These release notes offer an overview of the major new features, enhancements to existing features, and basic instructions on how to set up and use the functionality. Please contact the Support Team for additional assistance. |
Contents
New features
Enhancements
Resolved issues
New features
Agent experience
Statistics
Personal metrics are now available to agents in the Agent / Desktop / Mobile Experience. (CCDEV-1518)
Navigating to Statistics in the Agent / Desktop / Mobile Experience burger menu displays a Your Statistics dashboard that reflects personal metrics to help agents visualize their performance over the last two days (today and yesterday).
The following metrics are included:
Interactions - a count of interactions across all channels that have been routed to the agent and accepted
Average Handle Time - the average length of time (HH:MM:SS) that agents took to handle an interaction
Logged In Time - the length of time (HH:MM:SS) for which the agent has been logged into the Agent Experience
Missed - a count of interactions across all channels that have been routed to the agent and have been missed
Rejected - a count of interactions across all channels that have been routed to the agent and have been proactively rejected
Time Per State - time spent in state, displayed as a pie chart with a legend indicating length of time (HH:MM:SS) for each state
And then metrics broken down by channel displayed within embedded tabs. Channels are only displayed if the appropriate queues are assigned to the ACD User Profile of the agent.
Note: Channel specific metrics are labeled such that they make sense to the channel being viewed e.g. label used for telephone call channels is Total Calls, but for chat channels is Total Interactions.Total Calls / Interactions
Calls / Interactions Per Hour
Average Talk Time
Average Handle Time
Average Wrap Time
Utilization %
Total Talk Time
Tal Wrap Time
Missed
Rejected
The Your Statistics dashboard can be filtered to display metrics:
by direction:
All - both inbound and outbound activity
Inbound - inbound activity only
Outbound - outbound activity only
by ACD User Profile (only displayed if an agent is associated with more than one profile):
All Profiles - a combined view of activity under all ACD User Profiles
By Profile - activity under the specified ACD User Profile only
by day:
Today - only today’s metrics
Yesterday - only yesterday’s metrics
When a channel is served by multiple queues, and the queues are assigned to the ACD User Profile of the agent, then channel specific metrics can also be filtered by queue. If a channel is only served by a single queue the queue filter dropdown is not displayed. Selecting no queues in the dropdown effectively includes all queues.
Note: Statistics do not update in real-time, they are historical and retrieved each time the dashboard is displayed / refreshed.
For further details see knowledge base article: Agent Experience - Viewing Your Statistics.
Recents
Recents provides agents with a list of recent interactions they have handled. (CCDEV-55)
Navigating to Recents in the Agent / Desktop / Mobile Experience burger menu displays a Recents dashboard showing recent interactions handled by the agent as a scrollable list.
Recent interactions are retrieved in batches and listed from newest to oldest. Scrolling to the bottom of the current batch and clicking ‘See more results’ retrieves the next batch.
Note: Recents only go as far back as the date the upgrade is applied.
For each interaction listed the grid displays:
Originator - name from Contact Manager (if known) or fully qualified telephone number, email address, etc. displayed bold as an interaction title
Queue - the queue from which the interaction was routed
End date of the interaction
End time of the interaction
Clicking to select an interaction displays further details about it in the right hand detail panel:
Name - the originator name (if known) or fully qualifier telephone number, email address etc.
Queue - the name of the queue from which the interaction was routed
Phone Number - the phone number associated with the contact (where applicable)
Email - an email address associated with the contact (where applicable)
Date - the date (format as per browser language settings) when the interaction ended
Time - the time (HH:MM:SS AM/PM) when the interaction ended
Duration - duration of the interaction (format depends on length of interaction, below 1 hour will be MM:SS, over 1 hours will be HH:MM:SS)
Session ID - the Session ID of the interaction
Dispositions - the dispositions assigned during the interaction; each disposition is displayed as a pill
Notes - the notes (if any) taken during the interaction
Interactions can be searched using the Search control with matches attempted to be found in the contents of Name, Email address, Phone Number, Notes and Session ID. Interactions can also be filtered by interaction type (i.e. chat, email, SMS, telephone call etc.)
