Important
This is a pre-release information page provided solely to inform about upcoming changes. During pre-release stage all information herein is subject to change at any time.
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 enhance our support process, please ensure that client software used is upgraded to the 'minimum required' version mentioned for this bundle, so that the logs provided with the ticket are on par with the Bundle programs. Please note that we will be unable to process support tickets raised on non-matching versions.
| Component | Version | Remark |
|---|---|---|
| Ucc.Creator scripts (SharePoint 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. templates) |
8.3.0.0 |
(Recommended version for this bundle) |
| Power BI template (for Power BI Desktop) |
8.9.24302.01 |
(Minimum required version for this bundle) |
| Inflight Wallboard (desktop client) | 6.5.7 | |
| Snapper (desktop client) |
8.7.7 |
(Minimum required version for this bundle) |
Special mention-related settings changes
New Graph Permission Required for WebAgent
To enable the new Job Title and Department search functionality in the WebAgent, the user.read.all permission must be added to the WebAgent Enterprise Application. This can be done by following this URL:
New ASP .NET Core requirement for WebAgentService, Dialogue Manager, and Dialogue Providers
The WebAgent Service, Dialogue Manager, and Dialogue Providers have been upgraded and now requires .NET Core 8.0. You can download it from the following link: Download .NET Core 8.0
New Features
| PBI | Description | ||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 99228 |
Ability to Hide “Call on Behalf” Endpoint from WebAgent List A new “Hide” setting in the Endpoint list on SharePoint allows you to choose which “Call on Behalf” endpoints should be displayed in the WebAgent. |
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| 113238 |
Added Contacts Search by Job Title and Department in WebAgent The WebAgent’s fuzzy search feature, which currently finds contacts based on display name and email address, has been extended to include Job Title and Department. Please note that additional admin consent is required to use this functionality. For more details, please see: New Graph Permission Required for WebAgent |
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| 87310 |
New CTI Integration with DaVinci for WebAgent We have added a new Computer Telephony Integration (CTI) with DaVinci for the WebAgent. DaVinci is a vendor-agnostic platform that enables CX leaders and solution architects to address diverse customer experience requirements. For more information, please visit: WebAgent for DaVinci |
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| 92578 |
New Setting for Dialogue Items on Waiting Tab in WebAgent We have introduced a new setting to display dialogue items on the Waiting Tab only for the skills assigned to the agent in the WebAgent. A new
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| 102351 |
New Setting to Disable Re-Queue Feature in WebAgent We have introduced a new setting to disable the re-queue functionality for agents in the WebAgent. A new |
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| 120591 |
Incremental Refresh Added to AnywhereNow Power BI Template Overview: When uploading Power BI online, the dataset will also be stored online. To keep this in sync, you have two methods: either load all the data again or only load the recent smaller dataset. Previously, the AnywhereNow Power BI template loaded the entire dataset every time you synced, consuming unnecessary resources of your Azure SQL instance. Enhancements: With this update, incremental refresh has been enabled for the Dialogues, Hunts, and Details tables. Details:
|
Feature Improvements
| PBI | Description |
|---|---|
| 117645 |
Fallback to default IVR 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. Flow for unconfigured Identity Plugin When an Identity plugin lacks the necessary configuration settings, it will now fall back to the default IVR flow. |
| 88381 |
Ability to change Caller ID in WebAgent for Outbound Teams Calls Changing the “Call on behalf” endpoint in the WebAgent will now also update the Caller ID for Outbound Teams Calls. Previously, this change only affected the Caller ID for DCI calls initiated in the WebAgent. |
| 107745 |
Added Keyboard Navigation to List Items and menu items in WebAgent You can now use your keyboard to navigate through the WebAgent's list and menu items. This enhancement is part of our efforts to make the WebAgent WCAG Level AA compliant. |
| 106201 |
WebAgentService Update: Now Utilizing Microsoft ASP.NET Core 8.0 Hosting Bundle The WebAgentService has been upgraded and now requires .NET Core 8.0. You can download it from the following link: Download .NET Core 8.0]
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| 106233 |
