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Release Notes

Target release

1.0

Target release date

Status

COMPLETED

Epic/Task

CTI-1748

Document status

COMPLETED

Document owner

Haseeb Tahir

Developers

Sharjeel Akram

QA

Haseeb Tahir

Release Summary

Voice bridge that connects Genesys Cloud with Microsoft Dynamics for CTI call controls and transfer of data.

Release Limitations

  • Phone number will not masked on the Contact list page.

  • The call notes applied during wrap-up state will not reflected in the phone call activity.

  • Click To Call will not work for the Microsoft UCI Deployment currently.

Important Notes

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

  • Admin access to CRM is required to deploy CRM side configurations.

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

  • VPN connection/WebEx/TeamViewer is required to connect to the customer’s environment.

  • No wrap-up and call notes for manual OB calls.

  • Outbound calls can only be initiated on registered phone numbers.

  • Agent won’t be able to initiate & answer the calls with insufficient balance in Genesys.  

  • Browser Limitations so far include: Google Chrome’s Incognito mode (Genesys Limitation).

  • There's no refresh browser functionality for this release (Genesys Limitation).

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

  • The Hold call will gets resume from pickup call button during consult and conference call.

Open Issues in Release

https://expertflow-docs.atlassian.net/issues/?jql=project%20in%20(CTI)%20and%20type%20in%20(Bug%2C%20%22Story%20Bug%22)%20and%20status%20in%20(Backlog%2C%20Delivery%2C%20Dev-Ready%2C%20Discovery%2C%20Drafting%2C%20%22Embed%20or%20Popup%20HTTP%20Gadget%20in%20EFCX%22%2C%20Impact%2C%20%22In%20Progress%22%2C%20%22In%20Review%22%2C%20In-Progress%2C%20In-QA%2C%20In-Review%2C%20Marketing%2C%20On-hold%2C%20Open%2C%20%22Parking%20lot%22%2C%20Planning%2C%20QA-Ready%2C%20Re-opened%2C%20Refinement%2C%20Reopened%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20and%20component%20in%20(Genesys)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with:

  • Microsoft Dynamics 365 Version 2104 (9.1.2.2) (DB 9.1.2.2) on-premises CRM

  • Voice (Inbound & Outbound)

  • Click to Call

  • Phone Number Masking

Not Tested with:

  • High Availability (HA)

Testing Machine Hardware Specs

CPU

RAM

Hard Disk

4

16GB

150GB

Web Browser(s)

  1. Google Chrome - Version 138.0.7204.158 (Official Build) (64-bit)

  2. Firefox - Version 141.0 (32-bit)

Operating system

  • Ubuntu 22.04.4 LTS - (GNU/Linux 5.15.0-119-generic x86_64)

Compatibility Matrix for this release is available here.

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