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Release Notes for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com Release 7.5(2)

Revised: October, 2010

These release notes describe all versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle Peoplesoft , and Salesforce.com, Release 7.5(2).

To view the release notes for previous versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft , Salesforce.com, go to: http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html .

To access the latest software upgrades for all versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft Salesforce.com, go to http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html .

Contents Introduction, page 1

System Requirements

Related Documentation

New and Changed Information

Caveats

Documentation Updates

Obtaining Documentation, Obtaining Support, and Security Gu

Introduction These release notes describe new features, requirements, restrictions, and caveats for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com Release 7.5(2). These release notes are updated for every maintenance release but not for patches or hot fixes. Before you install Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com, we recommend that you review this document for information about issues that may affect your system.

System Requirements For hardware and third-party software specifications, refer to the Hardware and System Software Specification (Bill of Materials): Cisco ICM/IPCC Enterprise & Hosted Edition, which is accessible from http://www.cisco.com/en/US/products/sw/custcosw/ps1001/products_user_guide_list.html

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Related Documentation See the Documentation Guide for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com at

http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html. Documentation for Cisco Unified CRM Connector is accessible from

http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html For additional information on Cisco Unified ICM and Unified Contact Center Enterprise and Hosted, see Voice and Unified

Communications > Cisco Unified Contact Center Products athttp://www.cisco.com/web/psa/products/index.html Technical Support documentation and tools can be accessed fromhttp://www.cisco.com/en/US/support/index.html The Product Alert tool can be accessed through http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice

New and Changed Information Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.comRelease 7.5(2) introduces the following features:

Resolved in Resolved in Release 7.5(2)

IdentifierSeverity

Component Headline

1 Medium Admin Tool

Help and edit buttons are not functioning - removed edit button on each page and add help content for every help button on each page

2 High Admin Tool

License page - Step 2 - change checkboxes to radio sets and labels for 'update config file' and 'update MCIS and config file'(updates the config.ini file and memory config.ini)

3 Med Admin Tool

License page - update Module name dropdown.

4 Low Admin Tool

Log Viewer - labels 'Between' and 'And' was changed to mixed case labels 'From' and 'To'; Date field is labeled DD/MM/CCYY

5 Low Admin Tool

Status page - CPU percentage never displays accurately - removed from GUI.

6 Medium Admin Tool

License GUI functionality was not user friendly - by commenting in line of code that is being changed, inserting new line of code; need file timestamped and who made change stamped on file.

7 Medium Admin Tool

Configuration page - rehaul of this entire page - made GUI more user friendly.

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http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html

8 Low Admin Tool

Removed System Settings and Problem Report tabs from Admin Tool - Removed them from the help on home page too.

9 Medium Admin Tool

Help icon on 'Home' page lists the menu selections as presented on the menu on the home page.

10 Medium Admin Tool

New User Registration on Login Page - When a new user is created, admin rights are give as default.


Added "Change Password" functionality/link on home page.


Configuration Page - When a new config file is created or a file is deleted, the config file list must be refreshed immediately.

13 Medium MSCRM Adapter

Removed O’Reilly JavaScript code in adapter

14 Low SFDC Adapter

Merged all versions of the adapter code to provide every release with the same call center parameter list

15 Medium SFDC Adapter

Configurable comment box for inbound and outbound


Configurable dispositions for outbound and inbound (should support different disposition codes for both inbound and outbound)


Compatible with CTI 2.0.3 toolkit


Default call disposition is configurable

19 High SFDC Adapter

Drop Party from conference


Pending work state added

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Hold/Retrieve line 2


Support for Firefox 3.5

23 Low SFDC Adapter

Configurable screen pop


Configurable not ready reason code display

25 Low SFDC Adapter

Support for additional work modes (Manual in, auto in, ACW)


Configurable auto answer

27 Low SFDC Adapter

Call log configuration

28 Low SFDC Adapter

New line management


Transfer configuration (turn off blind transfer, reconnect)

