EX Engage Connector Conversation Provider Service

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

• December 15, 2023 (100.0.100.10)
• September 29, 2023 (100.0.100.07)
• August 23, 2023 (100.0.100.06)
• July 28, 2023 (100.0.100.05)
• July 14, 2023 (100.0.100.04)
• Known Issues

December 15, 2023 (100.0.100.10)

What's New

• EXCP now supports injection of events from multi-site Engage deployments.

Important

EXCP supports multi-site Engage deployment with ISCC type Route only.

Resolved Issues

• This release does not contain any resolved issues.

September 29, 2023 (100.0.100.07)

What's New

• EXCP now supports injection of more Engage call scenarios into GC, including:
  • Predictive outbound campaign calls and callback calls, which are routed to agents
  • Calls with consultation transfer completed while the consultation call is on queue or on ringing agent's phone
  • Calls with complex routing scenarios where a call traverses multiple queues or even gets queued on multiple queues at the same time

Important

Fully automated (agent-less) campaigns and ASM dialing mode with merging two independent calls made to agent and to customer are still not supported.

Resolved Issues

• Consult calls initiated by Engage agents and completed before the call is distributed to an agent are now marked correctly as blind transfers. Earlier, the corresponding GC conversation may be marked as Abandoned and/or the GC conversation may represent only part of the Engage call. (CCECP-620)
• Call transfers to DNs where the agent is not logged in are now ignored. Previously, the ACWQueue metric in EXCP was not decremented when a call was transferred to a DN where the agent was not logged in. (CCECP-621)

August 23, 2023 (100.0.100.06)

Resolved Issues

• 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)

July 28, 2023 (100.0.100.05)

Resolved Issues

• 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)

July 14, 2023 (100.0.100.04)

What's New

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

Known Issues

• For a multi-site call, if call is routed to other and customer drops before agent answers/agent did not answer the call, then this call will be displayed as two different calls in GC. (CCECP-831)
• In multisite scenarios, when two different switches have same DN number, then one of the agent names for those logged-in DN will be picked for calls in both SIP Servers. (CCECP-821)
• In scenarios where the outbound call is made by the agent to RP in a different site and then routed to a customer, the customer party is represented as external routing point number instead of actual customer number. (CCECP-797)
• The internal call between two agents in multi-site environment can be wrongly represented as outbound call in GC. (CCECP-789)
• In the case of predictive outbound campaign calls, wrap up code might be reported wrongly in GC EX Org. (CCECP-708)
• 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 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)