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b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition

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Release Notes b+s Connects for Microsoft Dynamics CRM 4.0.0 – CCE/CCX Edition Document Classification: PUBLIC

2018-03-26 © Bucher + Suter AG / 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.


2018-03-26 © Bucher + Suter AG / 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.

http://www.dict.cc/englisch-deutsch/state.html


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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



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


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

http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCE

http://docwiki.cisco.com/wiki/Compatibility_Matrix_for_Unified_CCX

http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-release-notes-list.html



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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)


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


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.


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.


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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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


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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

b+s connects for microsoft dynamics crm 3.2.0 – …€¦ · · 2018-04-06b+s connects for...

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