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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 Webex Contact Center (WxCC)
    • Webex Calling
    • VPOP

WxCC Channels​

  • Telephony

Agent state control​

  • Agent login using agent ID or username and password
  • State Change
    • Ready
    • Not Ready
    • Logout
  • Not ready reasons
  • Wrap-Up (See also Important Notes)

Call control​

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

Data handling​

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

Configuration​

  • Omni-Channel Presence states to Cisco Agent State mapping

Supervisor capabilities​

Unsupported Features & Limitations​

General​

WebRTC​

Currently, we don't support the WebRTC mode for WxCC.

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.

WxCC Channels​

Currently we don't support WxCC media channels.

WxCC​

  • Incoming calls must be answered on an agent device. Answering calls in the Omni-Widget is not possible
  • Send DTMF tones (Dual Tone Multifrequency) on an agent device only. Sending DTMF tones in the Omni-Widget is not possible
  • Wrap-Up cannot be disabled
  • Consultations and conferences cannot be held and retrieved if they were not initiated by the agent concerned
  • Calls can only be transferred directly if the other agent is Available. Otherwise, the transfer will be forwarded to the agent's device only and not displayed in the Omni-Widget.
  • Outdial cannot be disabled
  • Outdial ANI cannot be chosen
  • The dial number cannot be validated
  • Dial number and team cannot be changed while logged in to Omni-Widget
  • Call recordings cannot be paused or resumed during consultation or conference calls
  • When an agent consults a dial number, the call is displayed as already connected instead of ringing
  • When an agent consults a queue, the call is only displayed after another agent is available and received the consultation call
  • Consultations and blind transfers to entry points are not possible. Therefore, warm transfers and conferences to entry points can't be done either
  • When an agent warm transfers a call, the call cannot be blind transferred back.
  • The end call and end consult buttons cannot be disabled

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 WxCC service, 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.
  • 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.

Real-time voice transcription​

  • Cisco WCCAI real-time call transcription is not available

Salesforce Service Cloud Voice Features​

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