b+s Connects for Salesforce 4.1 CCE/CCX Edition

Transcription

1 b+s Connects for Salesforce 4.1 CCE/CCX Edition Release Notes Document Revision: 2 Document Classification: Bucher + Suter AG Arastrasse 6 CH-3048 Worblaufen Phone Fax info@bucher-suter.ch Bucher + Suter AG

2 Table of Contents 1 Introduction Audience Terms and Definitions Classification Related Documentation Notation Supported Features Unsupported Features & Limitations Compatibility Operating System Cisco Contact Center Software Cisco IP Phone Salesforce Editions Supported Browsers Supported Deployment Models Host System Performance Requirements Installation Information Component Overview Component Versioning Base Case Routing Add-on New or Changed Configuration Keys Upgrade to Important Notes Use of External Routing for Omni-Channel (Beta) Limitations with Person Account in Softphone Layout Data Lookup in Salesforce Limitations with Lightning Console Softphone Layout setting No matching records: Pop to new XXX Call Log in Salesforce Automatic Assignment of Call Log Wrap-up Reason in Call Log Call Duration in Call Log Person Accounts: Automatic Call Log Assignment Person Accounts: Manual Call Log Assignment Limitation on Changing Saved Credentials Agent is logged out when Connects gadget is Not Active Call Center Definition File Included in Salesforce Package Support of 89xx and 99xx phones Limitation with UCCX and login name with invalid cases in letters Bucher + Suter AG Page 2 / 30

3 7.11 Required settings for the Internet Explorer Add the Finesse servers to the list of trusted sites Disable default setting to use compatibility mode for all Intranet pages Integration API backwards compatibility Limitations with Lightning Experience Use External Routing for Omni-Channel (Beta) Directory numbers Resize Gadget displayed too far down in Lightning Salesforce Platform Limits API Request Limits Cisco Finesse Failover Open Source Components New Features and Bug Fixes New Features Enhancements Bug Fixes Acronyms Tables Table 1: Terms and Definitions... 4 Table 2: Classification... 4 Table 3: Related Documentation... 4 Table 4: Notation... 5 Table 5: Browser and Salesforce working modes compatibility matrix Table 6: Component Versioning Agent Adapter Table 7: Component Versioning SFDC Routing Adapter Outbound - MRI Table 8: Component Versioning SFDC Routing Adapter External - MRI Table 9: New Configuration Keys Documentation Revision History This documentation revision history shows a summary of all changes that were made to this document sorted by document version. Doc Revision: 1 published on First version of the document. Doc Revision: 2 published on Using both Salesforce External Routing and Salesforce Omni-Channel routing is not supported Bucher + Suter AG Page 3 / 30

4 1 Introduction 1.1 Audience This document is geared toward people who intend to deploy Bucher+Suter (b+s) Connects for Salesforce CCE/CCX Edition. It is assumed that the reader of this document is already familiar with basic contact center terms, contact center operations and management, Cisco customer contact solutions and Salesforce. 1.2 Terms and Definitions Terms and Definitions Customer CC Provider Agent Description A person who consumes a service of the Contact Center (CC) provider. The CC provider provides services to the customers. The person who handles requests from customers. Table 1: Terms and Definitions 1.3 Classification Level PUBLIC Roles Authorized for Access n/a Table 2: Classification 1.4 Related Documentation Ref Document [1] ConnectsSalesforce_InstallationGuide_4-1_Rev1.pdf (b+s Connects for Salesforce 4.1 Installation and Configuration Guide) [2] ConnectsSalesforce_InstallationGuideCaseRoutingAddon_4-1_Rev1.pdf (b+s Connects for Salesforce 4.1 Case Routing Add-on Installation Guide) [3] ConnectsSalesforce_OpenSource_4-1_Rev1.pdf (b+s Connects for Salesforce 4.1 Open Source Disclaimers) [4] ConnectsSalesforce_DeploymentGuide_4-1_Rev1.pdf (b+s Connects for Salesforce 4.1 Deployment Guide) [5] ConnectsSalesforce_TroubleShootingGuide_4-1_Rev1.pdf (b+s Connects for Salesforce 4.1 Troubleshooting Guide) [6] ConnectsSalesforce_InstallationGuideCaseRoutingAddon_ExternalRouting_4-1_Rev1.pdf (b+s Connects for Salesforce 4.1 Case Routing Add-on Installation Guide for Salesforce External Routing) Table 3: Related Documentation Bucher + Suter AG Page 4 / 30

5 1.5 Notation The following notation rules are used in descriptions of definitions and entries: Notation Description Courier New Configuration fields, values and code samples. Italic Document and chapter references. Bold Important notes and hints. Separation between multiple steps. Table 4: Notation Bucher + Suter AG Page 5 / 30

