2Ring Gadgets for Cisco Finesse v8.0

2Ring Gadgets for Cisco Finesse Gadgets Gadgets for Cisco Finesse New Release Press Release

by 2Ring · Jun 13, 2024

June 5, 2024 – Sacramento, CA – 2Ring Gadgets for Cisco Finesse® (GA) v.8.0 is available as of today. To see the latest release of 2Ring Gadgets in action, schedule a live demo / Q&A session via our demo form.

What’s New in GA 8.0?

New suite of apps to manage contacts and speed dials – there is no need to use 2Ring Phone Services – Contact Center Edition to provide address-books and contact management. Instead, Gadgets can now be used to create:

Address Books

There are now three kinds of address books available:

  • Global – available to all teams
  • Team – available to a team,  and even
  • Personal – available to a specific user

Address books can be shared among teams and of course, Import/Export contacts from/to address books functionality is also available, and what columns are displayed is also configurable by the end-user:

Synchronization can be used to schedule regular imports and updates of contacts from:

  • Azure Entra ID
  • LDAP/Active Directory
  • SQL Databases
  • Select connectors and custom connector can now be used to sync data to the Contacts and Address Books app

Quick Actions

Quick Actions are a replacement for “speed dials” and besides providing call related actions, these new “speed dial” buttons can be configured to also deliver other manually triggered workflow actions.

Again, there are now three kinds of quick action lists available:

  • Global – available to all teams
  • Team – available to a team
  • Personal – available to a specific user.

Additional Enhancements

  • Full support for Linux based OS – Windows OS boxes are no longer needed for 2Ring Gadgets. Please note that Dashboards & Wallboards will still need Win OS VM(s) for the time being.
  • The Firefox version of the 2Ring Extension for Contact Center Softphones now implements manifest v3.
  • Response headers returned to via Proxy service can be filtered to prevent leaking sensitive data to clients.
  • Integration with Presence MS Teams uses application credentials and does no longer require dedicated Entra ID user.
  • A new workflow action has been added that can decide if a call should be saved into customer journey.
  • Web Applications hosted in dialog and team gadget can now send notifications to gadget’s notification panel/popup.

Bug Fixes

  • If the credentials used to resolve recording URIs become invalid before expiration, the resolving fails without trying to get new credentials. Affects Eleveo 7.0.2 integration.
  • If an event occurs on a dialog with a FAILED state, the call is incorrectly marked as RONA in customer journey.
  • If maximize on load is set to true in cce v12.6, no gadgets are shown.
  • CTI port fallback not working
  • Create picking queues from config page fails
  • If a call is marked as being in a queue while it already does not exist the CallPicking app stops working.

End of Life Notice for Older Gadgets Versions

Please be advised that an End of Life Notice has been posted for older versions of 2Ring Gadgets for Cisco Finesse (v 5.2.x – 6.x). The full press release can be accessed here.

Have you Missed Previous Product Updates?

  • 7.0 Release Notes – improved call picking on UCCX, improved vpn-less support on UCCE, added toast alert to notify when agent gets logged out of Finesse, and it also enhanced UI flexibility of 2Ring Softphones for CRM integrations.
  • 6.3 Release Notes – add multiple notes to a single interaction (notes can be added even after an interaction has concluded), enhanced security model in skilling, and improved support for HA of Call Picking.
  • 6.2 Release Notes – added audit log for skilling, export of UCCX chat transcripts to PDF, team-based customer journey app, enabled use of button sets in 2Ring Toolbar Gadget (and in 2Ring Soft Phones),  and many more usability enhancements.
  • 6.1 Release Notes – support for Linux Red Hat, VPN Less Mode for UCCE 12.6, displaying presence information from Microsoft Teams, and enables reoccurring skilling changes on agent level.
  • 5.3 Release Notes – significantly enhancing 2Ring CTI Integrations with Microsoft Dynamics, Salesforce and Service Now
  • 5.2 Release Notes – added multiple 2Ring Skilling tools to Cisco Finesse
  • 5.1 Release Notes – introduced customer journey, a CRM independent storage of all customer interactions.

Also check out updates on 2Ring Dashboards & Wallboards here:

  • 9.1 Release Notes – add support for upgrading from older releases, BU admin can impersonate specific users, audio and pdf file management, and a new Webex contact center centric layout theme.
  • 9.0 Release Notes – real time interactive sorting and filtering, linking segments to a different layout (drilldowns), personalized layouts, sliding interval periods in timeline charts, upload data using csv files, enhanced themes, and so much more.
  • Cisco Finesse Connector – a brand-new connector for customers with UCCX/UCCE/PCCE and Webex Contact Center Enterprise. Adding this connector enables almost instant updates to agent state (incl. time in state, reason code, pending states, and more).

What’s Next?

There is a lot to look forward to, so stay tuned by connecting with us and signing up to our RSS channel, or by following us on social media – LinkedIn, X, Threads, and Instagram.

Ready to Schedule a Demo?

2Ring Gadgets shine during a live demo, so schedule one now at 2Ring.com/Webex.

Image of graphic used to denote press release.