Release Notes
Target release | 3.1 |
|---|---|
Target release date |
|
Status | COMPLETED |
Epic/Task | MCC-778 |
Document status | COMPLETED |
Document owner | Haseeb Tahir |
Developers | Sharjeel Akram |
QA (MS CRM On-premise) | Haseeb Tahir |
QA (MS CRM Online) | Yulmas Gulzar |
New in this Release
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/Lead 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. |
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
Release Tested Highlights
Tested with:
Cisco Finesse: UCCX 12.5.1, UCCE 12.6
Microsoft Dynamics CRM On-Premise Solution
Microsoft Dynamics CRM Online Solution (UCCE 12.6 only)
Stand-alone CTI Toolbar
Refresh Functionality
Not Tested with:
High Availibility (HA)
Cisco SSO Agent
Cisco Mobile Agent
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.