30 Low SFDC Adapter

Conference configuration (reconnect, drop party)

31 Low SFDC Adapter

Configure prefix (call plan)


Orphan records (Customer specific)


Disable edit of call history


Outbound screen pop (configurable)

35 Low SFDC Adapter

Auto call disposition (Customer specific)


Special screen pop handling (Customer specific)


Track Customer authentication state (Customer specific)

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Citrix support (Customer specific)


Issue of transfer: all buttons disappear after clicking complete transfer. This has been enhanced to no longer happen


When making an outbound call, then transferring call to another agent with an attached account, it fails to pass account to transferred agent. This has been enhanced to no longer happen


ADDED enhancement to allow blind transfer to IVR when end call is clicked (sends to IVR if CAD value is present)

42 Low MCIS - Core SDK

Enhanced logging for CoreSDK. This allows connectors to output logging errors correctly.

43 Low MCIS - Core SDK

Enhanced logging for out of processes connectors (CCT6.0) where the logs would not wrap correctly

For information about all available features and benefits, see the data sheet for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com at http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html.

Caveats Using B

Open Caveats

Resolved Caveats

Using Bug Toolkit Known problems (bugs) are graded according to severity level. These release notes contain descriptions of the following:

All severity level 1, 2, and 3 bugs.

Significant severity level 4 bugs.

You can search for problems by using the Cisco Software Bug Toolkit.

Before You BeginTo access Bug Toolkit, you need the following items:

Internet connection

Web browser

Cisco.com user ID and password

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Procedure

S To access the Bug Toolkit, go to http://tools.cisco.com/Support/BugToolKit/action.do?hdnAction=searchBugs.

S Log in with your Cisco.com user ID and password.

S To look for information about a specific problem, enter the bug ID number in the “Search for Bug ID” field, then click Go.

For information about how to search for bugs, create saved searches, and create bug groups, click Help in the Bug Toolkit page.

Open Caveats The caveats in Error: Reference source not found describe possible unexpected behavior in the latest Cisco Unified CRM Connector for Microsoft CRM, Oracle, PeopleSoft, and Salesforce.com release. These caveats may also be open in previous releases. Bugs are listed in order of severity and then in alphanumeric order by bug identifier.

T Open Caveats for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft Salesforce.comdocument.doc

1 LowSFDC Adapter

Reopened CTI session doesn't detect call on ‘Hold’ on hard phone.Hard phone left on hold without ability to retrieve from softphone.

2 Low SFDC Adapter

Softphone Crashes after agent X's out of call center with active call

3 Low SFDC

Adapter

When an agent attempts to login, the login page quickly flashes and refreshes to the login page again. No error message is presented to the agent, when MCIS is down.

N/A N/A MS CRM Adapter

No Known Issues

N/A N/A PeopleSoft Adapter

No Known Issues

Resolved Caveats This section lists caveats that are resolved but that may have been open in previous releases.

Bugs are listed in order of severity and then in alphanumeric order by bug identifier. Because defect status continually changes, be aware that this document reflects a snapshot of the defects that were resolved at the time this report was compiled. For an updated view of resolved defects, access the Bug Toolkit (see the Using B).

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The following sections list caveats that are resolved in Cisco Unified CRM Connector for Microsoft CRM, Oracle People

Soft, and Salesforce.com but that may have been open in previous releases:

Release 7.5(2)

Resolved in Resolved in Release 7.5(2)

IdentifierSeverity

Component Headline

1 Medium Admin Tool

On the configuration page, entered spaces are displayed as '=' after saving

2 High Admin Tool

Agent Page - Doesn’t display the correct results and corrupts MCIS's memory with Cisco connector.

