Features and Limitations

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.

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

• Voice channel state changes
  • Available
  • Unavailable
  • Logout
• Idle codes
• Desktop Notifications for system state changes e.g. RONA
• Agent state timers

Call control

• Accept and hang up
• Hold and retrieve
• Consultation/Transfer to Agent, Queue or Dial Number
• 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
• Call recording

Data handling

• Data preview on calls
  • Call variables
  • Participant lookup on ServiceNow
• Directory lookup
• Directory lookup in Webex Contact Center Address Book
• Automatic Screen Pop
• Display and modify call variables
• Call logging
• Automated record creation
• Work log object association
• Call Notes
• Record share
• Subflow triggering

Configuration

• 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
• Configurable colors
• Dark / Light mode
• Directory Numbers
• Custom URL

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

Unsupported features and limitations

Important notes

• b+s Connects for ServiceNow only supports the voice channel when the WxCC Gadget is in use.
• Cisco Webex Calling is not supported. WxCC agents using b+s Connects for ServiceNow should use devices connected via VPOP bridge.

Call control

• Having more than two concurrent calls is not supported.
• 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 to Agent B to be able to update it.
• 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 a call ends while the browser is closed or the gadget loses connectivity to WxCC, ServiceNow Interactions are not updated and remain in the previously saved state.
• Calling a buddy agent directly from Home screen is not supported.
• 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 after the reload again.
• Resuming the call recording after being paused for a few seconds is not supported.
• Interactions will not be completed when the last remaining agent leaves a conference (the CallType is CONFERENCE) and the initiator of the conference went into wrapup.
• Updates of call variables will not be transferred to the interaction records.

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

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 ServiceNow Washington DC release.

Supervisor capabilities

• Supervisor capabilities are not supported.

Next Experience

• 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 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.