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© Bucher + Suter AG
b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition
Release Notes
Doc Revision: 1
Document Classification:
Bucher + Suter AG
Arastrasse 6
CH-3048 Worblaufen
www.bucher-suter.ch
Phone +41 31 917 52 00
Fax +41 31 917 52 50
Email [email protected]
Release Notes b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition Document Classification: PUBLIC
2018-03-26 © Bucher + Suter AG Page 2 / 20
Table of Contents
1 Introduction .......................................................................................................................................... 4
1.1 Audience ....................................................................................................................................... 4
1.2 Classification ................................................................................................................................. 4
1.3 Related Documentation ................................................................................................................ 4
1.4 Notation ......................................................................................................................................... 5
2 Supported Features ............................................................................................................................. 6
3 Unsupported Features & Limitations ................................................................................................ 7
4 Compatibility ........................................................................................................................................ 8
4.1 Operating System Software .......................................................................................................... 8
4.2 Cisco Contact Center Software .................................................................................................... 8
4.3 Cisco IP Phone ............................................................................................................................. 8
4.4 Additional b+s Software ................................................................................................................ 8
4.5 Microsoft Dynamics CRM ............................................................................................................. 8
4.6 Supported Browsers ..................................................................................................................... 9
4.7 Supported Deployment Models .................................................................................................... 9
5 Host System Performance Requirements ......................................................................................... 9
6 Installation Information ..................................................................................................................... 10
6.1 Component Overview ................................................................................................................. 10
6.2 Component Versioning ............................................................................................................... 11
6.2.1 Basic Installation ......................................................................................................... 11
6.2.2 Media Add-on .............................................................................................................. 11
6.3 New and Changed Configuration Keys ...................................................................................... 12
6.4 Upgrade from 3.2 to b+s Connects for Microsoft Dynamics CRM 4.0.0 .................................... 13
7 Important Notes ................................................................................................................................. 14
7.1 Call Log in MS Dynamics CRM .................................................................................................. 14
7.1.1 Automatic Assignment of Call Log .............................................................................. 14
7.1.2 Wrap-up Reason in Call Log ....................................................................................... 14
7.1.3 Call Duration in Call Log ............................................................................................. 14
7.2 Limitation on Changing Saved Credentials ................................................................................ 14
7.3 Support of 89xx and 99xx phones .............................................................................................. 14
7.4 Required settings for the Internet Explorer ................................................................................. 15
7.4.1 Add the Finesse servers to the list of trusted sites ..................................................... 15
7.4.2 Disable default setting to use compatibility mode for all Intranet pages..................... 15
8 Open Source Software ...................................................................................................................... 15
9 New Features, Improvements and Bug-Fixes ................................................................................ 16
9.1 New Features ............................................................................................................................. 16
9.2 Improvements ............................................................................................................................. 17
9.3 Bug-Fixes .................................................................................................................................... 18
10 Acronyms ........................................................................................................................................... 20
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Tables
Table 1: Classification ................................................................................................................................... 4 Table 2: Related Documentation .................................................................................................................. 4 Table 3: Notation .......................................................................................................................................... 5 Table 4: Component versioning of b+s Agent Adapter .............................................................................. 11 Table 5: Component versioning of b+s Microsoft Dynamics Routing Adapter ........................................... 12 Table 6: Removed configuration keys – Voice Solution ............................................................................. 12 Table 7: New configuration keys – Voice Solution ..................................................................................... 13 Table 8: New Feature list ............................................................................................................................ 16 Table 9: Improvements list.......................................................................................................................... 17 Table 10: Bug fixes list ................................................................................................................................ 19 Table 11: Acronyms .................................................................................................................................... 20
Figures
Figure 1: Component overview ................................................................................................................... 10
Documentation Revision History
This documentation revision history lists all changes that were made to this document sorted by document revision.
Doc Revision: 1 – published on 2018-02-26
First document revision corresponding to b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition.
Release Notes b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition Document Classification: PUBLIC
2018-03-26 © Bucher + Suter AG Page 4 / 20
1 Introduction
This document describes b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition.