6 2 Supported Features This section lists features that are supported in b+s Connects for Salesforce. General o Unified Contact Center Enterprise (UCCE) o Packaged Contact Center Enterprise (PCCE) o Unified Contact Center Express (UCCX) o Agent Auto Login o Agent State control o Not Ready reason codes o Logout reason codes o Salesforce Open CTI Softphone in Salesforce Classic Console o Salesforce Open CTI Softphone in Salesforce Lightning (Standard) and Lightning Console o Search and display Salesforce data as configured in the Salesforce Softphone Layout (searched by ANI for voice channel or by for case routing) o On-demand screen pop of found Salesforce data o Cisco Mobile Agent (CCE only) o Encryption and security via HTTPS/SSL o ECC variables o Language support for English and German (Salesforce Translation Workbench) o Salesforce Person Accounts: restrictions apply please see section 7 Important Notes o Custom Toolbars in gadget o Integration API for customer specific integrations o CRM hosted deployment (see also Chapter 7.15 Cisco Finesse Failover) Voice channel o Call control o Automatic call wrap-up o Wrap-up codes o Consult call (warm) transfer o Single-step (blind) call transfer (CCE only) o Consult conference call o Display call variables on incoming calls o Click-to-Dial o Edit number on Click-to-Dial o Create Salesforce call log entries for completed calls o Save selected wrap-up reason in Salesforce call log o Cisco Outbound Option Predictive, Progressive, Preview and Direct Preview Dialing (Preview mode not available in CCX) Call reclassification on Direct Preview o Send DTMF on active calls for IVR o Multi-line support (Cisco Finesse 10.5 or later. For limitations see Cisco Finesse Release Notes) o Extension Mobility (Cisco Finesse 10.5 or later. For limitations see Cisco Finesse Release Notes) o Cisco Finesse Automatic Screen Pop o Automatic screen pop of found Salesforce data as configured in the Salesforce Softphone Layout o Automatic screen pop based on ANI or CallVariable o Outbound Option: BAAccountNumber based screen pop Bucher + Suter AG Page 6 / 30

7 Case Routing Add-on (CCE only) o Route new case notifications o Route update case notifications o Route mail-to-case notifications o Task control o Display call variables on incoming cases o Reassign owner of routed case to the agent when agent accepts the case Salesforce External Routing (Beta) (CCE only - Salesforce Classic Console only) See also Section 7.1 Use of External Routing for Omni-Channel (Beta) o Important: the Salesforce External Routing feature is currently in beta state (as of Salesforce Spring 18 release) o Route Case and LiveAgent o Task control Salesforce Omni-Channel Federation (Salesforce Classic Service Console only, not supported in Salesforce Lightning. See also Section 7.14 Salesforce Platform Limits) o Allow to change the state of Salesforce Omni-Channel (ready, not ready) in the b+s Connects gadget o On incoming calls, set the state of Salesforce Omni-Channel to not ready. Change back to previous state after the call o On incoming Live Agent chats, set the state of CCE/CCX voice channel to not ready. Change back to previous state after the Live Agent chat ends o Show new and accept new tasks from the Salesforce Omni-Channel in the b+s Connects gadget Bucher + Suter AG Page 7 / 30

8 3 Unsupported Features & Limitations This section lists features that are currently not supported in b+s Connects for Salesforce. General o Unified Intelligent Contact Management (UICM) o Salesforce Open CTI Softphone in the Salesforce sidebar (Classic) o IPv6 o UCCE: login by Agent Name not supported, only login by Agent ID o UCCE/UCCX: Single Sign-on (SSO) not supported o UCCE/UCCX: agents with Single Sign-on (SSO) enabled login not supported Voice channel o Ability for agent to select Wrap-Up Reason Code after a transfer/conference, because of missing call object. Unsupported due to CCE/X limitation o All calls are displayed as incoming calls after CTI or PG failover (CCE limitation) o Call Data can be missing after CTI or PG failover o Automatic Screen Pop: No screen-pop for conference calls o The characters '#' and '*' are not allowed within Make Call number string Case Routing Add-on o Only routing of Case objects (including -to-Case) are supported o No high-availability for case routing o Cases queued in CCE will be lost upon restart of Routing Adapter if persistence is not configured o Wrap-up not supported o Case rerouting or transfer using CCE o Multiple Agent PGs not supported when using Case Routing o Cases waiting to be routed with Routing Adapter are only queued for 24 hours in Salesforce. After 24 hours, they are not routed and have to be re-routed manually. Salesforce External Routing (Beta) See also section 7.1 Use of External Routing for Omni-Channel (Beta) o the Salesforce External Routing feature is currently in beta state (as of Salesforce Spring 18 release) o Salesforce Classic Console only, not supported in Salesforce Lightning o Only routing of Case objects (including -to-Case) and LiveAgent chats o No high-availability for Salesforce External routing o Wrap-up is not supported o Case rerouting or transfer using CCE o Multiple Agent PGs are not supported when using Case Routing o Cases waiting to be routed with Routing Adapter are only queued for 24 hours in Salesforce. After 24 hours, they are not routed and have to be re-routed manually. o Using both Salesforce External Routing and Salesforce Omni-Channel routing is not supported UCCX o o o o Single-step (blind) call transfer Cisco Mobile Agent CCX Cisco Outbound Option Preview mode (CCX limitation) Case Routing Add-on Bucher + Suter AG Page 8 / 30

