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PureConnect for Salesforce Release Notes

This page describes all the PureConnect for Salesforce releases. Most updates are automatic. For new features that require configuration, you must upgrade the managed package.

Tip: To subscribe to advance notice of upcoming releases, use the following link:

Note: Release dates in the future are projections and are subject to change.

Date Build Description

March 11, 2020


Bug Fix

  • Dial pad was occasionally being incorrectly disabled when working with multiple connected interactions.

January 31, 2020


Bug Fix

January 24, 2020


Bug Fix

  •  Fixed login issue when using cached values.

January 9, 2020


Bug Fix

  •  Fixed voicemail button.

December 12, 2019


New Feature

The new Custom buttons feature provides the ability to invoke a handler or launch a local application or any http/https based web page. You can enable a custom button to be available for use at the following times: 1. all the time, 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, 2019


Bug Fixes

  • Wrapup 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, 2019


Bug Fixes

  • Fixed 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, 2019


Bug Fixes

  • Fixed “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, 2019


Bug Fix

  • Removed the ability to associate interactions to reports in order to stop the "Failed to Save Call Log" error.

March 19, 2019


Bug Fix

  • Wrap up code dialog now pops in side-by-side mode when logging into the PureConnect for Salesforce client first.

March 5, 2019


Bug Fix

  • Status notes are no longer able to be set on a non-selectable status.

February 19, 2019


Bug Fixes

  • Alerting calls will now expand the minimized PureConnect softphone in Lightning Mode.

  • Fixed small memory leak.

December 18th, 2018


New Feature

  • You can now enable screen pops for outbound calls by setting a server parameter on the IC Server. Setting SF_PopOutboundCalls to "true" enables screen pops based on the "Inbound" softphone settings configuration.

Bug Fix

  • Screen pops no longer pop for outbound calls running in side-by-side mode unless the server parameter SF_PopOutboundCalls is set to "true."

October 24, 2018


Bug Fix

  • Screen pops will no longer pop for internal calls in Lightning mode.

August 14, 2018


New Feature

  • PureConnect for Salesforce Omni-Channel status sync now supports 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 Salesforce statuses. You can set multiple status maps and control the availability of your agents for interactions in both systems. See the PureConnect for Salesforce Integration Administrator's Guide for details.

Bug Fix

  • Fix browser popup window incorrectly popping to a URL or object.

July 17, 2018


New Feature

  • Presence 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 status synchronization to ensure that agents are not routed interactions from both products simultaneously. See the PureConnect for Salesforce Integration Administrator's Guide for details.


    This feature requires the Salesforce Summer '18 Release. For more information, see the Salesforce Summer '18 Release Notes, HTML format or PDF format.

Bug Fix

  • Email-to-Case opening a browser popup window with an invalid URL while using Lightning Experience has been resolved.

May 1, 2018


New Feature

  • Users can choose a "dial as digits" option in the Transfer dialog box.

Bug Fix

  • Agent status and Time in Status are more accurate and better in sync with the IC Server.

April 17, 2018


New Feature

  • The Call Log view displays a timer for securely paused interactions.

Bug Fix

  • Audio issues tied to persistent ringing have been resolved.

December 26, 2017


Bug Fix

  • The calendar control under "Status Notes" was not showing the correct locale date formatting for the "fr-CA" and "es-US" locales. This has now been corrected.

December 12, 2017


New Feature

  • The Workgroup Queues view is now available inside PureConnect for Salesforce. A new Workgroup Queues button enables agents to display this view. The view contains queued up interactions in a selected workgroup. Agents can pick up interactions from this view and add them to their My Interactions queue view.


    Currently this view supports only the English language. Further localization will be introduced in an upcoming release.

November 28, 2017


Bug Fix

  • Console events for ACD/Non-ACD interactions now work consistently.

October 31, 2017


New Feature

  • PureConnect for Salesforce now displays updated Genesys and PureConnect branding.

Bug Fixes

  • Call control button rows no longer overflow when more than ten buttons are visible.

  • Calendar within status notes is now localized.


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, 2017


New Features

Bug Fixes

  • Persistent connection checkbox now retains state correctly.

  • Directory view has been optimized and now results in a smaller server fingerprint.


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, 2017


New Feature

  • Agents 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 (Secure Authenticated Stream Format) files. Snippet recordings store not only the interaction recording but also participant and event data. Snippet recordings can be encrypted.



    Your CIC administrator must configure Interaction Recorder to Enable Snippet Recordings. This administrator must also assign a Recorder Access license to you or the station you are using. The Snip Interactions Security right enables you to make a snippet recording of a call.

Bug Fixes

  • When attempting to save the call log for a "User" object type, we now gracefully exit since Salesforce does not support this action.

