b+s Connects for Salesforce 4.2.1 - UCM Edition€¦ · 7.1.1 Call information for calls that...

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b+s Connects for Salesforce 4.2.1 - UCM Edition

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Release Notes b+s Connects for Salesforce 4.2.1 - UCM Edition

Document Classification: PUBLIC

2020-02-28 © Bucher + Suter AG Page 2 / 16

Table of Contents

1 Introduction .....................................................................................................................................4

1.1 Audience ..................................................................................................................................4

1.2 Classification ............................................................................................................................4

1.3 Related Documentation ............................................................................................................4

1.4 Notation ....................................................................................................................................4

2 Supported Features ........................................................................................................................5

3 Unsupported Features & Limitations .............................................................................................6

4 Compatibility ...................................................................................................................................7

4.1 Cisco Jabber SDK Browser Add-on ..........................................................................................7

4.1.1 Operating System......................................................................................................7

4.1.2 Cisco Communications Platform ................................................................................7

4.1.3 Single Sign-On Requirements ...................................................................................7

4.1.4 Additional Notes ........................................................................................................7

4.2 Salesforce Editions ...................................................................................................................7

4.3 Supported Browsers .................................................................................................................8

5 Installation information...................................................................................................................9

5.1 Component Overview ...............................................................................................................9

5.2 Component Versioning .............................................................................................................9

5.3 Upgrade installation ................................................................................................................ 10

5.4 New or changed Configuration Keys ....................................................................................... 10

6 Uninstallation Information ............................................................................................................ 10

7 Important Notes ............................................................................................................................ 11

7.1 General Limitations ................................................................................................................. 11

7.1.1 Call information for calls that started before agent login is unknown ......................... 11

7.1.2 Customer phone number not updated after transfer ................................................. 11

7.1.3 The task item does not show the conference status during a conference call ........... 11

7.1.4 Simultaneous multi-browser connections are not supported ..................................... 11

7.1.5 Cisco Jabber no longer supported ........................................................................... 11

7.2 Limitations with Lightning Experience and Lightning Console .................................................. 11

7.2.1 Resize ..................................................................................................................... 11

7.3 Limitations with Lightning Console .......................................................................................... 11

7.3.1 Softphone Layout setting “No matching records: Pop to new XXX” .......................... 11

7.4 Limitations with Person Account in Softphone Layout.............................................................. 11

7.5 Limitations with Call Log ......................................................................................................... 12

7.5.1 Call Duration in Call Log .......................................................................................... 12

7.5.2 Person Accounts: Automatic Call Log Assignment ................................................... 12

7.5.3 Person Accounts: Manual Call Log Assignment ....................................................... 12

7.6 Call Center Definition File Included in Salesforce Package ...................................................... 12

8 Open Source Components ........................................................................................................... 12




9 New Features and Bug-Fixes........................................................................................................ 13

9.1 New Features ......................................................................................................................... 13

9.2 Enhancements ....................................................................................................................... 13

9.3 Bug-Fixes ............................................................................................................................... 13

10 Deprecated and Removed Features ............................................................................................. 15

10.1 Deprecated Features .............................................................................................................. 15

10.2 Removed Features ................................................................................................................. 15

10.2.1 Support for Safari on Mac OS .................................................................................. 15

11 Glossary ........................................................................................................................................ 16

Figures

Figure 1: Component Overview ................................................................................................................9

Tables

Table 1: Classification ..............................................................................................................................4 Table 2: Related Documentation ..............................................................................................................4 Table 3: Notation .....................................................................................................................................4 Table 4: Browser and Salesforce working modes compatibility matrix. ......................................................8 Table 5: Component Versioning ...............................................................................................................9 Table 6: Enhancements ......................................................................................................................... 13 Table 7: Bug Fixes ................................................................................................................................. 14 Table 8: Glossary ................................................................................................................................... 16

Documentation Revision History

The documentation revision history lists all changes that were made to this document sorted by document revision.

