Release Notes

Target release	1.0.0
Target release date	10 Sep 2025
Status	COMPLETED
Epic/Task	CTI-1960
Document status	COMPLETED
Document owner	Yulmas Gulzar
Developers	Sharjeel Akram
QA	Yulmas Gulzar

Release Summary

This embedded Genesys Connector runs inside the SAP CRM, it enables agent state controls, call, chat and email controls within SAP CRM allowing agents to use the same CRM agent interface for all call,chat and email handling and transfer.

Release Limitations

An activity will created in the CRM for a non-engaged conversation.
CTI widget does not Auto-Expand automatically on incoming call and call gets rejected.
In WhatsApp chats, a new session initially shows the duration of the previously handled chat, and on ending, the duration adds up both conversations.
No Automatic record creation for No-match case.
Duplicate activities are created for the same inbound call if the agent re-joins the queue, with the first activity missing end time and duration.
Outbound call timer keeps running when customer declines the call.

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.
Genesys wrap-up notes will not be reflected in the activity but SAP CRM call notes/wrap-up will be applied to the activity.
No wrap-up and call notes for manual Outbound calls.
For Click-to-Dial calls, agents will add activities manually to ensure accurate tracking in CRM.
Agent won’t be able to initiate & answer the calls with insufficient balance in Genesys. The screen pop-up does not reflect the active chat correctly when an agent is handling multiple chats.
Browser Limitations so far include: Google Chrome’s Incognito mode (Genesys Limitation).
There's no refresh browser functionality for this release (Genesys Limitation).

Open Issues

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%20%22Ready%20for%20delivery%22%2C%20Refinement%2C%20Reopened%2C%20%22Selected%20for%20Development%22%2C%20%22To%20Do%22)%20AND%20affectedVersion%20IN%20(Genesys_SAP_1.0.0)%20ORDER%20BY%20created%20DESC

Release Tested Highlights

Tested with:

Voice (Inbound & Outbound)
Whatsapp Chat (Inbound)
Email (Inbound)
Click to Call
SAP Sales Cloud and Service Cloud (Version 2)
Genesys Version: Genesys Cloud - Version 11.62.0+3-release/11.62.0-76df5b6400e5b3ae506fe95384cf025da714e5c0

Not Tested with:

High Availability (HA).

Testing Machine Hardware Specs:

CPU	RAM	Hard Disk
8	16GB	150GB

Operating System:

Version: Red Hat Enterprise Linux release 9.4 (Plow)

Compatibility Matrix for this release is available here.