3 Med Admin Tool

New regkey logic implemented - to align with license manager 5.2 logic

4 Low Admin Tool

Quick Assistant links on left side of page all go to the AMC Website;

5 Low Admin Tool

Removed restart button from status Page

6 Medium Admin Tool

Configuration page - when viewing a module, and making a change, then click 'Save File' button, it only saves the module back as the Config.ini, does not save the entire file with the changed module include in the file

7 Medium Admin Tool

Status Page - 'Start' button does not start CM Service, but it will show 'ON"

8 Low Admin Tool

Logs Page - correct spelling in text box for Current Global Trace Level: 'Errors + Wranings', should be 'Errors + Warnings'


Support for MSCRM 4.0


Added Web.config parameter where admin can specify what ROLE they want as Admin (default will be System Administrator).


Added Lead to ANI search (configurable in web.config)

12 Medium MSCRM Added Account to ANI Search (configurable in web.config)

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AdapterAdded Account type to Account in Ani search (if customers want to specify the account type to pop on, they can, configurable in web.config)


Added configurable start page for bottom contact data area (The value is configurable in web.config)


Added ability to accept click to dial from any entity (MSCRM form has to have the proper onload java scripts, we will give to customers seperatly) that was loaded from Contact Center Page

15 Low MSCRM Adapter

Added Minimize CTI soft phone area. The agent will be able to minimize the top CTI area, and have limited call functionality (will be able to make new call, drop, hold, retrieve)


Added IFD (MSCRM hosted solution) support along with SSL support (configurable in web.config)


Added new drop down menu that will display MSCRM Entity lists


Phone Call form will pop on answer button (configurable in web.config)


Phone Call activity will be passed to consulting agent if first agent saves activity.


Added prefix number for outgoing call to web.config.


Enhanced Arabic language labels


Added CADSearch to web.config, to disable CAD search

<add key=""CADSearch"" value=""N""/>

Default - <add key=""CADSearch"" value=""Y""/>"

Default - <add key=""CADSearch"" value=""Y""/>"


Added contact search to thread, so it will not delay the polling of MCIS Web services when events are received

24 Medium MSCRM Changed all synchronous web services calls to

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Adapter asynchronous, will not delay the adapter on requestsResolved issue with agents having “.” in domain username


web.config value in the adapter root folder to allow call center to specify which order ANI search should occur (ACCOUNT, LEAD,CONTACT),


web.config parameter was added to allow call center to specify if ANI should be matched on a CAD Key.

Description for ANI Search Order:

Call comes in if the ANI matches with a Contact phone number AND an Account phone number, the Account should pop first if value for ANISearchOrder is “Account, Contact, Lead”

Call comes in if the ANI matches with a Contact phone number AND an Account phone number, the Contact should pop first if value for ANISearchOrder is “Contact, Account, Lead”

27 Medium MSCRM Adapter - Cisco Contact Center

Removed the coding line that deletes the web session and creates a new session. This was causing the issue where the softphone and hardphone would appear to be out of sync. Some events were being relayed back to the screen while others were not. Essentially the adapter did not clean up the sessions properly, so it did not know which web session to send the event to.


Resolved issue with CISCO connector sending WorkMode number as 5 (when logging in with a call at phone). This cause an issue with the Adapter not syncing correctly


Resolved issue with Event Handler not receiving any events for a few agents. In order to resolve this, when the page is refreshed (or the multi-channel link is clicked) the adapter will not kill the old event handler and launch a new one, as well as creating new web services.

30 Medium MSCRM Adapter - Cisco

Resolved issue with Reconnect. Adapter was not passing in the correct Information to MCIS (passing extension instead of Worktop).

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Contact Center

If Agents want Activity Pop on answer

This Adapter requires a Registry Entry to be placed in the Windows Registry to work correctly.

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\MSCRM]

ADD: "DisableParameterFilter"=dword:00000001

31 Medium PeopleSoft Adapter

The new versions of PeopleSoft (PTools 8.46) do not require "user.PS." to be prefixed on incoming call data Keys. Our current PS adapter does have the ability to strip the prefix off incoming Call Data that already has "user.PS." as a prefix... but the adapter will only look at Call Data Key fields with the prefix.