For further details see knowledge base article: Agent Experience - Viewing Your Recent Interactions.
Administration
Custom hold music
This release introduces custom hold music. (CCDEV-1226)
Configuring custom hold music allows an administrator to change the music that is heard by contacts when they are put on hold during an interaction in the Agent Experience (either by agents explicitly clicking Hold, or by performing a Hold and Consult transfer).
Hold music, using the default or a custom selection (from a preinstalled list of royalty free alternatives or new music uploaded to the contact center File Manager as a *.wav file), is applied contact center wide. All interactions handled in the Agent Experience use the same hold music. When uploading new music it is your responsibility to check regional licensing laws to ensure that it can be used royalty free or pay the license holder their required fee.
For further details see knowledge base article: Configuring custom hold music.
Note: Custom hold music is only possible if the Advanced Queue Configuration module is installed in the contact center.
Note: Requires configuration; your contact center will continue to use the solution default hold music unless proactively changed.
Custom in-queue music
In addition to being able to configure custom hold music for the Agent Experience, this release also introduces custom in-queue music for telephone call queues. (CCDEV-1731)
Configuring custom in-queue music allows an administrator to change the music that is heard by contacts whilst they are in-queue waiting to be routed to an agent, or when they have been routed to a cloud routing endpoint and are waiting on being answered.
In-queue music, using the default or a custom selection (from a preinstalled list of royalty free alternatives or new music uploaded to the contact center File Manager as a *.wav file), can be changed in menus for telephone call queues, ring all and hunt groups, and also in Cloud Routing, thus impacting on any telephone call queue that contacts are routed to. When uploading new music it is your responsibility to check regional licensing laws to ensure that it can be used royalty free or pay the license holder their required fee.
In-queue music is configured in the following four locations:
Administration > Phone Configuration > Greetings / Main Menus or Menus > a menu > option type Queue the Call (aka Enqueue) > In-Queue Music
Administration > Phone Configuration > Greetings / Main Menus or Menus > a menu > option type Run Ring-All (aka RingAll) > In-Queue Music
Administration > Phone Configuration > Greetings / Main Menus or Menus > a menu > option type Run Hunt Group (aka HuntGroup) > In-Queue Music
Administration > Cloud Routing > Routing Profiles > a routing profile > General > In-Queue Music; requires the Cloud Routing module to be installed in the contact center
For further details see knowledge base article: Configuring custom in-queue music.
Note: With the exception of Cloud Routing, in-queue music is configured at the menu level; as such when an agent blind transfers a contact to a user / queue or joins the contact to a conference, the system default in-queue music is used.
Note: Requires configuration; your contact center will continue to use the solution default in-queue music unless proactively changed.
Override caller ID for callbacks
Telephone call queue callback configuration has been enhanced to allow the Caller ID that is broadcast to be changed. (CCDEV-2527)
A new Outbound Callback CallerID property has been added (Administration > Queue Management > Queues > a queue > Call Settings > Callback Settings) allowing an administrator to choose from two options:
Default From Inbound Destination
Override Callback Caller ID
When Default From Inbound Destination is selected the callback Caller ID that is broadcast will be the original inbound number dialed when the callback was requested. This mirrors existing behavior and is the default setting for all new telephone call queues created, and for existing queues where callbacks are already enabled.
When Override Callback Caller ID is selected a second dropdown is displayed, Outbound Callback Number, that lists all telephone numbers associated with the contact center (including CallerID-only numbers). The number selected is broadcast as the callback CallerID.
