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Adapters

Important
Do NOT upgrade the Zendesk app from the Zendesk portal to a newer version until you receive further notice from Genesys.

What's New

VCC Gplus Adapters

  • This release does not contain new features or functionality.

VCC CTI Adapters

  • This release does not contain new features or functionality.

Resolved Issues

VCC Gplus Adapters

  • This release does not contain corrections or modifications

VCC CTI Adapters

  • This release does not contain corrections or modifications

Known Issues

This section is a cumulative list of known issues for all releases of VCC Adapters.

VCC Gplus Adapters

  • This release does not contain any known issues.

VCC CTI Adapters

  • An issue might occur in versions previous to VCC 2.6.2 where an agent might be able to change their number when logging in even if they do not have permission to do so. This issue only occurs in VCC 2.6.1 CTI adapters and previous. To prevent agents from changing their phone number when logging in, if you have an administrator role, you must do the following:
    • Click the Change Number on Login check box in the Contact Center Settings view to enable this functionality.
    • Click the Change Number on Login check box to clear the check box to disable this functionality. (AACD-2832)
  • When logging off from your session, make sure that you log out of the Adapter application before logging out of the CRM application. (AACD-2840)
  • Previously, an issue occurred where an agent’s state displayed as Not Ready on the Details tab of the VCC Dashboard when the agent was actually in After Call Work (ACW) state in the CTI adapter. This issue only occurs in VCC 2.6.1 CTI adapters and previous. (AACD-2967)
  • An issue might occur in VCC 2.7.5 where an agent might not be able to select and copy portions of text in a trouble ticket within the Zendesk User Interface. If this occurs, it is recommended customers upgrade their Zendesk application with the latest Zendesk client zip file. (AACD-5752)
  • The Adapter requires that the agent have a device assigned to login and work. If the agent does not have an assigned device, the Adapter might fail to load and the agent might need to refresh the page and login again after having a supervisor correct the configuration. This issue only occurs in VCC 2.6.1 CTI adapters and previous.(HTCC-8411)

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This page was last modified on October 27, 2017, at 03:46.