Doc Revision: 1 – published on 2020-02-28

First version of the document




1 Introduction

This document is for b+s Connects for Salesforce 4.2.1 - UCM Edition.

1.1 Audience

This document is for customers and system administrators who intend to deploy this product.

It is assumed that the reader is already familiar with Computer Telephony Integration (CTI) terms, Cisco Unified Communications Manager (CUCM), and Salesforce.

1.2 Classification

Level Persons Authorized for Access

PUBLIC n/a

Table 1: Classification

1.3 Related Documentation

Ref Document

[1] ConnectsSalesforce_UCM_OpenSource_4-2_Rev_1.pdf (b+s Connects for Salesforce 4.2 - UCM Edition Open Source Software Disclaimers)

[2] ConnectsSalesforce_UCM_InstallationConfigurationGuide_4-2_Rev1.pdf (b+s Connects for Salesforce 4.2 - UCM Edition Base Product Installation Guide)

[3] ConnectsSalesforce_UCM_TroubleshootingGuide_4-2_Rev1.pdf (b+s Connects for Salesforce 4.2 - UCM Edition Troubleshooting Guide)

Table 2: Related Documentation

1.4 Notation

The following notation conventions 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 statements 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




2 Supported Features

This section lists features that are supported in b+s Connects for Salesforce 4.2.1 - UCM Edition.

General o CTI Auto Login o Cisco Unified Communication Manager Service Discovery

o Single Sign-on (SSO)

o Salesforce Open CTI Softphone in Lightning o Salesforce Open CTI Softphone in Service Cloud Console (Salesforce Classic) o Salesforce Open CTI Softphone in the sidebar (Salesforce Classic) o Search and display Salesforce data as configured in the Salesforce Softphone

Layout (searched by ANI) o On-demand screen pop of found Salesforce data o Salesforce Person Accounts: restrictions apply; please see Section 7 Important

Notes

Voice channel o Desk Phone mode (connects CTI with Unified Communications Manager, and

uses a physical phone for audio) o Call control o Consult call (warm) transfer o Consult conference call o Click-to-Dial o Edit number on Click-to-Dial o Select controlled line on multiline devices o Create Salesforce call log entries for completed calls

o Send DTMF on active calls

Automatic Screen Pop o Automatic screen pop of found Salesforce data as configured in Salesforce

Softphone Layout




3 Unsupported Features & Limitations

This section lists features that are not supported in b+s Connects for Salesforce 4.2.1 - UCM Edition.

General o Automatic screen pop when deployed in the Salesforce sidebar o Service Cloud Console Integration Toolkit

o IPv6 o Call activity modifications in CRM while call is active does not get reflected on

the softphone o Virtual desktop environments such as Citrix XenApp, Remote Desktop Protocol,

and so on, are not supported o Special characters (e.g. “, %, ?, &…) are not supported in Speed Dial number

and Call Note fields

Voice channel o Multi-line support. Only one device line can be controlled at any time. o Soft phone control (e.g. Cisco Jabber). Only physical telephones are supported o Soft Phone mode (connects SIP with Unified Communications Manager, and

uses the computer for audio)

Salesforce Lightning (see also 7.2 Limitations with Lightning Experience) o Softphone Layout configuration "No matching records: Pop to new <Record>"

should not be used in Lightning. This opens a modal dialog on an incoming call that blocks call handling in the Softphone




4 Compatibility

4.1 Cisco Jabber SDK Browser Add-on

This version of the product requires the Cisco Jabber SDK Browser Add-on 11.8(3) on each user desktop.

In addition, Chrome and Firefox require the “Cisco Web Communicator” browser extension/add-on.

