Important Notes

Cisco CCE configuration

• Do not configure Logout reasons in Finesse

Wrap-Up

Wrap-Up time

Wrap-Up time can be configured in Omni-Channel or in Cisco CCE/CCX.

Salesforce recommendation

The telephony system should be in an infinite Wrap-Up for all calls (including for Timed After Conversation Work).

If you use the Service Cloud Voice After Conversation Work component, the Wrap-Up time is configured in Omni-Channel and the Wrap-Up time in CCE/CCX must be set to infinite.

CCE Work Mode: Required with Wrap-Up data

Wrap-Up can be ended at any time in Service Cloud Voice. Even if Work mode is configured as "Required with Wrap-Up data", it is not possible to force the agent to select a reason.

When Wrap-Up ends and no Wrap-Up reason is selected, the configured Wrap-Up reason with the lowest ID is sent back to CCE.

Salesforce Sales Engagement (aka HVS)

• CCE only, CCX not supported
• Wrap-Up required for outgoing calls must be enabled in CCE Agent Desk Settings

Respect Agent Capacity for Voice Calls

If the Respect Agent Capacity for Voice Calls feature is enabled, Service Cloud Voice declines incoming calls if the agent's capacity is greater than 0% (for example if the agent is already working in an assigned Case).

Cisco Contact Center (CCE, CCX, WxCC) does not allow agents to decline phone calls.

Because of this, the Respect Agent Capacity for Voice Calls feature is not supported and must be disabled.

See Disable Respect Agent Capacity for Voice Calls

Enhanced Omni-Channel Routing

If the Enhanced Omni-Channel Routing feature is enabled, the following issues might arise:

• After refreshing or opening a new tab including the Omni Widget, Omni will switch to Offline state. The agent has to login again.

• The Sidebar layout is not supported. The Omni Widget will not load properly.

• Custom error messages are not displayed correctly within the Omni Widget. The label name will be displayed instead of the actual error text.

• For UCCX environments, state changes during calls are not supported. The Omni status bar is not disabled during calls which leads to an error message when changing the Omni state.

Use of External Routing for Omni-Channel

To handle externally routed Omni tasks with b+s Connects for Service Cloud Voice, the configuration steps here need to be followed within Salesforce as well as these steps need to be done in Cisco.

Transfer of Routed Chats

The agent can re-route a chat as follows: in the chat the agent clicks on the Transfer button. The agent selects a Button/Invite that is linked to an External Routing queue. The chat is now re-routed by the same mechanism as it was routed the first time.

Transfer of Routed Cases

The agent can re-route a case as follows: Change the owner of the case to the External Routing Queue. The case is now re-routed by the same mechanism as it was routed the first time.

Presence Configuration

If you configure a RONA status within the Presence Configuration, make sure to not use the default presence configuration. b+s Connects for Service Cloud Voice is not able to retrieve the RONA status configured within the default configuration as of now. This will be improved in a future release.