It contains information about the following topics:
New features and bug fixes
Supported Features
Unsupported features and limitations
Compatibility and support specification
Component versioning and migration paths for upgrades
Important notes that require special attention
1.1 Audience
This document is geared toward people who intend to deploy b+s Connects for Microsoft Dynamics CRM. It is assumed that the reader of this document is already familiar with basic contact center terms, contact center operations and management, Cisco customer contact solutions and Microsoft’s Dynamics CRM solution.
1.2 Classification
Level Persons Authorized for Access
PUBLIC n/a
Table 1: Classification
1.3 Related Documentation
Ref Document
[1] ConnectsMSDynamicsCRM_OpenSource_4-0_Rev1.pdf
(b+s Connects for Microsoft Dynamics CRM 4.0 Open Source)
[2] ConnectsMSDynamicsCRM_DeploymentGuide_4-0_Rev1.pdf
(b+s Connects for Microsoft Dynamics CRM 4.0 Deployment Guide)
[3] ConnectsMSDynamicsCRM_InstallationConfigurationGuide_4-0_Rev1.pdf
(b+s Connects for Microsoft Dynamics CRM 4.0 Installation and Configuration Guide)
[4] ConnectsMSDynamicsCRM_InstallationConfigurationGuide_MediaAddon_4-0_Rev1.pdf
(b+s Connects for Microsoft Dynamics CRM 4.0 Media Add-on Installation and Configuration Guide)
[5] ConnectsMSDynamicsCRM_TroubleshootingGuide_4-0_Rev1.pdf
(b+s Connects for Microsoft Dynamics CRM 4.0 Troubleshooting Guide)
[6] ConnectsMSDynamicsCRM_IntegrationAPI_4-0_Rev1.pdf
(b+s Connects for Microsoft Dynamics CRM 4.0 Integration API)
Table 2: Related Documentation
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1.4 Notation
The following notation rules are used in descriptions of definitions and entries:
Notation Description
Courier New Configuration fields, values and code samples are written in courier new.
Italic Names of related documentation and referred chapters are italic.
Bold Notes and important states are bold.
| Separation between multiple steps.
Table 3: Notation
Examples
Field Name The name of the configuration field. For example: Owner
Document [1] The name of the document followed by its reference number.
Note: A special note to complement a statement in the document.
Click Settings | My Profile Separation between the two steps. First click on Settings then on My Profile.
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2 Supported Features
This section lists features that are supported in b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition.
General o Unified Contact Center Enterprise (UCCE) o Packaged Contact Center Enterprise (PCCE) o Unified Contact Center Express (UCCX) o Agent Auto Login o Agent State Control o Not Ready Reason codes (in alphabetic order) o Logout Reason codes (in alphabetic order) o Encryption and security via HTTPS/SSL o ECC Variables o Language support for English, German, French and custom languages o Connects Integration API
Voice channel
o Call control o Automatic call wrap-up o Optional call wrap-up (Cisco Finesse 10.5 or later) o Wrap-up codes o Consult call (warm) transfer o Single-step (blind) call transfer (CCE only) o Configure the visibility of the single-step (blind) call transfer button o Configure the visibility of the conference button o Cisco Mobile Agent (CCE only) o Consult conference call
o Configurable on-call lookups of any records in MS Dynamics CRM o Configurable phonebook lookups in MS Dynamics CRM data to initiate calls
o Display CCE/CCX Call Variables on incoming call o Click-to-Dial
o Edit number on Click-to-Dial o Create MS Dynamics CRM Phone Call Activities for completed calls
o Cisco Outbound Option Predictive, Progressive, Preview and Direct Preview Dialing (Preview
mode not available in CCX) Call classification on Direct Preview
o Send DTMF on active calls for IVR o Multi-line support (Cisco Finesse 10.5 or later. For limitations see Cisco
Finesse 10.5 Release Notes) o Extension Mobility (Cisco Finesse 10.5 or later. For limitations see Cisco
Finesse 10.5 Release Notes)
Media Add-on (CCE only, separate installation package) o Universal Queue o Route MS Dynamics CRM E-mail activities o Task control:
Accept and reject of an offered E-mail (Reject button can be disabled in configuration)
Pause / Resume End
o Display CCE call variables on incoming E-mails o Automatic E-mail popup o Automatic reassign of routed E-mail to the agent when agent accepts the E-
mail o Multiple E-Mail Handling on agent side o Automatic pause task on incoming call
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Microsoft Dynamics CRM o Microsoft Dynamics CRM 2013 Service Pack 1 Update Rollup #5 on-premises o Microsoft Dynamics CRM 2015 Update 0.3 on-premises o Microsoft Dynamics 365 Update 2.2 (2016) on-premises o Microsoft Dynamics CRM 365 online o Microsoft Dynamics CRM Web client only
3 Unsupported Features & Limitations
This section lists features that are currently not supported in b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition.
