with the Voice Call record Id and store in a Flow variable to be passed to the agent

Closes SCV-2532.

Bug Fixes​

Cannot transfer a call to an agent by dial number​

Available for: WxCC 

Symptom: Gadget becomes stuck when transferring a call to an agent by dial number

Conditions: Agent consults another agent by dial number and then transfers the call.

Workaround: Use the contacts list to consult another agent.

Further Problem Description: This only happens if the consulted agent is in the Available state before the call.

Closes SCV-2539.

Conference call not displayed correctly​

Available for: WxCC 

Symptom: The conference call is not displayed in the Omni-Widget.

Conditions: An agent clicks the Merge button in the Omni-Widget.

Workaround: Reload the page.

Further Problem Description: This only occurs with Webex Calling. The conference call is created correctly but isn't displayed in the Omni-Widget.

Closes SCV-2592.

Prevent error message "We can't transfer to the given destination. There was an error."​

Available for: WxCC 

Symptom: The Omni-Widget show the error message: "We can't transfer to the given destination. There was an error."

Conditions: After receiving a call, consult another agent or dial number.

Workaround: None.

Further Problem Description: This only occurs with Webex Calling.

Closes SCV-2567.

2.4.0 (2024-01-31)​

Welcome to the 2.4.0 release. This version was built on January 31th, 2024 and contains the following new features:

Features and Improvements​

Allow the voice record call id and the vendor call key to be stored in the same call variable​

Available for: Finesse 

The vendor call key can be stored in the same call variable as the record id, separated by a semicolon ;. See Call Variable for the Voice Call Record Id. This change was done to save call variables.

Closes SCV-2471.

Display anonymous calls correctly​

Available for: WxCC 

For anonymous calls, the phone number is not received. Therefore, it was passed as empty to the CRM which causes problems when displaying the call or creating a CRM entry. Now, Unknown instead of an empty phone number is used for anonymous calls.

Closes SCV-2446.

Blind Transfer​

Available for: Finesse WxCC 

Agents can transfer calls directly without creating consultation calls first.

Closes SCV-945.

Call Recording Controls for WxCC​

Available for: WxCC 

It is now possible to see the Call Recording Controls for WxCC. Agents can pause and resume recordings.

Closes SCV-1397.

Integration API: Create channel event​

Available for: Finesse WxCC 

It is now possible to listen for channel creation events with the Integration API.

Closes SCV-1893.

Support multiple tabs​

Available for: Finesse WxCC 

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 Display a login confirmation upon loading a console with Omni-Channel. Enabling this setting prevents the automatic login of Omni-Channel on new tabs.

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

Closes SCV-1636.

WXCC improve error handling​

Available for: WxCC 

Improve error handling for authentication to inform the user when the token or credential name is missing. Improve the post handle message to inform the user when the redirect URL origin is wrong or the code is missing.

Closes SCV-1883.

Documentation​

Improve agent guide​

Available for: Finesse WxCC 

The agent guide contains more information about state and call controls.

Closes SCV-2053.

Add more details to web-doc about Connected App, and Wrap-Up modes​

Available for: WxCC 

Web-doc contains more details about the required user permissions to access the Connected App from WxCC.

Closes SCV-1939.

Describe availability of activity for Integration API events​

Available for: Finesse WxCC 

For the Integration API events onWorkitemCreate and onWorkitemConnect, the activity field is not always defined.

Closes SCV-2196.

Enhance presence state mapping configuration​

Available for: Finesse WxCC 

The presence state mapping configuration contains the Cisco Ready ID noticeably and an additional hint to include the Default Not Ready ID in the mapping as well.

Closes SCV-1956.

Available for: Finesse WxCC 

Fix the Contact Center link in the configuration guide.

Closes SCV-2442.

How to add error handling to the Saleforce Flow used by the Calabrio URL components​

Available for: Finesse 

Explain when the Flow is triggered and what error handling should be implemented when no recording URL is available.

Closes SCV-2197.

Optimize the installation steps in the web doc​

Available for: Finesse WxCC 

Separate the required configuration steps, which are needed for CVP/CCX/WxCC scripts, into separate documents for more transparency.

Closes SCV-1899.

Split documentation​

Available for: Finesse WxCC 

The documentation is now split in two parts: Finesse and WxCC. This makes it easier to find the correct configuration and documentation.

Closes SCV-2171.

Bug Fixes​

Answer button is disabled​

Available for: Finesse 

Symptom: The answer button is disabled for an incoming call.

