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PureConnect 2021 R4Generated:04-November-2021Content last updated:PureConnect for Salesforce14-September-2021Printed HelpSee Change Log for summary ofchanges.AbstractThis document contains the application help for PureConnect forSalesforce.For the latest version of this document, see the PureConnectDocumentation Library at: http://help.genesys.com/pureconnect.For copyright and trademark information, pyright and trademark information.htm.1

Table of ContentsTable of ContentsWhat's new in PureConnect for Salesforce25September 2, 2021July 23, 2021May 28, 2021April 24, 2020December 12, 2019December 18, 2018August 14, 2018July 17, 2018May 1, 2018April 17,2018December 12, 2017October 31, 2017October 17, 2017October 3, 2017September 19, 2017August 8, 2017July 25, 2017 - 1.5.2150June 13, 2017 - 1.3.2096May 16, 2017 - 1.3.2054April 19, 2017 - 1.3.2025January 10, 2017 - build 1.2.1903December 2, 2016 - build 1875August 23, 2016 - build 179155555556666667777999101516PureConnect for Salesforce Release NotesBrowser requirements for PureConnect for SalesforcePureConnect for Salesforce features172627StatusesMenuInteractionsCall logMake a callWorkgroup Activation272728292930Web-based phone32User requirementsWorkstation requirementsCIC requirements323232Desktop alertsEmail-to-case in PureConnect for SalesforceScreen pop in PureConnect for SalesforceLanguage support in PureConnect for SalesforceCIC Client3334353637Lightning ExperienceClassic modeConsole modeInteraction controls in PureConnect for Salesforce37373838Make a callInteraction controls3940Custom buttons41Getting Started43Log in to PureConnect for Salesforce43Log in to PureConnect for Salesforce onlyLog in to both PureConnect for Salesforce and CIC client4343Log in with a Web-based phoneLog in to PureConnect for Salesforce using SSO4345Log in to PureConnect for Salesforce onlyLog in to both PureConnect for Salesforce and CIC client4546Log in to a secure systemSingle sign-on46482

Change your password in PureConnect for Salesforce49Password Policies49Troubleshoot connections errorsChange station5050Calls52Call history in PureConnect for SalesforceCall logs in PureConnect for SalesforceClick to dial in PureConnect for SalesforceMake a call in PureConnect for Salesforce52535355More information about Advanced Dial options56Make a conference call in PureConnect for SalesforceTransfer an interaction in PureConnect for Salesforce5757Blind transfer an interactionConsult transfer a call5859Pick up an interaction in PureConnect for SalesforcePlace an interaction on hold in PureConnect for SalesforceRecord a callRecording Types60616263Ad hoc recordingsSnippet recordingsSnippet Recording Precedence636363Securely pause a recording in PureConnect for SalesforceView and edit call logs in PureConnect for Salesforce6464Interactions menuCall log menuCall log details646464Wrap up a call in PureConnect for SalesforceWrap up a conference call in PureConnect for Salesforce6666About callbacks in PureConnect for Salesforce67Respond to callbacks in PureConnect for Salesforce67Work with chats in PureConnect for Salesforce70Start an intercom chat in PureConnect for SalesforceAnswer and control a new chat in PureConnect for SalesforceNavigate multiple chats in PureConnect for SalesforceTransfer a chat in PureConnect for SalesforceEnd a chat in PureConnect for SalesforceUse Response Management in a chat in PureConnect for SalesforceEmail in PureConnect for Salesforce71727272727374Email views in PureConnect for SalesforceForward an email message in PureConnect for SalesforcePick up or reopen an email message in PureConnect for SalesforceReply to an email message in PureConnect for SalesforceReply to an HTML email messageFormat TextCreate a hyperlinkInsert an image7476767777787878Secure email messages79Overview of Secure E-mail MessagesSecure E-mail Interaction Icons7979Transfer an email message in PureConnect for SalesforceUse Response Management in an Email Reply in PureConnect for SalesforceWorkgroups808182Change your workgroup activation status in PureConnect for SalesforceWorkgroup Queues viewWorkgroup Queues View Features828383Filter a Queue View86Response Management in PureConnect for Salesforce88Response OrganizationUsing Response Management in PureConnect for SalesforceCreate personal responses in PureConnect for Salesforce888889Personal MessagesPersonal FilesURLs8991923

