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Release Notes

Target Release

3.1

Target Release Date

Released Features

Feature

Description

Phonebook Implementation

Agents can manually input numbers and make calls using the Phonebook Dialpad.

  • Viewing Contacts: Agents can select a list of contacts from the dropdown menu to view multiple contacts.

  • Searching Contacts: The search bar allows agents to quickly find specific contacts by name or other details.

    • Interacting with Contacts

Make Warp-up State Optional

If wrap-up is optional on the cisco configuration for the specified agent then in agent states dropdown wrap-up option will appear and agent can select it during the call if he wants to go on wrap-up state after the call. (in UCCE only)

Call Activity Logged for NoMatch ANI

When a call arrives on the logged-in agent, an Anonymous Account/Contact will pop up. This contact/account/lead will be saved with the name 'Anonymous' with the caller's number, and a call activity will be recorded for that anonymous contact at the end of the call.

Open Issues

https://expertflow-docs.atlassian.net/issues/?jql=project%20%3D%20%22CTI%22%0AAND%20parent%20%3D%20CTI-426%0AAND%20type%20IN%20(Bug%2C%20%22Story%20Bug%22)%0AAND%20assignee%20%3D%20712020%3Aa5202456-f1fe-4b83-824a-f2099719eb26%0AORDER%20BY%20created%20DESC

Release Test Highlights

check mark Tested With

cross mark Not Tested With:

UCCE 12.6 & UCCX 12.5.1

High Availability (HA)

ServiceNow CRM

Cisco SSO Agent

CTI Refresh Functionality

Cisco Mobile Agent

Agent & Supervisor capabilities


ServiceNow Compatibility

Build name: Tokyo
Build tag: glide-washingtondc-12-20-2023__patch4-hotfix1a-07-01-2024

Recommended Browser: Google Chrome

Testing Machine Hardware Specs

CPU

RAM

Hard Disk

4

8GB

60GB

Operating System

Windows 2012 R2 standard (x64) 

Compatibility Matrix for this release is available here.

Important Notes

  • Do not log in to the same agent on different browsers or different machines.

  • 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.


 Limitations

  • 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. 

  • Selected Wrap-up, call notes and Phone Number will be saved in the “Additional Information” field 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.

  • The queue stats feature is only available for CCE/PCCE