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Release Notes

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Document owner

Haseeb Tahir


Jazeb Sheraz


Haseeb Tahir

New in this Release



PhoneCallActivity in No ANI Match

In case of no match, the CTI Connector will create the PhoneCallActivity on the RINGING Event without the association of the contact. It will then pop up the Phone Call Activity in front of the agent. We have to set the value to "phonecall" in the config.js file so that in case of no match, an anonymous activity (not linked to any CRM account/contact/lead) will be created.

The Height of Toolbar is Configurable

The height of the CTI Toolbar in the MS CRM On-Premise solution can now be configured as per the user's requirements. This will be the CTI Toolbar's top margin, and the height will adjust based on the margin you set.

Additional Information

  • For no match case, in case of Consult we won’t do anything (screen pop & activity creation) regardless of the no match case configuration.

  • In case the no match configuration is set to activity creation, we will be creating activity only once, for cases like consult transfer & conference we will create an anonymous activity (it won’t be linked to any CRM entity like account/lead).

  • We will not display a pop-up screen when transferring to Agent B during a conference or consultation. Call activity for Agent B will be logged at the end of the call.

Release Limitations

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

  • For this release, the Finesse Admin Password (You'll first need to encrypt the password and then use the encrypted string here as adminPassword)

  • It is mandatory to have at least 1 custom reason code for Not Ready and 1 custom reason code for Logout.

  • Agent extension max length is 6 digits on the Login page.

  • In the case of a Consult call, On Agent B, the System will do the screen pop based on customer ANI. 

  • If the user refreshes the browser at any time while logging 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 Dynamics CRM is required to deploy CRM side configurations.

  • Leads entity can be found/accessed at sales-related apps.

  • For Online CRM, In the Contacts /Lead entity, we search for both the 'Phone'  and 'Business Phone' fields, and in the Accounts entity, we search in the 'Phone' field.

  • In ONLINE MS CRM config all entities must be lower-case in the entities priority field. Like entities: "lead,contact,account" but for On-prem must be used Uper-case with the first letter.

  • For Click to dial OB call Agent must be in Not Ready state.

  • Currently, for the Microsoft UCI Deployment, Click To Call will not work. It is a limitation of the system 

  • Selected Wrap-up and call notes will be saved in the Description box in call activity for MS CRM

  • Can't consult on a consult call (when a consult call is already in progress)

  • The call notes field will not be available on agent A during the consult call

  • The supervisor can only drop an agent from the Brage in call. He cannot drop a CTI Route Point, IVR Port, or a caller.

  • "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 20s and above for HA.

  • Two call activities will be created for Agent A  in MSCRM when direct transfer on Agent B in HA.

  • Other HA-related Limitations are available here.

Open Issues

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Release Tested Highlights

Tested with:

  • UCCE 12.6, UCCX 12.5.1

  • Microsoft Dynamics CRM (cloud) CIF 1.0 & 2.0

  • Microsoft Dynamics CRM On-Premise (UCI & Classic UI)

  • Stand-alone CTI Toolbar

Testing Machine Hardware Specs:



Hard Disk




Operating System:

Windows 2012 R2 standard (x64) 

Compatibility Matrix for this release is available here.

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