Release Notes

Release Limitations

• Click to chat and click to email is not available for this release.

• The CRM screen pop does not update when agents end conversations individually during multi-conversation handling.

• The refresh functionality is not supported in this version.

• Email conversation activity will not be logged in the Lead entity of Zoho CRM.

Important Notes

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

• Administrative access to server machines is required to install EF Connector.

• 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.

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

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

• The screen pop-up does not reflect the active chat correctly when an agent is handling multiple chats.

• The conversation activity will be created for unanswered conversations due to activity creation during ringing state.

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

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

Tested with:

• Zoho CRM

• Click to Call 📞

• The following Genesys CC channels:

  • WhatsApp Chat📱

  • Email ✉

  • Voice ✆ (Inbound & Outbound)

Not Tested with:

• Supervisor Controls

• High Availability (HA)

Compatibility Matrix for this release is available here.