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Version: 5.x

Changelog Finesse Edition

5.11.0 (2025-08-06)​

Bug Fixes​

Error message in ServiceNow when trying to create a new record​

Symptom: When creating a new record on CREATE tab in the gadget, the agent receives an error in the CRM.

Conditions: Store version installed 5.7.1 or below

Workaround: None.

Further Problem Description: Function called from gadget that does not yet exist in 5.7.1 or below.

Closes 19353.

5.10.2 (2025-06-25)​

Bug Fixes​

Allow login for agentId's containing @ character​

Symptom: Connection to XMPP fails.

Conditions: AgentId's containing @ character.

Workaround: Use agentId's without @ character.

Further Problem Description: Customer used UCCX with SSO and email address as agentId's.

Closes 19126.

5.10.1 (2025-06-18)​

Bug Fixes​

Fix dropdown item not correctly displayed on station credential login screen​

Symptom: On the login screen (Station Credentials), when either the "Team" or "Telephony Option" dropdown is open, the selected item is not displayed correctly. To be more specific, the selected item has the wrong background color (unless it is being hovered).

Conditions: The station credentials screen must be open. The Connector must be reloaded while station credentials are displayed. Either the "Telephony Option" or the "Team" dropdown must be open. Once focus was set on one of the dropdowns, focus must not be removed.

Workaround: Remove focus from the dropdown to a non-dropdown component.

Further Problem Description: This bug may have a negative impact on accessibility, especially on OEM. There the actually applied background color of the selected item is the same as the one for the other dropdown items (dark mode) or only slightly different (light mode).

cisco-webex-contact-center-for-microsoft-dynamics: Dynamics WxCC OEM Connector cisco-webex-contact-center-for-salesforce: OpenCTI OEM Connector cisco-webex-contact-center-for-service-now: ServiceNow WxCC OEM Connector b-s-connects-for-microsoft-dynamics: Dynamics Finesse Connector, Dynamics WxCC Premium Connector b-s-connects-for-sap-c-4-c: SAP C4C Finesse b-s-connects-for-salesforce: OpenCTI Connector b-s-connects-for-service-now: ServiceNow Finesse Connector, ServiceNow WxCC Premium Connector

5.10.0 (2025-06-17)​

Features and Improvements​

Display a notification when a campaign call is received​

A notification is shown when a campaign call is received. For Preview or Direct Preview, an agent can answer the call directly from the notification.

Closes 18680.

Bug Fixes​

Tab Keyboard navigation in gadget top nav bar​

Symptom: In the top nav bar of the gadget, the focus order while typing tab to navigate is in the wrong order

Conditions: Click in the navbar then type tab

Workaround: None.

Further Problem Description: None.

Closes 18708.

Encode the + sign for ANI only if the agent is in the classic UI and not workspace UI when creating a new record.​

Symptom: The + sign for ANI when create new record is not decoded when the agent is working on Workspace UI.

Conditions: The agent is creating a new record when he is working on Workspace UI.

Workaround: Switch the view to classic UI or manually decode.

Further Problem Description: None.

Closes 18690.

No search for devices when mobile agent is enabled​

Symptom: Error "Oops, we could not get a list of devices for the entered extension. Please check if your device is signed in and the extension is valid."

Conditions: Agent with Agent Device Selection / Shared ACD Line feature enabled.

Workaround: Disable Agent Device Selection / Shared ACD Line feature.

Further Problem Description: Gadget is fetching list of devices for the entered extension, but the Local CTI RP for Mobile Agent extension does not have such a list.

Closes 18880.

5.9.0 (2025-02-23)​

Features and Improvements​

Close open drawers when Alert is displayed​

In case an alert is displayed close all open drawers to not show them layered over each other.

Closes 14243.

Bug Fixes​

Close the error alert after sign with success​

Symptom: The error alert appears in the gadget even if the agent sign in with success.

Conditions: When a gadget receive an error on sign in, and then the agent open a new tab with an other gadget, it get the same error even if sign in is success.

Workaround: Close all gadgets and retry.

Further Problem Description: None.

Closes 14204.

Allow consulting after consult call and customer hangup​

Symptom: The agent loses the possibility to transfer calls after a consult call + call swap + call dropped by the original caller. When doing the same sequence from the Finesse desktop, this scenario allows the agent to consult calls.

Conditions: We receive a call from a customer, then we consult an other agent. when the customer call ends, on the agent call, we cannot see the consult/transfer call button anymore

Workaround: End the call with the agent and initiate a new one

Further Problem Description: The consult/transfer button also appears in the customer call when it shouldn't because we already have a consult call. This is also fixed.

Closes 18513.