Create response macros in PureConnect for Salesforce95SystemAttributeResponse959595Insert a Response dialog box in PureConnect for SalesforceResponse Management Editor in PureConnect for Salesforce9597Editor tools98Organize personal responses in PureConnect for Salesforce100Create a personal folderWorking with Response Folders100101Search for a response in PureConnect for Salesforce102Full-Text Search102Use a response shortcut in PureConnect for Salesforce103Work with Status in PureConnect for Salesforce104Statuses in PureConnect for SalesforceSet your status104104Additional status notes105Set status notes and detailsFavorite Statuses106108Voicemail109Voicemail button110Message Waiting Indicator110Voicemail view110Voicemail View Features110My Interactions viewPlayback messages in the Voicemail View113113Interaction Dialer campaigns114Interaction Dialer in PureConnect for Salesforce114Get startedLog in and out of campaignsWork with campaign calls114114114Agent statuses in Interaction DialerLog in to Dialer campaign in PureConnect for SalesforcePlace an outbound Interaction Dialer callSchedule an Interaction Dialer callback in PureConnect for SalesforceRequest a break in Interaction Dialer in PureConnect for SalesforceGo on breakWhile on breakReturn from break115115116117117117117117End an Interaction Dialer call in PureConnect for SalesforceLog out of Interaction Dialer Campaign in PureConnect for SalesforceTroubleshoot Interaction Dialer in PureConnect for SalesforceCall drops off the queueCannot conference Interaction Dialer calls118118119119119Other agent features120Search for an agent in PureConnect for SalesforceRequest assistance120120Workgroup SupervisorsRequesting Assistance120121Use keyboard shortcuts in PureConnect for SalesforceLog out of PureConnect for Salesforce122123Change log1244

What's new in PureConnect for SalesforceGenesys introduced the following changes and enhancements in PureConnect for Salesforce:Note : Release dates in the future are projections and are subject to change.September 2, 2021Salesforce Winter 22Validated PureConnect for Salesforce with Salesforce Winter22 release.July 23, 2021Salesforce Object Routing Server (SORS) V1.1.4The Salesforce Object Routing Server has been enhanced with improved Salesforce re-connection capabilities, proxy settingssupport and OSSM. Salesforce Interaction Creator handler has also been updated. You can download the handler file (zipped.ihd file) and publish it to the CIC server. To download the SORS package, see Utilities and Downloads and for moreinformation, see Salesforce Object Routing Server help.May 28, 2021Salesforce Summer 21Validated integration with Salesforce Summer 21 release.April 24, 2020Salesforce Object Routing ServerThe Salesforce Object Routing Server is a replacement for the Salesforce Object Routing Connector. It eliminates the need forthe PureCloud Bridge Server. Genesys will not support the PureCloud Bridge Server after January 1, 2021. To use the newSalesforce Object Routing Server, customers must use CIC 2018 R4 or a later release. For more information, see the SalesforceObject Routing Server help.December 12, 2019Custom ButtonsThe new Custom buttons feature provides the ability to invoke a handler or launch a local application or any http/httpsbased web page. You can enable a custom button to be available for use at the following times: 1. all the time, 2. when aninteraction is selected, 3. when a specific type of interaction (such as a work item) is selected, or 4. when an active (notdisconnected) interaction is selected.December 18, 2018Screen pops for outbound callsYou can now enable screen pops for outbound calls by setting a server parameter on the IC Server. SettingSF PopOutboundCalls to “true” enables screen pops based on the “Inbound” softphone settings configuration.August 14, 2018PureConnect for Salesforce Omni-Channel status syncPureConnect for Salesforce Omni-Channel status sync now support the mapping of more than one status.Omni-Channel SyncSettings enable you to set single direction or bi-directional status mapping between Omni-Channel and PureConnect for5

