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Version: 5.x

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

Call control

Data handling

Supervisor capabilities

Configuration

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)

Call recording support (3rd party products)

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
  • Having more than two concurrent calls is not supported.
  • 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 Agent A starts a conference with the customer and Agent B and then leaves the conference, the interaction will not be assigned to Agent B. Make sure to manually reassign the interaction for Agent B to be able to update it.
  • 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.
  • To automatically associate task objects to interactions when click-to-dial is initiated on a task object using the built-in phone icon, at least the following ServiceNow patch level is required:
    • ServiceNow Washington DC release: washingtondc-12-20-2023__patch1
  • When the participant lookup for an incoming consult call returns multiple matches, then the agent selects one of the matches and finally the gadget is reloaded, the agent has to select the participant again after the reload.

Agent Workspace (legacy) 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
  • Click-to-dial using phone icons doesn't associate task objects with interactions

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 ServiceNow Workspaces with an inbox.
  • 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.
  • Due to a ServiceNow limitation, accepting incoming work items is not supported in Washington DC and Xanadu release.

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

  • To edit the password field for the Call Recording configuration in Service Layout at least the following ServiceNow patch levels are required:
    • 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 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).

Custom integrations in Chrome and Edge browser

  • In UI Pages displayed as Custom Integrations within the gadget, the communication with the Integration API has been blocked in Chrome and Edge browsers by default since version 115. However, UI Pages displayed directly within ServiceNow are not affected.

    The communication of Custom Integrations within the gadget is blocked by the new security feature "Experimental third-party storage partitioning", which is now enabled by default in these browsers. This can be disabled in the browser settings by navigating to chrome://flags/#third-party-storage-partitioning in Chrome or to edge://flags/#third-party-storage-partitioning in Edge.

Custom URL

  • If a Custom URL with the IsInstanceUrl checkbox is configured, only this URL is able the load the gadget.
info

This Custom URL limitation will be fixed with version "Dolphin" of b+s Connects for ServiceNow.

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