Release Notes

Version Information

The latest maintenance version is: 4.3.0 released on 15th of December 2023.

Notes and Recommendations

This document describes all applied enhancements and bug fixes in the above product version along with all major known issues listed.

If you wish to get a complete list of the changes in all previous versions still supported, please read the related Release Notes articles.

Versioning and Hotfix Releasing Strategy

Versioning Strategy

Desktop Connect version numbers have the following format:

v<major>.<minor>[.<maintenance>]

Major Version

The first number represents the major version. If this number is increased, it means that a significant change in the product is introduced, such as architectural adjustments, completely redesigned software components or a brand new user interface. Consequently a new major version might be backward incompatible with the previous major version (but not necessarily).

Minor Version

The second number represents the minor version which is increased when an extensive set of substantial new features are added.

Maintenance Version

The third number represents the maintenance version. Maintenance versions contain bug fixes only - no new feature is introduced when a maintenance version is released.

Notes on JavaScript Hotfix

Please note that if a JavaScript hotfix is issued for either DC 4 CRM for Salesforce or Dynamics, the whole product version number must be increased.

Highlights v4.3

Desktop Connect v4.3 delivers a comprehensive update featuring a range of new functionalities and enhancements aimed at optimizing your experience with the product. This update includes significant improvements in various areas, including telephony and CRM integrations.

Telephony Enhancements

Cisco Telephony Support: Seamless integration with Cisco Telephony systems, specifically enhancing compatibility with Cisco UCCX via Finesse API. This integration offers both basic and advanced telephony functions, such as timed After-Call Work (ACW), reason code updates, and efficient data transfer to agents.
Avaya POM Integration: Improved integration with Avaya POM, offering enhanced blending and data transfer capabilities, ensuring smoother telephony operations.

CRM Enhancements

Salesforce Integration: Enhanced integration with Salesforce, introducing new APEX search functionalities to elevate user experience and productivity.
ServiceNow Integration: Expanded ServiceNow integration, including AWS presence, interactions pop-up, last agent field, and Single Sign-On (SSO) capabilities.

Other New Functionalities:

Click-to-Dial REST API: Introduction of a click-to-dial REST API for seamless calling functionalities.

Highlights v4.2

Avaya POM desktop API support

Desktop Connect v4.2 adds support for Avaya POM integration, compatible with version 3 and 4. DC replaces the stock POM desktop client. Customer data is shown in a purpose made pop-up.

Functionalities implemented:

Agent log on/off
Change agent state
Hold/unhold/disconnect call
Accept/cancel a preview contact
Get custom codes for campaign
Wrap-up/extend wrap-up time
Transfer/consult/conference
Send DTMF
Create callback
Get/set contact details
Add agent note

Rule based screen pop feature

Desktop Connect v4.2 introduces the new rule based screen pop feature which is based on the call data. This feature needs to be configured in the Configuration Service, where rules can be created. Each rule has:

a rule name.
a condition expression, which will be evaluated on every call. The rule of the first successfully evaluated condition expression will be used.
Custom buttons list, where each button can open a configured url address.
Automatic screen pops list, where all the configured url addresses will be opened at the beginning of the call.

Highlights v4.1

Avaya IP Office enchancements

Desktop Connect v4.1 adds support for features when using IPO integration:

transfers, including transferring CRM results and agent comments
conferences
support for all CRM systems integrations available in DC4CRM (requires using the configuration service)

Highlights v4.0

Configuration web service

Desktop Connect v4.0 introduces a web service to create, edit and store configuration. This was previously stored and edited via CRM custom objects, which was inconvenient, and added some load to the CRM in larger deployments. Service also offers directory entries to be added.

Convenient single web page for all relevant settings
OpenCTI for Lighting dropped support for dictionaries, this service re-introduces the feature
Previously created configurations can still be read for CRM, migration is optional for now
We will migrate your configuration from CRM to this service if requested
Future features with configuration will only be implemented in this service

Mayor improvements in telephony connector library

Desktop Connect v4.0 uses meta events to determine call states. Previous method parsing only regular events sometimes led to ambiguous states. This change fixes/improves:

Some rare transfer scenarios where the initiating agent had a call stuck on the interface
Some rare conference scenarios where the direction of the call was incorrect
Delivering only important events to the client: one after the call state actually changes
Querying the agent state less after a call drops, improving efficiency

Highlights v3.7

Support for Avaya IP Office v11

Desktop Connect v3.7 includes support for Avaya IP Office v11, using WebRTC endpoint termination, the feature set includes

Login Avaya IP Office user
Register voice endpoint
Answer call
Hold/Resume call
Terminate call
Click to dial
Screen pop

Avaya IP Office is supported from the following environments

Service Now
Desktop Connect Standalone (CAT)

Support for Timed ACW on Avaya CM

Desktop Connect v3.7 provides support for Avaya Communication Manager timed ACW feature.