The new versions of PSAMCAdapter.jar add CallConnReqAttachUserdata.java which save attached user data to data store.


PeopleTools 8.49 specific: In some cases after failed REGISTER, an exception was thrown in requestUnRegisterUser method.


Added support for processing Not Ready reason codes (numeric values).


Improved CAD processing in requestAttachUserdata, eliminated multiple calls to the web service.

36 Low PeopleSoft Adapter

Implementation-Version added into the logging.


Improved handling multiple Registration requests for the same user.


Removed raising extra error event in the Dial method when agent object could not be found/was NULL. Unified trace statements in cases when agent object could not be found.

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39 Low SFDC Adapter

If agent changes to Not Ready, they want to display the waiting time which can be a reminder for agent


ACW needs to be displayed in the dropdown list. When select the ACW, change the workmode to WORKNOTREADY and display ACW. If the event come back with it, it will trigger the wrapup.

Scenarios:If customer wants to display ACW in the dropdown list, configure CustomizeWorkMode section in the XML file.

• Configuration:

<section sortOrder=""9"" name=""CustomizeWorkMode"" <item sortOrder=""1"" name=""EnableACW"" label=""Enable ACW"">TRUE</item> <item sortOrder=""2"" name=""ShowACW"" label=""Show ACW"">TRUE</item> </section>

EnableACW is used as the label to activate the ACW mode and ShowACW is just used to display the ACW.


Configure and Timer• Scenarios:If the customer wants to display waiting timer, configure Timer section in the XML file.

• Configuration:

<section sortOrder=""13"" name=""Timer"" label=""Timer""> <item sortOrder=""0"" name=""EnableTimer"" label=""Enable Timer"">FALSE</item> <item sortOrder=""1"" name=""Interval"" label=""Interval"">5000</item> <item sortOrder=""2"" name=""Message"" label=""Message"" /> </section>

EnableTimer is used to activate the timer if set to TRUE. The interval only supports digital and not more than 1000. Here 1000 means 1000 millsecond. Note in order to reduce the flash, please set it up more than 5000. The message is used to customize the display. The default is timer.


Recompile and link with toolkit 1.51Add the version and update timer; merged customer code into generic version and enhanced/refactoring the code

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New parameters for TAPI connectorAdd the new parameter to ignore the login error when use TAPI connector in the MCIS.

There are configuration changes on MCIS side which is associated with this hotfix.

To ignore the login, configure the parameter IgnoreLogin to TRUE in the CustomizeWorkMode section. And re-import the call center xml file. A sample is listed below-> <section sortOrder=""10"" name=""CustomizeWorkMode"" label=""CustomizeWorkMode""> <item sortOrder=""0"" name=""ModeType"" label=""Mode Type"">NORMAL</item> <item sortOrder=""1"" name=""EnableVisualization"" label=""Enable Visualization"">TRUE</item> <item sortOrder=""2"" name=""EnableACW"" label=""Enable ACW"">TRUE</item> <item sortOrder=""3"" name=""ShowACW"" label=""Show ACW"">FALSE</item> <item sortOrder=""4"" name=""IgnoreLogin"" label=""Ignore Login"">TRUE</item> </section>


Linked the toolkit 2.01 and merged all the features for adapter. And also updated installer to support FireFox


Due to some connectors having a crashed event in the blind transfer or conference, it caused the temp state which can not be cleared correctly . SFDC adapter will remove the temp state in the initiated side and when the related call is ended.


A configuration bug in the update call data section has been fixed.


