Release Notes - Hotfix release DC2023.03b

Announcement

DC2023.03b has been made available in a phased roll-out to selected customers from January 15th, 2024, with an expected general availability (GA) no sooner then January 31st, 2024.

Update February 5th, 2024: This Bundle will not be made available as GA due to an identified issue in a WebAgent Service component (All other functionality passed internal and external testing). A solution will be addressed in the first upcoming hotfix. Please keep a lookout for our next hotfix release in the next coming days.

Tip

If you’re upgrading from an older bundle, be sure to check out our What's New pages for a comprehensive list of new features and important updates spanning multiple bundles.

This document contains a list of the updates and current versions of AnywhereNow software and components.

Client Components

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 bundle 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.

⁺= updated in this bundle.
Component	Version	Remark
Ucc.Creator scripts (SharePoint template)	8.2.0.7
Power BI template (for Power BI Desktop)	8.6.23215.02	(Minimum required version for this bundle) Learn More
Inflight Wallboard (desktop client)	6.5.7
Snapper (desktop client)	8.7.1	(Minimum required version for this bundle) Learn More

Feature Improvements

PBI	Description
94793	Added more internal events for better agent handling UccName now included in both AgentDischargeStartedEvent and AgentDischargeExtendedEvent to uniquely identify which UCC 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. instance is handling the queue item and its wrap-up time extensions.
91987	Improved SignalR handling for inactive browser tabs When the WebAgent was in an inactive tab, signalr was reconnecting every minute which caused all conversations to be retrieved again. This has been improved.

PBI

Description

94793

Added more internal events for better agent handling

UccName now included in both AgentDischargeStartedEvent and AgentDischargeExtendedEvent to uniquely identify which UCC 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. instance is handling the queue item and its wrap-up time extensions.

91987

Improved SignalR handling for inactive browser tabs

When the WebAgent was in an inactive tab, signalr was reconnecting every minute which caused all conversations to be retrieved again. This has been improved.

Feature Enhancements

PBI	Description
91987	Improved SignalR handling for inactive browser tabs When the WebAgent was in an inactive tab, signalr was reconnecting every minute which caused all conversations to be retrieved again. This has been improved.
99454	WebAgent Info Pop-up was misbehaving. When in WebAgent and you click on the AnywhereNow Logo it will open the info popup. If you then close it and make any settings change in the me-person panel it will re-open the info popup with every change. Due to the current SignalR bug (when webagent runs in background tab), it will also re-open the info popup with every signalR reconnect. This has been fixed.
99155	Fixed issue with SkillTransfer causing queue items to appear with incorrect skills We have now implemented a fix to ensure that the queue item is correctly updated with the new skill after a SkillTransfer. This will ensure that agents and supervisors can handle the call effectively based on the new skill requirements.
98888	Fixed incorrect Supervisor error message when switching states We have now implemented a fix to ensure that the correct error response is returned when a supervisor attempts to switch to listen, talk, or takeover prior to accepting a hunt. This will improve the overall experience for agents and supervisors, making it easier to understand and resolve any issues that arise during call handling.
97251	Fixed interface for certain impossible text handling scenarios A forward button was present during an active webchat/whatsapp/SMS session conversation. This should not be the case and has been removed.
97113	Fixed letter type in specific contact card scenario The presence of Contacts was shown fully in Capital letters when that contact had a job title. This has been fixed.
96676	Fixed CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. contact handling issue CRM Contact Search was not always cleared properly before a new search was done. This has been fixed.
104796	EventForwarderPlugin enhanced EventForwarderPlugin - The HttpClient used for forwarding events to events hooks disposes of the Content too soon. This has been fixed.
103351	Fixed a font issue not showing correctly after a Chromium update WebAgent font (Roboto) was showing in an incorrect style since a Chromium browser update. This has been fixed.
103099	Better Agent event handling Instead of calling IncrementUnhandledAudioDialogues the method IncrementHandledAudioDialogues is called. This is not correct and should be fixed. Calls could've been skipped when agent wasn't awarded discharge time. Non-normal skills would be considered eligible for statistics when added after the plugin was already started. Duplicate adherence events were sent. Should be fixed in latest Core. Agent events were processed too quickly.
102656	Fixed resize issue when loading WebAgent in Teams WebAgent in Teams was not always showing buttons when the window was made small. This has been improved.
101150	WebAgent Call history tab display enhanced WegAgent Call History tab was showing incorrect values when switching through Missed/Incoming/Outgoing tabs. This has been fixed.
100891	Enhanced text message processing The WebChatDialogueProvider2 waits for the DialogueManager to be process the item. Processing the item also involves waiting for DialogueStudio. This has been fixed.
100450	Fixed issue with wrap-up time not being able to be increased after conversation ends for agents in multiple UCCs We have now implemented a fix to ensure that the correct UCC name is retrieved when the AgentDischargeExtendedEvent is received, even when the conversation is already closed. This will allow agents to increase the wrap-up time without any issues, improving the overall customer service experience.
100259	Fixed CRM contact retrieval issue Updating the contact name with a name found in CRM could throw an error when the contact is stored as an endpoint (email address, phonenumber). When the error occured, it also prevented the CTI plugin from popping up a found CRM contact. This has been fixed.