Release Notes
Target release | 3.0 |
|---|---|
Status | COMPLETED |
Epic/Task | MCC-310 |
Document status | COMPLETED |
Developers | Saqib Sana |
QA | Hassan Sohail |
Release Summary
This release includes Agent & Supervisor features, SSO-enabled login, and High Availability features.
Release Features
Open Issues
Release Test Highlights
Tested with:
This Release was tested with UCCE 12.0, UCCE 12.6, UCCX 12.0 & UCCX 12.5
This Release was tested with High Availability (HA) using UCCE 12.0, UCCE 12.6 & UCCX 12.0
ServiceNow CRM
Compatibility Matrix
Browser Compatibility | ||
Browser | Version | Compatibility |
Google Chrome | 106.0.5249.119 (64-bit) | COMPATIBLE |
Firefox | 109.0 (64-bit) | COMPATIBLE |
ServiceNow Compatibility:
Build name: Tokyo
Build tag: glide-tokyo-07-08-2022__patch1-09-01-2022
Recommended Browser: Google Chrome
Release Limitations
Do not log in to the same agent on different browsers or different machines.
It is mandatory to have at least 1 custom reason code for Not Ready and 1 custom reason code for Logout.
In the case of a Consult call, On Agent B, System will do the screen pop based on customer ANI.
If the user refreshes the browser at any time while login on to CTI Connector, Once the browser, comes back after refresh it will reconnect and resume the current state of the call.
VPN connection/WebEx/TeamViewer is required to connect to the customer’s environment.
Remote access via RDP or similar is required to do installation and configuration of EF Server.
Administrative access to server machines is required to install EF Connector.
Admin access to ServiceNow CRM is required to deploy CRM side configurations.
Leads entity can be found/accessed at sales-related apps.
For Click to dial OB call Agent must be in the Not Ready state.
Selected Wrap-up, call notes and Phone Number will be saved in the “Recording URL” field in call activity.
Call duration will not visible in call activity.
Can't consult on a consult call (when a consult call is already in progress)
Supervisors can only drop an agent from the Brage-In call. He cannot drop a CTI Route Point, IVR Port, or a caller.
The "disableEndCallBtn" configuration will always remain "false" for the CTI toolbar.
In the HA process, it will take at least 3-4 minutes to connect CTI with the secondary server.
It is mandatory to have a Primary and a Secondary Node/server for HA.
The agent state after fail-over becomes Not Ready - Connection failure.
The queue stats feature is only available for CCE/PCCE
Queue Stats update time must be the 20s and above for HA.
Two call activities will be created for Agent A in CRM when direct transfer on Agent B in HA.
Other HA-related Limitations are available here.