Changelog WxCC Edition

Deprecation warning

Starting with the 'Cheetah' release, the use of b+s Connects for ServiceNow with Cisco Webex Contact Centers is deprecated.

Instead, please use the 'Cisco Webex Contact Center' integration from Cisco for new deployments.

5.12.0 (2025-08-06)

Features and Improvements

Prefill the dial number field in the login screen with default dial number

On the login screen, if there is a default dial number set in the profile of the agent, the field Dial Number will be prefill. If the agent use the option to remember credential so the previous value entered in the Dial Number field has priority.

Closes 19206.

Select a phone number as the caller ID for an outdial call

The Outdial Automatic Number Identification (ANI) feature allows an agent to select a phone number as the caller ID for an outdial call. To make an outdial ANI list available to an agent, add the outdial ANI list to a desktop profile, and assign the profile to the agent.

Closes 12723.

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.

Fix an error on initiating a conference during a consultation call to an entry point

Symptom: Error appears when trying to initiate a conference call during a consultation to an Entry Point.

Conditions: This occurs when the consultation call is started through an Entry Point.

Workaround: Initiate the consultation through the buddy list or queue instead of an Entry Point. In that case, the conference can be completed successfully.

Further Problem Description: When attempting to initiate a conference after a consultation via an Entry Point, an error is thrown, and the conference cannot be established. Applies to courtesy callback calls as well.

Closes 19269 and 19254.

5.11.0 (2025-07-10)

Bug Fixes

Ensure Agents extension is not prefixed with an undefined value

Symptom: The Agents extension is prefixed with an undefined value.

Conditions: Unclear. Potentially related to the country code prefix value missing in the local storage.

Workaround: None.

Further Problem Description: None.

Closes 18693.

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 queued consultation calls

When the agent initiates a consultation call to a queue, the call is displayed and can be dropped, even if the call has not yet been routed to an agent.

Closes 17874.

Support consult, conference and warm transfer to entry points

It is now possible to consult entry points and create conferences or warm transfers afterwards.

To use entry points, ensure that the corresponding feature flag is active on your Webex tenant.

Closes 18225.

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.

Prevent consultation work item from getting stuck

Symptom: The consultation call still displays while Wrap-Up.

Conditions: Agent A ends the customer call using the device during a consultation call.

Workaround: Refresh the page.

Further Problem Description: This issue occurs when Agent A ends the customer call using the device while on a consultation call. The consultation call is still active and not removed.

Closes 18657.

Activity left in progress if call is ended from agent device

Symptom: Activity not closed after call has ended.

Conditions: Call got ended from the agent device.

Workaround: End calls from the Connector UI.

Steps to reproduce: End a call from hard or softphone instead of the Connector UI. The activity will stay in progress after wrapup.

Further Problem Description: None.

Closes 18382.

Fix error on connector reload after call is transferred

Symptom: Agent receives an error message stating that AgentContact could not be parsed. Additionally, the work item is not re-created, which prevents the agent from ending Wrap-Up from within the connector.

Conditions: The agent performs a blind transfer to a queue, enters Wrap-Up, and then reloads the gadget while the transferred call is still in the queue.

Workaround: Don't reload the connector while it's in the Wrap-Up state.

Further Problem Description: None.

Closes 14145.

Prevent the wrap up submit button from being clicked multiple times

Symptom: An error occurs with the message "Could not parse AgentWrappedUp websocket event".

Conditions: A call is in Wrap-Up and the agent clicks the submit-wrap-up button multiple times.

Workaround: Click the Wrap-Up button only once.

Further Problem Description: Each click on the submit-wrap-up button generates a request to the WxCC. According to Cisco, it can happen that one of these requests is not handled correctly and the b+s Connects gets a message with incorrect data.

Closes 18661.

Handle the call correctly if a customer hangs up a held call while the connector is being reloaded

Symptom: The call remains on hold and cannot be retrieved. In addition, the channel status remains "Engaged".

Conditions: The customer ends a held call while the agent reloads the page.

Workaround: None.

Further Problem Description: None.

Closes 18711 and 18884.

Display the right numbers on courtesy callback calls

Symptom: On courtesy callback calls, screen pop is searching for contact center number instead of the customer number.

Conditions: Engage a call when the agent is busy, then switch to available. The customer and the agent should be called back and the number displayed in the gadget will not be the customer.

Workaround: None.

Further Problem Description: None.

Closes 18804.

Display customer call to agent B after agent A left conference call

Symptom: The customer call is not displayed to agent B after agent A left the conference call.

Conditions: Agent A and agent B are in a conference call with a customer. Agent A leaves the conference call.

Workaround: Reload the page.

Further Problem Description: None.

Closes 18865.

Send request to end agent wrapup state only once.

Symptom: The connector displays an error informing about the AgentWrappedUp event missing the mainCallId field.

Conditions: Letting the wrapup time elapse when using more than one browser tab.

Workaround: None.

Further Problem Description: None.

Closes 19127.