Desktop Connect server can be configured to query the switch when an agent is in ACW, in order to monitor when an agent exits ACW, the query is performed periodically where and administrator is able to configure the initial delay and how often the query should run.

Highlights v3.6

Use Desktop Connect in ServiceNow

Desktop Connect 3.6 includes support for ServiceNow Classic UI and Agent Workspace. The integration provides the following features:

Configure and enable Desktop Connect for a select ServiceNow user group
Agent state management
Softphone functionality with support for answer, hold, resume, drop and multiple call appearance
Use of Desktop Connect as a back office worker - without an Avaya Elite agent
Transfers and Conferences with context
Display of CTI and IVR data to the agent
Screen pop of contact and case/incident based on the caller identified number
Support for Click to dial from selected entities
Creation of phone log or interactions in Service Now.

Call activity enhancement for Dynamics UCI

Desktop Connect 3.6.5 includes enhancement when working with call activities in Microsoft Dynamics UCI, these include:

After the user initiates a click-to-dial call from a phone call form and the call ends, then the page is automatically refresh after the phone call record is updated by Desktop Connect
After the user initiates a click-to-dial call from a phone call form and the call ends, then any comments entered by a user in Desktop Connect are appended to existing value.
After the user initiates a click-to-dial call from a phone call form and the call ends, then if there already is a Universal Call Identifier for the phone call record a new phone call record is created.

Call activity enhancement for Dynamics Classic

Desktop Connect 3.6.6 includes enhancement when working with call activities in Microsoft Dynamics Classic, these include:

Call activity can be set to be created at the start of the call, allowing Dynamics users to start collection relevant call related information.
Administrators can configure if the User to User information is to be used for screen popping an existing call activity, allowing for automated dialling of scheduled calls.
Call details collected during call handling are saved, synchronized against the existing call activities.
VDN, HuntGroup, Actual Start and Actual End information is saved in the relevant call activity.

Interaction support in Service Now Agent Workspaces

Desktop Connect 3.6.7 allows a Service Now administrator to differentiate between Classic and Agent Workspace mode and control what kind of entity is created when a call activity is logged. By default a call activity creates a phone log in Service Now, the phone log entities also contain CTI, IVR and call outcome data, the phone log entities can be updated from within Desktop Connect's agent call history panel. If set to Agent Workspace mode, setting that can be defined for each OpenFrame configuration, the the call activity creates an interaction within Service Now saving all relevant information. CTI, IVR, call outcome and related tasks/objects data, the interactions can be updated from within Desktop Connect's agent call history panel.

Hide logo

Desktop Connect 3.6.7 support a mode where no logo is displayed, this is controlled via a URL parameter altLogo=true.

On/Off PBX number

Desktop Connect 3.6.7 further enhances how dialled numbers are determined if they are on/off PBX, enhancement is able to determine if an outbound dialled number is an internal or external, regardless of the length of the number, allowing dial out pre-fixies to be applied correctly.

Highlights v3.5

Use Call Attached Data for Screen Pop

Desktop Connect 3.5 adds to Microsoft Dynamics the option to use data collected in the IVR for performing a customer lookup. CRM Administrators have the ability to create a custom OData based query against any CRM record using data collected in the IVR.

Improved support for scheduled calls in Dynamics

Desktop Connect 3.5 support has been extended for scheduled calls to

Retrain subject and due fields when initiating a call from a scheduled entity
To optionally pop the call activity page when a call is terminated.

Avaya AES Library update

Desktop Connect 3.5 switched to using JTAPI Client 7.1 as a client library connecting to Avaya Application Enablement Services

Highlights v3.4

Run Desktop Connect in a standalone mode

Desktop Connect 3.4 provides a setup that enables user to use Desktop Connect without a CRM system, providing call control, agent state management, basic screen pop, click to dial and call activity logging.