4.1.1 Operating System

The Cisco Jabber SDK Browser Add-on 11.8(3) is compatible with:

Windows 8.1, 10 (32/64-bit)

4.1.2 Cisco Communications Platform

The Cisco Jabber SDK Browser Add-on 11.8(3) is compatible with:

Cisco Unified Communications Manager 9 and later

In desk phone mode, the Cisco Jabber SDK Browser Add-on connects CTI with Unified Communications Manager, and uses a physical phone for audio. Only physical phones are supported. Soft phones (e.g. Cisco Jabber) are not supported.

Please contact a Cisco Sales representative for detailed information on which telephone devices are supported.

4.1.3 Single Sign-On Requirements

Cisco Unified Communications Manager release 10.5.0 or later

A configured redirect URI on CUCM

An HTML page at the "redirect URI" location to get a token (if it is opened in a popup window, the popup blocker must be configured to allow this page)

4.1.4 Additional Notes

The Cisco Jabber SDK does not support virtual desktop environments such as Citrix XenApp and Remote Desktop Protocol.

Ensure that the browser being used is not configured to prevent browser plug-ins from running. In Internet Explorer, browser plug-ins are referred to as ActiveX Controls. Chrome and Firefox use the term plug-in.

4.2 Salesforce Editions

Sales Cloud and Service Cloud.

Salesforce Open CTI is available to your Salesforce organization if you have Essential (Salesforce Lightning only), Professional, Enterprise, or Unlimited Edition.

Lightning Standard, Lightning Console, Classic Console, and Classic Sidebar deployments are supported.




4.3 Supported Browsers

Salesforce Lightning and Lightning Console

Google Chrome 80 or later (stable version) on Windows

Mozilla Firefox 73, or later (stable version) on Windows

Salesforce classic – Service Cloud Console

Internet Explorer 11 on Windows



Salesforce classic – Sidebar

Internet Explorer 11 on Windows



Microsoft IE 11 on Windows

Chrome on Windows

Firefox on Windows

Safari on Mac OSX

Salesforce Lightning x x Salesforce Lightning Console

x x

Salesforce classic: Service Cloud Console

x

Salesforce classic: Sidebar

x

Table 4: Browser and Salesforce working modes compatibility matrix.

The Cisco Jabber SDK Browser Add-on does not support Microsoft Edge.

Ensure that the browser used is configured to allow running browser add-ons. In Internet Explorer, browser add-ons are referred to as ActiveX Controls. Chrome and Firefox use the term plug-in.

Note for Internet Explorer (IE)

There may be issues if using the Cisco Jabber SDK Browser Add-on in IE Protected Mode.

Using the Cisco Jabber SDK Browser Add-on and Protected Mode in IE is not supported.

Using the Cisco Jabber SDK Browser Add-on in IE legacy compatibility modes is not supported.

Windows RT 8 and Windows RT 8.1 are not supported.

Note for Chrome and Firefox

Chrome: The Cisco Web Communicator browser extension for Chrome must be installed

Firefox: The Cisco Web Communicator browser add-on for Firefox must be installed.

Note for Salesforce Sidebar deployments

“Sidebar deployment” must be allowed in your Salesforce organization. The popup is needed to retain the connection to the Cisco UCM.




5 Installation information

Please refer to the current Connects Salesforce UCM Installation and Configuration Guide [2] for a detailed description of b+s Connects for Salesforce 4.2.1 - UCM Edition installation and configuration.

5.1 Component Overview

Figure 1: Component Overview

5.2 Component Versioning

Component Version

b+s Connects for Salesforce 4.2 – UCM Edition Package 4.2.1

Cisco Web Communicator Add-on (Installed by component JabberSDK-browser_addon)

11.8(3)

Cisco Web Communicator – Chrome Browser Extension (only needed for Google Chrome)

11.8.2.1

Cisco Web Communicator – Firefox Browser Extension (only needed for Firefox)

