Release Notes - Feature Release DC2021.00
Warning
This version is now end-of-support. For more information, click here for our End-of-support policy.
New features
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(Feature 37480 ) Added PCI Compliance (secure destination), Learn More
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(Feature 39372) WebAgent customer disconnected the session for WebChat 2.0 Sessions
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(Feature 39100) WebAgent shows connection status information for WebChat 2.0 Sessions
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(Feature 38667, 38507) Upload attachments to CrmService for Email Sessions
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(Feature 42516) Add option to disable thread when replying on an email, Learn More
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(Feature 37360) Added remote MSMQ Support for the Universal Timeline Service
Feature enhancements
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(Feature 31988) Improve Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. handling in the IvrPlugin used for teams and PAL sessions
- Sub-items are recognized better.
- '#' and '*' are now allowed.
- Support PreviousAction.
- Support VoicemailAction without a skill.
- Play RecordingMessage if
UseAudioRecordingis set. - Support PluginAction to forward to another Plugin.
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(Feature 43590) The A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. will now log a warning when an AttendantCommand takes >5s to execute
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(Feature 43402) Graph presence provider is now using v1 endpoints instead of the beta ones.
Note
If a customer (i.e. an Azure Tenant ID) has multiple UCC Services, make sure to use a separate Azure application per UCC Service to prevent Throttling, in the context of a software cloud delivery service, is the practice of temporarily suspending or diminishing access to a service offering to a cloud customer. Because cloud platforms are mostly multi-tenant, shared platforms and the usage at any moment of many customers is unpredictable, throttling is a normal and logical procedure of retaining a cloud service for all customers, sometimes at the expense of one or a handful of customers who are at that time using too many resources for the backend platform. Not only a customer itself, but also a "noisy neighbour" on the same platform can be the cause of throttling. Usually service will be resumed at a normal level after a short cool-down period, but can even take up to 24 hours or more. In Microsoft 365 throttling is usually indicated by "429 errors" or "server too busy" messages in logfiles or replies. when collecting presence via MS Graph. Because limits are applied to each unique tenant id/application id combination.
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(Feature 43128) After GraphApiClient needs to re-authenticate it will set the KPI back to the original value when the new devicecode is authenticated
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(Feature 36660) Send complete state to requestor only by default
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(Feature 38532) Report AcceptedCustomer in Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. when both Agent and Customer accepted
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(Feature 38848) Add impersonation information in TeamsHunter for multiple Audio Session Types
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(Feature 43911) Graph Presence Provider - Cancel presence collection requests that take too long
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(Feature 38571) Detect and send if environment is Direct Routing, if Direct Routing the WebAgent filters out the The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. addresses.
Resolved issues
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(Enhancement 41562) Adding UCC to service might cause running UCC's to terminate
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(Enhancement 42084) Return correct IVRQuestion when IvrSessionStarted is called in the IvrPlugin
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(Enhancement 41715) Stop playback of Outside Business hours when hunt is accepted
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(Enhancement 36826) Retry connection when port is available but Dialogue Studio plugin is not setup for the requested UCC yet.
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(Enhancement 38497) After failed supervisor or trainee consult next action gives error: No valid leaving transitions are permitted from state 'Failed' for trigger 'ConsultEnding'.
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(Enhancement 42120) Script will now check for .Net Framework 4.7.2 during the UCC update
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(Enhancement 43588) Prevent timeout when changing Formal Active status of an Agent in a UCC that has many other Agents
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(Enhancement 27991) Improved reloading the log.xml file in the UCC
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(Enhancement 44572) Stop playback of Outside Business hours when hunt is accepted
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(Enhancement 45232) Enhance AudioFileManager recovery after file access was unavailable
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(Enhancement 37262) Call on behalf doesn't show the correct from address when choosing a Modality Endpoint
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(Enhancement 35445) Improved CORS failed to fetch message that can be shown in the WebAgent
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(Enhancement 42674) SignalR reconnect doesn't subscribe to groups when the WebAgent loses the connection
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(Enhancement 45849) Formal signed out agent blocks presence updates being send to the WebAgent
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(Enhancement 45820) Added removed conversation is sent after a Text hunt time-out, resulting the WebAgent now cleaning up the text conversation
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(Enhancement 39883) Handle missing ApplicationInsights.InstrumentationKey when installing the WebAgent Service
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(Enhancement 39534) The initial CapabilityEvent is sent only to the client that initiated the request, the removes interference when running multiple WebAgents with the same user.
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(Enhancement 42115) Customer leaves consult in invalid state when disconnecting in the WebAgent
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(Enhancement 42081) Improved scenario that the conversation was cleaned up to soon, resulting in an error when classifying or handling the session in the WebAgent.
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(Enhancement 42117) Improved conversation removed event in consult disconnect, resulting that the conversation in the WebAgent of the Consultee is now removed.
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(Enhancement 41878) Send BadRequest to WebAgent if CrmService query is empty
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(Enhancement 41877) Send conversation removed event when Agent declines outbound call, resulting that the WebAgent now cleaning up the outbound conversation.
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(Enhancement 42096) UccCapability update sent without changes, causing the WebAgent to receive unnecessary updates.
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(Enhancement 42168) Improved Core 3.1 install script when installing/updating WebAgent Service
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(Enhancement 46183) Universal Timeline Service can now connect to Azure database
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(Enhancement 44467) Improved: Remove "sensitive" data from Universal Timeline Service
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(Enhancement 45872) Improved Dialogue Manager API version endpoint showing 0.0.0.0
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(Enhancement 42123) Use correct data type for query on UccName, this improves the performance of the Dialogue Manager
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(Enhancement 42167) Improved Core 3.1 install script when installing/updating Dialogue Manager
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(Enhancement 39167) Prevent sessions with state None when two Email Dialogue Providers are reading the same mailbox
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(Enhancement 36078) Added support for Inbox name in a different language when using the Email Dialogue Provider
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(Enhancement 42385) Improved web.log logging in the WebChat Dialogue Provider, this caused the file to increase without a limit
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(Enhancement 41569) Missing agent name, solving the Agent reply not being send to the customer in a WebChat session