Conditions: Have auto answer enabled. Handle a call which was answered automatically in Ready state. Switch from Ready to Busy state and receive another call.

Workaround: Reload, then switch to the New tab in the Omni-Widget and answer the call.

Further Problem Description: None.

Closes SCV-2364.

Calabrio Cloud: New field introduced in Winter '24 SF release breaks Named Credentials implementation​

Available for: Finesse 

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: None.

Further Problem Description: None.

Closes SCV-2306.

Same voice call record pop up for transfer or consultation calls​

Available for: Finesse 

The callGuid of a call is not always unique. A consultation call routed via ICM script does not generate a new callGuid. The Vendor Call Key can be stored in a call variable to prevent this issue. See Call Variable for the Vendor Call Key.

Closes SCV-2427.

Idle and Wrap-Up codes are not displayed correctly​

Available for: WxCC 

Symptom: Depending on the Desktop Profile configuration, Idle Codes or Wrap-Up Codes are not displayed.

Conditions: The agent's Desktop Profile is configured to use either Idle Codes "Specific" with Wrap-Up Codes "All" or vice versa.

Workaround: Use the WxCC Desktop to change the Idle or Wrap-Up Codes.

Further Problem Description: In case the Desktop Profile is configured to use Idle Codes "Specific" and Wrap-Up Codes "All", there are no Wrap-Up Codes displayed at all and the agent may not be able to leave Wrap-Up.

If the Desktop Profile is configured to use Idle Codes "All" and Wrap-Up Codes "Specific", there are no Idle Codes displayed on the voice channel dropdown. Agents with this configuration are not able to enter the Unavailable state.

Closes SCV-2344 and SNOW-4049.

Calling unavailable number freezes gadget​

Available for: Finesse WxCC 

Symptom: Gadget is freezing.

Conditions: Call is connected to an unavailable number.

Workaround: None.

Further Problem Description: When calling a number which cannot get calls, the gadget freezes and the workitem is not removed.

Closes SCV-2067.

Closing the voice call tab does not end Wrap-Up in CCX​

Available for: Finesse 

Symptom: The agent stays in the state Wrap-Up when the voice call tab is closed.

Conditions: Wrap-Up is ended via tab.

Workaround: Do a state change.

Further Problem Description: None.

Closes SCV-2291.

Connector freezes when clicking Swap or Merge while consult call is in Dialing state​

Available for: Finesse WxCC 

Symptom: Connector freezes when clicking Swap or Merge while consult call is in Dialing state. Calls can no longer be ended in Service Cloud Voice.

Conditions: The consultation call is not yet connected, it's still in state Dialing.

Workaround: None.

Further Problem Description: This problem occurs because the Swap and Merge button cannot be disabled when the call is still in state Dialing.

Closes SCV-2327.

Duplicate voice call record after the call has been transferred to Agent B (CCX)​

Available for: Finesse 

Symptom: Error message in Omni widget appears for agent B after agent A leaves the call. There are two voice call records for agent B.

Conditions: CCX deployment.

Workaround: None.

Further Problem Description: The consultation and the transferred call are falsely treated as separate calls, which leads to two voice call records.

Closes SCV-2203.

Integration API initialized too early​

Available for: Finesse WxCC 

Symptom: initIntegration is called before the connector is ready.

Conditions: Integration is loaded before the connector due to timing.

Workaround: Poll the API until the data is available.

Further Problem Description: The init event is triggered too early, and the Integration API is not yet ready to serve requests.

Closes SCV-2297.

Login screen shown after page refresh​

Available for: Finesse WxCC 

Symptom: The login screen is shown after refreshing the page even though the agent is logged in.

Conditions: It only happens sometimes, more often in Firefox.

Workaround: Login again or refresh multiple times.

Further Problem Description: Timing issue.

Closes SCV-2295.

No duplicate form field id in TeamSelection combobox​

Available for: WxCC 

There is a browser console error because of duplicate ids. The TeamSelection component now has a unique form field id.

Closes SCV-2255.

Sync state does not change the state​

Available for: Finesse 

Symptom: When the Omni Presence status and the CTI agent state are out of sync, Sync state is not working.

Conditions: Sync state is clicked on the sync screen.

Workaround: Change the Omni Presence status manually.

Further Problem Description: None.

Closes SCV-2292.

The sync screen is shown after refresh​

Available for: Finesse 

Symptom: The sync screen appears after page is reloaded.

