Features and Limitations

The following chapters call out notable features and feature limitations in the current release of b+s Connects for ServiceNow.

Notable features

The following content (features) have been implemented:

Agent state control

• Agent auto login
• Login as Mobile Agent (requires CCE)
• Single Sign-On
  • Hybrid (requires Finesse 12.5 or higher)
  • SSO Only
• Hot desk support with login mask
• Agent Device Selection / Shared ACD Line (requires Finesse 12.6 or higher)
• State Change
  • Ready
  • Not Ready
  • Logout
• Reason codes
• Desktop Notifications for system state changes e.g. RONA (requires Finesse 11.6 or higher)
• Agent state timers

Call control

• Accept and hang up
• Hold and retrieve
• Send DTMF tones on active calls
• Transfer and conference
• Multiple concurrent calls
• Dial out, manually, to any number
• Click-to-dial
  • Auto associate task objects (incident, case, etc.) to interactions when click-to-dial is initiated on a task object
• Wrap-Up
• Desktop Notifications on incoming calls
• Call timers
  • Call duration timer
  • Hold timer
  • Wrap-Up timer (counting in reverse requires Finesse 12 or higher)
• Dialled numbers can now include commas to support Forced Authorization Code (FAC)
• Campaign Calls

Data handling

• Data preview on calls
  • Call variables
  • Participant lookup on ServiceNow
• Directory lookup
• Automatic Screen Pop
• Call logging
• Automated record creation
• Work log object association
• Call Notes
• Record share
• Subflow triggering
• Real Time Views
  • Team View
  • Queue View (requires CCE)
  • Queue Threshold Bar (requires CCE)
  • Supervisor View
• Directory lookup in Finesse Phone Books (requires Finesse 12.5 or higher)

Supervisor capabilities

• Agent State Change
• Silent monitoring
• Barge-In
• Team Message (requires Finesse 12.0 or higher)

Configuration

• Multi-location (multi PG)
• Configurable data preview
• Configurable directory lookup
• Configurable call variables
• Phone number manipulation for data preview, search, and click-to-dial
• Configurable record creation links (including external links)
• Enable / disable call log
• Enable / disable agent state timers
• Configurable call data in call log or interaction
• Automatic Cisco Finesse Failover
• Configurable colors
• Dark / Light mode
• Configurable Cisco task routing settings
• Directory Numbers
• VPN-Less Finesse

Cisco Task Routing

• State control
  • Ready
  • Not Ready
  • Logout
• Reason codes
• Task routing over Cisco CCE
  • Incidents or cases
  • With Cisco Social Miner
• Task control
  • Accept and release
  • Hold and retrieve
• Desktop Notifications on incoming tasks

Federation (AWA)

• State control
  • Available
  • Busy
  • Offline
• Work item control
  • Accepting
  • Rejecting with reasons
  • Data preview for pending items
• Hide channel on gadget
• Channel blending
• Automatically reject offered chats when a call starts

Call recording support (3rd party products)

• Supported products:
  • Calabrio call recording (on premise deployments)
  • Verint call recording
• Call recording controls
  • Pause recording
  • Resume recording
  • Save segment (Calabrio only)
  • Delete segment (Calabrio only)
• Save URL to call recording into ServiceNow interaction record
• Save ID of ServiceNow interaction record into call recording metadata

Unsupported features and limitations

Call control

• Requesting Wrap-Up is not possible in a CCX environment
• Setting the Wrap-Up reason during a call is not possible in a CCX environment if the requirement is set on the Contact Service Queue (CSQ)
• Dialing in the Ready state is not possible for CCE environments lower than 12.5
• During agent to agent calls one of the agents may receive an error message due to them not being able to update an interaction record closed by the other agent.
• When running the Cisco Agent Desktop in parallel to this gadget, executing direct transfers from the Cisco Finesse Agent Desktop for CCX environments are not allowed.
• When a call ends while the browser is closed or the gadget loses connectivity to the Finesse Server, ServiceNow Interactions are not updated and remain in the previously saved state.

Workspace limitations

• "Associate to workitem" buttons are not available
• Agent password can't be changed
• Directory Number entries don't get a click-to-dial button

Cisco Task Routing

• Wrap-Up
• Transfer
• Redundancy of Cisco SocialMiner (Cisco limitation)
• Media Routing for CCX

Federation (AWA)

• The AWA channel is only available in Agent Workspace.
• Chats ended by the customer before an agent begins accepting/rejecting will not disappear from the gadget due to a missing event from ServiceNow.
• Due to race conditions, it cannot be guaranteed that agents will never receive chats and calls at the same time.

Supervisor capabilities

• Sending and receiving team messages is not possible for Cisco Finesse versions lower than 12.0.

Verint Call recording

• Starting call recording on agent request is not supported, but may be supported in the future if required by the customer.

Next Experience

• b+s Connects for ServiceNow does not support AWA on the Next Experience UI due to ServiceNow limitations.
• To edit the password field for the Call Recording configuration in Service Layout at least the following ServiceNow patch levels are required:
  • ServiceNow San Diego release: sandiego-12-22-2021__patch8
  • ServiceNow Tokyo release: tokyo-07-08-2022__patch2
• To use the "click-to-dial" buttons at least the following ServiceNow patch levels are required:
  • ServiceNow San Diego release: sandiego-12-22-2021__patch7
  • ServiceNow Tokyo release: tokyo-07-08-2022__patch2

Desktop Notifications in Firefox browser

• Firefox no longer allows the gadget to display desktop notifications (restriction for cross-origin iFrames introduced in version 107).