Display data collected in the IVR

The CTI information panel has been extended to also show any call attached data added by an IVR or a 3rd party system. The call attached data can be used for running custom search queries against the CRM system.

Network timeout enhancements

Working from home has become the norm in 2020, where the network infrastructure might not be as reliable as in an enterprise environment, Desktop Connect v3.4 is introducing a more permissive network connection management, maintain the logged in user session for 5 minutes, value is configurable, before recycling the connection. Also when a connection is lost the Avaya agent is not logged off from the station.

Internal number identification

Internal numbers are identified based on the information sent by the switch, the new mechanism allows Desktop Connect to support same digit length internal and external phone numbers and be able to create a call activity.

History panel

Agent history panel has been extended to provide call activity information for the past 48 hours.

Important updates to Verint call recording integration

Desktop Connect 3.4.8 brings important updates to Verint call recording integration, please see bugs fixed for list of improvements.

Highlights v3.3

Single Sign On Support for Microsoft Dynamics

Desktop Connect 3.3 enables Microsoft Dynamics CRM administrators to setup single sign on for users - so that users are logged in their phone station without any further authentication steps. Avaya phone system credentials (Avaya agent extension, Avaya agent password, Avaya station) are stored as a user property configurable in the Desktop Connect Call Centre configuration.

Session override

Desktop Connect 3.3 enables user to take over logged in sessions - so that user can sign in even if they have not logged out from their previous station (e.g. Home office user forgot to sign out), also providing details on the use who has performed the session override, with option to sign back in.

Configure start-up location & state of Desktop Connect on Microsoft Dynamics

Desktop Connect 3.3 enables Microsoft Dynamics CRM administrators to configure where to place Desktop Connect on the Dynamics screen and also the shown in minimized or full view.

Support for SSL/TLS 1.2

Desktop Connect 3.3 fully support SSL/TLS 1.2 protocol.

Call recording control

Desktop Connect call recording integration allowed users to listen back recording directly from the CRM system, to be able to start, stop, pause and resume recording of a call. Starting with version 3.3.13 the application allows system administrators to configure the system to monitor recording for every logged in user and to switch recording control access (start, stop, pause, resume) on/off for group of users. For further information on how to configure recording monitoring and control please follow our Configuration guide

Auto answer

Desktop Connect allows CRM administrators to configure the system to automatically answer incoming calls delivered via a queue.

Highlights v3.2

New screen pop lookup method

Screen pop lookup method extended

Desktop Connect 3.2 screen pop lookup method has been extended to include a new way of searching for the appropriate records, starting from this version supervisor can configure that the application should match the last N digits of the callers number and present the results to the agent. This is useful for CRM setups where the customers phone number is not stored in a uniform way and they cannot convert the existing records to a format that the application support (E164, International, National).

Please follow the user guide

Handle multiple separate calls

Handle call while already on a call

Desktop Connect always supported handling call scenarios where multiple calls needed to be handled, such as consultation or blind transfers, conference calls. With the new release we are extending our existing call scenarios to support handling multiple unrelated calls. From now on a Desktop Connect user can answer and handle calls that are being presented to her/him while already on a call.

Although is not a common setup to in a call centre to present multiple ACD calls to an agent, still this is a valid scenario when it comes to users who sign in using their phone stations only. In such cases the application will automatically present the new call allowing the user to decide if she/he want's to answer the call or continue with the existing, in case the newly presented call is answered the original call is placed on hold and the agent has the capability to toggle between them.

Multiple matches screen pop behaviour enhanced

New multi-match screen pop behaviour

Desktop Connect version 3.2 enhances how multiple matches are screen popped, until now whenever there were multiple results matching the callers number, the result list was presented to the agent allowing her/him to choose the appropriate record, this behaviour has been extended to allow the supervisor to decide that in case of multiple matches which record type should be automatically presented to the agent e.g. Lead, Opportunity, etc.