Salesforce statuses. You can set multiple status maps and control the availability your agents for interactions in both systemsSee the PureConnect for Salesforce Integration Administrator's Guide for details.July 17, 2018Presence statuses for Omni-Channel now synchronize while using Salesforce Lightning Experience.As in Salesforce Classic, you can use both PureConnect and Omni-Channel to route work to agents. You use statussynchronization to ensure that agents are not routed interactions from both products simultaneously. See the PureConnect forSalesforce Integration Administrator's Guide for details.May 1, 2018Transfer an interactionUsers can choose a "dial as digits" option in the Transfer dialog box.April 17,2018Call logsThe Call Log view displays a timer for securely paused interactions.December 12, 2017Workgroup Queues viewThe Workgroup Queues view enables agents to view queued up interactions in a selected workgroup within the PureConnect forSalesforce interface. A new Workgroup Queues button enables agents to display this view. Agents can pick up interactionsfrom this view and add them to their My Interactions queue view.October 31, 2017PureConnect for SalesforcePureConnect for Salesforce has been renamed to PureConnect for Salesforce. The application now displays updated Genesysand PureConnect rebranding.October 17, 2017Salesforce Omni-Channel Presence SyncYou can use both PureConnect and Salesforce Omni-Channel to route work to agents. This provides a consolidated agentexperience without the typical problems associated with routing interactions. You can protect an agent from being routedinteractions from both products simultaneously by setting statuses to sync between Omni-Channel and PureConnect in theSalesforce Call Center Settings. Agents can toggle between accepting work from Omni-Channel and accepting ACD interactionsfrom PureConnect.Note : The PureConnect for Salesforce Administrator can customize this status synchronization for your organization.Contact this administrator for instructions on using PureConnect for Salesforce and Omni-Channel together.New alerting console actionsConsole events can trigger an action such as playing a chime when specific events occur. For example, two console eventsoccur when an interaction is auto-answered by an agent. These events have parameters tied to the event, reason, andinteraction ID.Warning : The implementation of console events is reserved for Genesys PSO use only.Custom Interaction detailsCustom Interaction details now control information displayed in the My Interactions tab in the Email and Chat popup windows.For more information, see Customize interaction Details in the PureConnect for Salesforce Integration Administrator's Guide.6

October 3, 2017Snippet RecordingsThe new Snip button enables agents to make recordings that are stored in the CIC database. Snip creates SASF (SecureAuthenticated Stream Format) files. Snippet recordings store not only the interaction recording but also participant and eventdata. Snippet recordings can be encrypted.Requirements : The CIC administrator must configure Interaction Recorder to Enable Snippet Recordings . Thisadministrator must also assign a Recorder Access license to an agent or the station they use. To make a snippetrecording of a call, an agent also needs the Snip Interactions Security right.September 19, 2017New Console EventsTwo new console events occur when an interaction is auto-answered by an agent. See the PureConnect for SalesforceIntegration Administrator's Guide for O ANSWSER ACD .AUTO ANSWER NON ACD INTERACTIONSAugust 8, 2017SSO ProviderThe PureConnect for Salesforce administrator can limit allowed SSO providers to a single choice when you log on toPureConnect for Salesforce. Call Center settings control which SSO providers are available in the Login dialog box. For moreinformation, see the PureConnect for Salesforce Integration Administrator's Guide.Forced Interaction Center logoutsThe PureConnect for Salesforce administrator can set a new General Server parameter, INDEPENDENT STATION TIMEOUT toa number of minutes. If the administrator also enables the Prevent station logoff on navigation Call Center Settingsoption, this forces CIC stations to log off the PureConnect for Salesforce integration when CIC does not detect any agentactivity during the specified period. To enforce a timeout, CIC requires both this setting and the server parameter. This optionrequires CIC 2017 R3 Patch 8 or later.Interaction Center station logouts preventedA new Call Center setting, Prevent station logout on navigation , creates an independent CIC station that prevents agentsfrom being logged out when they navigate to a Salesforce page that does not contain the CIC client.Note: To enforce a timeout for this independent station, the PureConnect for Salesforce administrator must also set a validnumber of minutes in the INDEPENDENT STATION TIMOUT General Server parameter. For more information, see thePureConnect for Salesforce Integration Administrator's Guide.New audio librarySound effects work more reliably for newer versions of Chrome. We now use a new audio library, howler.js, to play audioinstead of the standard HTML5 audio library. This enables you to use Chrome 59 and makes the audio feature consistent withPureCloud applications.July 25, 2017 - 1.5.2150Favorite statusesYou can designate selected statuses as favorites. Each status in the Status list has a Favorite status icon. When you hoverover a status, this icon appears as a yellow star or blue outline star. A yellow star indicates a favorite status. Favorite statusesappear as buttons above the Status list. You can change your status simply by clicking a Favorite status button.7

Searchable statusInstead of scrolling through a long list of possible statuses, you can change your status by typing the name of a status in theSearch Statuses text box and then selecting it.Extension numbersExtension numbers now appear in the Directory view. Click an extension to call an agent. You can also search for an agent byextension number.8