  • Type-ahead functionality within the Transfer dialogue is now more scalable.

  • Benign errors appearing within the console no longer appear.

  • The file, salesforce.cssr required by or requested from PureConnect for Salesforce.

September 19, 2017


New Feature

  • Two new Salesforce console events are raised when an interaction is auto-answered by an agent. See the PureConnect for Salesforce Integration Administrator's Guide for details.



September 5, 2017


Bug Fixes

  • The Transfer dialog box shows a message indicating additional entries are available when a lookup returns many results.

  • "Always use this Authentication Type" checkbox works as expected. When using Single-Sign-On in combination with this setting, agents now auto-login upon navigating to Salesforce if they hadn't logged out directly in the previous session. Please note, you must allow popups for

August 8, 2017


New Features

  • A new Call Center setting, Prevent station logout on navigation, creates an independent station that prevents agents from being logged out when they navigate to a Salesforce page that does not contain the CIC client.

  • The PureConnect for Salesforce administrator can set a new General Server parameter, INDEPENDENT_STATION_TIMEOUT to a number of minutes. If the administrator also enables the Prevent station logoff on navigation Call Center Settings option, this parameter forces CIC stations to log off the PureConnect for Salesforce integration when CIC does not detect any agent activity during the specified period. To enforce a timeout, CIC requires both this setting and the server parameter. This option requires CIC 2017 R3 Patch 8 or later.

  • The PureConnect for Salesforce administrator can use a Call Center setting to limit allowed SSO providers to a single choice.

  • Sound effects work more reliably for newer versions of Chrome. We now use a new audio library, howler.js, to play audio instead of the standard HTML5 audio library. This enables you to use Chrome 59 and makes the audio feature consistent with PureCloud applications.


    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. You also need IC Server 2017R3 Patch 8, 2017R4 Patch 1, or later in order to take advantage of the new Prevent station logoff on navigation features.

Bug Fixes

  • Error messages appear correctly in new user interface.

  • Wrapup prompt persists after browser refresh when user has multiple sessions.

  • Time in status calculation is adjusted for server time.

  • Call log associations are improved for reliability.

  • Consult transfer behaviors are more reliable.

July 25, 2017


New Features

  • You can designate selected statuses as favorites. Favorite statuses appear as buttons above the Status list. You can change your status simply by clicking a Favorite status button.

  • Instead of scrolling through a long list of possible statuses, you can change your status by typing the name of a status in the Search Statuses text box and then selecting it.

  • Extension numbers now appear in the Directory view. Click an extension to call an agent. You can also search for an agent by extension number.

  • We have adjusted the colors, icons, and text in the CIC client interface to reflect the styles used in Interaction Connect. The icons for alerting interactions are now black, connected interaction icons are green, and held interaction icons are orange.

Bug Fixes

  • Make call button is no longer enabled before station selection has finished upon login.

  • User Agreement accept and reject buttons are now completely clickable.

June 27, 2017


Bug Fixes

  • Login no longer fails when cookies are cleared after enabling SSO within the call center tab.

  • Secondary screen pops no longer occur when logging in from two separate browser windows and picking up or disconnecting interactions in different tabs.

  • Agents are now redirected to login menu when their session has ended due to inactivity after PC going to sleep.

June 13, 2017


New Features

  • Web-Based Phone (PureCloud WebRTC) functionality is now available. Audio testing has been added to allow users in Interaction Connect and PureConnect for Salesforce to test their microphones and speakers prior to and while using the Web-Based Phone for better user confidence.


    This feature requires: CIC 2017 R4, CIC 2017 R3 Patch 5 or later, or CIC 2017 R2 Patch 10 or later.

  • Voicemail messages are now routed to PureConnect for Salesforce. The messages appear in the new Voicemail view. This view includes controls for listening to voicemail messages, deleting messages or downloading them to your workstation.


    This feature requires CIC 2017 R3 or later.

Bug Fixes

  • Agents logged into PureConnect for Salesforce under a PureConnect Cloud platform will now correctly auto-logon when a switchover event occurs.

May 30, 2017


Bug Fixes

  • PureConnect for Salesforce caches alternative hosts associated with off-site session manager instances such that subsequent logins attempt using these instances as opposed to the primary. This should improve connection reliability and promote stability.

  • When converting a lead to an opportunity, auto-association correctly associates the contact and account within the PureConnect for Salesforce window after conversion is completed.

  • Automatic reconnect is more reliable after navigating away and then back from a different web page.

  • Dialer calls are more reliable and cases where disconnections would intermittently occur have been resolved.

May 16, 2017


New Feature

  • Added support for the User Agreement to PureConnect for Salesforce. When the User Agreement is configured in Interaction Administrator, agents must accept the agreement before logging in.