9 Salesforce Omni-Channel Federation o Salesforce Classic Console only, not supported in Salesforce Lightning o Decline reasons not supported in b+s Connects gadget o Sort order of Omni-Channel work items in b+s Connects gadget may change after page refresh Salesforce Lightning (see also 7.13 Limitations with Lightning Experience) o Salesforce Omni-Channel Federation not supported o Softphone Layout configuration "No matching records: Pop to new <Record>" should not be used in Lightning (Standard). This opens a modal dialog on incoming call which blocks call handling in Softphone o Salesforce Directory numbers not supported o Integration API only supported inside b+s Connects custom toolbars Bucher + Suter AG Page 9 / 30

10 4 Compatibility 4.1 Operating System Base: n/a Case Routing Add-on (CCE only): Windows 2012 R2. Only the English version of the operating system is supported. 4.2 Cisco Contact Center Software Cisco UCCE/PCCE 9.0 with Cisco Finesse 10.5(1) ES6 or 11.0(1) ES1 or ES5 or newer Cisco UCCE/PCCE 10.0 with Cisco Finesse, 10.5(1) ES6 or 11.0(1) ES1 or ES5 or newer Cisco UCCE/PCCE 10.5 with Cisco Finesse 10.5(1) ES6 or 11.0(1) ES1 or ES5 or newer Cisco UCCE/PCCE 11.0 with Cisco Finesse 11.0(1) ES1 or ES5 or newer Cisco UCCE/PCCE 11.5 with Cisco Finesse 11.5(1) or 11.6(1) Cisco UCCE/PCCE 11.6 with Cisco Finesse 11.6(1) Cisco UCCX 10.0 with Cisco Finesse Cisco UCCX 10.5(1) with Cisco Finesse Cisco UCCX 10.6 SU1 ES02 with Cisco Finesse Cisco UCCX 10.6 SU2 with Cisco Finesse Cisco UCCX 11.0(1) ES01 with Cisco Finesse Cisco UCCX 11.5(1) with Cisco Finesse Cisco UCCX 11.6(1) with Cisco Finesse 4.3 Cisco IP Phone For supported Cisco IP Phones please refer to the official compatibility statement of Cisco Systems Inc. which is accessible from: Compatibility Matrix for Unified CCE: Software and Hardware Compatibility Guide for Cisco Unified Contact Center Express (Section Cisco Unified IP Phones for Cisco Finesse): crs/express_compatibility/matrix/crscomtx.pdf Release Notes for Cisco Finesse: Salesforce Editions Supported Salesforce editions are Sales Cloud and Service Cloud, Classic Console and Lightning (Standard) and Lightning Console. b+s Connects for Salesforce CCE/CCX Edition requires the Salesforce Classic Console or Lightning, Salesforce Open CTI and Salesforce Console Integration Toolkit. These features are available to your Salesforce organization if you have the Enterprise, or Unlimited Edition (Depending on Salesforce edition, some feature may be available for an additional cost). Classic Sidebar is not supported Bucher + Suter AG Page 10 / 30

11 4.5 Supported Browsers 1 Salesforce Lightning and Lightning Console Google Chrome 64 or later (stable version) on Windows Mozilla Firefox 58 or later (stable version) on Windows Salesforce classic Service Cloud Console Internet Explorer 11 on Windows Google Chrome 64 or later (stable version) on Windows Mozilla Firefox 58 or later (stable version) on Windows Microsoft IE 11 on Windows Chrome on Windows Firefox on Windows Safari on macos Salesforce Lightning x x x x Salesforce Lightning Console Salesforce classic: Service Cloud Console Salesforce classic: Sidebar x x x x x Table 5: Browser and Salesforce working modes compatibility matrix. Note for Internet Explorer The Internet Explorer compatibility view is not supported. The Internet Explorer is not supported in Salesforce Lightning. Note for all browser UCCE: Cisco Finesse 10.5: only supported with Cisco Finesse 10.5 ES6 or newer Cisco Finesse 11.0: only supported with Cisco Finesse 11.0(1) ES1 or ES5 UCCX: Cisco UCCX 10.6: only supported with Cisco UCCX 10.6 SU1 ES02 Cisco UCCX 11.0: only supported with Cisco UCCX 11.0(1) ES01 or ES5 1 See also Supported browsers for Salesforce ( Bucher + Suter AG Page 11 / 30