General
o Unified Intelligent Contact Management (UICM) o IPv6
Voice channel o Ability for agent to select Wrap-Up Reason Code after a
transfer/conference/outbound option call, because of missing call object. Unsupported due to CCE/CCX limitation
o All calls are displayed as incoming calls after CTI or PG failover (CCE limitation)
o Call Data can be missing after CTI or PG failover o No search-and-screen-pop for conference calls o The characters '#' and '*' are not allowed within Make Call number string
Media Add-on (separate installation package)
o No high-availability for routing process o Multiple Agent PG’s not supported o No wrap-up o E-mail rerouting or transfer
UCCX o Single-step (blind) call transfer o Cisco Mobile Agent o CCX Cisco Outbound Option Preview mode (CCX limitation) o Email Routing Add-on
Microsoft Dynamics CRM o Microsoft Dynamics CRM Web client only.
Other clients not supported, e.g. Microsoft Dynamics CRM for Microsoft Office Outlook Microsoft Dynamics CRM for Microsoft Office Outlook with Offline
Access Mobile Express for Microsoft Dynamics CRM Unified Service Desk - USD (CCA for CRM 2013 - 2016) Unified Interface (for example “Customer Service Hub” or “Sales Hub”)
o In previous versions of CRM1, if the amount of icons in the ribbon bar is exactly
5, the B+S Connects for Microsoft Dynamics button is not displayed.
1 Previous to: CRM 2013 SP1 UR5, CRM 2015 Update 1.2, CRM 365 on prem (CRM 2016) Update 2.2,
CRM 365 online Update 2.2
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4 Compatibility
4.1 Operating System Software
Voice only:
n/a
With E-Mail Routing Add-on (Voice and media):
Windows 2012 R2. Only the English version of the operating system is supported.
4.2 Cisco Contact Center Software
Cisco UCCE/PCCE 9.0 with Cisco Finesse 10.5(1) ES6 or 11.0(1) ES1 or ES5 or newer
Cisco UCCE/PCCE 10.0 with Cisco Finesse, 10.5(1) ES6 or 11.0(1) ES1 or ES5 or newer
Cisco UCCE/PCCE 10.5 with Cisco Finesse 10.5(1) ES6 or 11.0(1) ES1 or ES5 or newer
Cisco UCCE/PCCE 11.0 with Cisco Finesse 11.0(1) ES1 or ES5 or newer
Cisco UCCE/PCCE 11.5 with Cisco Finesse 11.5(1) or 11.6(1)
Cisco UCCE/PCCE 11.6 with Cisco Finesse 11.6(1)
Cisco UCCX 10.0 with Cisco Finesse
Cisco UCCX 10.5(1) with Cisco Finesse
Cisco UCCX 10.6 SU1 ES02 with Cisco Finesse
Cisco UCCX 10.6 SU2 with Cisco Finesse
Cisco UCCX 11.0(1) ES01 with Cisco Finesse
Cisco UCCX 11.5(1) with Cisco Finesse
Cisco UCCX 11.6(1) with Cisco Finesse
4.3 Cisco IP Phone
For supported Cisco IP Phones please refer to the official compatibility statement of Cisco Systems Inc. which is accessible from:
Compatibility Matrix for Unified CCE: http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE
Compatibility Matrix for Unified CCX: http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX
Release Notes for Cisco Finesse: http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-release-notes-list.html
4.4 Additional b+s Software
Voice only:
n/a
With E-Mail Routing Add-on (Voice and media):
b+s MCAL 2.4.1
4.5 Microsoft Dynamics CRM
Microsoft Dynamics CRM 2013 SP1 UR5 On-Premises
Microsoft Dynamics CRM 2015 Update 1.2 On-Premises
Microsoft Dynamics CRM 365 (CRM 2016) Update 2.2 SP2 On-Premises
Microsoft Dynamics CRM 365 Online Update 2.2
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4.6 Supported Browsers
Internet Explorer 11
Microsoft Edge
Google Chrome 64 or later
Mozilla Firefox 58 or later
Note for Internet Explorer
The Internet Explorer compatibility view is not supported.