Bug Fixes

  • Fixed an issue when new chat messages are delivered that could prevent the chat view from scrolling to the new message

  • Localization improvements

May 2, 2017


New Feature

  • Added option to create call logs for interactions that have not been connected

Bug Fixes

  • Fixed issue preventing call logs from being saved when associated with a Lead that is converted before the call log is saved

  • Record button is not shown for users that do not have record rights

  • Status Notes field is not shown for users who do not have the Status Notes Security Right


    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.

April 19, 2017


Bug Fixes

  • Fixed issue when using Single Sign-On that caused PureConnect for Salesforce to immediately re-login after logging out.

  • Localization improvements

April 4, 2017


New Feature

  • Support for the Salesforce Lightning Experience


    Lightning Experience support requires the latest version of the PureConnect for Salesforce managed package. See "Install or Upgrade the managed package" in the PureConnect for Salesforce Integration Administrator's Guide.

    Once the latest version of the managed package is installed, a new "PureConnect for Salesforce Lightning" call center will be available in your Salesforce organization. This call center will need to be configured before moving users to the new call center. Instructions are available in the PureConnect for Salesforce Integration Administrator's Guide.

    The PureConnect for Salesforce v3 call center does not support Lightning Experience.

March 21, 2017


Bug Fixes

  • Fixed issue that caused "Failed to save a call log" errors when associating an Interaction with a Lead

  • Fixed performance issue that caused the application to take longer to reconnect after page navigation

  • Fixed timing issue that could cause a call log subject to be blank

  • Fixed issue where PureConnect for Salesforce was requesting a non-existent file resulting in an HTTP 403 error in the logs

March 7, 2017


New Feature

  • Advanced Dial options, account codes and workgroups, now support searching and improved user interface

Bug Fixes

  • Long workgroup names are no longer cut off in Workgroup Activation view

  • Fixed issue that could cause the callback retry and disposition buttons to be hidden behind the status under certain browser configurations

February 21, 2017


New Features

  • Picking up a chat or email will open the popup window if needed

  • Add search support for Workgroup selection in Advanced Dial

  • Screen pops are now suppressed for calls going to voicemail

  • Localization improvements for French, Japanese, and Spanish

Bug Fixes

  • PureConnect for Salesforce returns to the login screen if it gets disconnected unexpectedly

  • Fixed issue where Advanced Dial would need to be clicked a few times to be displayed

  • Fixed issue with wrap-up code assignment segment ID and time

  • Fixed issue that caused the application to use outdated Call Center configuration values

  • Fixed license warning when license was applied to the station instead of the user

January 20, 2017


Bug Fixes

  • Fixed issue that caused agents to be logged out of Dialer Campaigns

  • Improved reconnection process when the Salesforce page navigates causing the application to reload

  • Fixed Help links

January 17, 2017


New Features

  • Added Interaction ID to Call History view

  • Notifications display under additional circumstances

  • Introduced client heartbeat to identify and clean up stale sessions on the server

Bug Fixes

  • Fixed issue that could prevent some features from working until the agent viewed them in the application

  • Fixed UI issue that could cause the Change Password button to run off the screen if too many password validation errors are shown

January 12, 2017


Bug Fix

  • Fixed an issue that prevented call logs from being saved in Salesforce.

January 10, 2017


New Features

  • Agent's Logged in status displayed in Directory

  • Call history view

  • Change your password

  • Change your workgroup activation status

  • Chat window redesigned

  • Create and use personal responses

  • Desktop alerts

  • Dial from all views

  • Directory view shows whether an agent is logged in

  • Email support

  • Interactions view displays interaction duration

  • Localization of names

  • On phone indicator for interaction transfers

  • Request assistance

  • Status notes and details

December 2, 2016


New Features

  • Time in Status display

  • Call and Interaction Duration display

Bug Fixes

  • Fixed issue that could occasionally cause messages sent from the server to be missed when using Server-Sent Events

November 9, 2016


Bug Fixes

  • Fixed issue that could cause PureConnect for Salesforce to get stuck while loading.

November 1, 2016


Bug Fixes

  • Improved resiliency of the event retrieving mechanisms (polling and push events) in PureConnect for Salesforce.

  • Improved startup performance for faster initial connections.

  • Chat reply text entered while one chat was selected will no longer bleed over to if another chat is selected.

October 13, 2016


Bug Fixes

  • Fixed issue running PureConnect for Salesforce side-by-side with Interaction Desktop caused by last release.

October 12, 2016


Bug Fixes

  • Fixed issue that could cause agents to be logged out of their station after a browser page navigation.

  • Fixed issue that caused an error when attempting a screen pop for calls marked private.