12 4.6 Supported Deployment Models CRM Hosted Deployment (requires Cisco Finesse 11.5 or later): Simplex Finesse deployment (non-production environments only) Redundant Finesse deployment with failover mechanism Finesse Hosted Deployment: Simplex Finesse deployment (non-production environments only) Redundant Finesse deployment Case Routing Add-on / Salesforce External Routing (CCE only): Simplex deployment of Agent Adapter and SFDC Routing Adapter Cold standby deployment of Agent Adapter Bucher + Suter AG Page 12 / 30

13 5 Host System Performance Requirements Base: n/a Case Routing Add-on (CCE only): See latest Deployment Guide document [4] for requirements of the server components needed for case routing Bucher + Suter AG Page 13 / 30

14 6 Installation Information For a detailed description of b+s Connects for Salesforce base installation, please refer to the information within the latest b+s Connects for Salesforce CCE/CCX Edition Base Installation and Configuration Guide [1]. For a detailed description of the b+s Connects for Salesforce Case Routing Add-on installation please refers to the information within the latest b+s Connects for Salesforce - CCE/CCX Edition Case Routing Add-on Installation and Configuration Guide [2]. For a detailed description of the b+s Connects for Salesforce Case Routing Add-on External Routing installation please refers to the information within the latest b+s Connects for Salesforce 4.1 Case Routing Add-on Installation Guide for Salesforce External Routing [5]. 6.1 Component Overview The following picture provides a quick overview of the unchanged, changed and new components since release 4.0. b+s Connects for Salesforce V 4.1 Basic Installation Salesforce Package Connects for Cisco Contact Center V 4.1 Case Routing Add-on Server Application AgentAdapter V Server Application SFDC RoutingAdapter V Server Application SFDC RoutingAdapter External - MRI V Finesse server 3 rd party gadget Delivered as a zip file to install on Cisco Finesse server Connects Agent Gadget V 4.1 MCAL V Server Application ConnectMCAL V Server Application MediaManager V Legend: Unchanged components Version x.x.x.x Changed components Version x.x.x.x New components Version x.x.x.x Bucher + Suter AG Page 14 / 30

15 6.2 Component Versioning Base Salesforce Package Connects for Cisco Contact Center Version 4.1 Connects Agent gadget Version Case Routing Add-on MCAL Version or later Agent Adapter Component Version AgentAdapter.exe GadgetGate.dll AgentAdapterCore.dll BsConnector.dll BsMCAConnector.dll BsMCAModel.dll BsMCALClientV5.dll MCALGate.dll MediaRoutingGate.dll RoutingAdapterCore.dll BsLib.dll BsLogger.dll BsLogModel.dll BsFileLogger.dll BsRtFeedModel.dll Table 6: Component Versioning Agent Adapter Bucher + Suter AG Page 15 / 30

16 SFDC Routing Adapter Outbound - MRI Component Version SFDCRoutingAdapter.exe SFDCRoutingGate.dll BsConnector.dll BsMCAConnector.dll BsMCAModel.dll BsMCALClientV5.dll MCALGate.dll MediaRoutingGate.dll RoutingAdapterCore.dll BsLib.dll BsFileLogger.dll BsLogger.dll BsLogModel.dll BsRtFeedModel.dll Table 7: Component Versioning SFDC Routing Adapter Outbound - MRI SFDC Routing Adapter External MRI Component Version SFDCRoutingAdapterExternalMRI.exe SFDCRoutingGate.dll BsConnector.dll BsConsoleLogger BsFileLogger.dll BsLib.dll BsLogger.dll BsLogModel.dll BsMCAConnector.dll BsMCALClientV5.dll BsMCAModel.dll BsWindowsEventLogger Cometd.NET.dll MCALGate.dll MediaRoutingGate.dll Newtonsoft.Json.dll Bucher + Suter AG Page 16 / 30

17 RoutingAdapterCore.dll Salesforce.Common.dll Salesforce.Force.dll Unity.Abstractions.dll Unity.Container.dll Table 8: Component Versioning SFDC Routing Adapter External - MRI Bucher + Suter AG Page 17 / 30

