Release Notes - Feature Release DC2021.03
Warning
This version is now end-of-support. For more information, click here for our End-of-support policy.
Related client-side software
Note
To streamline our support process, before raising a support ticket you need to ensure that the client used is upgraded to the version of the A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. and so the log provided with the ticket is inline with the Bundle. Please note that we will be unable to process support tickets raised on unsupported version.
|
Component |
Version |
Version - a |
|---|---|---|
|
Power BI |
8.2.21382.01 |
8.2.21382.01 |
|
Snapper |
8.3.3 |
8.3.3 |
|
Inflight Wallboard (client) |
6.5.1 |
6.5.1 |
New features
-
(Feature 43018,43152) Added Forward Email feature for the WebAgent, Learn More
-
(Feature 43015, 43016 New Email feature for the WebAgent, Learn More
-
(Feature 42214, 42173, 42213) Added FrontEnd Availability information for WebChat 2.0
-
(Feature 42114) Added Adaptive Card Framework for WebChat 2.0
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(Feature 43573) WebChat 2.0 response to specific Key-value pairs in Adaptive Cards are preformatted boilerplate messages that can be selected by an agent to be sent to a client. They are written using an open card exchange format that allows the developers to 'write once' and share with any compliant host application
-
(Feature 39098) Adds the option to automatically have the provider close abandoned webchat sessions.
-
(Feature 35446) Add service name to customDimensions in Log4Net Azure Log anayltics apender of the Core.
-
(Feature 27843) Changing Client-ID/Secret in Core's Config.xml should be doable on-the-fly.
Feature enhancements
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(Feature 42164) Wrap up events from other UCCs will no longer be received when hanging up a call, resulting the Wrap-up controls not disappearing when in multiple UCCs.
-
(Feature 41061) User details from Microsoft Graph are only collected for Agents configured in the platform, and this data is only available for the platform while the service is running.
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(Feature 43911) Graph Presence Providerin the Core will cancel presence collection on requests that takes too long
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(Feature 36660) When a Wallboard or Snapper is started, only the requestor receives the required information to display its current state by default (before all users would receive this information by default).
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(Feature 37327) New counters are added to the KPI Monitor plugin, to get a better view on the status of the conversations in the platform.
-
(Feature 43069) The Dialogue Studio container is updated and makes use of the latest Operating System and services.
-
(Feature 46556) Using the onHold action in the WebAgent Call Controls will now put the customer on hold and play the music on hold.
-
(Feature 28223) It is now possible to update the
ClientIdandClientSecret(required for connecting to SharePoint) without a restart interrupting the service. -
(Feature 29770) Customers with a Receptionist, Workgroup, or Small Business license now also have the ability to start 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. when there is no active SharePoint connection.
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(Feature 48050) A warning is logged when CoBrowsing from within the WebChat does not work because the SurFly API is not responding.
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(Feature 48569) It is no longer required to enable VERBOSE logging, to see wrap-up state changes in the log.
Resolved issues
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(Enhancement 46516) Reduced load caused by removing diagnostic logging
-
(Enhancement 37262) When an Agents makes an outbound call via the Snapper or WebAgent (i.e. Direct Call The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.). The correct phone number is displayed when the Customer receives the call.
-
(Enhancement 37184) When the setting
LowestHuntPresenceis set to Offline, this is now also respected for Microsoft Teams Agents. -
(Enhancement 41715) Stop playback of Outside Business hours when hunt is accepted
-
(Enhancement 42523) When a customer calls the UCC and a Holiday Message should be played, it will be played regardless of audio file type.
-
(Enhancement 38075) When a UCC starts and the database is initialized for the very first time, all indexes are created automatically.
-
(Enhancement 45082) When there are multiple concurrent changes to the Agent list, these will now be processed accordingly.
-
(Enhancement 46728) If a specific level in the 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. only contains choices that are redirected to a Prompt, it will be handled accordingly.
-
(Enhancement 46147) When handling an Outbound Dialer call, all possible Response Codes are now respected and the outcome of the Outbound Dialer is updated accordingly.
-
(Enhancement 46753) A UCC is now considered started after all plugins are loaded successfully also.
-
(Enhancement 37747) Database connection strings are no longer logged in the UCC Logs.
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(Enhancement 47924) The Snapper client no longer gives an error after manually adding additional UCC.
Resolved issues - version a
-
(Enhancement 50818) The timeline shown in the WebAgent is now sorted by descending when the agent has multiple UCCs, instead of per timeline source.
-
(Enhancement 50776) The wrapup in the WebAgent can now be canceled or extended again when the conversation was closed.
-
(Enhancement 48066) The second agent after a skill transfer will now have access to all call controls in the WebAgent.
-
(Enhancement 49453) When switching between Reply and Forward in the WebAgent the Attachment were not visible.
-
(Enhancement 47258) The duration shown in the text search in the WebAgent now corrected to the timezone.
-
(Enhancement 46422) The setting
ConnectionStringon SharePoint is now a multi-line to better support Azure SQL connectionstring longer than 256 characters.