User experience improvementsWe have adjusted the colors, icons, and text in the CIC client interface to reflect the styles used in Interaction Connect. Theicons for alerting interactions are now black, connected interaction icons are green, and held interaction icons are orange.June 13, 2017 - 1.3.2096Web-based phoneThe Web-Based Phone feature enables PureConnect for Salesforce users to use a web browser on a computer as a SIPtelephone using WebRTC as the communication protocol. The Web-Based Phone eliminates the need to distribute, install, andconfigure a physical IP telephone for each agent or user, or to install a SIP soft phone application on PCs. Agents can test theirmicrophones and speakers prior to and while using the Web-Based Phone.Note: This feature requires CIC 2017 R4, CIC 2017 R3 Patch 5 or later, or CIC 2017 R2 Patch 10 or later.VoicemailVoicemail messages are now routed to PureConnect for Salesforce. The messages appear in the new Voicemail view. Thisview includes controls for listening to voicemail messages, deleting messages or downloading them to your workstation.Note: This feature requires CIC 2017 R3 or later.May 16, 2017 - 1.3.2054User agreementAs part of the logon authentication process, you have the option of displaying a statement to which the user must agree beforelogging in.April 19, 2017 - 1.3.2025Lightening Experience supportThe PureConnect for Salesforce Lightning Experience offers significant advantages over the PureConnect for Salesforceintegration in the Classic mode. In Classic mode, every time an agent takes an action, a new CIC session is created. This putsan additional load on the IC Server and off-server Session Managers. Lightning mode eliminates those page refreshes. The softphone does not have to reload when Salesforce reloads with each page refresh. The PureConnect for Salesforce integrationcan then use one session for the duration of the day improving the scalability of PureConnect for Salesforce.9

January 10, 2017 - build 1.2.1903Agent's logged in statusThe Directory view shows whether an agent is logged in. A green check mark indicates the agent is logged in. A red X indicatesthe agent is logged out.Call history viewThe Call History view displays information about your recent incoming and outgoing calls, including the name and phonenumber of the other party, the day and time of the call and its duration.Note: This requires CIC 2015 R3 or later.Change your passwordCIC alerts you at login when your password is about to expire. Use the new Change Password menu option to change your CICpassword at any time.Chat windowThe redesigned Chat window has new controls for tor using Response Management or requesting assistance. See Work withchats in PureConnect for Salesforce for more details.10

Create and use personal responsesYou can create personal response items that contain information you often need when handling interactions. You can createpersonal messages, store links to files on your workstation, and create hyperlinks to useful URLs. These responses are storedin a special category called My Responses . You can use these responses in chats and email replies.Desktop alertsDesktop alerts notify you of alerting interactions when your browser is minimized.Note : This is supported for Chrome and Firefox.Dial from all viewsThe Make a Call button is now available on all views. Click the button and type the phone number.11

Email supportYou can use PureConnect for Salesforce to read and respond to ACD-routed email messages.Note: This requires CIC 2016 R2 or later.Interaction durationThe Interaction view displays interaction duration.12

Localization of namesPureConnect for Salesforce now uses the following logic to determine the formatting of names:1.2.3.4.5.If available, the displayname in Interaction Administration is used over anything else, including first and last names.If displayname is not available, then the name appears as “lastname, firstname”.If displayname and firstname are not available, then only the lastname appears.If displayname and lastname are not available, then only the firstname appears,If displayname, lastname, firstname are not available, then the userID appears.Make CallThe new Make Call icon is available on every view and enables you to dial calls quickly.On phone indicator for interaction transfersWhen you are about to transfer an interaction, a phone icon in the search results indicates the agent is already on a call.13

Request assistanceYou can request assistance from your workgroup supervisor when you encounter an interaction for which you need help.Note: This requires CIC 2015 R4 or later.Status notes and detailsDepending on the status you select, you can set status details including status notes, forward number, and date and time youwill become available. The date and time information you enter is played for all your incoming calls while in this status.Workgroup activation statusA new Workgroup Activation menu selection enables you to change your workgroup activation status.Note: You need the Activate self Access Control right for the selected workgroup to change your workgroup activationstatus.14