Buttons stuck on circular progress icon when clicked while having an alert displayed​

Symptom: Buttons keep loading when clicking on it, leaving the agent unable to use it anymore.

Conditions: Clicking a button while having an alert displayed

Workaround: Reloading the gadget or navigating to a different view and back to the Home page again solves the issue. If the alert is dismissed before clicking the button a second time, the issue is not triggered

Further Problem Description: This issue seems to affect every button, for example the Make Call button on the Home page or the End Call button on a workitem.

Closes 14202.

5.8.0 (2024-12-20)​

Features and Improvements​

Allow accessing call classification when using advanced participant lookup​

When using advanced participant lookup configuration you can now access the call classification of b+s Connects. This makes it easier to distinguish between different call types like customer calls, consultation calls and conference calls.

Closes SNOW-4884.

Bug Fixes​

Handle unknown Finesse event message types to prevent the error alert display​

Symptom: "Xmpp parsing: Unknown XMPP Notification received" error is displayed on the gadget.

Conditions: The gadget receives an unhandled message type from websocket connection from Finesse.

Workaround: None.

Further Problem Description: None.

Closes MSD-5084.

Documentation​

Add info about Enhanced Tracking Protection in Mozilla Firefox​

Due to Enhanced Tracking Protection in Mozilla Firefox version 132 and later, the Calabrio call recording feature may be blocked by the browser. The according documentation has been added that explains how to disable Enhanced Tracking Protection to make the call recording feature work.

Closes SNOW-5032.

Mark WxCC support as deprecated​

Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated. For new deployments the 'Cisco Webex Contact Center' integration from Cisco should be used instead. This information was added to the documentation.

Closes SNOW-4025.

Store release Cheetah (2024-12-16)​

5.7.0 (2024-10-08)​

Features and Improvements​

Integration API beforeDial event​

Available for: Finesse 

A new event has been added to the Integration API which allows integrators to execute custom code before an agent starts a new outgoing call.

Closes SNOW-4913.

Option to disable interaction creation depending on call direction​

Available for: Finesse 

This feature allows to disable the creation of interactions either for outgoing calls only or for all calls.

Closes SNOW-4698.

Option to keep interaction not completed​

Available for: Finesse 

This feature adds the ability to avoid closing interactions automatically after the call. The agent can then still edit the interaction after finishing the call and then close it manually.

Closes SNOW-4655.

Introduce call history phone number translation rules​

Available for: Finesse WxCC 

A new setting was added to the Service Layout that allows ServiceNow administrators to configure phone number translation rules that are only applied when an agent initiates a call on the call history view.

Closes SNOW-4837.

Make directory lookup timing configurable and visualize pending lookup activity​

Available for: Finesse WxCC 

A new feature to configure directory lookup timing is available to improve lookup performance and server load. You can now configure the minimal amount of entered characters to trigger a directory lookup and also the time waiting for additional characters before the directory lookup is finally started. This helps to reduce the amount of queries sent to CRM, and is especially useful, when the searched tables are huge and therefore the queries are performance consuming and slow. Additional, it is now visible in the UI, when a lookup is currently in progress and is waiting for answer.

Closes SNOW-4839 and SNOW-4910.

Bug Fixes​

Adding notes when gadget is popped out will cause it to pop back in​

Available for: Finesse WxCC 

Symptom: Adding a note on the LOG tab will cause the gadget to leave the pop-out mode.

Conditions: The agent popped-out the b+s Connects for ServiceNow gadget and is interacting with it in a separate browser window. Google Chrome or Microsoft Edge is used.

Workaround: Use a different browser, i.e. Mozilla Firefox.

Further Problem Description: None.

Closes SNOW-4560.

Fix accept incoming AWA item​

Available for: Finesse WxCC 

Symptom: When accepting an incoming AWA item it remains displayed on the gadget.

Conditions: The Accept button on the gadget is clicked once the AWA item is displayed.

Workaround: Accept the incoming AWA item directly in the ServiceNow inbox.

Further Problem Description: The previously used API to accept AWA items has been removed in ServiceNow Washington DC release.

Closes SNOW-4870.

Documentation​

Update compatibility matrix​

Available for: Finesse WxCC 

Remove Utah and add Xanadu release to the compatibility matrix.

Closes SNOW-4891.

Update documentation for ServiceNow whitelist​

Available for: Finesse WxCC 

The documentation now contains a new section "Update whitelist in ServiceNow" that explains how to suppress the Incoming message ignored due to origin mismatch warnings in the browser console.

Closes SNOW-4776.

5.6.0 (2024-09-06)​

Features and Improvements​

Disable automatic creation of interactions​

Available for: Finesse 

It is now possible to disable the automatic creation of interactions in the Service Layout.