Resolved issues with stacking DNIS (would appear as DNIS: 6002,6002,6002...)ADDED enhancement to allow blind transfer to IVR when end call is clicked (sends to IVR if CAD value is present)


Resolved issues with Agent not being able to wrap up correctly


Resolved issues with Agent not seeing correct ANI (SF adapter was not being updated from ++++ to proper ANI


Resolved issue with Reconnect not passing correct extension (passed worktop name instead)

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51 High SFDC Adapter Adapter crashing on invalid blind transfer number

52 Medium SFDC Adapter Missing second handle drop event will not clear the

second (consult call) in warm transfer - work around is to see contact size and clear the calls that way


Added new xml parameters to only pass specific data to SF - made for VF page.<section sortOrder="7" name="SendSpecificDataToVF" label="Send Specific Data To VF">

<item sortOrder="0" name="EnableSendSpecificDataToVF" label="Enable Send Specific Data To VF">TRUE</item>

<item sortOrder="1" name="DisplayKeyList" label="Display Key List">AMCCADKey=SFDC Label</item>

</section>

NOTE: ANI as well as all variables defined in caddisplay will be passed as well. Salesforce may add:

(keyName = COMMENTS")

(keyName = "ORIGINAL_ANI")

(keyName = "ORIGINAL_CALLER")

(keyName = "TRANSFERRED_FROM")

(keyName = "DISPLAYINFO")

to Data being sent.

If popping to Visual Force page, note that URL encoding may occur.

54 Medium SFDC Adapter Salesforce toolkit would crash if ANI size was 0,

now the adapter will detect if the size is 0 and replace ANI with "Unknown".

55 Medium SFDC Adapter Enhanced the way field labels are placed in

softphone.

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56 Medium SFDC Adapter Enhanced the Reconnect button operation and display.

57 Medium SFDC Adapter Enhanced the Disable Call log parameter.

58 Medium SFDC Adapter Enhanced the way call wrap up is done.

59 Medium SFDC Adapter Enhanced the disposition codes placed after a call

is completed (before all calls would show only inbound reason codes).

60 Medium SFDC Adapter Built Adapter with SFDC CTI Toolkit 2.0.3.

61 Medium SFDC Adapter Changed XML labels to be more meaningful.

62 Medium SFDC Adapter Added CAD update javascript command.

63 Medium SFDC Adapter Enhanced ACW parameter. This Parameter was not

working. Reconfigured it, so when Agent goes into ACW it will be displayed in dropdown.

64 High Agent Manager

Race condition in Set Workmode: The settings for processing solicited operation were not set properly in set workmode, causing a potential race condition, which can abort the process

65 Medium Agent Manager

Support for independent workmodes: Add support for independent channel workmodes in a multi-channel setting. This support is turned off by default, and is controlled through the following config.ini parameter:SynchronizeChannelWorkModes=True ( default ) or False to allow independent workmodes

The feature for independent workmodes is turned off by default. To enable, add to the [AgentManager] section of the config.ini the following:SynchronizeChannelWorkModes=True


Fix for race condition during long login request


1. Potential race condition related to AdminLoginMap was removed.

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2. Unnecessary logging around synchronization routines has been disabled.

68 Low Agent Manager

Added a check for no queues passed during logout.


The crash happens when agents logout (no channel being passed in, in this case).

70 Low Agent Manager

Disabled validation of the value that did not allow passing new values (for Disposition) (with out this the other solution would require modifications in Core SDK code). The validation process was very primitive/had very little merit by itself and the disabling would not affect functionality.2. Added new config parameter - RaiseWMChangedInSolicitedReqs. If set to TRUE (or YES/Y), AgentManager processes WM-changed events raised by the Connectors during solicited WM-change requests. Default – FALSE.

[AgentManager]. . .RaiseWMChangedInSolicitedReqs=TRUE


Get method in Call Attached Data Web service would return failure if you wanted to retrieve CAD by calling web service from “AMCDotNetAdapterWebService/ContactAssociatedDataManagement.asmx”, reason is that constructor “public ContactAssociatedDataManagement()” is mistyped as “public void ContactAssociatedDataManagement2()”.

72 Low DataStore It's wasn't possible to easily determine if the data clean-ups are working as scheduled. Now, setting TraceLevel=3 allows this.

