Release Notes
Target release | 3.1 |
|---|---|
Target release date |
|
Status | COMPLETED |
Epic/Task | CTI-357 |
Document status | COMPLETED |
Developers | Sharjeel Akram |
QA | Haseeb Tahir |
Release Features
Feature | Description |
|---|---|
Phonebook Implementation | Agents can manually input numbers and make calls using the Phonebook dialpad.
|
Make Warp-up State Optional | If wrapup is optional on the cisco configuration for the specified agent then in agent states dropdown wrapup option will appear and agent can select it during the call if he wants to go on wrapup 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
Release Test Highlights
Tested with:
UCCE 12.6 & UCCX 12.5.1
ServiceNow CRM
CTI Refresh Functionality
Agent & Supervisor capabilities
Not Tested with:
High Availibility (HA)
Cisco SSO Agent
Cisco Mobile Agent
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.
Release 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
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.