18 6.3 New or Changed Configuration Keys Refer to the latest b+s Connects for Salesforce CCE/CCX Edition Base Installation and Configuration Guide [1] for detailed information about all product configuration keys. Removed Configuration Keys n/a Deprecated Configuration Keys n/a New Configuration Keys Field Finesse Server URL A Finesse Server URL B Finesse Server Timeout Value CRM Hosted Deployment: URL of the Finesse Server. Finesse Hosted Deployment: Leave this field empty. CRM Hosted Deployment: URL of the standby Finesse Server. Finesse Hosted Deployment: Leave this field empty. CRM Hosted Deployment: The time in milliseconds, for how long the Connects Gadget will try to connect to a Finesse server. If the time expires, a failover to the other Finesse server will be triggered. Finesse Hosted Deployment: Leave this field empty. Table 9: New Configuration Keys Several new configuration keys are available for the SFDC Routing Adapter External MRI application. Refer to the latest b+s Connects for Salesforce CCE/CCX Case Routing Addon External Routing Guide [6] for detailed information. Updated Configuration Keys n/a Bucher + Suter AG Page 18 / 30

19 6.4 Upgrade to Follow these steps to upgrade your b+s Connects for Salesforce 4.x to 4.1: Ensure all users are logged out of the Connects Gadget as there is a service interruption during the following upgrade steps. Install the Managed Package into you Salesforce org Download Connects Finesse Gadget web application Resources and upload the downloaded files to your Finesse servers Change the Connects Gadget URLs in the new installed Call Center Configuration in Salesforce and assign this Call Center to your users Clear the browser cache and cookies on all user desktops, re-login to Salesforce and log in to the upgraded b+s Connects for Salesforce Agent Gadget. For a detailed description of the upgrade please refer to the information within the latest b+s Connects for Salesforce -CCE/CCX Edition Installation and Configuration Guide [1] Bucher + Suter AG Page 19 / 30

20 7 Important Notes 7.1 Use of External Routing for Omni-Channel (Beta) As denoted in the Salesforce Spring 18 release notes, External Routing for Omni-Channel is in Beta state: This release contains a beta version of External Routing with Omni-Channel, which means it s a high-quality feature with known limitations. External routing isn t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features. Therefore all b+s components supporting Salesforce External Routing for Omni-Channel remain also in beta state. To handle external routed Omni tasks with b+s Connects, the Salesforce Omni Channel Console Component has to be activated. To guarantee a correct task handling, the agents are not allowed to manipulate Omni presence states nor tasks within the Salesforce Omni Channel Console Component. 7.2 Limitations with Person Account in Softphone Layout The Softphone Layout has the following limitation concerning Person Account objects. Although Person Account objects can be added to the Softphone Layout, they will not show up in the ANI lookup results. This is due to a bug in Salesforce. The workaround for this problem is to add Account object to the Softphone Layout instead. When Account objects are included in the layout, Person Accounts are searched as well and the search results are displayed in the ANI lookup results. The available fields to display are the same on Account and Person Account objects. The only drawback here is that when adding Account object to the Softphone Layout, Account objects that contain the ANI are found too and will be also displayed in the ANI lookup results. 7.3 Data Lookup in Salesforce On incoming calls, a Salesforce search as configured in the Salesforce Softphone layout is initiated with the ANI as the search value. If you prefer to search for another value than the ANI, you can define a peripheral variable or ECC variable and then the search is initiated with the content of this variable. The results of this search are displayed in the Connects gadget. On incoming routed cases, a Salesforce search as configured in the Salesforce Softphone layout is initiated with the sender field as the search value. The content of the sender field depends on the configuration of the b+s Routing Adapter component. Cisco Agent Request API callback calls trigger a Salesforce search like inbound calls. 7.4 Limitations with Lightning Console Softphone Layout setting No matching records: Pop to new XXX For new conversations, a Salesforce search is executed. Due to a bug in Salesforce, Salesforce does not respond to the request if no matching record is found. As a consequence no call log is saved for the conversation. Workaround: Do not set the Softphone Layout setting No matching records: Pop to new XXX where XXX is a record e.g. Account, Campaign, Case Bucher + Suter AG Page 20 / 30