Note for all browser
UCCE:
Cisco Finesse 10.5: only supported with Cisco Finesse 10.5 ES6 or newer
Cisco Finesse 11.0: only supported with Cisco Finesse 11.0(1) ES1 or ES5
UCCX:
Cisco UCCX 10.6: only supported with Cisco UCCX 10.6 SU1 ES02
Cisco UCCX 11.0: only supported with Cisco UCCX 11.0(1) ES01 or ES5
4.7 Supported Deployment Models
Voice only:
Redundant Finesse deployment
Simplex Finesse deployment (non-production environments only)
With E-Mail Routing Add-on (Voice and media):
Simplex deployment of Agent Adapter, MS Dynamics Routing Adapter and b+s MCAL
Cold-standby deployment of Agent Adapter and MS Dynamics Routing Adapter
Redundant deployment for b+s MCAL
5 Host System Performance Requirements
Voice only:
n/a
With E-Mail Routing Add-on (Voice and media):
See b+s Connects for Microsoft Dynamics CRM 4.0.0 Deployment Guide [2] for requirements of the server components needed for mail routing.
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6 Installation Information
For a detailed description of b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition base installation please refer the latest b+s Connects for Microsoft Dynamics CRM 4.0.0 Installation and Configuration Guide [3].
For a detailed description of the b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition Media Add-on installation please refer to the information within the latest b+s Connects for Microsoft Dynamics CRM 4.0.0 Media Add-on Deployment Guide [4].
6.1 Component Overview
The following picture provides a quick overview of the unchanged, changed and new components since release 4.0.0.
b+s Connects for MS Dynamics V 4.0.0
Basic Installation Media Add-on
Main Dynamics CRM Solution
Connects for Cisco Contact Center
V 4.0.0.0
Add-on Dynamics CRM Solution
Connects for Cisco Contact Center - Media Add-on
V 4.0.0.0
Server Application
AgentAdapter
V 2.3.0
Server Application
MSDynamics RoutingAdapter
V 1.2.0
Legend:
Changed components
Version x.x.x.x
Unchanged components
Version x.x.x.x
New components
Version x.x.x.x
Finesse server 3rd
party gadget
Finesse hosted web application
Connects Finesse Gadget
V 4.0.0
b+s MCAL
Server Application
MCAL
V 2.4.1
Server Application
MediaManager
V 2.4.1
Figure 1: Component overview
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6.2 Component Versioning
6.2.1 Basic Installation
- Connects for Cisco Contact Center (Main Dynamics CRM solution)
Version 4.0.0.0 (ConnectsforCiscoContactCenter(2013-2016)_4_0_0_0_managed.zip)
- Connects Finesse Gadget (Finesse hosted web application)
Version 4.0.0.0 (ConnectsforCiscoContactCenter_V_4_0_0_0_finesse.zip)
6.2.2 Media Add-on
- Connects for Cisco Contact Center – Media Add-on (Add-on Dynamics CRM solution)
Version 4.0.0.0 (ConnectsforCiscoContactCenterMediaAddon(2013-2016)_4_0_0_0_managed.zip)
- b+s MCAL
Version 2.4.1 or later
- b+s Agent Adapter
Component Version
AgentAdapter.exe 2.3.0.68813
GadgetGate.dll 2.2.0.68855
AgentAdapterCore.dll 4.0.0.68435
BsConnector.dll 4.5.0.67891
BsMCAConnector.dll 4.5.0.67893
BsMCAModel.dll 4.5.0.67882
BsMCALClientV5.dll 4.5.1.68376
MCALGate.dll 2.2.0.69028
MediaRoutingGate.dll 2.2.0.68435
RoutingAdapterCore.dll 3.1.0.67911
BsLib.dll 4.5.0.67880
BsLogger.dll 4.5.0.67884
BsLogModel.dll 4.5.0.67881
BsFileLogger.dll 4.5.0.67888
BsRtFeedModel.dll 4.5.0.68032
Table 4: Component versioning of b+s Agent Adapter
- b+s Microsoft Dynamics Routing Adapter