[DataStore]. . .TraceLevel=3

73 Low DataStore Added resetting DeletePending and TouchTime in GetStartTime(...) method. This approach allows efficient way to prevent expiration/deletion of the certain data for extended (practically unlimited) periods of time.

74 Medium Event Manager

Agent Manager throws exception when two UNSOLICITED operations active for same worktop

75 Low Event Manager

1. Log didn't show event raising mode: SYNCH or A-SYNCH.

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2. It was not possible to quickly recompile the code without perfmon counters (with the counters, the code might not register on Vista - not consistent).

76 Medium Event Manager

In some cases - usually after agent computer crash - the events were not raised to the agent worktops. As a result, agents could not log in.

Revised/optimized tracing.

77 Low License Manager

General code cleaning and tracing enhancements.Insufficient licensing control for HW-identical and virtual servers.

78 Medium License Manager

Add entry for Aspect UIP Connector.


Modifications for handling special characters, like dashes, underscore, etc. in the server host name.Registration Key generator (RegKey.exe V5.2.0.3) is modified accordingly.


1. Modifications for Aspect OEM.2. Added support for Melita OCA Predictive Dialing Connector (config key = PD_MOCA).

81 Low License Manager

Bug in the expiration date detection (expiration month vs expiration day).


Number of the available licensing units for MCIS was not updated correctly after re-checking existing licenses (usually around 3AM). If MCIS didn't have enough "buffer/extra" units, this could lead to not proper releasing licensing units by other Channels.


During evaluation period (first month), if the real License Key was provided for MCIS or MCMS, the value was overwritten by MCMS_ChManager value.


Corrected unnecessary disabling of channels with no valid licenses. Licensing control makes the explicit disabling extra.

85 Medium ModuleManager

When configure the out-of-process modules (such as PipeConnector for AIC, usually is xyz.exe), stop CMService may not cleanup/stop the process of these modules. Customer need to manually kill them before restart MCIS. This release (ModuleManager 5.2.0.1) has been modified to add a configuration parameter to force kill the

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process.

Config.ini modifications

under [ClientModuleManager], set ForceTerminateModules=xxxxx Here xxxxx is the module name; it would be CTIModule for pipeconnector

For PipeConnector:

[ClientEventManager]ForceTerminateModules=CTIModule

NOTE:Please do NOT configure for any in-process modules (xyz.dll)"

86 Low Module Manager

Change "OutOfProcessModule" to support several out-of-process modules delimited by ",".

87 Low ARG Module -AMC Routing Engine

In function SetDataArray, change calling DataStore->Append() to calling DataStore->Set().

88 Medium ARG Module - Routing AddIn

Change "WCHAR" to "char *" in "SafeArray2Parameters" of Function.cpp so that it's working the same way as that of RoutingAddIn.dll 5.1.0.0 built in 2006.

89 Medium ARG Module - Routing AddIn

Rollback Function.cpp and SAPRoutingModule.cpp to Change Set 25.

90 Medium Cisco CTI Connector

Connector does not raise DROPPED event in some cases when CallID changes in the middle of the call (required by certain CRM's, like SAP ICWC).


Connector can report call party as ""Unknown"" if ConnectionDeviceID and/or ANI element are reported as ""Unknown"" in the events received from Cisco CTI Server.


When call partner and/or DNIS cannot be determined, Connector reported them as ""???"". Replaced with ""+++++"" as some CRM's (like SAP ICWC) generate exceptions if party contains anything but

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""+1234567890"" chars.


After querying Cisco call-state, Connector raised ContactChangedEvent with Handle=DUMMY_HANDLE even if there were no calls in the state. If the event is required for an Application Adapter, this needs to be handled on the Adapter level.


Connector didn't raise call-state events with CallManager PG and IPCC-X if agents were not logged in.


One leg of the auto-conference to agent's v/mail is not being cleared from the call-state after it's disconnected.