21 7.5 Call Log in Salesforce Incoming and outgoing answered voice calls are automatically logged in the Salesforce call log (in the task table). The call log is visible in Salesforce in Reports Call Center Reports My Calls Today. Internal calls, consultation calls and conference calls are not logged Automatic Assignment of Call Log Call log entries are automatically assigned to the agent as the owner. If the search result of the call (as configured in the Softphone layout) finds only one contact or lead, the WhoId (=Name) field is automatically set to this item. If the search result of the call (as configured in the Softphone layout) finds only one account, asset, campaign, case, contract, opportunity or solution, the WhatId (=Related To) field is automatically set to this item. If a number was dialed with the click-to-dial feature, the WhoId or WhatId of the call log entry is set to the item attached to phone number that was clicked Wrap-up Reason in Call Log If a wrap-up reason is selected, the reason is saved in the field CallDisposition (=Call Result) at the end of the call. If user logs out of the gadget, or if the gadget is not active when the call ends, the wrap-up reason is not updated Call Duration in Call Log The call duration is saved into the call log at the end of a call. If user logs out of the gadget or the gadget is not active when the call ends, the duration is not updated. The duration starts counting when the call is answered and it counts until the call wrap-up is finished Person Accounts: Automatic Call Log Assignment On incoming and outgoing calls, the gadget searches for an object to automatically assign to the Call Log based on the ANI (incoming) or DNIS (outgoing). If there is only one object found and if this object is of type Person Account, the record found is always of type Account. This means in this case Person Accounts are handled as Accounts and are linked to the Related to" field (WhatId) Person Accounts: Manual Call Log Assignment If a Person Account is viewed, it can be assigned to the Call Log by clicking the assign button in the gadget. However, there are two views to every Person Account: Account and Contact view. If a Person Account is found via the Account list, it is opened as a record of type Account. On the other hand, if it is found via the Contact list, it is opened as a record of type Contact. When the assign button is clicked, the assignment to the call log is different whether you open the Person Account in Account view or Contact View. It is also different whether you use the gadget in sidebar or in the Salesforce Console. When you are in Sidebar, the Person Account record is always opened as a record of type Contact. As a result, when you press the assign button in the gadget the Person Account record is assigned to the "Name" field (WhoId). When you are in Service Cloud Console, the Person Account record is assigned to the "Name" field (WhoId) if opened in the Contact view and it is assigned to the "Related to" field (WhatId) if opened in Account view Bucher + Suter AG Page 21 / 30

22 7.6 Limitation on Changing Saved Credentials If the saved credentials of an agent (Agent ID, Agent Extension, Agent Password, etc.) in Personal Information are changed while the agent is still logged in, error messages will appear in the Connects Agent gadget after the next page reload. The agent must then log out of Salesforce to clear the issue. 7.7 Agent is logged out when Connects gadget is Not Active If the agent navigates to a Salesforce page where the Connects Agent gadget is not loaded, the agent is set to not ready (or logged out, depending on your configuration) after approximately 30 seconds. A logout (in deployments with the Case Routing Add-on), will reroute or close (configurable) the currently active tasks in CCE. 7.8 Call Center Definition File Included in Salesforce Package Because Salesforce Lightning and Salesforce Classic require different Call Center configuration, the b+s Connects for Salesforce CCE/CCX 4.1 installation package contains two Call Center files: Connects for Cisco Contact Center Classic V7 Configuration for Salesforce Classic. Connects for Cisco Contact Center V7 Configuration for CRM Hosted deployment (Requires Finesse 11.5 or later) and configuration for Lightning. 7.9 Support of 89xx and 99xx phones 89xx and 99xx series phones are supported with the following caveats: The phones must be configured with only a single line (these phones are not supported if multiple lines are configured). Maximum Number of Calls must be set to 2 Busy Trigger must be set to 1 For more information please check Cisco Finesse Release Notes ( Limitation with UCCX and login name with invalid cases in letters To login with UCCX the agent has to enter the login name and the login name is case sensitive. The behavior when login with a valid login name but with invalid cases in letters is a bit confusing because the browser is popping up an authentication window instead of showing immediately an invalid credentials error. After closing this popup window the agent can retry to login with correct credentials Required settings for the Internet Explorer Add the Finesse servers to the list of trusted sites Because Internet Explorer gives lower level of trust to IFRAME pages (IE calls this "third-party" content), the Internet Explorer does not trust the Connects gadget Web Application loaded from the Finesse servers and does not allow it write cookies. If the gadget cannot write cookies, there will be some problems when the page is reloaded, e.g. the login window appears each time when the page is reloaded Bucher + Suter AG Page 22 / 30