For further information on how to configure this preferred screen popped object please follow our CRM configuration guide

Desktop Connect feature list and version support

Feature	3.5	3.6	3.7
Inbound soft phone with call control
Multiple call handling
Automatic screen pop of account and contact data based on CLI
Automatic screen pop of account and contact data based on UUI data
Agent status management and synchronisation
Click-to-dial functionality
Automatic call activity creation
Send DTMF tones
Avaya Contact Recorder integration, with call tagging and pause & resume
Auto Answer calls deliverd via a queue
Configure recording control access
Verint Call Recorder integration, with call tagging and pause & resume
Salesforce.com (OpenCTI) support
Dynamics CRM 2013 support
Dynamics CRM 2015 support
Dynamics CRM 2016 support
Dynamics CRM 365 support
Dynamics CRM 365 UCI & CIF
Cloud-based licensing support
Multi-tenant architecture support for outsourcers
Basic Queue Dashboard (agent and queue information) - single AES support
Buzzeasy Callback integration
Transfer call with associated data
Modern User Interface
Basic Queue Dashboard (agent and queue information) - multiple AES support
Agent owned callbacks via Buzzeasy Cloud Services
Configurable Agent States
Account, Contact and Case quick creation
Automatic tracking of newly created Account, Contact and Case in Call Activities
Salesforce.com Lightning interface support
Salesforce.com Omni-Channel integration
Salesforce.com Omni-Channel integration in Lightning
Call Log Comment Templates
Quickly schedule callbacks by allowing user to synchronise detail from opened contacts, account or cases with a single click
Handle multiple separate calls
Lookup records based on the last N defined digits of the CLI
Configure which object to screen pop in case of multiple results
User's can override logged in sessions
Single Sign On
Automatic login to Desktop Connect
Configurable location of Desktop Connect on screen real estate (applies only for Microsoft Dynamics)
High availability*
SSL/TLS 1.2 secured communication protocol
Open JDK 8 Support
Run in standalone mode
Display Call Attached data (e.g. IVR collected data)
Screen Pop based on Call Attached Data - Salesforce Classic & Lightning
Screen Pop based on Call Attached Data - Dynamics UCI
Timed ACW Support
Avaya IPO v11 Voice Endpoint Registration		!
Avaya IPO v11 Basic Call Control		!

Legend
Enabled
To be re-introduced
Not available
*High availability configurations are supported by using a load balanced environment, please note that the load balancer is not provided by the solution.