Pre-chat survey
This release introduces an optional extended pre-chat survey feature that allows you to
capture contact information, in addition to the default contact name and email address requirements, before the contact enters a chat queue for routing to an agent. Use of an extended pre-chat survey can speed up handling times by gathering up front the basic information required by agents (e.g. name, email address, PLUS reason for chatting, case number and other useful information). (CCDEV-1521)
Navigating to the chat channel (Administration > Channels > Chat) and editing a touchpoint allows administrators to select a new tab, Pre-Chat Form, in which they can specify a greeting for the survey, a description of the survey and create any number of questions (and where appropriate, predefined answers) that will capture applicable information.
Three types of question can be created:
Free Text - an open question allowing contacts to answer however they choose (no fixed length)
Single Select - a closed question allowing contacts to pick one from any number of predefined answers
Multi Select - a closed question allowing contacts to pick multiple from any number of predefined answers
All three question types can optionally be marked as required; doing so prevents contacts from starting the chat and entering the queue until mandatory questions have been answered. Contact name and email address continue to be captured automatically by the contact facing chat client; they do not need to be defined as questions.
All questions, and their answers, are presented to contacts beneath the existing name and email address fields in the contact facing chat client, and are presented to agents at the top of the Agent Experience chat interaction. At the end of an interaction the chat transcript that contacts can opt into receiving, and the Detailed History report, both include the answers given at the top of the transcript.
Once a survey has been defined, and the survey has been through a number of rounds of testing, both the questions and the answers can be changed as necessary (i.e. added, removed and re-ordered) to fine tune the experience.
Note: Requires configuration; your contact center will default to capturing name and email address only unless extended pre-chat survey questions and answers are defined.
Support for Microsoft 365 SMTP modern authentication
Support has been added for modern authentication (OAuth) for Microsoft 365 SMTP. (CCDEV-2855)
With OAuth access to Microsoft 365 fully configured, navigating to System Administration > White Label > SMTP in a contact center allows you to create an SMTP configuration that authenticates with Microsoft 365 using modern authentication (OAuth).
For further details see knowledge base article: Configuring an SMTP Connection to Microsoft 365 using OAuth Authentication.
Note: Requires configuration.
Dashboards
Diverted to external
A new Diverted to External card has been added to contact center dashboards. (CCDEV-669)
This new card can be added to custom dashboards to show the new Diverted to External metric. Diverted to External provides a count of telephone calls that have been diverted to an external telephone number for the current day (from 00:00 to the current time). The metric includes external diversions caused as a result of:
menu Retry Limit Behavior ‘Transfer External’
menu option ‘Transfer External’
in-queue timeout Action Type ‘Forward’ to ‘External Number’
queue rule ‘Transfer External’
Cloud Routing
The metric does not include external transfers initiated by agents during an interaction with a contact.
The card is not applicable to non-telephone call channels.
Note: Requires configuration.
Modules
AI Beta
We're thrilled to announce an AI Beta release. This Beta kickstarts our commitment to delivering class leading artificial intelligence capabilities. Fueled by constant feedback and surveys, our goal is to introduce AI features that don't just exist for the sake of it, but will reflect the genuine needs and expectations of users.
A new module, AI Beta, can be installed into contact centers to enable two telephone call features; AI enhanced call transcription and AI generated call summarization.
Note: The AI Beta module can only be installed from the System account.
Installing the module adds a Transcribe & Summarize option to the Detailed History report that, when clicked, will transcribe a telephone call conversation and provide a summary of salient points initially using the following prompt (which will be tuned over time):
Summarize the following call transcript between a customer and an agent. If the call is too short to make it possible to summarize, say “Too short to summarize”. Limit the summary to 100 words or less.
The summary and transcription returned are presented across two tabs: Call Summary and Transcription. The transcription occurs first with the summary being generated from the transcription. Both are retained unless you elect to Redo Summary, in which case, the summary is regenerated from the transcription (which might result in a subtly different summary being generated).
In the near future we will release more AI-powered features that will significantly enhance the user experience.