After a Blind Transfer, modified by Transfer initiator CAD become available to the receiving agent only after the call is answered.


DMS100-specific: After Consult to a non-monitored DN, the calls cannot be selectively dropped.


DMS100-specific: Connector uses DefaultReasonCode=-1, rather than actual ReasonCode received from a CRM adapter, if the DefaultReasonCode is configured as -1 (was required earlier but not any longer needed). Now Connector, in all NotReady-requests from CRM, uses ReasonCode received from the CRM.


After Consult to a non-monitored DN, call-state of the new call remains in INITIATED state after the call is answered (no ESTABLISHED event from Cisco CTISRV). This prevented establishing 3-way Conference with the unmonitored DN from CRM's that require HELD and CONNECTED calls for Conference-requests.


Connector allowed to proceed with a Login-request even if another agent ID was already logged into the station. The error was noted only during the Logout-request.


DMS100-specific: If during Consult, an unmonitored Consult-destination dropped off the call, subsequent Reconnect request, performed by the Consult initiator, resulted in disconnecting remaining active call with the ""Original Caller"" (DropSelf-type activity).


Not-applicable for DMS100: After establishing a Consult (or after placing a call on Hold and initiating a new call), Drop-request was converted into a Reconnect-request, resulting in an automatic

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retrieving formerly held call. With the new configuration parameter ""DropAsReconnectInConsult"", this behavior can be disabled. Thus, if the parameter is set to NO (or just N), Connector will not convert Drop-requests into the Reconnect-requests and it will be necessary to manually retrieve/unhold the held call.


DMS100-specific: After establishing Conference, call-state of the conference call participants did not show all call parties.


If DropAsReconnectInConsult is set to NO (or just N), Connector will not convert Drop-requests into the Reconnect-requests.

[CTIModule]. . .DropAsReconnectInConsult=N


Connector used Connection Device ID as part of the Call ID's only when it was configured to work towards DMS-100. It was shown this might be necessary for other PG's, when Call ID's are being reused often. Added a new config parameter UseComplexCallID (Y/N, default = N).


Not all config parameters were printed out in the Connector's log for verification.


Not all CAD received in BEGIN_CALL_EVENT were saved with the same Instance number. In some cases (when call handles were reused often) this let to the ""mixed"" data in the MCIS DataStore, with some CAD from the new call, and others - from the old call.


Connector always appended call-attached data. Now it's possible to configure what action is used for the CAD in new calls – added new config parameter NewCallDataAction (APPEND/SET, default = APPEND).


Connector used Connection Device ID as part of the Call ID's only when it was configured to work towards DMS-100. It was shown this might be necessary for other PG's, when Call ID's are being reused often. Added a new config parameter UseComplexCallID (Y/N, default = N).

[CTIModule]

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. . .UseComplexCallID=Y

Connector always appended call-attached data. Now it's possible to configure what action is used for the CAD in new calls – added new config parameter NewCallDataAction (APPEND/SET, default = APPEND).

[CTIModule]. . .NewCallDataAction=SET


Complex Call ID(s) have been made unique for the extended period of time and are not dependent on the Connection Device ID(s) involved. The Call ID uniqueness is guaranteed based on the following estimates:- More than 130 years of continuous, uninterrupted work processing 1 call every second (24 hours/day, 365 days/year)- More than 13 years of continuous, uninterrupted work processing 10 calls every second (24 hours/day, 365 days/year)


When SUPERVISOR MONITOR functionality is in use, some CTI requests (CONSULT, specifically) were not processed and requests were not sent to Cisco CTI Server.


Connector always blocked HOLD requests for the calls that were not in Connected or Queued states. The restriction is left for CallManager PG and IPCC Express. For other PG's the request will be passed to the CTI Server and the outcome will be defined by the server responses.