1

Table 5: Component Versioning

b+s Connects for Salesforce V 4.2.1 UCM Edition

Installation in Salesforce

vv

Installation on client desktop

Salesforce Package

Connects for Cisco Unified Communications Manager 4.2.1

Chrome and Firefox browser

Browser Add-on

Cisco Jabber SDK Browser Add-on

V 11.8(3)

Legend:

Changed components

Version x.x.x.x

Unchanged components

Version x.x.x.x

New components

Version x.x.x.x

Add-on

Cisco Web Communicator Add-on

V 11.8(3)

Chrome/Firefox Browser Extension

Cisco Web Communicator Browser Extension




5.3 Upgrade installation

You can upgrade an existing b+s Connects for Salesforce 4.x.x. For a detailed description of the upgrade procedure from 4.x.x to 4.2.1 please refer to the current b+s Connects for Salesforce UCM Installation and Configuration Guide [2].

The following should be checked before upgrading:

Ensure all users are logged out of the Connects Gadget, because there is a service interruption during the upgrade procedure.

Install the Connects for Cisco Unified Communications Manager 4.2.1 into the organization that already has 4.x.x installed. (See Section 2.2 Install the b+s Connects for UCM package of the current Installation and Configuration Guide [2] for details on how to install a package.) The install procedure detects that a package is already installed and upgrades to 4.2.1.

Upgrade the Cisco Jabber SDK Browser Add-on on each user desktop and install the

Cisco Web Communicator browser add-on/extension when using Chrome or Firefox.

5.4 New or changed Configuration Keys

The following configuration keys in the new Call Center configuration have changed since the last version.

Refer to the latest Installation and Configuration Guide [2] for detailed information about all product configuration keys.

New Configuration Keys

n/a

Updated Configuration Keys

n/a

6 Uninstallation Information

For a detailed description of how to uninstall the software, please refer to the current Connects for Salesforce UCM Installation and Configuration Guide [2].




7 Important Notes

7.1 General Limitations

7.1.1 Call information for calls that started before agent login is unknown

When a conversation is started before the agent logs in to the gadget, the gadget will not show all call information. Furthermore, the Salesforce call log information will be incomplete. This is due to a Cisco Jabber SDK limitation which results in the gadget not being sent all the call relevant information.

7.1.2 Customer phone number not updated after transfer

After a conversation has been transferred from one agent to another agent, the second agent sees the first agent’s phone number, but not the customer’s phone number. This is due to a limitation with the Cisco Jabber SDK.

7.1.3 The task item does not show the conference status during a conference call

At the time the conference is established, there is no conference information in the last CUCM conversation update event. This is due to a limitation with the Cisco Jabber SDK.

7.1.4 Simultaneous multi-browser connections are not supported

Only one client (browser) is allowed to connect to the Cisco Jabber SDK Browser Add-on. This is due to a limitation with the Cisco Jabber SDK.

7.1.5 Cisco Jabber no longer supported

With version 11 of the Cisco Jabber SDK browser Add-on, Cisco has changed its API to support only the control of physical telephones. Deskphone mode for CSF devices (i.e. Cisco Jabber) is no longer supported.

7.2 Limitations with Lightning Experience and Lightning Console

7.2.1 Resize

Unlike in Salesforce Service Cloud Console, in Salesforce Lightning, the softphone cannot be resized by dragging its corner. To resize the gadget, change the softphone height and width in the Salesforce call center configuration.

7.3 Limitations with Lightning Console

7.3.1 Softphone Layout setting “No matching records: Pop to new XXX”

For new conversations, a Salesforce search is executed. Due to a bug in Salesforce, Salesforce does not respond to the request if no matching record is found. As a consequence, no call log is saved for the conversation.

Workaround: do not set the Softphone Layout setting “No matching records: Pop to new XXX” where XXX is a record (i.e. Account, Campaign, Case.)

7.4 Limitations with Person Account in Softphone Layout

The Softphone Layout has the following limitation concerning Person Account objects.

Although Person Account objects can be added to the Softphone Layout, they will not show up in the ANI lookup results. This is due to a bug in Salesforce.

