Release Notes for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com Release7.5(2)
Revised: October, 2010
IMPORTANT NOTES:
* * All instructional text in red italics is in conditional text. Before sending your document out for review, either delete it or hide it. Change anything in green.
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* Make your release notes cumulative per major or minor release.
These release notes describe all versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle Peoplesoft, and Salesforce.com, Release7.5(2).
To view the release notes for previous versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft , Salesforce.com, go to:
To access the latest software upgrades for all versions of Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft Salesforce.com, go to
Contents
NOTE: Per minimalism, you do not need an introductory sentence here like “This section contains the following sections”.
• Introduction, page1
• System Requirements, page1
• Related Documentation, page2
• New and Changed Information, page2
• Caveats, page5
• Documentation Updates, page21
• Obtaining Documentation, Obtaining Support, and Security Guidelines, page22
Introduction
Provide a brief introduction to the product. The following is an example.
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
Put all system requirements here.
This is a subheading of the System Requirements heading. If you have this information, put it here.
Related Documentation
- See the Documentation Guide for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.comat
- Documentation for Cisco Unified CRM Connector is accessible from
- For additional information on Cisco Unified ICM and Unified Contact Center Enterprise and Hosted, see Voice and Unified Communications Cisco Unified Contact Center Products at
- Technical Support documentation and tools can be accessed from
- The Product Alert tool can be accessed through
New and Changed Information
Although optional, this section is particularly useful for feature changes that are implemented in maintenance releases for which we’re not updating the documentation. You can also refer readers to the product’s data sheet.
Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.comRelease 7.5(2) introduces the following features:
Table3Resolved in Release 7.5(2)Identifier / Severity / 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.
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.
11 / Medium / Admin Tool / Added "Change Password" functionality/link on home page.
12 / Medium / Admin Tool / 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
16 / Medium / SFDC Adapter / Configurable dispositions for outbound and inbound (should support different disposition codes for both inbound and outbound)
17 / Medium / SFDC Adapter / Compatible with CTI 2.0.3 toolkit
18 / Medium / SFDC Adapter / Default call disposition is configurable
19 / High / SFDC Adapter / Drop Party from conference
20 / Medium / SFDC Adapter / Pending work state added
21 / Medium / SFDC Adapter / Hold/Retrieve line 2
22 / Medium / SFDC Adapter / Support for Firefox 3.5
23 / Low / SFDC Adapter / Configurable screen pop
24 / Medium / SFDC Adapter / Configurable not ready reason code display
25 / Low / SFDC Adapter / Support for additional work modes (Manual in, auto in, ACW)
26 / Medium / SFDC Adapter / Configurable auto answer
27 / Low / SFDC Adapter / Call log configuration
28 / Low / SFDC Adapter / New line management
29 / Medium / SFDC Adapter / Transfer configuration (turn off blind transfer, reconnect)
30 / Low / SFDC Adapter / Conference configuration (reconnect, drop party)
31 / Low / SFDC Adapter / Configure prefix (call plan)
32 / Medium / SFDC Adapter / Orphan records (Customer specific)
33 / Medium / SFDC Adapter / Disable edit of call history
34 / Medium / SFDC Adapter / Outbound screen pop (configurable)
35 / Low / SFDC Adapter / Auto call disposition (Customer specific)
36 / Medium / SFDC Adapter / Special screen pop handling (Customer specific)
37 / Medium / SFDC Adapter / Track Customer authentication state (Customer specific)
38 / Medium / SFDC Adapter / Citrix support (Customer specific)
39 / Medium / SFDC Adapter / Issue of transfer: all buttons disappear after clicking complete transfer. This has been enhanced to no longer happen
40 / Medium / SFDC Adapter / 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
41 / Medium / SFDC Adapter / 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 forCisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft, Salesforce.com at
NOTE: Per minimalism, you do not need an introductory sentence here like “This section contains the following sections”.
Caveats
NOTE: Per minimalism, you do not need an introductory sentence here like “This section contains the following sections”.
• Using Bug Toolkit, page5
• Open Caveats, page6
• Resolved Caveats, page6
INFORMATION ABOUT CAVEAT TABLES:
* Have your team supply you with the bugs needed for the open and resolved caveat tables.
* Ask for severity 1, 2, 3 and select sev 4 bugs (the team determines what is “select”)
* Per Jim Peng in CA, we’ve been asked to organize open and resolved caveats by severity (listing the highest severity first). He has requested this on CUPC, CIPC, as well as MPE. If you have any doubts about which severity categories to include, check with your CA rep and DE manager.
* All bugs MUST have an RNE in CDETS. It is not our responsibility to provide these, or to even check to see if they are there.