5.9.0 (2025-02-23)

Features and Improvements

Initiate screen pops by a WxCC flow within the CRM

A WxCC flow can initiate a screen pop of a specific record within the CRM.

Closes 86.

Voice channel login options related to WxCC configuration

The options available on the connector login screen will match those configured in WxCC.

Currently supported are the login options Dial Number and Extension.

Closes 18363.

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

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.

5.8.1 (2025-01-13)

Bug Fixes

Consultation calls to an invalid number do not show an error message

Symptom: Consultation calls to an invalid number do not show an error message.

Conditions: Dial an invalid number during a call.

Workaround: None.

Further Problem Description: The AgentConsultFailed event is not properly handled.

Closes 18347.

5.8.0 (2024-12-20)

Features and Improvements

Edit call associated data on a call

Agents can update the editable call associated data (CAD) while a call is active.

Closes MSD-5060.

Do not show agent buddies in search and dial dropdown

No longer display buddies in the Search and Dial Dropdown field. When an Agent gets a direct incoming call on their device the interaction is not reflected in their Connector. For a consultation or transfer call, their buddies are still available.

Closes SFWXCC-742.

Option to enter the Dialed Number for Station Sign-in in International Dialing Format

Agents have now the possibility to use the International Dialing Format in the Station Sign-In. They can select their Country and prefix the country code to the dial number.

Closes SFWXCC-471.

Support Screen Pops from Webex Flows

A "Screen Pop" node is available in WxCC Flow. It can be used to trigger a screen pop to a defined URL.

Further information on this function can be found in the Flow Designer documentation.

Closes SFWXCC-845, SFWXCC-846, SFWXCC-875 and SCV-3131.

Change menu for options to sidebar

This change allows a well-arranged structure within agent information and improves accessibility.

Closes SNOW-4735.

Bug Fixes

Fix Agent Information displaying Dial Number as Extension

Symptom: Agent Information displays the Dial Number as "Extension"

Conditions: Agent must be logged in with telephony option Dial Number.

Workaround: None.

Further Problem Description: None.

Closes SNOW-4970.

Clear party after ending consultation and conference call

After the agent ends the consult call, the party gets cleared. Having an empty party is necessary for a blind transfer, otherwise the directoryType could be incorrect.

Closes SNOW-4445.

Cannot leave conference

Symptom: The agent cannot leave the conference.

Conditions: Multi-party conferences are enabled on the WxCC tenant.

Workaround: End the call on the agent's device.

Further Problem Description: The agent cannot leave the conference and therefore cannot hand-over the call to the other agent. This is due to a Webex API change.

Closes SCV-3057.

Call Recoding Controls are not available on a directly transfered call

Symptom: The call recording controls are not available.

Conditions: After a direct transfer to another agent.

Workaround: Do a consult to the second Agent and then transfer the call.

Further Problem Description: None.

Closes SFWXCC-925.

Documentation

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

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

Allow switching user after logout

Available for: WxCC 

This new feature allows the agent to log out of WxCC and then select a different user the next time they log in. Prior to this change, the authentication stored in the browser cookies was reused when the agent pressed the login button again. So it was necessary to restart the browser to get a login window at the next login.

Closes SNOW-4442.

Bug Fixes

Do not display additional popups with an alert message

Available for: Finesse WxCC 

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.

Include plus signs when populating fields using create new record links

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.

Display correct error message when logout fails

Available for: WxCC 

Symptom: The login screen is displayed with an error message saying "We were not able to log you in".

Conditions: The agent is logged in to the gadget and a websocket notification of type "AgentLogoutFailed" is received.

Workaround: Clicking the login button or reloading the page or gadget.

Further Problem Description: None.

Closes SNOW-4199.

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.

Avoid starting a consultation call if the agent has an active call on the same number

Available for: WxCC 

Symptom: Agent cannot end a consultation call.

Conditions: The agent has an active call and initiates a consultation call on the same number.

Workaround: Press the hold button.

Further Problem Description: None.

Closes SFWXCC-89.

5.5.1 (2024-04-10)

Documentation

Add new AWA limitation to the documentation

Available for: Finesse WxCC 

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.

Bug Fixes

Prevent too many connection attempts when the connection is lost

Available for: WxCC 

Symptom: If the connection to WxCC is interrupted, the connector executes too many simultaneous reconnection attempts.

Conditions: The connection to the WxCC server is lost.

Workaround: Reload the page.

Further Problem Description: The connection attempts can result in a rate limit 429 Too Many Requests.

Closes SCV-2639.

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.

Remove Call Data from Service Layout

Available for: WxCC 

Remove the Call Data tab from the Service Layout for WxCC. Call Data handling can be fully done in the WxCC admin configuration.

SNOW-4291

Documentation

Support call recording in WxCC

Available for: WxCC 

The paragraph "Call Recording" in the WxCC documentation for ServiceNow was added.

Bug Fixes

Prevent customer call and consultation call being displayed as active at the same time

Available for: WxCC 

Symptom: On Agent A's gadget both the customer call and the consultation are displayed as active or paused.

