Skip to main content
Version: 2.8

Features and Limitations

Supported Features​

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

General​

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
    • With entry point
  • Transfer calls after consultation
    • With dialnumber
    • With agent
    • With queue
    • With address book number
    • With entry point
  • 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
    • With entry point
  • Dial out, manually, to any number
  • Click-to-dial
  • Send DTMF (Dual Tone Multifrequency)
  • After Conversation Work Time
  • Pause and resume call recording
info

For consultations, transfers and conferences with entry point to work, a feature flag has to be enabled on your Webex tenant. If you notice consultation calls to entry points not being established, please contact Cisco support to ensure the corresponding feature flag is enabled.

caution

Entry points without assigned dialnumbers are not yet supported in b+s Connects for Service Cloud Voice. All used entry points need to have a dialnumber assigned to them.

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​

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.

WxCC Channels​

Currently we don't support WxCC media channels.

WebRTC​

  • Microphone and speakers can only be selected via browser settings and operating system.
  • Refreshing the page disconnects the call.
  • Opening a new browser tab disconnects the call.
  • Microsoft Edge is not supported.
  • Callback calls (courtesy callback) are not supported. Calls connect successfully when the customer answers. There is no hangup button available to end unanswered callback calls.
  • Mute / Unmute microphone is not possible
  • Send DTMF tones is not possible

WxCC​

  • (Only applies to non-WebRTC) 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
  • Cannot blind transfer to entry point
  • When an agent warm transfers a call, the call cannot be blind transferred back.
  • The end call and end consult buttons cannot be disabled
  • Reject (decline) incoming calls is not possible

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
Last updated on