23 Disable default setting to use compatibility mode for all Intranet pages The compatibility mode of Internet explorer is not supported for use with b+s Connects for Salesforce. Internet Explorer by default uses the compatibility mode for all Intranet pages. This setting must be disabled to avoid that the Connects gadget Web Application is loaded in compatibility mode Integration API backwards compatibility Please, check the Integration API documentation for more information about the backwards compatibility of the new version Limitations with Lightning Experience Use External Routing for Omni-Channel (Beta) Salesforce Spring 18 contains a beta version of External Routing with Omni-Channel. The feature currently available (beta) for Salesforce Classic only Directory numbers Resize Directory numbers are not yet supported by Salesforce Lightning. Unlike in Salesforce Service Cloud Console, the softphone cannot be resized by dragging its corner in Salesforce Lightning. In order to resize the gadget change the softphone height and width in the Salesforce call center configuration Gadget displayed too far down in Lightning Because of a known issue in Salesforce, the Lightning Utility bar hides the bottom of the gadget. To fix this we implemented a workaround which must be enabled in the call center definition. To enable the workaround put FIX_LEX_SUMMER17 into flag field in the call center definition 7.14 Salesforce Platform Limits API Request Limits Voice Only Open CTI and the Console Toolkit API are used. This APIs do not count against the API limit. Telephone calls do not result in REST API requests. Omni-Channel Federation Every time the b+s Connects gadget is loaded, requests to the REST API are sent. Loading the gadget means: if the user logs-in into the CRM the whole page is loaded including the b+s Connects gadget. if the user refreshes the page (for example by pressing F5), the b+s Connects gadget is loaded again. if the user changes from a page without the b+s Connects gadget (for example the Setup pages) back to the console, the b+s Connects gadget is loaded Bucher + Suter AG Page 23 / 30

24 The number of REST API requests depends on the number of channels the agent supports. If the agent supports Omni-Channel Case routing only, then there is 1 REST API request every time the b+s Connects gadget loads. If the agent supports Omni- Channel routing for Case, Lead and a custom object, then there are 3 REST API requests every time the b+s Connects gadget loads. The effective number of REST API requests for every agent = (number of b+s Connects gadget loads) * (number of supported channels). The REST API requests are required because the b+s Connects gadget uses the Salesforce Compact Layout to select the fields to display in the b+s Connects gadget for a Omni-Channel task. Workaround: do not use Compact Layout to case MediaRouting / Cisco Universal Queue REST API used to retrieve routing information This API request counts against the Salesforce API limit every route request counts as one API request against the API limit Additional API calls for fail-over 7.15 Cisco Finesse Failover If Cisco Finesse manages to recover from a failure, it is possible that the agent is logged out in the Connects Gadget Bucher + Suter AG Page 24 / 30

25 8 Open Source Components This product uses open source software. Please, see b+s Connects for Salesforce - CCE/CCX Edition Open Source Disclaimer [3] for open source licenses and notices Bucher + Suter AG Page 25 / 30

26 9 New Features and Bug Fixes 9.1 New Features This section lists new features until s. Identifier Title RNE FIN-1881 FIN-2191 Simplified Deployment (CRM Hosted) Salesforce 3rd Party Routing RoutingAdapter (Beta) Requirements: Simplify the deployment by removing the need of the Connects Gadget installation on the Cisco Finesse Server. Solution Abstract: Connects Gadget resources completely hosted in Salesforce CRM. Limitation: Requires Cisco Finesse 11.5 or later Requirements: Implement a client to receive notifications from Salesforce's beta version of external routing with Omni-Channel. Solution Abstract: Create a new product called SFDC Routing Adapter External - MRI Limitation: Available only in Classic mode due to Salesforce limitation. The Salesforce External Routing feature is currently in beta state (as of Salesforce Spring 18 release) 9.2 Enhancements This section lists enhancements in s. Identifier Title RNE FIN-2578 Add tooltip to the task item Requirements: If the gadgets width is too small sometimes not all information is displayed in the task item (e.g. Title of an active outbound call). To be able to get all information on a task item tooltips should be displayed to the customer on demand. Solution Abstract: Tooltips have been added to the elements which did not already have one. Limitation: n/a Bucher + Suter AG Page 26 / 30