Component Version
MSDynamicsRoutingAdapter.exe 1.2 (70763)
BsConnector.dll 4.5 (67891)
BsConsoleLogger.dll 4.5 (67887)
BsFileLogger.dll 4.5 (67888)
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Component Version
BsLib.dll 4.5 (67880)
BsLogger.dll 4.5 (67884)
BsLogModel.dll 4.5 (67881)
BsMCAConnector.dll 4.5 (67893)
BsMCALClientV5.dll 4.5.1 (68376)
BsMCAModel.dll 4.5 (67882)
BsWindowsEventLogger.dll 4.5 (67889)
MCALGate.dll 2.2 (68435)
MediaRoutingGate.dll 2.2 (68435)
Microsoft.Crm.Sdk.Proxy.dll 8.1.0.240
Microsoft.Xrm.Sdk.dll 8.1.0.235
MSDynamicsRoutingGate.dll 3.0 (70625)
MSDynamicsRoutingInterface.dll 3.0 (70625)
RoutingAdapterCore.dll 3.1 (70575)
Table 5: Component versioning of b+s Microsoft Dynamics Routing Adapter
6.3 New and Changed Configuration Keys
Refer to the latest b+s Connects for Microsoft Dynamics CRM 4.0.0 Installation and Configuration Guide [3] and b+s Connects for Microsoft Dynamics CRM 4.0.0 Media Add-on Installation and Configuration Guide [4] for detailed information about all product configuration keys.
Removed Configuration Keys
b+s Connects for Microsoft Dynamics – Voice solution
Section Field Comment
Environment Integration hooks URL
Table 6: Removed configuration keys – Voice Solution
b+s Connects for Microsoft Dynamics – Media solution
None.
b+s Microsoft Dynamics Routing Adapter
None.
Deprecated Configuration Keys
None.
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New Configuration Keys
b+s Connects for Microsoft Dynamics – Voice solution
Section Field
Voice Disable End Call On Hold
Integration API Options Top Toolbar URL
Integration API Options Top Toolbar Height
Integration API Options Bottom Toolbar URL
Integration API Options Bottom Toolbar Height
Integration API Options Component [1-2] – Identifier
Integration API Options Component [1-2] - Settings
Table 7: New configuration keys – Voice Solution
b+s Connects for Microsoft Dynamics – Media solution
None.
Updated Configuration Keys
None.
6.4 Upgrade from 3.2 to b+s Connects for Microsoft Dynamics CRM 4.0.0
You can update an existing b+s Connects for Microsoft Dynamics CRM 3.2.x to 4.0.0
For a detailed description of the upgrade please refer to the information within the latest b+s Connects for Microsoft Dynamics CRM 4.0.0 Installation and Configuration Guide [3].
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7 Important Notes
7.1 Call Log in MS Dynamics CRM
Incoming and outgoing answered voice calls are automatically logged as MS Dynamics Phone Call Activities (if configured).
Internal calls, consultation calls and conference calls are not logged.
7.1.1 Automatic Assignment of Call Log
Phone Call Activities are automatically assigned to the current CRM user as their owner.
If the search result of the call (as configured in the CRM Lookup Layout settings) finds
only one account, contact, lead or user, the dialog partner (=Sender or Recipient)
field is automatically set to this item.
If the search result of the call (as configured in the CRM Lookup Layout settings) finds only one account, campaign, campaign activity, case, contact, contract, invoice, lead,
opportunity, order, quick campaign or quote, the Regarding field is automatically set to
this item.
If a number was dialed with the click-to-dial feature, the dialog partner or regarding of the call log entry is set to the item attached to phone number that was clicked.