The workaround for this problem is to instead add an Account object to the Softphone Layout. When Account objects are included in the layout, Person Accounts are searched as well and the search results are displayed in the ANI lookup results. The available fields to display are the same on Account and Person Account objects. The only drawback is that when adding an Account object to the Softphone Layout, Account objects that contain the ANI are also found and displayed in the ANI lookup results.




7.5 Limitations with Call Log

7.5.1 Call Duration in Call Log

The call duration is saved into the call log at the end of a call. If a user logs out of the gadget or the gadget is not active when the call ends, the duration is not updated and may be 0.

7.5.2 Person Accounts: Automatic Call Log Assignment

On incoming and outgoing calls, the gadget searches for an object automatically to assign to the Call Log based on the ANI (incoming) or DNIS (outgoing). If there is only one object found, and if this object is of type Person Account, the record found is always of type Account. In this case, this means that Person Accounts are handled in the same was as Accounts, and are linked to the “Related to" field (WhatId).

7.5.3 Person Accounts: Manual Call Log Assignment

If a Person Account is viewed, it can be assigned to the Call Log by clicking the Assign button in the gadget. However, there are two views to every Person Account: Account and Contact.

If a Person Account is found via the Account list, it is opened as a record of type: Account. If instead, it is found via the Contact list, it is opened as a record of type: Contact.

When the Assign button is clicked, the assignment to the call log is different whether it opens the Person Account in Account view or Contact View. This changes if the gadget is used in the sidebar instead of in the Salesforce Console.

When in Sidebar, the Person Account record is always opened as a record of type: Contact. As a result, when the Assign button in the gadget is selected, the Person Account record is assigned to the "Name" field (WhoId).

When in Service Cloud Console, the Person Account record is assigned to the Name field (WhoId) if opened in the Contact view, and to the Related to field (WhatId) if opened in Account view.

7.6 Call Center Definition File Included in Salesforce Package

The Version 4.1.x package comes with a new version of the call center definition file with the new name “Connects for Cisco Unified Communications Manager V4”.

When updating from previous versions, both call center definition files will be installed and it will be necessary to migrate to use the new file.

For a detailed description of the upgrade procedure from 4.0.x to 4.2.1, please refer to the current Connects for Salesforce UCM Installation and Configuration Guide [2].

8 Open Source Components

This product uses open source software. See Open Source Software Disclaimers Document [1] for open source licenses and notices.




9 New Features and Bug-Fixes

9.1 New Features

This section lists new features or functionality up to b+s Connects for Salesforce 4.2.1 - UCM Edition.

There are no new features in this release.

9.2 Enhancements

This section lists new features or functionality up to b+s Connects for Salesforce 4.2.1 - UCM Edition.

Identifier Title RNE

SFDCUC-1159 As an Agent I would like to see an error on DeviceRegCouldNotConnect

Requirements: Inform the agent whenever the login process fails

Solution Abstract: Display the login screen and a warning/error message on DeviceRegCouldNotConnect

Limitation: n/a

Table 6: Enhancements

9.3 Bug-Fixes

This section lists priority 1 (Critical), 2 (Major) issues that have been resolved up through the b+s Connects for Salesforce 4.2.1 - UCM Edition. They may still be open issues in previous releases.

Because defect statuses continually change, be aware that the following table reflects a snapshot of the defects resolved at the time this report was compiled.