Note: Requires configuration. As a Beta release, please speak to a support representative for assistance configuring AI provider credentials. The Beta release has been tested using OpenAI, Deepgram and Google as providers.
CRM Integrator
A new module, CRM Integrator, has been added that assists in creation, and configuration of, screen pops to integrate with the open third party services Freshdesk, Hubspot, ServiceNow, Shopify, Zendesk and Zoho. (CCDEV-1733)
When installed in a contact center the module adds instructions for configuring an external web page screen pop so that, where necessary, a RESTful API endpoint can be called to query the third party and retrieve contact data so that it can be displayed in the screen pop. The response from the API can then be used to populate the screen pop for the interaction.
After installing the module the instructions can be found by navigating to Administration > Queue Management > Queues > a queue > Common Queue Settings > Screen Pops, selecting an External Web Page screen pop and clicking the Example button. Samples are provided for each of the services listed above.
Note: Requires configuration.
VoIP Monitor - SIP & VoIP Monitor - Voice
Two new modules have been created, VoIP Monitor - SIP and VoIP Monitor - Voice, that allow you control over the VoIP Monitor tools that are listed when clicking for an interaction within the Reports > Historical - Contacts > Detailed History report. (CCDEV-2999)
The VoIP Monitor - SIP module enables the View SIP Diagram option in the menu
The VoIP Monitor - Voice module enables the Download PCAP and Play Audio options in the menu
Note: If your platform is already VoIP Monitor enabled the two modules will be installed automatically (and added to templates) to ensure functionality remains the same as prior to this update. If your platform is not VoIP Monitor enabled the modules will not be installed automatically but can be added as required.
Reports
Contact Data
A new report, Contact Data, has been added to the Dialer category of reports (Reports > Dialer > Contact Data). The report is an in-portal version of the APIs GetDialerContactDataCSV and GetDialerLastContactDataCSV. (CCDEV-774, CCDEV-2826)
Contact Data allows the following to be defined as filter criteria:
Up to 20 preview dialer campaigns
Up to 20 dialer lists
A comma separated list of telephone numbers in E.164 format
The report returns the status of every dialing attempt, or only the most recent dialing attempt (where the Show Last Contact Only checkbox contains a check mark), for all associated contacts.
Where more than one of the three filter criteria are defined they are combined using AND operators so will only return the dialing attempt status of contacts who match parameter1 (preview dialer campaign) AND parameter2 (dialer list) AND parameter3 (telephone number).
Note: Requires configuration.
Enhancements
Agent Experience
Station settings default device
An enhancement has been made to Agent Experience Station Settings so that if the configured Audio Input, Audio Output or Notification Output device is no longer available (e.g. a bluetooth headset has been disconnected) then the settings will reset automatically to whatever the system default device is. (CCDEV-2633)
Logging enhancements
When the Agent Experience Station Settings are configured as Browser Software Phone, the configured Audio Input and Audio Output devices are now included in the SIP headers of the invite for the WebRTC call as
X-Microphone-Device and X-Speaker-Device. (CCDEV-2766)
Outbound SMS external web page screen pop
A Pop button has been added to the Agent Experience to provide outbound SMS External Web Page screen pop support. (CCDEV-3041)
The Pop button is positioned to the left of the Discard button and only enabled when both From is and To are populated, and the agent has tabbed out of the To dropdown (at this point the contact center can assume the To can be used as CLID / ANI).
Note: Providing that agents tab out of the To control the contents of it can be changed as often as necessary and subsequently clicking Pop will honor the new CLID / ANI. Requires outbound SMS and an External Web Page screen pop to be enabled at the queue level.
Blind transfer to external
A change has been made in blind transfers to external numbers such that the caller ID broadcast to the external number is now the originating number (for inbound) or the destination number (for outbound). Previously the caller ID broadcast was the outbound caller ID configured against the queue from which the call was routed to an agent. No change has been made for warm transfers (i.e. hold & consult). (CCDEV-2842)
Also, note that during conferences the label for the Blind Transfer button has been changed to Transfer.