Bug fixes

Issue ID	Component	Description
#4959	Desktop Connect client	Users cannot sign in if password field is empty
#4515	Desktop Connect client	Application loads at the bottom of the page in Microsoft Dynamics
#5443	Salesforce.com Desktop Connect client	Association button does not work properly in Salesforce.com Lightning
#5457	Salesforce.com Desktop Connect client	Lightning screen pop sometimes uses result from previous call
#5812	BuzzEasy Connector	Buzzeasy calls do not change displayed / logged number to customer number
#5681	Desktop Connect server	Offline licensing is not logging out users
#5619	Desktop Connect client	Click-to-dial object is not associated with the call activity
#5359	Desktop Connect client	Recording tag hints are incorrect
#5370	Desktop Connect package for Salesforce.com	Desktop Connect Sf.com 3.0 package contains an outdated Call Center XML
#5972	Desktop Connect client	Error and info messages are not displayed correctly in Microsoft Dynamics when Desktop Connect is used in minimised mode
#6147	Desktop Connect server	Data transfer not working with consultation transfer
#6199	Desktop Connect server	Inbound calls in talking state cannot be dropped
#6281	Desktop Connect server	Calls transferred externally to agent show transferring agent as "CALLING" instead of customer
#6264	Desktop Connect server	Two-step transfers from external stations don't signal the first call dropping
#9344	Desktop Connect client	Outbound calls made in ACW update previous task
#9256	Desktop Connect client	No calls can be handled if no Buzzeasy is configured
#4587	Microsoft Dynamics Desktop Connect client	Dynamics: Unable to delete user from call centre
#8297	Desktop Connect client	Softphone Layout not working on EDGE
#7977	Desktop Connect client	Cross site scripting vulnerability eliminated
#7975	Salesforce.com Desktop Connect client	Secure database queries - eliminate SOQL injection
#7974	Desktop Connect	Buzzeasy organisation password is securely stored on server side - removed from call center configuration
#9481	Desktop Connect client	Event queue timeout error is displayed on the client when multiple tabs are opened (1)
#9894	Desktop Connect client	Outbound calls performed during after call work clear call activity log details
#9525	Desktop Connect client	Desktop Connect does not logout the agent in case the station is signed out from the phone set
#9994	Desktop Connect for Salesforce.com	Classic mode - screen pop runs in a loop
#10279	Desktop Connect for Dynamics	State is not synchronized correctly when login with station only
#10328	Desktop Connect client	Dialpad keypad cannot be used for dialling numbers
#11053	Desktop Connect server	Consultation call made to a VDN number is displayed as a conference call
#11054	Desktop Connect client	Hold button not displayed for conferences
#11057	Desktop Connect client	Transfer/Conference button displayed for call even if it's a first line conference
#11634	Desktop Connect client	Pressing buttons on the dialpad does not sent DTMF as expected
#11959	Desktop Connect client	Call activity subject and description is lost when dial is performed from the last activity, and user is in wrap up mode using classic Salesforce.com CTI setup.
#12079	Desktop Connect client	Click to dial no longer updates the Task when clicked during ACW. This was causing edits made to the Task externally (either manually in SF.com, caused by Triggers, etc.) to be unexpectedly overwritten with the values in the DC4CRM boxes, often left empty, so users were confused about what caused the external edits (comment, subject, disposition) to disappear.
#12087	Desktop Connect client	Changing the result list while in ACW (associate button, changing the selected object, adding new objects with buttons) no longer updates unrelated fields in the Task: comment, subject and disposition is now only updated by DC4CRM during ACW if their boxes in DC4CRM are edited. Also, edits in those boxes no longer updates object references in the "Name" (WhoId) and "Related to" (WhatId) fields of the Task, only changes in the result list (as per the above) update those.
#12090	Desktop Connect client	If comment, subject or disposition is updated to an empty value in DC4CRM, the Task field for these is no longer cleared by DC4CRM. This prevents a few possible edge-case bugs that could unexpectedly and automatically clear those fields while the agent is working in ACW. Entering a space (or any other non-empty value) in those boxes will still update the Task.
#12841	Desktop Connect client	Incoming calls when the user already has calls (possible without CM Elite, and certain ACD configurations with CM Elite) will no longer receive the same subject, comments, and object associations as the primary call. Instead, a search for each such call will be performed (no match and multiple match means no associations are created). The subject is generated to be the same as the default for regular incoming calls. The comment field can be configured via the translation files (key "COMMENT_DEFAULT"). For now, this is only available for Dynamics.
#13113	Desktop Connect client	Stack traces were logged for an exception that is part of normal operations after a socket closes. In non-console SF.com environments, each page refresh caused this large stack to get logged for each event in the next 20 seconds. The excessive logging was affecting server performance. The fix also optimizes certain websocket handling related data structures and event handling.
#13122	GeoCCI (DC telephony connector)	Unused legacy features and the various dependencies used by them were removed: VDN event handling scripts (75% of the size of the build was script parsing libraries), Routing, P2P connections. Some of these also affected performance slightly.
#13169	Desktop Connect client (SF.com)	Match Last N digits was broken by a SF.com side change. They removed the option to match the end of strings to the search term. Workaround created that works for UK and US numbers.

Issue ID	Component	Description
#13309	Desktop Connect client (SF.com)	DC4CRM can now be integrated with OmniChannel for Lightning. This was not working due to a bug in the console integration API provided by SF.com that read query parameters generated for this API wrong in Lightning (or the query parameter name was wrong). All integration features that can be used in SF.com Classic can be used in Lightning (two-way mapping of Avaya/OC states, accept/decline work items, etc.).
#13428	Desktop Connect server	The "active" page was defined as the last opened page. This caused issues like an object selected by Click to Dial on a non-active page being overwritten by search results returned to the active page. The fix makes the last page to send a request the active page, avoiding these issues.
#13552	Desktop Connect client	NTP is supposed to synchronize clocks on a network, but in some network setups between DC client and server (e.g. user works from home, and disables time synch) this is not guaranteed. This was causing some "real" calls to not get logged, because the client thought they were less than 3 seconds long (ignored by logging because of quick-transfer scenarios). DC can now correct for the time difference again, correctly measuring the length of the calls.

