Release Notes

Release Summary

This is a major release that includes the  Agent & Supervisor features, SSO-enabled login along with High Availability features.

Features

CTI Call Controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. Using the communication toolbar, the agent can perform the following actions,

• Accept an incoming call
• Hold/Resume/End call
• Consultative or blind call transfer to extensions
• Conference call
• Call wrap-up

Agent State Controls

The embedded CTI toolbar within Microsoft Unified Service Desk allows agents to manage their states. The following state controls are supported,

• Login - The agent can be Login to CTI by providing their credentials.
• Logout - The agent will need to explicitly logout from the CTI toolbar by providing the Logout Reason Code 
• Ready / Not Ready - The agent may change the availability status to “Ready” to receive contact center calls or change it to any of the “Not Ready” states for a break.

Caller Information Popup on Call Arrival (Screen-Pop)

The caller information is displayed on the MS CRM Web Page as soon as the call arrives. If multiple contacts match the connector shows all those contacts for you to choose from

Search by Multiple fields

The customer’s ANI is searched against multiple Phone fields which can be configured on the CRM side against the respective (Leads, Accounts, Contacts) entity. 

Search in Leads, Accounts, and Contacts

An incoming call phone number is searched in Leads, Accounts, and contacts. First, second and third priorities can be set. For example, if the priority is Leads → Accounts → Contacts, It first searches into the ‘Leads’ entity and the resulting record is popped up. If the customer record does not match ‘Leads’, it searches into the ‘Accounts’ entity and finally into contacts, if no record is matched in the account.

No ANI Match

In the case, the customer record is not available in either of the leads, accounts, and contacts table, the "New Leads" page should be popped up in front of an agent (configurable). The phone call activity is not logged in this case.

Multiple matches

In the case of multiple matches, a list of all the matched records of the respective entity is shown in the drop-down list in alphabetical order. The first record in the list will automatically pop up, however, the agent can also manually select the customer record from the dropdown list and that customer profile will pop up.

Outbound Campaign 

All Cisco Campaigns are supported 

• Predictive 
• Progressive
• Preview

Supervisor Specific Features 

Javascript CTI Toolbar deals with Supervisor Features like Team Performance and Queue Stats as well. 

Team Performance 

In the Team Performance gadget, you can view the details of the team that is selected by default in the Team Name drop-down. A list of agents for the selected team, their current state, time in the state, and extension appears. You can click the headers of the columns to sort by Agent Name, State, Time in State, or Extension.  You can also search the agent via the search box. 

• Change the State of the Agent: You can use the Team Performance gadget to force an agent into a Ready, Not ready (supervisor initiated) state &  to sign out an agent.
• Monitor a Call: The supervisor must be in a Not Ready state to monitor an agent. You can only monitor one agent at a time. To monitor another agent, you must end the silent monitoring call and then select a new agent.
• Barge In on a Call: The Barge In feature allows you to join a call between an agent and a caller. You can only barge in on a call that you are silently monitoring.
• Intercept a Call: After you barge into a call between an agent and a caller, you can intercept the call by dropping the agent from the call. You can also use this feature to drop a participant from any conference call in which you are a participant.

Queue Stats 

The Queue Statistics gadget displays a list of the queues for which the agent and supervisor are responsible. You can click the column headers to sort the information in ascending or descending order.

The Queue Statistics gadget provides the following columns:

• Queue Name: The name of the queue

• Busy: The number of inbound calls & outbound calls that are dialed via the extension (not queue DN)
• Logged In: The number of agents that are logged in

• # Calls: The number of calls waiting in the queue

• Max Time: The length of time the oldest call has been in the queue

• Ready: The number of agents assigned to the queue who are in the Ready state

• Not Ready: The number of agents assigned to the queue who are in the Not Ready state

• Active

  • In: The number of agents assigned to the queue who are on inbound calls

  • Out: The number of agents assigned to the queue who are on outbound calls

  • Other: The number of agents assigned to the queue who are on internal consult calls

• Wrap Up

  • Ready (Pending): The number of agents assigned to the queue who will transition to the Ready state when wrap-up ends.

  • Not Ready (Pending): The number of agents assigned to the queue who will transition to the Not Ready state when wrap-up ends.

SSO Login

An agent can be logged in by entering agent credentials and then pressing the ‘Login’ button from the login screen. Users can provide the agentID or the loginName for login. There is support for an SSO user in our solution, for an SSO user, the user needs to click the toggle for "Single Sign On" placed just below the extension field.

High Availability 

For High availability at the time of connection disconnect, we ping the same node in order to confirm if it's not accessible, in case it is accessible we stop the failover process. If it isn't up then we ping the alternate node, to see if it's up. In case the alternate node is up it will move to the alternate node otherwise, it will keep checking which node is up until an accessible node is detected. The process takes roughly 2-3 minutes (the majority of which is consumed in detecting the connection is disconnected) to switch the connection to the alternate server node. 

NOTE

After the active finesse went down. The library used in JS CTI retries 3 times, after that, it will show the XMPP disconnection error. After that XMPP disconnection, it will take 2-3 mins to make a connection with available active finesse.

Open Issues

Key	Summary	T	Created	Updated	Due	Assignee	Reporter	P	Status	Resolution
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Release Test Highlights

Tested with:

• This Release was tested with UCCE 12.0, UCCE 12.6, UCCX 12.0 & UCCX 12.5
• This Release was tested with High Availability (HA) using UCCE 12.0, UCCE 12.6 & UCCX 12.0

Compatibility Matrix

ServiceNow Compatibility:

Build name: Tokyo
Build tag: glide-tokyo-07-08-2022__patch1-09-01-2022

Recommended Browser: Google Chrome

 Release Limitations

• Do not log in to the same agent on different browsers or different machines.
• 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. 
• 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"

• For Click to dial OB call Agent must be in the Not Ready state.
• Currently, for the Microsoft UCI Deployment, Click To Call will not work. Its a limitation of the system 
• Selected Wrap-up and call notes will be saved in the Description box in call activity for MS CRM
• Call duration will not visible 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.
• 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 the 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.