Closes SNOW-4332.

Bug Fixes​

Do not display additional popups with an alert message​

Available for: WxCC Finesse 

Symptom: Error message is displayed behind the login screen after logging in.

Conditions: The region of an agent doesn't match the one defined in the custom parameters of the Channel Integration Framework.

Workaround: Set the correct region in custom parameters.

Further Problem Description: None.

Closes MSD-4985.

Available for: Finesse WxCC 

Symptom: When creating a new record using a create record link and trying to prefill fields on the record with data containing plus signs, the plus signs are ignored.

Conditions: The agent clicks a create new record link on the b+s Connects for ServiceNow gadget that is configured to prefill fields on the created record.

Workaround: None.

Further Problem Description: None.

Closes SNOW-4267.

5.5.2 (2024-04-29)​

Bug Fixes​

Fix permissions for Agent Admin role​

Available for: Finesse WxCC 

Symptom: It is not possible to add a new agent to the Agent List.

Conditions: The user trying to add the new agent has only the x_busag_cnx.CC Agent Admin role assigned.

Workaround: Assign the x_busag_cnx.CC Agent role in addition to the x_busag_cnx.Agent Admin role to the user that is used to create new agents.

Further Problem Description: None.

Closes SNOW-4280.

5.5.1 (2024-04-10)​

Documentation​

Add new AWA limitation to the documentation​

Available for: WxCC Finesse 

Due to a ServiceNow limitation, accepting incoming AWA work items is not supported in ServiceNow Washington DC release. The relevant information has been added to the documentation.

Closes SNOW-4346.

5.5.0 (2024-03-13)​

Features and Improvements​

Remove delete cross-scope privilege​

Available for: Finesse WxCC 

Change the way we remove user roles when deleting entries from the Agent List. The delete access on the sys_user_has_role table is now no longer needed.

Closes SNOW-4010.

Bug Fixes​

5.4.1 (2024-02-09)​

Documentation​

Support Custom URL​

Available for: Finesse WxCC 

ServiceNow's Custom URL has been added to the Features and Limitations chapter in the documentation. There is also a documented limitation that once a custom URL is configured for an instance, the original instance URL can no longer be used with b+s Connects.

Closes SNOW-3529.

5.4.0 (2024-02-02)​

5.3.0 (2024-01-19)​

5.2.3 (2024-01-08)​

Bug Fixes​

Fix "Associate" dropdown cleared on reload​

Symptom: When the gadget finds CRM records that are related to the customer the agent is in a call with, those records are displayed in the "Associate" dropdown on the Log tab. However, when having a multi-match scenario and reloading the gadget, the dropdown is empty even though it shouldn't be.

Conditions: The agent is in a multi-match scenario, selects a match for which related records are found in the CRM and then reloads the gadget.

Workaround: Switch to a different match and back to the initial one again.

Further Problem Description: None.

Closes SNOW-3982.

5.2.2 (2023-12-06)​

Documentation​

Document Chrome/Edge limitation for Integration API​

Available for: Finesse 

A new security feature of Chrome/Edge browsers since release 115 blocks Custom Integrations using Integration API. The problem and workaround is now added to documentation.

Closes SNOW-4016.

5.2.1 (2023-11-23)​

5.2.0 (2023-11-20)​

Store release Buffalo (2023-11-08)​

5.1.1 (2023-10-26)​

Bug Fixes​

Old interaction records get assigned to new calls​

Available for: Finesse 

Symptom: When receiving a call, an old interaction which is not related to the current call is attached.

Conditions: The Finesse Dialog ID (auto increment) got reset. This can happen in case the Contact Center gets replaced.

Workaround: Find the point in time the Dialog ID got reset and update the Dialog ID in the Interaction Context records prior to the reset, so that the new Dialog IDs are unique again. Another option is to use Script Include Patching to limit the lookup to currently open interactions newer than e.g. one week.

Further Problem Description: The Dialog ID gets written to the Interaction Context in order to not create new interactions in case of transfers or RONA. If the Dialog ID is not unique, old interactions can get assigned to new calls.

Closes SNOW-3613.

5.1.0 (2023-10-25)​

Features and Improvements​

Show Federation channel on all AWA supported workspaces​

Available for: Finesse 

Agents can now use the Federation channel on all workspaces that support Advanced Work Assignment.

Closes SNOW-3798.

5.0.0 (2023-10-21)​

⚠ BREAKING CHANGES​

Features and Improvements​

⚠ Support Webex Contact Center​

Available for: Finesse WxCC 

A new feature is available to support Webex Contact Center in parallel with Finesse Contact Center.

This is a breaking change.

Closes SNOW-3821.

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