7.1.2 Wrap-up Reason in Call Log
If a wrap-up reason is selected, the reason is saved in the additional field Wrapup Reason at
the end of the call. If user logs out of the Connects Finesse Gadget when the call ends, the wrap-up reason is not updated.
Note: This additional field is per default not visible.
7.1.3 Call Duration in Call Log
The call duration is saved in the field Duration at the end of a call. If user logs out of the Connects Finesse Gadget or the Connects Finesse Gadget is not active when the call ends, the duration is not updated. The duration starts counting when the call is answered and it counts until the call wrap-up is finished.
7.2 Limitation on Changing Saved Credentials
If the saved credentials of an agent (Agent ID, Agent Extension, Agent Password, etc.) in Personal Information of the current CRM user are changed while the agent is still logged in, error messages will appear in the Connects Finesse Gadget after the next page reload.
The agent must then log out of CRM to clear the issue.
7.3 Support of 89xx and 99xx phones
89xx and 99xx series phones are supported with the following caveats:
The phones must be configured with only a single line (these phones are not supported if multiple lines are configured).
Maximum Number of Calls must be set to 2
Busy Trigger must be set to 1
For more information please check Cisco Finesse Release Notes (http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-release-notes-list.html)
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7.4 Required settings for the Internet Explorer
7.4.1 Add the Finesse servers to the list of trusted sites
Because Internet Explorer gives lower level of trust to IFRAME pages (IE calls this "third-party" content), the Internet Explorer does not trust the Connects Finesse Gadget web application loaded from the Finesse servers and does not allow it write cookies.
If the Connects Finesse Gadget cannot write cookies, there will be some problems when the page is reloaded, i.e. the login window appears each time when the page is reloaded.
7.4.2 Disable default setting to use compatibility mode for all Intranet pages
The compatibility mode of Internet Explorer is not supported for the usage with b+s Connects for MS Dynamics CRM.
Internet Explorer by default uses the compatibility mode for all Intranet pages. This setting must be disabled to avoid that the Connects Finesse Gadget web application is loaded in compatibility mode.
8 Open Source Software
This product uses open source software.
Refer to the b+s Connects for Microsoft Dynamics CRM 4.0.0 Open Source document [1] for open source licenses and notices.
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9 New Features, Improvements and Bug-Fixes
9.1 New Features
This section lists new features or functionality in b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition.
Identifier Title RNE
MSD-633 Realtime display based on Finesse realtime data
Requirements: Display real-time information about the team members and queue statistics where the currently logged in agent belongs to
Solution Abstract: Receive real-time information from Cisco Finesse
Limitation: Queue view is not available for CCX deployments.
Shows only real-time information about queues and agent team where the agent is member of.
MSD-629 MSD Improve Integration API
Requirements: Improve the Integration API.
Solution Abstract: Add additional requests and Events.
Limitation: n/a
MSD-627 MSD Custom Toolbars Requirements: Optional Custom toolbar areas in the CNX agent gadget.
Solution Abstract: Prepare on top and on the bottom of the gadget an area to display customer specific content. Allow to configure multiple toolbar.
Limitation: n/a
MSD-625 MSD Re-brush UI Requirements: Re-brush GUI. Make fonts and buttons bigger. Follow styling for Microsoft Dynamics CRM
Solution Abstract: Adapt HTML structure and CSS in order to match the style with Microsoft Dynamics CRM
Limitation: n/a
Table 8: New Feature list
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9.2 Improvements
This section lists improvements performed in b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition.
Identifier Title RNE
MSD-752 As an agent I do not want a Hang-up-button when a call is on hold, so that I do not accidentally hangup the wrong call
Requirements: Do not show hangup-button when call is on hold
Solution Abstract: Consultation Call / Transfer: buttons on initial call and consultation call confuses agents. Agent often hang up the call which is on hold if they click on wrong hang-up button. To prevent this, do not show hang up button when call is on hold.
Limitation: n/a
MSD-699 As a CRM administrator I want to be able to customize the "Congratulations" page, so that the agent better understands what to do
Requirements: Allow to customize the text in the "Congratulations" pop-up window
Solution Abstract: If the URL of the agent gadget on the Finesse server is not configured, the "Congratulations" page is displayed when the agent clicks on the "Open b+s Connects" button.