Specific to HF for UseComplexCallID=Y: In some Transfer and Conference scenarios

Connector removed Call ID from memory earlier than necessary. Until the call is dropped, this could result into agent call-state not being updated as expected and error messages about false failed requests.

In case of a temporary disconnect, after reconnecting to CTISRV, Connector didn't use complex Call ID's for already existing calls.


Value for trace entry ""CONFIG: SERVER B = "" was always logged as ""Server_B"".

115 Medium Cisco CTI Added new config parameter - CADPrefix2Remove - to

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Connector remove unnecessary prefix from CAD keys: 'user.MSCRM_ACCOUNT' -> 'MSCRM_ACCOUNT'.


Enhanced error reporting for agent state change requests: - IAMCCTI_E_NOT_LOGGED_IN - Agent is not logged into a split (C_NOLOGIN). - IAMCCTI_E_CCUSER_LOCKED - Domain or call is being monitored by another adjunct (C_USER_BUSY) or Login is not possible, DN has a call. - IAMCCTI_E_INCOMPATIBLE - Agent is not in compatible state (C_INCS_AGT_ST). - IAMCCTI_E_NO_MORE_EXTENSIONS - Agent logged into maximum number of splits/another DN (C_MAXLOGIN). IAMCCTI_E_CCPASS_INVALID - Invalid login password (C_INC_PASWD- IAMCCTI_E_AGENT_NO_WORKMODE_CHANGES - Request to put agent in the state that the agent is already in (C_AGT_STATE). - IAMCCTI_E_RESOURCES_NOT_AVAILABLE - Another agent already logged into this DN. - IAMCCTI_E_CANNOT_LOGOUT_CALLS - Logout is not possible, DN has a call.

Now it’s possible to configure Connector to remove unnecessary prefix (like ‘user.’) from CAD keys. For example, key user.MSCRM_ACCOUNT could be transformed and saved by the Connector as MSCRM_ACCOUNT. Case of the CAD keys remains without modifications.

[CTIModule]. . .CADPrefix2Remove=user.


UCCX-specific: DNIS for incoming calls was reported incorrectly.


UCCX-specific: For new incoming calls, when call was added in the call-state during Delivered event, Connector raised CONTACT_CHANGED event instead of IMMEDIATE_CHANNEL_ARRIVAL event.


Config parameter UseComplexCallID is used as Y by default. To disable, set UseComplexCallID=N


Optimized code executed by the Connector during reconnections to Cisco CTI Server.

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Connector is modified according to changes introduced in UCCE 8.0. Functionality verified towards UCCE 8.0 and backward compatibility with UCCE 7.5(x) was confirmed.


No indication of a new incoming call in some cases of using multi-level auto-attendant (when Call ID changes without Transferred event). Agent does not see the new call and, for that reason cannot answer it via CRM soft-phone controls.


One additional queue (as “0”) was reported in the list of queues agents were logged in to.


Agent phone-set/extension was reported incorrectly to other MCIS modules. For the end-users (of the Admin Tool, for example) this resulted in incorrect data for the Extension field.


UCCX-specific: After the DropCall-requests, a false error message could appear (the call was dropped without issues).


After Reverse Transfers and/or Reverse Conferences (Reverse Merge) CTI requests could have failed due to using incorrect CallID’s. Handling Reverse Transfers and/or Reverse Conferences is improved.

127 Low Cisco CTI Connector

Added possible config values for the PeripheralType parameter: CALL_MANAGER and UCCX. The new entries are recommended for usage instead of abbreviated CISCO_CALLMAN and outdated CISCO_IPCCX, correspondingly.

Documentation Updates For the latest versions of all Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, and Salesforce.com documentation, go to http://www.cisco.com/en/US/products/ps9117/tsd_products_support_series_home.html

This section contains updates that were unavailable in the latest published versions of the following documents:

Cisco Unified CRM Connector Implementation and Administration Guide for Microsoft CRM, Oracle PeopleSoft, and Salesforce.com 7.5(2)

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http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

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