December 2, 2016 - build 187515

Time in Status displayYour current status and the amount of time you have been in that status appear at the bottom of the PureConnect forSalesforce pane.Call and Interaction Duration displayDuration of a call or other interaction now appears in the Interactions view.August 23, 2016 - build 1791Transfer a call to an Attendant ProfileYou can now blind transfer a call to an Attendant profile. See Transfer an interaction.Use Response Management in a chatYou can use stored responses to frequently asked questions, standard greetings, or other text that you type frequently in chats.Your CIC administrator can create these stored responses and grant you the required rights to use them in chats. See Useresponse management in PureConnect for Salesforce.Chat with other CIC usersYou can chat with another logged in CIC user. See Start an intercom chat.Spanish and French language supportSee Language support in PureConnect for Salesforce for more information.16

PureConnect for SalesforcePureConnect for Salesforce Release NotesThis page describes all the PureConnect for Salesforce releases. Most updates are automatic. For new features that require configuration, you must upgradethe managed package.Tip : To subscribe to advance notice of upcoming releases, use the following link: http://eepurl.com/cyHY2T.Note : Release dates in the future are projections and are subject to change.DateBuildDescriptionlinkSeptember 2, 20211.6.2967Validated PureConnect for Salesforce with Salesforce Winter 22 release.A simple validation without any changes or updatesMay 28, 20211.6.2967Validated integration with Salesforce Summer 21 release.Bug FixFixed the PureConnect for Salesforce soft phone not loading issue.October 22, 20201.6.2933Bug Fix:PureConnect for Salesforce Desktop Alerts were not working properly across browsers.August 02, 20201.6.2921Bug Fixes:Campaign logout button will logout the user from dialer in the UI, rather than just server side.The request break button will function correctly in relation to campaign login status. It no longer allows breaks to berequested when logged out of campaigns, and it cannot get into a state where the agent is receiving calls whileappearing on break.June 19, 20201.6.2914Bug FixLong wrap-up labels were being cut off.March 11, 20201.6.2824Bug FixDial pad was occasionally being incorrectly disabled when working with multiple connected interactions.January 31, 20201.6.2814Bug FixNow using “samesite None” in the cookie header to support chrome 80 changing the default to “samesite Lax”.Please note that in order to have this completely fixed, you will also need an update to the CIC Server. For details andworkarounds see T000000fxqm?name ookie-restrictions-in-Chrome-80&fromCase 1January 24, 20201.6.2809Bug FixFixed login issue when using cached values.January 9, 20201.6.2796Bug FixFixed voicemail button.December 12, 20191.6.2791New FeatureThe new Custom buttons feature provides the ability to invoke a handler or launch a local application or anyhttp/https based web page. You can enable a custom button to be available for use at the following times: 1. all thetime, 2. when an interaction is selected, 3. when a specific type of interaction (such as a work item) is selected, or 4.when an active (not disconnected) interaction is selected.August 23, 20191.6.2718Bug FixesWrapup codes that exceed the length of the window now wrap around to the next line.Fixed logic in consult transfer to avoid incorrect interaction state changes.Improved fail over case for temporarily loss of connection.July 9, 20191.6.2680Bug FixesFixed inability to click campaigns hidden under Dialer buttons.Fixed Dialer preview timer colors so they are visible for the entire duration of the timer.May 23, 20191.6.2672Bug FixesFixed “Failed to Save Call Log” error for attempts to auto-associate to invalid types.Fixed a problem with the Microsoft Edge browser suppressing click-to-dial links.April 2, 20191.6.2654Bug FixRemoved the ability to associate interactions to reports in order to stop the "Failed to Save Call Log" error.March 19, 20191.6.2646Bug FixWrap up code dialog now pops in side-by-side mode when logging into the PureConnect for Salesforce client first.17