27 Identifier Title RNE FIN-2451 FIN-3089 FIN-2929 Redundancy in Lightning: fail-over to stand-by URL if gadget cannot be loaded from primary URL As an agent I want the login form only to be hidden when necessary As a User, I would like to increase the number of search result for "Directory search" to 150 Requirements: When Connects gadget cannot be loaded from primary URL (Connects Gadget URL A), Salesforce will load the gadget from the standby URL (Connects Gadget URL B) after the time-out configured in Request Timeout Solution Abstract: The Salesforce OpenCTI API provides a feature to add a standby URL, so that after a configured timeout (Request Timeout), if the primary CTI page (Connects Gadget URL A) does not send initialization complete, Salesforce will load the page configured in reqstandbyurl (Connects Gadget URL B). These parameters can be configured in the CRM Call Center object in the "Setup" section. This feature was only available in Salesforce classic. With Salesforce Winter '18 release, this feature is now also available in Lightning. Limitation: In Lightning Experience, after you go to the standby URL your browser session continues to use that standby URL. To force the standby URL check, you must restart the browser close it and open it again. In Salesforce Classic, the standby URL check was completed only after you logged in to Salesforce, and the check wasn't repeated if you kept using the same Salesforce session. Requirements: The login form must be displayed all the time and stay open even when the agent clicks inside the gadget. The only reasons for it to be hidden are: the agent clicks on the dropdown toggle button to close the login form the agent is logged in the agent opens another dropdown of the agent bar (e.g. omni federation state menu) the agent has an active item (e.g. omni federation task) Solution Abstract: n/a Limitation: n/a Requirements: Increase the Max Number of Directory Lookup Suggestions to 150 Solution Abstract: Today the limit is 100. Change the default limit to 150. Limitation: n/a Bucher + Suter AG Page 27 / 30

28 Identifier Title RNE FIN-2729 FIN-2523 FIN-2432 As an agent, I would like to pass parameter in the create new menu with lightning Integration API: add method to send DTMF during active call Names in search results should not be linked if they belong to directory numbers Requirements: When opening a newrecord form by clicking a link of the new Record menu, it should be possible to prefill fields with CTI data, like we do it in Classic mode. Solution Abstract: Adapt the Lightning API in order to manage the prefilled information. Limitation: n/a Requirements: Integration API method to send DTMF during active call Solution Abstract: Provide an Integration API metodh to allow to send DTMF during an active call (inbound, outbound, campaign) Allow to send in the DTMF String CCX: 0-9, *, or # CCE: 0-9, *, #, or A-D Limitation: n/a Requirements: Disable the Directory Numbers open page link from the gadget search results. Solution Abstract: Identify when the telephone number is belonging to a directory number record and remove the open link. Limitation: n/a Bucher + Suter AG Page 28 / 30

29 9.3 Bug Fixes This section lists priority 1 (Critical) and 2 (Major) issues that have been resolved in b+s Connects for Salesforce 4.1 CCE/CCX Edition but that may have been open in previous releases. Identifier Title RNE FIN-2551 Call Log Duplicates Symptom: Duplicate call activity logs for a single call. One of the duplicate call activities shows 'undefined' in the field Unique ID. Conditions: Sidebar mode. Multiple browser tabs open. We can reproduce the undefined to following way: b+s Connects loaded in two browser tabs logout login After this, the user will only be logged in in one tab, in the other tab the gadget shows logged out. If this is the case, we get duplicate call log entries. Workaround: n/a Further Problem Description: n/a FIN-2693 Integration API - setagentstate: reason code in number format fires an exception Table-9: Bug fixes list Symptom: Error message: ERROR - [EXT-CRM] Exception while handling integration API request "SetAgentState": Parameter "reason" has to be a number when there's at least one not ready reason code Conditions: ConnectsIntegrationAPI.setAgentState: reason code parameter is of type NUMBER. Example: ConnectsIntegrationAPI.setAgentState(ConnectsIntegr ationapi.channel.type.voice, ConnectsIntegrationAPI.CHANNEL.STATE.NOT_REA DY, 34, function(response){}); Workaround: Use reason parameter of type STRING Further Problem Description: According to the Integration API Guide, the reason parameter must be of type NUMBER, but this results in an error Bucher + Suter AG Page 29 / 30

30 10 Acronyms Acronym ANI API b+s CC CRM CTI DNIS ECC ES GUI Description Automatic Number Identification Application Programming Interface Bucher+Suter Contact Center Customer Relationship Management Computer Telephony Integration Dialed Number Identification Service Expanded Call Context Engineering Special Graphical User Interface HTML5 HyperText Markup Language, version 5 HTTPS IE IP HyperText Transfer Protocol Secure Internet Explorer Internet Protocol IPv6 Internet Protocol version 6 IVR JSON MCAL n/a PCCE PerVar PG RegEx SFDC SHA-1, SHA-256 SSL SU UCCE UCCX UICM URL Interactive Voice Response JavaScript Object Notation MultiChannel Application Link Not Available Packaged Contact Center Enterprise Peripheral Variable Peripheral Gateway Regular Expression SalesForce.com Secure Hash Algorithm Secure Socket Layer System Update / Service Update Unified Contact Center Enterprise Unified Contact Center express Unified Intelligent Contact Management Uniform Resource Locator Table10: Acronyms Bucher + Suter AG Page 30 / 30