Conditions: Agent A starts an outgoing consultation call to Agent B and Agent A resumes the customer call before Agent B accepts the incoming consultation call. Then Agent B accepts the call as well.

Workaround: Either not resuming the customer call before the consultation call was answered or, when both work items are displayed as paused, resuming one of the work items.

Further Problem Description: None.

Closes SNOW-3947.

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)

Features and Improvements

Support AWA channel

Available for: WxCC 

Advanced Work Assignment is now supported on WxCC deployments! With this feature it is now possible to control the agent state, accept or reject tasks and chats all in one place. Enabling the AWA channel also ensures that no real time interactions like chats or calls are routed to agents that are already busy with other interactions. This allows your agents to fully focus on the customers needs, increasing efficiency and customer satisfaction!

Closes SNOW-3773.

5.3.0 (2024-01-19)

Features and Improvements

Display anonymous calls correctly

Available for: WxCC 

For anonymous calls, the phone number is not received. Therefore, it was passed as empty to the CRM which causes problems when displaying the call or creating a CRM entry. Now, Unknown instead of an empty phone number is used for anonymous calls.

Closes SCV-2446.

Bug Fixes

Fix close popup when agent state change fails

Available for: WxCC 

Symptom: Certain types of errors, when they occur, are displayed to the agent as alerts that cannot be closed since they do not have a visible close button.

Conditions: An error occurs (e.g. Agent State could not be changed) which is displayed as an alert on the gadget.

Workaround: Reload the gadget.

Further Problem Description: None.

Closes SNOW-4104.

Show error message when direct transfer fails

Available for: WxCC 

Symptom: When transferring a customer call to an agent that just changed its state to Idle, the gadget keeps trying to reach that agent. It will load infinitely and no error message is displayed.

Conditions: At the same time as Agent A tries to transfer a call to Agent B, Agent B changes its state to Idle.

Workaround: Close the transfer dialog, re-open it and try to transfer the call again.

Further Problem Description: None.

Closes SNOW-3993.

Assign the interaction correctly after conference transfer

Available for: WxCC 

Symptom: The interaction is not assigned to Agent B when Agent A leaves the conference. After Agent A left the call the interaction state is set to "Closed Complete" and Agent B is unable to do any updates on the interaction anymore.

Conditions: Agent A is in a conference with Agent B and the customer. Agent A leaves the conference.

Workaround: Assigning the interaction to Agent B before leaving the conference.

Further Problem Description: None.

Closes SNOW-3964.

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)

Bug Fixes

Idle and Wrap Up codes are not displayed correctly

Available for: WxCC 

Symptom: Depending on the Desktop Profile configuration, Idle Codes or Wrap Up Codes are not displayed.

Conditions: The agent's Desktop Profile is configured to use either Idle Codes "Specific" with Wrap Up Codes "All" or vice versa.

Workaround: Use the WxCC Desktop to change the Idle or Wrap Up Codes.

Further Problem Description: In case the Desktop Profile is configured to use Idle Codes "Specific" and Wrap Up Codes "All", there are no Wrap Up Codes displayed at all and the agent may not be able to leave Wrap Up.

If the Desktop Profile is configured to use Idle Codes "All" and Wrap Up Codes "Specific", there are no Idle Codes displayed on the voice channel dropdown. Agents with this configuration are not able to enter the Unavailable state.

Closes SCV-2344 and SNOW-4049.

5.2.1 (2023-11-23)

Bug Fixes

Prevent wrong participant being displayed on consultation call after reload

Available for: WxCC 

Symptom: Instead of Agent A's extension, the queue number is displayed on Agent B's work item after reloading the gadget. Also, if the consultation call was not yet answered by Agent B before reload, the end call button is falsely displayed on the work item after the reload.

Conditions: Agent A consults Agent B, then Agent B reloads the gadget.

Workaround: If the call is not yet accepted, answering the call causes the gadget to display the correct participant again. If the call is already answered, there is no workaround. There is also no workaround for the work item mistakenly being displayed as answered.

Further Problem Description: None.

Closes SNOW-3945 and SNOW-3946.

5.2.0 (2023-11-20)

Features and Improvements

Allow agents to warm transfer calls

Available for: WxCC 

A new feature is available that allows agents to transfer calls to consulted coworkers. This increases agent productivity and efficiency.

Closes SNOW-3865.

Documentation

Add agent to agent call limitation

Available for: WxCC 

Add the limitation for the agent to agent call to the documentation.

Closes SNOW-4018.

Store release Buffalo (2023-11-08)

5.1.1 (2023-10-26)

5.1.0 (2023-10-25)

5.0.0 (2023-10-21)

⚠ BREAKING CHANGES

• Documentation restructuring and changed admin experience due to WxCC support.
• The URL to load the Integration API has changed: from https://connects.bucher-suter.com/snow/v4/stable/cnx.connectsIntegrationLibrary.min.js to https://connects.bucher-suter.com/snow/v5/stable/cnx.connectsIntegrationLibrary.min.js (v4 -> v5)

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.