The description does not make sense for an agent. Therefore a CRM administrator should have the option to change the text.
Limitation: n/a
MSD-555 Allow to use special characters in the login name
Requirements: Enable login for agents with special characters in the login name, according to the CCX 11.5 documentation.
Solution Abstract: Filter the login according the Cisco Documentation
Limitation: Allowed characters: letters, numbers, hyphens ( - ), underscores (_), at (@), and periods (.)
MSD-506 Change menu item “Toggle Logger Window” dynamically to “Turn Logger Off” and “Turn Logger On”
Requirements: Adapt the Toggle Logger menu to the current logger window state.
Solution Abstract: Change the Toggle Logger Window to Turn Logger On and Turn Logger Off. Depending on the Logger Window State, show one sentence or the other.
Limitation: n/a
Table 9: Improvements list
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9.3 Bug-Fixes
This section lists priority 1 (Critical) and 2 (Major) caveats that are resolved in b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition but may have been open in previous releases.
Identifier Title RNE
MSD-571 Wrong version displayed in gadget
Symptom: Wrong version displayed in the gadget footer
Conditions: Only in version 3.2.0.2
Workaround: n/a
Further Problem Description: On version 3.2.0.2 it was not changed the version number in the solution main html file.
MSD-568 Missing description in Config Guide for "Enable Call End Notification"
Symptom: Missing description in Config Guide for "Enable Call End Notification"
Conditions: n/a
Workaround: n/a
Further Problem Description: n/a
MSD-554 With CCE 11.5, gadget shows Task + "Outbound Call” in gadget
Symptom: Media task is shown twice instead of once.
Conditions: CCE 11.5
Workaround: n/a
Further Problem Description: CCE 11.5 notifies about new media tasks, before this version this was not the case.
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Identifier Title RNE
MSD-534 IntegrationHooks MakeCall when call in progress does not initiate the call
Symptom: Make consult / conference is displayed and the textbox is filled with a number, instead of initiating the call.
Conditions:
Active call
Single Step Transfer is not enabled (not checked)
Edit number on Click-To-Dial is disabled (not checked)
Integration Hooks Make call is executed
Workaround: Disable the Single Step Transfer option in the Call Center Definition File (check it)
Further Problem Description:
When the SST option is Disabled, the agent will not be able to perform direct transfers from the gadget.
It is working as designed.
MSD-531 The call type is not displayed correctly after the call transfer is completed
Symptom: Call direction does not correspond with the current call direction
Conditions: After transferring an inbound call from Agent1 to Agent2
Workaround: n/a
Further Problem Description: Cosmetic issue.
MSD-528 New Record URL for Case/Incident shows the wrong icon and label
Symptom: Wrong icon displayed in New Record URL
Conditions: Always for Case/Incident
Workaround: n/a
Further Problem Description: Wrong parsing on entity and default icon assigned by default.
Table 10: Bug fixes list
Release Notes b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition Document Classification: PUBLIC
2018-03-26 © Bucher + Suter AG Page 20 / 20
10 Acronyms
Acronym Description
ANI Automatic Number Identification
API Application Programming Interface
CC Contact Center
CRM Customer Relationship Management
CTI Computer Telephony Integration
DNIS Dialed Number Identification Service
ECC Expanded Call Context
ES Engineering Special
GUI Graphical User Interface
HTML5 HyperText Markup Language, version 5
HTTPS HyperText Transfer Protocol Secure
IE Internet Explorer
IP Internet Protocol
IPv6 Internet Protocol version 6
IVR Interactive Voice Response
JSON JavaScript Object Notation
MCAL MultiChannel Application Link
MSD Microsoft Dynamics
n/a Not Available
PCCE Packaged Contact Center Enterprise
PerVar Peripheral Variable
PG Peripheral Gateway
RegEx Regular Expression
SHA-1, SHA-256 Secure Hash Algorithm
SSL Secure Socket Layer
SU System Update / Service Update
UCCE Unified Contact Center Enterprise
UCCX Unified Contact Center eXpress
UICM Unified Intelligent Contact Management
URL Uniform Resource Locator
Table 11: Acronyms