SFDCUC-1524 Agent is logged out when the Gadget is reloaded

Symptom: After page refresh the agent gets logged out

Conditions: The page or Gadget is reloaded in Chrome 80, with Chrome "SameSite by default cookies" flag enabled. Salesforce Classic

Workaround: Disable "SameSite by default cookies" flag in Chrome

Further Problem Description: When the flag chrome://flags/#same-site-by-default-cookies is enabled and the agent reloads the page they get logged out of the gadget, probably because the cookie with the session is not saved correctly.

https://issues.bucher-suter.lan/browse/SFDCUC-1159


https://issues.bucher-suter.lan/browse/SFDCUC-1524?jql=project%20%3D%20SFDCUC%20AND%20issuetype%20in%20(Bug%2C%20Improvement)%20AND%20status%20in%20(Resolved%2C%20Closed)%20AND%20affectedVersion%20!%3D%204.2%20AND%20fixVersion%20%3D%204.2#same-site-by-default-cookies

https://issues.bucher-suter.lan/browse/SFDCUC-1524?jql=project%20%3D%20SFDCUC%20AND%20issuetype%20in%20(Bug%2C%20Improvement)%20AND%20status%20in%20(Resolved%2C%20Closed)%20AND%20affectedVersion%20!%3D%204.2%20AND%20fixVersion%20%3D%204.2#same-site-by-default-cookies





SFDCUC-1454 If SearchAndScreenPop result contains "/" in value, string is wrongly rendered in UI

Symptom: If a field, configured in the SoftPhone Layout and returned from the SearchAndScreenPop method on an incoming call contains "/", the gadget displays strange symbols

Conditions: Field contains "/" for example a date string "2/26/1980"

Workaround: n/a

Further Problem Description: n/a

SFDCUC-1396 New Record Menu: “+” sign is replaced by %2B.

Symptom: New record menu link opens configured Salesforce object. But “+” sign in populated ANI is replaced by %2B.

Conditions: Variable configured in new record menu contains special characters

Workaround: n/a


SFDCUC-1286 User entered "Activity Notes" not written into Call Log

Symptom: User entered "Activity Notes" not written into Call Log

Conditions: During an active call, user enters text into the Activity Notes field in the gadget. The content is not written into Call Log

Workaround: no workaround

Further Problem Description: This bug was introduced by extending the XSS security

SFDCUC-1219 No results for Directory Search when search strings starts with a "+"

Symptom: When searching for a phone number starting with a "+", no results are returned

Conditions: Directory Search, searching for a phone number starting with a "+" sign.

Workaround: Omit "+" sign in search string


Table 7: Bug Fixes






10 Deprecated and Removed Features

10.1 Deprecated Features

This section lists deprecated features in b+s Connects for Salesforce 4.2.1 - UCM Editions.

Deprecated features are supported for existing customers. However, there is no further development for deprecated features. Deprecated features are not supported for new deployments!

These features may be scheduled to be removed in a future release. Plan to transition to the designated replacement feature. If you are implementing a new deployment, use the replacement technology rather than the deprecated feature.

none

10.2 Removed Features

The following features are no longer available:

10.2.1 Support for Safari on Mac OS

Deprecation announced in release: n/a

Feature removed in release: 4.2

Replacement: none – no browser on Mac OS supported / Mac OS X not supported

Cisco Jabber SDK browser add-on no longer supports Safari on Mac




11 Glossary

Acronym Description

ANI Automatic Number Identification

b+s Bucher + Suter

BE Cisco Business Edition

CCM Cisco Call Manager

CCMCIP Cisco Call Manager Cisco IP Phone service

CRM Customer Relationship Management

CTI Computer Telephony Integration

CUCM Cisco Unified Communications Manager

CUWL Cisco Unified Workspace Licensing

DTMF Dial Tone Multi Frequency

HTML Hyper Text Markup Language

HTTP Hyper Text Transfer Protocol

HTTPS Hyper Text Transfer Protocol Secure

IE Microsoft Internet Explorer

RNE Release Note Enclosures

RTP Real-Time Protocol

RTCP Real-Time Control Protocol

SDK Software Development Kit

SIP Session Initiation Protocol

SSO Single Sign On

TFTP Trivial File Transfer Protocol

UCL Unified Communications Language

UCM Unified Communications Manager

URL Universal Resource Locator

UI User Interface

Table 8: Glossary

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