Dialogue Manager and Dialogue Providers Update: Now Utilizing Microsoft ASP.NET Core 8.0 Hosting Bundle The Dialogue Manager and Dialogue Providers have been upgraded and now requires .NET Core 8.0. You can download it from the following link: Download .NET Core 8.0
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| 111485 |
Power BI template is now compatible with Copilot for Power BI Changes were made based on Microsoft Documentation, to make the AnywhereNow Power BI template compatible with Copilot for Power BI. Additionally renaming the columns, table and fields allows the LLM to better understand the content of the data.  Detailed overview of changes
|
Feature Enhancements
| PBI | Description |
|---|---|
| 116459 |
The Snapper install wizard broken in version 8.7.6 when used for updating. The Install Wizard of Snapper install file version 8.7.6 did not retain a client type (New Teams client) when running as update. This has now been fixed in this version. |
| 115445 |
Resolved Issue: AnywhereNow Authentication for Dialogue Studio in Bundle DC2023.04 or Higher In the DC2023.04+ bundles, customers encountered issues using AnywhereNow Authentication with Dialogue Studio. Whilst authentication via username and password was functional, the backend integration with AnywhereNow Authentication identity service was not . This issue has now been resolved. |
| 115103 |
Added Support for Outbound Calling (DCI) Scenario in Workforce Management Integration The Workforce Management integration now supports a specific Outbound Calling scenario involving DCI (Disconnecting after accepting, but before the customer accepted). Previously, this scenario was not properly handled. This issue has been addressed. |
| 111030 |
Improved Error Handling for Badly Configured Nodes in Dialogue Studio Previously, misconfigured non-AnywhereNow nodes in Dialogue Studio could result in 502 errors, potentially preventing users from accessing the UI to correct these configurations. We have now implemented better error handling to prevent this issue. |
| 117420 |
Customer hears on-hold music instead of welcome IVR Audio. Sometimes (after changing an AudioRecording setting, and an update to the Speech-to-text IVR menu and a restart with retained cache files) the Welcome audio file (The entire IVR choice menu) would become unrecognised. The fallback of UCC Core is to play the embedded On-Hold audio file. This would effectively make the UCC unusable for customers dialing in, other than listening to the on-hold music until the no-choice timeout ended, terminating the call. This exception has now been solved and the IVR audio should behave as intended and configured. |
| 115813 |
Case-Insensitive Behavior for Agents’ TeamsUpn Property The TeamsUpn property for agents registered in SharePoint sites of multiple UCCs now behaves case-insensitively. Previously, differences in capitalization, typos, or style choices could break presence recognition, causing agents to be incorrectly identified as different. Now, case-insensitively identical TeamsUpn values map to the same presence subscription. |
| 113567 |
Dynamic Updates for MsGraphPresenceSource Node in config.xml With the new changes, any updates to the secure password or key in the MsGraphPresenceSource node within the config.xml will be dynamically picked up by the Graph API load balancer, ensuring accounts are updated accordingly. Previously, these changes required a UCC service restart. |
| 118769 |
Updated Timer Use in Opening Hours Logic Previously, very long scheduled outages (Settings/Holidays) could, under specific circumstances, overflow a timer interval. This issue has now been addressed. |
| 114445 |
MsGraphPresenceProvider - Enhanced Recovery for Presence Domain Retrieval Implemented a retry mechanism for domain retrieval failures during UCC startup. Presentities are now only subscribed when domain information is successfully obtained. |
| 115731 |
Added UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). and sipaddress support for supervisor features in WebAgent. The Supervisor list in SharePoint can now have a different syntax for UPN and the sipaddress. The supervisor will now be recognized correctly. Previously the syntax for the field 'Supervisor' in the SharePoint Supervisor list should have been populated as a mashup of "sip:" followed by the UPN of the supervisor (so technically not the actual sipaddress of the supervisor). Now the value of field 'Supervisor' can be the 'mashup' variant (to ensure backward compatibility) or the actual sipaddress. If actual sipaddress is used it is advised to populate the 'UPN' field with the actual UPN of the supervisor. This is now more in line with the fields used for Agents. |
| 97562 |
WebAgent - Improved Navigation for Call on Behalf Endpoints When encountering a list of endpoints that exceeds screen space, users previously could not access items beyond the visible area. This update introduces a refined display that presents 5.5 items at a time, allowing for using scrolling to navigate. |
| 109359 |
