EX Engage Connector Conversation Provider Service

This article provides details about all 100.0.x releases of EX Engage Connector Conversation Provider Service (EXCP).

August 23, 2023 (100.0.100.06)

Previously, when a call was transferred to a DN where the agent is not logged in, the ACWQueue metrics were not updated. Now the metrics are updated correctly. (CCECP-621)

In agent-initiated outbound call scenarios, when a Consult call is established through a routing point and the agent released the call after transfer completion, the call was not released in Genesys Cloud. This issue has been resolved. (CCECP-653)
Previously, in a two-step transfer scenario, if the customer hung up before the transfer process started, the Genesys Cloud UI showed the call as transferred instead of showing that both the main and consult calls were released. Now, the Genesys Cloud UI correctly displays the calls as released in such scenarios. (CCECP-650)
If an agent does a single-step transfer on a call, which was previously processed on a routing point, then the GC EX Org fails to detect it as a blind transfer in the injected conversation. This issue has been resolved. (CCECP-647)
Previously, if an Engage call traverses multiple routing point DNs used by URS for target selection, then the corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call. Now, the correct routing point is shown as abandoned. (CCECP-642)

This is the initial release of EX Engage Connector Conversation Provider Service (EXCP).

EX Engage Connector requires a call routed to an agent to go through a VQ DN, which is configured to be mapped to the GC EX Org as an ACD Queue. Call distributed to agents without involving a VQ DN (e.g. through an Engage ACD queue) may be injected into the GC EX Org incorrectly. (CCECP-643)
If an Engage call traverses multiple routing point DNs used by URS for target selection, then the corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call. (CCECP-642)
If an agent uses a two-step transfer on a call, which was previously processed on an RP, then the corresponding GC conversation may incorrectly classify this transfer as a blind transfer. (CCECP-633)
If an Engage agent initiates a consult call to a RP and completes it before the call is distributed to an agent, then corresponding GC conversation may be built incorrectly. In particular, it may be positioned as Abandoned and/or GC conversation may represent only part of the Engage call. (CCECP-620)
If an agent uses a single-step transfer on a call, which was previously processed on a routing point, then the GC EX Org fails to detect a blind transfer in the injected conversation. (CCECP-647)