* Just for informational purposes, in the open list are bugs in the O, A, N, H, W, and I states. This list also includes any customer-found bugs that are in the C (=closed) state because they are bugs that we are aware of but are not going to fix. So they are closed.
* Just for informational purposes, in the resolved list are bugs in the R and V states. We don't include J or U bugs unless they are customer found (because if a customer opens a bug, they will want to know what happened to it, even if it is Junked or Unreproducible). Ideally, bugs in the R state should not be a part of this list, because they have not been verified by Dev Test. If you see bugs here in the R state, you might want to let the Program Manager know so they can decide if they should be included or maybe the Program Manager will encourage Dev Test to verify them.
PROCESS TO FOLLOW TO POPULATE THE CAVEAT TABLES:
1. After you get the list of bugs from your Program Manager or Dev Test, import them into the table in the Release Notes.
There are two ways to do this:
* Manually, where you go into CDETS and look up each bug to ensure that all the information given to you about them is correct. (You won't look up bugs in Bug Toolkit because the bugs only show up in Bug Toolkit at FCS.) Copy the CDETS #, severity, component, and description into your table in FrameMaker.
* Use the CCBU Release Note extractor tool at
2. If you have the bandwidth and inclination, edit the bug description so that it reads OK. For example, you can look for typos and keywords that should not be shown to customers, such as project code names. You do not need to edit the description in CDETS.
3. We no longer need to add a URL or hypertext link to the Bug Toolkit for each bug. This may change in the future because of changes being made to the Bug Toolkit.
Using Bug Toolkit
Use the text below exactly as is. Just copy and paste.
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 Begin
To access Bug Toolkit, you need the following items:
• Internet connection
• Web browser
• Cisco.com user ID and password
Procedure
Step1 To access the Bug Toolkit, go to
Step2 Log in with your Cisco.com user ID and password.
Step3 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
Use the text below as is. Just copy and paste and change the [Product Name].
There should only be one open caveats table in the RNs. The intro paragraph states that these bugs might also have been open in previous releases.
NOTE: When a new release goes out, check all the CDETS in the existing Open Caveats table and see if they are still open. If they have been resolved in this release, move them to the “Resolved in This Release” table.
The caveats in Table1 describe possible unexpected behavior in the latest Cisco Unified CRM Connector for Microsoft CRM, Oracle, PeopleSoft, and Salesforce.comrelease. These caveats may also be open in previous releases. Bugs are listed in order of severity and then in alphanumeric order by bug identifier.
Table1 Open Caveats for Cisco Unified CRM Connector for Microsoft CRM, Oracle PeopleSoft Salesforce.com1 / Low / SFDC 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
Use the text below as is. Just copy and paste and change the [Product Name].
If this is the first release of the product, this section is not required!
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 Bug Toolkit <Required>” section on page5).
The following sections list caveats that are resolved inCisco Unified CRM Connector for Microsoft CRM, Oracle People
Soft, and Salesforce.combut that may have been open in previous releases:
The release numbers above are only examples. Start with the most recent release and go all the way back down to where this release note starts.
Release 7.5(2)
Table3 Resolved in Release 7.5(2)Identifier / Severity / 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'
9 / Medium / MSCRM Adapter / Support for MSCRM 4.0
10 / Medium / MSCRM Adapter / Added Web.config parameter where admin can specify what ROLE they want as Admin (default will be System Administrator).
11 / Medium / MSCRM Adapter / Added Lead to ANI search (configurable in web.config)
12 / Medium / MSCRM Adapter / Added Account to ANI Search (configurable in web.config)
Added Account type to Account in Ani search (if customers want to specify the account type to pop on, they can, configurable in web.config)
13 / Medium / MSCRM Adapter / Added configurable start page for bottom contact data area (The value is configurable in web.config)
14 / Medium / MSCRM Adapter / 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)
16 / Medium / MSCRM Adapter / Added IFD (MSCRM hosted solution) support along with SSL support (configurable in web.config)
17 / Medium / MSCRM Adapter / Added new drop down menu that will display MSCRM Entity lists
18 / Medium / MSCRM Adapter / Phone Call form will pop on answer button (configurable in web.config)
19 / Medium / MSCRM Adapter / Phone Call activity will be passed to consulting agent if first agent saves activity.
20 / Low / MSCRM Adapter / Added prefix number for outgoing call to web.config.
21 / Low / MSCRM Adapter / Enhanced Arabic language labels
22 / Medium / MSCRM Adapter / 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""/>"
23 / Medium / MSCRM Adapter / Added contact search to thread, so it will not delay the polling of MCIS Web services when events are received