2Ring Gadgets for Cisco Finesse v3.3

2Ring GADGETS for Cisco Finesse 3.3 is available as of today. To learn more, schedule a live demo over Cisco WebEx.

New Features

  • ToolBar Gadget
    • Labels can be added.
    • Splitters can be added (to create a visual group of buttons).
    • Buttons can be enabled/disabled using workflow actions (visually changing background color).
    • All features/options of 2Ring ToolBar Gadget are configured via a new web-based config page.
    • A more user friendly button click handling has been introduced. Each button has its own clicked event in 2Ring Orchestrator (workflow).

 

Browser Gadget

  • Tabs can be configured to defer load of a page until the tab is focused for the first time (lazy loading).
  • Tabs can be configured to unload a page when loosing focus (when not used). This can save memory and CPU if a page is CPU intensive.
  • All features/options of 2Ring Browser Gadget are configured via a new web-based config page.

 

Browser Extension (for Chrome and Firefox)

  • Introducing a new Automatic Configuration mode that significantly simplifies the initial setup of the Extension.
  • Agents don't need to login to the Extension manually and thus it is easy for agents to move from one agent profile to another.
  • The list of CRM Systems is automatically maintained by 2Ring Gadgets.
  • 3rd party CRM systems can now talk to 2Ring Orchestrator - bidirectional communication between 2Ring Orchestrator and a CRM system running in a supported browser is introduced

 

Dialog Gadget

  • Call Control panel / buttons can now stay visible even when 2Ring Dialog is in a collapsed state.
  • Contact lookup
    • section height is now configurable (to better adapt to customer scenarios).
    • results can contain action links on fields. These links trigger 2Ring Orchestrator (workflow) events.
    • specific results allow custom actions (displayed with custom icons)
    • supports any number of result types (if supported by the connector - previously only Account, Person and Lead type were supported out of the box).
  • Previous contact lookup actions (make call and transfer) now display a progress indicator.
  • Connection status indicator has been added. If a connection to critical service fails, an indicator is displayed, including a dialog describing the status.
  • The Dialog Gadget preloads its code at the start to continue working even if the server becomes unreachable
    • A fallback mechanism was introduced to better handle potential server disconnection (2Ring's Call Variable Editor falls back to native Cisco Finesse layouts)
  • CRM Connector for SQL (this is the so called Generic Connector for SQL)
    • The connector can provide open number of result types (entities).
    • The number of returned rows can be limited.
  • Call Picking (UCCX only)
    • The Call Picking application allows selecting which columns to display
  • General
    • A new call can be placed even when agent is in READY (applies to all 2Ring Gadgets).
    • Implemented enhanced caching of Finesse data on the 2Ring's server (effectively reducing the impact on the Finesse server).
  • Bugs Fixed
    • Too many teams displayed in Team gadget might have made it stop responding.
    • Make Call pill could be expanded to display an empty line.
    • The Dialog gadget stopped working if the 2Ring server became unreachable after the gadget was loaded, but before the first call was handled. 

 

What's Next?

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Learn More About 2Ring

2Ring, a Cisco Preferred Solution Partner, has been active in the field of services for contact centers and IP telephony since 2001. 2Ring is mostly known for 2Ring Gadgets for Cisco Finesse – a solution that creates a truly unified work space for contact center agents, improves collaboration within the contact center, and via the use of 2Ring Compact Agent, also brings back-office and remote experts within agents’ reach. However, Cisco resellers should explore the entire suite of 2Ring solutions, which, also includes 2Ring Dashboards & Wallboards (real-time reporting application), 2Ring Scripts & Forms (guiding scripts and wizards for call center agents to follow), 2Ring Phone Services, and 2Ring Call Accounting. For further info, please visit www.2Ring.com.


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