March 5, 20191.6.2645Bug FixStatus notes are no longer able to be set on a non-selectable status.February 19, 20191.6.2644Bug FixesAlerting calls will now expand the minimized PureConnect softphone in Lightning Mode.Fixed small memory leak.December 18th, 2018 1.6.2627New FeatureYou can now enable screen pops for outbound calls by setting a server parameter on the IC Server. SettingSF PopOutboundCalls to "true" enables screen pops based on the "Inbound" softphone settings configuration.Bug FixScreen pops no longer pop for outbound calls running in side-by-side mode unless the server parameterSF PopOutboundCalls is set to "true."October 24, 20181.6.2609Bug FixScreen pops will no longer pop for internal calls in Lightning mode.August 14, 20181.6.2571New FeaturePureConnect for Salesforce Omni-Channel status sync now supports the mapping of more than one status. OmniChannel Sync Settings enable you to set single direction or bi-directional status mapping between Omni-Channel andPureConnect for Salesforce statuses. You can set multiple status maps and control the availability of your agents forinteractions in both systems. See the PureConnect for Salesforce Integration Administrator's Guide for details.Bug FixFix browser popup window incorrectly popping to a URL or object.July 17, 20181.6.2552New FeaturePresence statuses for Omni-Channel now synchronize while using Salesforce Lightning Experience.As in Salesforce Classic, you can use both PureConnect and Omni-Channel to route work to agents. You use statussynchronization to ensure that agents are not routed interactions from both products simultaneously. See thePureConnect for Salesforce Integration Administrator's Guide for details.Note:This feature requires the Salesforce Summer '18 Release. For more information, see the Salesforce Summer'18 Release Notes , HTML format or PDF format.Bug FixEmail-to-Case opening a browser popup window with an invalid URL while using Lightning Experience has beenresolved.May 1, 20181.6.2454New FeatureUsers can choose a "dial as digits" option in the Transfer dialog box.Bug FixAgent status and Time in Status are more accurate and better in sync with the IC Server.April 17, 20181.6.2430New FeatureThe Call Log view displays a timer for securely paused interactions.Bug FixAudio issues tied to persistent ringing have been resolved.December 26, 20171.5.2397Bug FixThe calendar control under "Status Notes" was not showing the correct locale date formatting for the "fr-CA" and "esUS" locales. This has now been corrected.December 12, 20171.5.2388New FeatureThe Workgroup Queues view is now available inside PureConnect for Salesforce. A new Workgroup Queues buttonenables agents to display this view. The view contains queued up interactions in a selected workgroup. Agents canpick up interactions from this view and add them to their My Interactions queue view.Note:Currently this view supports only the English language. Further localization will be introduced in an upcomingrelease.November 28, 20171.5.2373Bug FixConsole events for ACD/Non-ACD interactions now work consistently.18

October 31, 20171.5.2352New FeaturePureConnect for Salesforce now displays updated Genesys and PureConnect branding.Bug FixesCall control button rows no longer overflow when more than ten buttons are visible.Calendar within status notes is now localized.Note:You need the latest version of the PureConnect for Salesforce managed package to take advantage of these features.See "Install or Upgrade the managed package" in the PureConnect for Salesforce Integration Administrator's Guide.October 17, 20171.5.2315New FeaturesSalesforce Omni-Channel Presence Sync is available. You can use both PureConnect and Omni-Channel to route workto agents. You use status synchronization to ensure that agents are not routed interactions from both productssimultaneously. See the PureConnect for Salesforce Integration Administrator's Guide for details.New alerting console actionsNote:The implementation of these console events is reserved for Genesys PSO use only . A general description ofconsole events is available in the PureConnect for Salesforce Integration Administrator's Guide.Custom Interaction details now control information displayed in the My Interactions tab in the Email and Chat popupwindows. For more information, see Customize interaction Details in the PureConnect for Salesforce IntegrationAdministrator's Guide.Bug FixesPersistent connection checkbox now retains state correctly.Directory view has been optimized and now results in a smaller server fingerprint.Note:You need the latest version of the PureConnect for Salesforce managed package to take advantage of these features.See "Install or Upgrade the managed package" in the PureConnect for Salesforce Integration Administrator's Guide.October 3, 20171.5.2289New FeatureAgents can now make snippet recordings of calls.The new Snip button enables you to make recordings that are stored in the CIC database. Snip creates SASF (SecureAuthenticated Stream Format) files. Snippet recordings store not only the interaction recording but also participantand event data. Snippet recordings can be encrypted.Note:Requirements:Your CIC administrator must configure Interaction Recorder to Enable Snippet Recordings . This administratormust also assign a Recorder Access license to you or the station you are using. The Snip InteractionsSecurity right enables you to make a snippet recording of a call.Bug FixesWhen attempting to save the call log for a "User" object type, we now gracefully exit since Salesforce does notsupport this action.Type-ahead functionality within the Transfer dialogue is now more scalable.Benign

PureConnect for Salesforce Omni-Channel status sync now support the mapping of more than one status.Omni-Channel Sync Settings enable you to set single direction or bi-directional status mapping between Omni-Channel and PureConnect for 5. Salesforce statuses. You can set multiple sta