WebAgent - Contact info panel shows the wrong contact when there is no single result from CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. integration Fixed an issue where WebAgent displayed incorrect contact information from previous conversations in environments without CRM integration or with multiple CRM results |
| 112789 |
WebAgent - Enhanced text reply handling Pressing 'Enter' in quick succession on a text reply could lead to duplicate or empty message. This issue has been addressed. |
| 93198 |
WebAgent Service Now Supports Multiple TaskQueues To minimize the chances of tasks blocking each other, the WebAgent Service now supports multiple task queues. Previously, tasks were performed sequentially within a single queue, which could lead to blocking. By switching to multiple task queues, we aim to enhance efficiency and reduce the likelihood of task blockage. |
| 119213 |
Improved Handling of Missed Text Messages During Hunt and Accept We have improved the scenario where text messages were missed during the hunt and accept process. Previously, if a customer sent a message to the text session during this period, it was not presented to the agent. The messages would only become visible if the agent refreshed the page or missed the hunt and was offered a new one. With this improvement, these messages will no longer be missed. |
| 118685 |
Enhanced Filtering in Agent, Contact and Transferee Report in Power BI: In the Agent Report, users could select an agent via a dropdown box. However, when searching, the dropdown displayed a list of numbers or endpoints of forwarded calls instead of only agents. The same applied for the Contact and Transferee reports. Enhancements: To resolve this issue, the following changes have been implemented: Agents Table:
Contact Table:
Transferee Table:
Supervisor Table:
Visual Filters:
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| 120584 |
Improvements to the Anonymize Feature in Power BI Updates and Enhancements:
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| 116350 |
WebWallboard Call Status Issue in Delight transfer, transferee Agent shown in Busy State instead of In-a-Call. In intermediate state of a Delight transfer, when initial hunted Agent performs delight transfer of a customer to another agent and all three participant are in the (conference) call, initial agent was displayed on WebWallboard with Activity "In-a-Call", while transferred-to agent is shown with Activity "Busy". Now a Delight transfer will also show the transferred-to agent (who is an active participant in the conference call) with activity "In-a-call" and not just "Busy", on the WebWallboard. |
Known Issues
Known Issues are currently under development and 'expected' to be included in the first upcoming (hotfix) release.
Please note, these items are typically still under investigation, therefore no more specific information can be given at this time. We provide this pure as high level information in advance but ask you for your patience if you may be encountering a similar issue. Please raise a regular support ticket if not done so already if you suspect a similar occurrence.
| PBI | Description |
|---|---|
| 123321 |
Dialogue Studio Say node cannot use Custom Voice functionality. When using the Custom Voice functionality in a Say node within Dialogue Studio, an error message is displayed, and the audio fails to play. |
| 124555 |
Issues with Authentication Refresh and Cache in Dialogue Studio with AnywhereNow Authentication. We have identified problems with the authentication refresh and cache mechanisms when using Dialogue Studio in combination with AnywhereNow Authentication. Specifically, Dialogue Studio fails to process the refresh token correctly, resulting in authentication failures once the initial token expires. The current workaround is to re-login in a new browser session (close the entire browser or use incognito mode) or click the log-out button in Dialogue Studio. Importantly this has no impact on the flows within Dialogue Studio. |
| 124617 |
Incorrect queue positions in the Dialogue Studio WaitingQueue node. We have identified a problem that when using Dialogue Studio, the queue position values in the output object of the Waiting Queue node are incorrect. If you are using these for a Say or Play node, the customer will hear the wrong position. This issue does not affect Queue Messages in SharePoint, only those in Dialogue Studio. |
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123589 |
Mixed Case for Agent SIP Address in SharePoint and Login. When using the New Setting for Dialogue Items on Waiting Tab in WebAgent (either Workaround: Ensure all entries are in lowercase, which is typically the default for the UPN field. |
| 130012 |
Issue with "Open debug in new window" option in Dialogue Studio. We have identified a problem when the debug message button "Open in a new window" is used. This can cause restarts or failures of your Dialogue Studio. We advise to not use this option and keep using the default debug window embedded in the Dialogue Studio UI. |