Issue ID	Component	Description
#15081	Desktop Connect client (Dynamics)	Secondary calls are logged as primary calls if primary ends before secondary.
#15328	Desktop Connect client	Page opening doesn't refresh ping status for 20 seconds.
#15330	Desktop Connect client	Call from a number that was once a secondary call will always be treated as a secondary call- primary calls get misclassified as secondary calls (no visible results).
#15364	Desktop Connect server	Conference scenario changes 'remotenumber' from calling to called, actual calling in CALLING_OLD
#23599	Desktop Connect server	Enhancement: Cloud licensing connection moved from 33666 port to HTTPS
#24383	Desktop Connect server	Enhancement: UCI Single Sign on added
#24393	Desktop Connect server	Enhancement: Synchronization time required after reload improved - increasing load speed on Salesforce.com Classic instance
#24374	Desktop Connect client (Dynamics)	UCI - Optional configuration valued are required
#24381	Desktop Connect client (Dynamics)	UCI - Call activity is not saved
#25423	Desktop Connect client (Dynamics)	Softphone Layout - Cannot be edited on new installs
#25357	Desktop Connect server	Chrome secure cookie requirement breaks functionality
#25414	Desktop Connect client (Dynamics)	Screen pop in UCI disregarded Softphone Layout settings
#25415	Desktop Connect client (Dynamics)	Enhancement: New setting added to call center configuration that allows phone call activities to be opened in new classic window even is used in UCI
#25842	Desktop Connect client	Call history panel - cross site scripting vulnerability removed
#26643	Desktop Connect server	Single Sign on does not work for users logging in for the first time
#26765	Desktop Connect client (Dynamics)	Right click on result set item does not open record
#26766	Desktop Connect server	Configuration is cached for 24 hours - force refresh required to reload configuration data Note: Configuration data is cached for 4 hours, when user logs out configuration data is removed
#27008	Desktop Connect client (Dynamics)	Single Sign On fields API and Schema name difference cause Desktop Connect SSO to not be compatible with both classic & UCI interface
#27067	Desktop Connect client (Dynamics)	Clicking on Desktop Connect navigation button in UCI causes an error Note: Button will be removed in future release, as it is obsolete on UCI interfaces
#27067	Desktop Connect client (Dynamics)	Display call recording playback URL as link Note: For instance where the call activity was modified to display the Playback URL field - the field needs to be removed and re-added in order for the format update to be applied.
#27193	Desktop Connect client (Salesforce.com)	Click to dial is not working in Classic interface
#27814	Desktop Connect client	Login page input is out of line on Chrome 83+, Edge Chromium 84+