October 4, 2016


Bug Fixes

  • Fixed issue that sometimes caused the application to repeatedly set the station after initial login or when changing station, causing the station label in the status menu to flicker between visible and hidden.

  • Directory view shows whether the users are logged in.

September 20, 2016


Bug Fixes

  • Fixed issue that prevented the directory view from loading in some circumstances.

  • Fixed issue that prevented the wrap-up code from being saved to Salesforce if that occurs after the interaction has been removed.

August 23, 2016


New Features

  • Transfer a call to an Attendant Profile.
  • Use Response Management in a chat.


    Response Management support requires CIC version 2016 R2 or later.

  • Initiate chat with other CIC users.

  • Support for push events for a faster user experience.


    Push events require CIC version 2016 R3 or later and the latest version of the PureConnect for Salesforce managed package. See Install or Upgrade the managed package in the PureConnect for Salesforce Integration Administrator's Guide.

  • Added language support for Spanish and French


    Previously supported only English and Japanese.

Bug Fixes

July 22, 2016


Bug Fixes

June 20, 2016


Bug Fixes

May 12, 2016


Bug Fixes

April 15, 2016


New Feature

  • Screen pop search parameters are now passed as query string parameters when popping to a custom Visualforce page. The search parameter is always passed using the query string parameter name 'key'. e.g. 'apex/CustomPage?key=1235551234'.

Bug Fixes

March 31, 2016


Bug Fixes

March 3, 2016


Bug Fixes

February 18, 2016


New Features

  • Support person accounts.

  • Japanese language support.

Bug Fixes

February 4, 2016


New Features

  • Auto-associate who and what on custom click-to-dial.

  • Conference wrap-up code support.

Bug Fixes

January 7, 2016


New Features

  • Customize display of interaction details.

  • Option to enable or disable call logs.

  • License check functionality; notifications will be shown to users who are not licensed.

Bug Fixes


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.

December 17, 2015


New Features

  • Advanced activity attribute mapping to map interaction attributes to Salesforce attributes. Keywords are provided for ANI, DNIS, and Conference.

  • Double-click an interaction to pick up.

  • Wrap up and call duration saved in call logs.

  • ID of the Salesforce activity record that corresponds to the call log is saved as an interaction attribute.


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.

December 3, 2015


New Features

  • Call center settings moved from the call center definition to a separate configuration page. See Upgrade from version 2.3 or earlier of the managed package in the PureConnect for Salesforce Integration Administrator's Guide.

  • New Auto Association on Navigation setting in the call center settings. If enabled, when the agent navigates to a different Salesforce record while the call is live, that record is dynamically selected for the Name or Related To fields.

  • Double-click a disconnected interaction to redial.

  • New menu item for company directory, where you can search for and place calls to agents in the directory.


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.

November 19, 2015


New Features

  • Set an Available, Forward status with a forwarding number and notes.

  • Save advanced dialing preference (open or closed) for the logged on agent.

  • Hide broken image icons for statuses without an icon.

  • View in Salesforce button saves the call log.

  • Added more automation to support localization.

November 13, 2015


New Features

  • Secure pause call control.

  • Dial pad call control for DTMF support.

  • Send to Voicemail call control for incoming or connected calls.

October 26, 2015


New Features

  • Citrix environment support.

  • Differentiate between inbound, outbound, and internal call types in call logs.

  • Record a call.

  • Click-to-dial enhancements: pre-populate phone number for advanced dial, auto-associate Salesforce record to call log.

Bug Fixes

October 7, 2015


New Features

  • Interaction Dialer support, including blended agents, campaign logon/logoff, preview timer, request break, dispositions, and scheduled callbacks.

  • Web chat support.

  • Wrap-up code support.


Interaction Dialer, web chat, and wrap-up codes support requires CIC version 2015 R4 or later.

  • Enforce user permission for persistent connection.

  • Advanced dialing support, dial on behalf of account code and workgroup.

  • Generic object support.

  • Screen pop only on active tab.

Bug Fixes

September 4, 2015


New Features

  • Callback support.


    Callback support requires CIC version 2015 R4 or later.

  • Integrated Google Analytics for increased supportability of the product.

  • Keyboard shortcuts in Salesforce for the softphone.

  • Salesforce CTI methods to support custom interaction logs.

    Localization for future language support.

  • Removed Feedback menu option. Contact product support with feedback instead.

August 5, 2015


New Features

  • Call logs for conference calls.

  • CIC Switchover Server support for on premise and CaaS.

July 21, 2015


New Features

  • Call log enhancements.

  • Single sign-on support.

  • Basic conference call support.

  • Ability to change and save stations within session.

Bug Fixes

June 5, 2015


Initial release of PureConnect for Salesforce

Includes support for basic call controls, call logs, screen pop, and click-to-dial.