Conditions: When a timing issue occurs between the agent state and omni state.

Workaround: Click Sync state.

Further Problem Description: This problem occurs because when the page is reloaded, the agent goes to the not ready state.

Closes SCV-2313.

Wrap-Up ends automatically after the call ends​

Available for: Finesse WxCC 

Symptom: Wrap-Up ends automatically after the call ends. The status changes to the previous Busy state.

Conditions: The status was Busy before the call.

Workaround: None.

Further Problem Description: This problem occurs because the automatic Busy state change after the call causes Wrap-Up to end.

Closes SCV-2296.

2.3.0 (N/A)​

Not available.

2.2.2 (2023-11-27)​

Welcome to the 2.2.2 release. This is a patch release and contains no new features.

Bug Fixes​

Closing the voice call tab does not end Wrap-Up in CCX​

Available for: Finesse 

Symptom: The agent stays in the state Wrap-Up when the voice call tab is closed.

Conditions: Wrap-Up is ended via tab.

Workaround: Do a state change.

Further Problem Description: None.

Closes SCV-2291.

Sync state does not change the state​

Available for: Finesse 

Symptom: When the Omni Presence status and the CTI agent state are out of sync, Sync state is not working.

Conditions: Sync state is clicked on the sync screen.

Workaround: Change the Omni Presence status manually.

Further Problem Description: None.

Closes SCV-2292.

Duplicate voice call record after the call has been transferred to Agent B (CCX)​

Available for: Finesse 

Symptom: Error message in Omni widget appears for agent B after agent A leaves the call. There are two voice call records for agent B.

Conditions: CCX deployment.

Workaround: None.

Further Problem Description: The consultation and the transferred call are falsely treated as separate calls, which leads to two voice call records.

Closes SCV-2203.

2.2.1 (2023-11-01)​

Welcome to the 2.2.1 release. This is a patch release and contains no new features.

Bug Fixes​

Call timer doesn't start from 0 seconds​

Available for: Finesse WxCC 

Symptom: As soon as the call is accepted, the voice call is created and immediately shows a value in the Call Ended time, being 2 minutes earlier than the Call Started time.

Conditions: If the User's local time (computer time) differs from the server side time, the call timer shows this time difference.

Workaround: None.

Further Problem Description: None.

Closes SCV-2051.

Duplicate Voice Call Records for CCX routed calls​

Available for: Finesse 

Symptom: There are duplicate voice call records, when receiving calls which where created via IP IVR.

Conditions: The voice call record was created via IP IVR.

Workaround: Do not create call records via IP IVR.

Further Problem Description: The voice record is not correctly referenced. Because of that a second new voice call record will be created upon receiving a call. There is a configuration Call Variable for the Vendor Call Key. The IP IVR must store the vendor call key in this call variable to correctly reference the call in Salesforce.

Closes SCV-2261.

Voice Call Id has invalid content​

Available for: Finesse 

Symptom: Configured variable for record id: a "p_" prefix is added to the variable content in some situations and transfer may fail because call the variable for voice call id does not contain the record id.

Conditions: The call variable has invalid content.

Workaround: Configure the call variable to contain the correct voice call record id or set to empty

Further Problem Description: This problem occurs because the call variable value has invalid content.

Closes SCV-2089.

2.2.0 (2023-09-20)​

Welcome to the 2.2.0 release. This version was built on September 20th, 2023 and contains the following new features:

Features and Improvements​

Accept custom credentials for Calabrio On-Prem component in settings and change default credentials record's name to be more identifiable as default​

Available for: Finesse 

Closes SCV-2160.

Add Calabrio Cloud and On-Prem addons into the main package​

Available for: Finesse 

Calabrio Call Recording addons are now available as part of the b+s Connects for Service Cloud Voice package. The addons can be easily added and configured to the Salesforce App's Utility Bar in use as separate Items.

Closes SCV-1749 and SCV-1933.

Logviewer​

Available for: Finesse WxCC 

It's now possible to view logfiles with the logviewer. It is linked in the navigation of the documentation.

Closes SCV-1928.

Update WCCAI Proto files for the transcripts​

Available for: Finesse 

The Proto files are re-generated and are used to connect SCV with the newly configurable tenant.

Closes SCV-1074 and SCV-2039.

Documentation​

Add compatibility information for Calabrio recording URL to documentation​

Available for: Finesse 

Added supported Calabrio on-prem version for the Store Recording URL add-on to the web-doc.