Issue ID	Component	Description
#28090	CWC code is reset when transfer to agent receives the call	CWC code is reset when transfer to agent receives the call
#28222	Simultaneous call logging data	The call record that s created for the second call, is getting the subject, caller, regarding, CWC of the primary call
#28560	CAT - Buttons from the toolbar are not centered in IE11	Buttons from the toolbar are not centered in IE11
#29504	Notification windows overlaps the CTI Data panel	Notification windows overlaps the CTI Data panel
#29650	IE - CWC codes are duplicated in the list when call is received from the IVR	CWC codes are duplicated in the list when call is received from the IVR
#29999	Call activity saves the station instead of the agent identifier	When receiving an inbound call, the call activity saves the station id instead of the agent id. When making an outbound call the agent id or the station id is being saved in the call activity field
#30009	Chrome bug - Red state is shown on agent history panel even after the CWC code has been selected,Red state is shown on agent history panel even after the CWC code has been selected
#30141	IE11 - Hidden states are visible in the state dropdown	IE11 - Hidden states are visible in the state dropdown,
#30522	Inbound calls are sometimes shown as outbound calls	After a consultative transfer, the receiving agent sees the inbound customer call as an outbound call, After an inbound call is auto-answered, the call could show up as an outbound call
#30695	User credential is auto populated even if Windows Authentication is not turned on
#31270	Scheduled Phone Call Activity - blank ""Call To"" field"	Call To field is blanked out
#31357	Directory entries no longer suggested in dialing fields	Lack of suggested directory entries when typing existing entries' name in the dialing field
#31698	UCI time zone issue
#31701	Button configuration in UCI not read
#31904	Peru number formatting
#31905	CWC codes not optional in Dynamics configuration
#32105	DC UA - Login out of APC while on break leaves blended agent logged in inbound
#32193	CWC rule is not enforced	CWC rule is not enforced, calls are alerting one after the other even after 3 calls have not been wrapped up.
#32336	IVR data is displayed for next call without IVR data	Calls still display and save IVR data even if they have none, if there was no state change from BUSY since the call that loaded the data
#32697	Leading 9 is removed from displayed number in Peru mobile numbers
#32727	CWC limit reached with third but unanswered call	Agent is unjustly put into forced ACW due to unclosed (uncategorized) calls limit being reached.
#33061	[Dynamics] AppendTo permission is missing from CWC	First phone call does not create a pop-up
#33119	Agent cannot go to ACW	Agent ACW request is cancelled when on an inbound call and customer terminates connection (intermittent)
#33061	[Dynamics] 'AppendTo' permission missing from CWC	'AppendTo' permission on the CWC entity is not assigned by the managed package.
#31270	[Dynamics] Scheduled Phone Call Activity - blank Call To field	Call To field is empty when initiating a call from an existing Phone Call record, results didn't have the Opportunity associated with the scheduled call. Adding the user (and only the user) to the participant list updated the record and removed the opportunity
#31905	[Dynamics] CWC Codes are not optional	CRM Administrator needs to administer at least one CWC codes even if not used
#33309	Call Activity log expand/collapse breaks if multiple calls are initiated from the same task	Call Activity log expand/collapse brakes if multiple calls are initiated from the same task, the wrong entry in the activity logs gets expanded/collapsed.
#33933	Call Recording URL is not stored in CRM	In certain scenarios the call recording ended event cleared the recording id before the call activity could be saved
#33934	Wrong call recording URL is stored for unanswered calls	When the user did not answer the call, the previous call recording id was assigned to the call activity

Issue ID	Component	Description
#38189	Turn off Phone lib parsing for outgoing calls	Outgoing phone numbers were still parsed by the Google phone lib parser even if the CRM setting was set to AS IS
#38339	Call To field value missing in Phone Call	While in a calls if a new tab is opened with the application the search result was re-evaluated, which with certain dialing option setup could result in a different result set, clearing the actual caller object
#38717	Offline licenses are not released	Offline licenses were not released and station reference maintained
#37917	CWC code is set to null/empty	Instead of setting to the default CWC code the application set it to null/empty
#39864	Caller field is missing	Caller/Called field is missing while unattended transfer is ringing
#39865	Called field is missing	Caller/Called field is missing after the transfer is completed
#40308	No interaction is created	No interaction is created in ServiceNow from the call activity
#40727	Wrong contact is selected on the result panel	Contacts with same name have are not highlighted correctly when multiple results are presented
#40837	Comment is missing	Comment is not transferred when performing a consultative transfer
#41691	Subject is not updated	Subject is not updated when a call is made from a scheduled call, that has not yet been called.
#40786	Call outcome update is not synced to Service Now	Updating a call activities call outcome is not synchronised in the underlying ServiceNow phone log/interaction object
#41228	Each logout allows and additional unclosed call	The 3 call strikes rule can be bypassed by logging out of Desktop Connect and back, allowing for a 4th call to be taken before selecting a call outcome code
#42510	3rd call live wrapping not applied	Agent is set to ACW even if a call outcome code is selected during the 3rd call that was unwrapped

Issue ID	Component	Description
#42491	Call activity is not created at the begining of the call	Phone call activity is not saved in Microsoft Dynamics Classic if softphone layout contains no entities to search against Note: When using Microsoft Dynamics Classic contacts/account association cannot be updated by Desktop Connect once created.
#43322	Drop Call Fails after click-to-dial from Scheduled Call	Drop Call Fails after click-to-dial from Scheduled Call in Microsoft Dynamics UCI
#43542	5 digit usage of agent extension is not recognized as internal number	Note: Dialing Properties, Internal Number length controls if the leading prefix should be added to a number when dialed if not categorized as an agent, station, huntgroup or VDN extension by the switch.
#44030	Desktop Connect does not recognise VDNs as internal extensions	Desktop Connect does not recognise the VDNs as being on PBX extensions, in scenarios where the external prefix needs to be applied based on the phone number length the dial out prefix is applied.

Known issues

For a list of known issues please review the following Known Issues