Closes SCV-2158.

Add description how to whitelist SF domain​

Available for: Finesse 

Describe how to retrieve the correct domain and where to configure it on cisco reverse proxy for Finesse VPN-less functionality.

Closes SCV-1949.

Add documentation on how to disable the Respect Agent Capacity feature in Salesforce​

Available for: Finesse WxCC 

Starting with Salesforce Winter 24 release, Respect Agent Capacity for voice calls is turned on by default for new Salesforce orgs. This feature is not supported by the b+s Connector

Closes SCV-2116.

Disable Enhanced Omni-Channel Routing​

Available for: Finesse WxCC 

The gadget won't work properly if the Enhanced Omni-Channel Routing feature is enabled.

Closes SCV-1544.

State change on Integration API triggers sync screen​

Available for: Finesse WxCC 

If an agent uses the Integration API to change to Not Ready, the sync screen is displayed. This limitation is documented now. The behaviour has been present since presence state mapping was introduced.

Closes SCV-1740.

Bug Fixes​

Agent B has Wrap-Up after consult call​

Available for: WxCC 

Symptom: The Wrap-Up component is not removed on agent B's side after a consult call is ended. If the agent selects a Wrap-Up reason, an error appears: An error occured! TypeError: Cannot read properties of undefined (reading 'id').

Conditions: Agent B or Agent A ends a consult call.

Workaround: Close the voice call record tab.

Further Problem Description: This problem occurs because the Wrap-Up component should be removed on agent B's side when the consult call is ended.

Closes SCV-2185.

Agent cannot leave the Wrap-Up state when the customer ends the call before the agent or when the agent ends the call on the physical phone device​

Available for: WxCC 

Symptom: The agent ends the call on their physical device or the customer ends the call before the agent.

Conditions: The customer ends the call and the workitem is removed. Or the agent ends the call on the physical phone device.

Workaround: Decrease Wrap-Up time for WxCC, as soon as the timer is exceeded, the agent receives new calls.

Further Problem Description: This problem occurs because the workitem is removed when the customer ends the call. When an agent ends the call on their physical device or the customer ends the call, the End and Wrap-Up events from WxCC are handled wrong.

Closes SCV-2063.

Agent is unable to login due to unexpected token.​

Available for: WxCC 

Symptom: When an agent clicks "Authenticate" nothing happens. The Webex authorization app's window never opens.

Conditions: The authentication URL is missing.

Workaround: Check if the authentication URL is empty. When this occurs, automatically reload the page and clear the browser cache before calling the 'getAuthUrl' function to return the authentication URL.

Further Problem Description: This problem occurs because the authentication URL is empty.

Closes SCV-2081.

Agent stuck when conference is ended by customer in WxCC​

Available for: WxCC 

Symptom: The call isn't removed after the customer ended a conference call.

Condition: The customer ended a conference call.

Workaround: Refresh the page multiple times until the call is gone.

Further Problem Description: Internally, the conference call is removed too early and therefore, nothing is sent towards Salesforce to close and remove the Voice Call object.

Closes SCV-2113.

Consultation call stuck in state Ringing​

Available for: WxCC 

Symptom: A consultation call is displayed as Ringing even after being accepted.

Condition: The agent has a customer call and initiates a consultation call.

Workaround: Do a hard refresh of the browser window.

Further Problem Description: A consultation call is displayed as Ringing even after being accepted. Therefore, the Merge and Swap buttons are not usable.

Closes SCV-2044.

Couldn't change omni status​

Available for: Finesse 

Symptom: The error message Couldn't change omni status is visible after login or receiving direct calls in state Busy. Also, logging into WxCC fails from time to time.

Conditions: The cache was cleared before logging in or a direct call was received in status Busy.

Workaround: None.

Further Problem Description: None.

Closes SCV-2106 and SCV-2083.

Generate valid -scrt endpoint URL for enhanced and partitioned domains​

Available for: Finesse WxCC 

Symptom: VoiceCallId not returned by Salesforce on call created, error 503 returned.

Conditions: Org is a sandbox or scratch org.

Workaround: None.

Further Problem Description: Issue is related to the enhanced + partitioned domains

Closes SCV-2068.

Minimized Omni widget pops up again and again​

Available for: Finesse WxCC 

Symptom: The agent minimizes the omni channel widget but after a few seconds the omni channel widget auto maximizes.

Conditions: The connection to Cisco Contact Center could not be established.

Workaround: Minimize the Omni Channel widget or leave it maximized.

Further Problem Description: None.

Closes SCV-2172.

Prevent Omni state from toggling​

Available for: Finesse WxCC 

Symptom: The Omni state drop-down is toggling between Available and Busy.

Conditions: A state change is received from the Integration API or from the CTI system.

Workaround: None.

Further Problem Description: The toggling only happens visually. The state within the CTI system is not changed.

Closes SCV-1957.

VendorCallKey not unique​

Available for: Finesse 

Symptom: Voice call objects are overwritten after a certain amount of time.

Condition: Finesse's dialog id matches a previous call.

Workaround: None.

Further Problem Description: If no GUID is provided by Finesse, the dialog id is used to populate the vendorCallKey. The dialog id is not unique which leads to voice call objects being overwritten.

Closes SCV-2034.

Wrap-Up error in CCE/CCX​

Available for: Finesse 

Symptom: Wrap-Up component shows error: "An error occurred! - Workitem does not exist."

Conditions: During a consult call, the customer ends the call, the error message appears when the agent selects the Wrap-Up reason.

Workaround: The Wrap-Up disappears after few seconds.

Further Problem Description: None.

Closes SCV-2144.

2.1.0 (2023-06-30)​

Welcome to the 2.1.0 release. This version was built on June 30th, 2023 and contains the following new features:

Features and Improvements​

Add Integration API test page​

Available for: Finesse WxCC 

The package now contains a test page where requests and events of the Integration API can be tried out.

Add permission set for SCV agents​

Available for: Finesse WxCC 

Add permission set for SCV agents so that they can use the connector.

Closes SCV-1705.

Added versions to the web documentation.​

Available for: Finesse WxCC 

Added versioning to the web documentation to allow customers to change between different versions. It also allows them to setup only the required information for their own version of the connector.

Closes SCV-1776.

Call data event and request of integration API​

Available for: Finesse 

It is now possible to listen for call data changes and request call data changes with the Integration API.

Note: Sending the request is not supported with WxCC integrations.

Closes SCV-1425.

Enable login as a mobile agent​

Available for: Finesse 

Extend the existing Login-Frame for CCE with the needed components for a mobile agent login. Also add a new config key to specify which mobile mode is required.

Closes SCV-1416.

Integration API reason code request​

Available for: Finesse 

It is now possible to request reason codes by type using the Integration API. The supported types are NotReady, Wrap-Up and Logout.

Note: For WxCC integrations, only the type Wrap-Up is supported.

Closes SCV-1114.

Integration API: Wrap-Up events​

Available for: Finesse WxCC 

It is now possible to listen for Wrap-Up events and Wrap-Up data changes with the Integration API.

Closes SCV-1415.

Reason code request for WxCC​

Available for: WxCC 

It is now possible to request reason codes of type NotReady and Logout via the integration API with an WxCC integration.

Closes SCV-1744.

Select Wrap-Up reason after hanging up the call​

Available for: Finesse WxCC 

A new Lightning Web Component (LWC) has been added to allow Wrap-Up reasons to be selected. These can be selected during a call or in Wrap-Up. The LWC can be added to page layouts or in the utility bar.

Closes SCV-1784.

Set Wrap-Up reason with Integration API​

Available for: Finesse WxCC 

It is now possible to set the Wrap-Up reason with the Integration API.

Closes SCV-1892.

Support After Conversation Work Time​

Available for: Finesse WxCC 

It is now possible to use the After Conversation Work Time to set Wrap-Up times for agents and allow them to extend the time by defined increments.

Closes SCV-553.

Documentation​

Add lifecycle information​

Available for: Finesse WxCC 

It is now possible to view the lifecycle information within the documentation.

Closes SCV-1812.

Change authorization type for Salesforce Access Token Retrieval​

Available for: Finesse 

The authorization type for Salesforce Access Token Retrieval has been changed from username/password to client_credential.

Closes SCV-1764.

Update clickjack protection​

Available for: Finesse WxCC 

The chapter clickjack protection had the wrong namespace and was not detailed.

Bug Fixes​

Accept button is disabled​

Available for: Finesse 

Symptom: Accept button disabled on incoming call.

Conditions: There was a outbound call before.

Workaround: Refresh the page and click the new tab in the Omni widget.

Further Problem Description: None.

Closes SCV-1758.

Agent-to-Agent transfer not working for WxCC​

Available for: WxCC 

Symptom: The consultation call is not properly updated for Agent B after a transfer with the WxCC integration.

Conditions: Agent B received a transferred call.

Workaround: Refresh the page.

Further Problem Description: The voice stream is transferred but the UI is not updated properly.

Closes SCV-1759.

Display error message for missing hold / retrieve capability​

Available for: WxCC 

Symptom: Agent B cannot hold / retrieve in consultation and conference calls.

Conditions: Agent A consults Agent B or creates a conference with Agent B and the customer.

Workaround: None.

Further Problem Description: Agent B can click the hold / retrieve button but nothing happens due to WxCC rejecting the request.

Closes SCV-1757.

Display transcripts on voice call object​

Available for: Finesse 

Symptom: Transcripts are not displayed on the voice call object.

Conditions: The voice call object was created by the CVP.

Workaround: Do not create the voice call object via CVP.

Further Problem Description: None.

Closes SCV-1741.

Raise flag fails for CVP created voice calls​

Available for: Finesse 

Symptom: Raise flag fails with an error message: Failed to raise flag. Please try again later!.

Conditions: UCCE routed call, Voice call record is created in CVP script.

Workaround: None.

Further Problem Description: It doesn't happen for direct calls, calls without pre-created voice call record or WxCC routed calls.

Closes SCV-1765.

Remove ended conference call for Agent B​

Available for: Finesse WxCC 

Symptom: Conference call is stuck for Agent B after the customer ended the call.

Conditions: Customer ends a conference call.

Workaround: Refresh page.

Further Problem Description: None.

Salesforce ACW is skipped when the call is ended in WxCC​

Available for: WxCC 

The Salesforce After Conversation Work (ACW) is ended as soon as the WxCC call is ended.

Closes SCV-1833.

2.0.0 (2023-04-24)​

Welcome to the 2.0.0 release. This version was built on April 24th, 2023 and contains the following new features:

⚠ BREAKING CHANGES​

There is a new Contact Center configuration. Download Link

Features and Improvements​

⚠ Support for Cisco Webex Contact Center (WxCC)​

Configuration WxCC

  • Presence handling
    • Login
    • Read, Not Ready, Not Ready Reason
  • Call handling
    • Incoming Calls
    • Outgoing Calls
    • Consultation Call
    • Warm Transfer
    • Conference
  • WxCC flow
    • Create Voice Call record
    • Execute Omni Flow
caution

This is a breaking change.

Closes SCV-1493.

Download log files​

Available for: Finesse WxCC 

It is now possible to download log files and attach them to bug reports.

Closes SCV-549.

Support auto-accept for calls​

Available for: Finesse WxCC 

We support the auto-accept functionality of the Omni channel settings and also on the devices themself. The calls are displayed as accepted.

Closes SCV-1545, SCV-1318 and SCV-1599.

Documentation​

Enhance installation guide​

Available for: Finesse WxCC 

The Clickjack Protection configuration is now included in the documentation. Additionally, the reasoning behind the needed PV/ECC is documented.

Closes SCV-1264.

Integration API for WxCC​

Available for: WxCC 

The Integration API can be used with WxCC deployments. Note the small adaptations in the example code.

Closes SCV-1509.

Bug Fixes​

Omni Presence changes when agent answers an incoming call​

Available for: Finesse 

Symptom: When the agent receives an incoming call, the presence status changes to the configured "Ready State Id".

Conditions: On incoming calls.

Workaround: None.

Further Problem Description: The presence state was always changed to "Ready" to make sure the call can be displayed.

Closes SCV-1616.

Sync screen is displayed after Wrap-Up​

Available for: Finesse WxCC 

Symptom: After Wrap-Up, the sync screen in the Omni widget is shown, informing the user about the change in the agent's state.

Conditions: Wrap-Up ended.

Workaround: Click on the Sync state button to remove the message.

Further Problem Description: This problem occurs because an automatic state change happens after Wrap-Up is ended.

Closes SCV-1659, SCV-1660, SCV-1661 and SCV-1664.

Voice object is missing if the call was created while the connector is not loaded.​

Available for: Finesse WxCC 

Symptom: Calls are shown in the correct state, but the voice object is not popped up.

Conditions: The call is created or accepted while the connector is not yet loaded.

Workaround: None.

Further Problem Description: This problem occurs because the voice object is missing when the call is created while the connector is not loaded.

Closes SCV-1677.

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