Administration
E911 email alert ‘from’ address
The ‘from’ address for an E911 email notification can now be defined for those US and Canada-based call centers. (CCDEV-1058)
Creating, or making changes to, an E911 email notification (System Administration > Event Notifications) in a US contact center now includes a text input enabling the ‘from’ address to be defined.
Telephone number MaxRings
A MaxRings property has been added to Administration > Phone Configuration > Telephone Numbers > a telephone number > Settings where the assignment is configured as ‘PBX Feature (DID / Ring-All)’.
MaxRings enables you to define the maximum number of rings that should occur when the number is dialed. (CCDEV-1662)
Menus - Inherit default queue from phone number properties
Prior to this release, when configuring a Menu option to Enqueue (i.e. queue the call), the Queue Name property could be configured as ‘Default queue from phone number settings’. This inherits the queue set against the Default Queue Name property under Administration > Phone Configuration > Telephone Numbers > a number > Settings.
In this release that inherit functionality has been renamed and extended with two additional Enqueue features.
Firstly, as an aide to clarity, ‘Default queue from phone number settings’ has been renamed ‘*Inherit Default Queue from Phone Number Properties*’. The leading and trailing asterisk have been added to differentiate it from other explicitly listed queues.
In addition the ability to *Inherit Default Queue from Phone Number Properties* has been extended to queuing when either of Check Logged In or Check User Available are enabled within the Menu option Enqueue settings. (CCDEV-2492)
Note: *Inherit Default Queue from Phone Number Properties* is only available if the Advanced Queue Configuration module is installed in the contact center.
External web page screen pops
Changes have been made to External Web Page screen pops to allow an API call to optionally be performed immediately prior to the screen pop. (CCDEV-1733) This might be used to query a third party service, retrieve some data and use that data within the screen pop.
Navigating to Administration > Queue Management > Queues > a queue > Common Queue Settings > Screen Pops and configuring a screen pop of type External Web Page now includes the following new and modified controls / properties:
Call an API prior to screen pop - a new checkbox enabling you to call a specific RESTful API to retrieve data before initiating the screen pop. Not all third party services require an API call to retrieve data.
Where Call an API prior to screen pop contains a check mark additional properties are displayed allowing the call to be defined:
Verb - the required API method (GET, POST, PUT, DELETE)
API - the API URL endpoint
API Key - an optional API key for where it is necessary; can also be used to define the API Key type (where doing so, specify type followed by a space and then the key, e.g. Basic 3be2ccb8afbb480da354514f06080d89)
Test - a new button enabling you to test the configured external website screen pop as configured (including any optional API call)
For further details see knowledge base article: Queue Configuration: Common Queue Settings - Screen Pops.
Note: Requires configuration.
APIs
GetFollowUpsByChannelType
A new API, GetFollowUpsByChannelType, has been created that can be used to return scheduled follow-ups by channel type. (CCDEV-2344)
GetFollowUpsByChannelType requires the following input parameters:
ChannelType - string - the name of the channel (e.g Call, Email, SMS etc.)
IncludeDeleted - boolean - True to include scheduled follow-ups that have been deleted in the response, False to exclude deleted scheduled follow-ups from the response
OnlyMine - boolean - True to return only scheduled follow-ups assigned to the user executing the API, False to return all scheduled follow-ups
All scheduled follow-ups that match the input parameters are returned as a JSON blob; for example:
[
{
"ownerid": "4ec644e8-ebc1-4c86-8742-d819ddf3a0ad",
"channel": "Call",
"queue": "Gold Service",
"userid": "56b5e934-deec-416a-ab52-7e767e7e11d5",
"sessionid": "[email protected]",
"queuecallerid": "+441162292724",
"followupid": "c0e6ac33-3a47-43fc-a9df-3091fa1182f3",
"scheduledate": 638338404000000000,
"scheduledbyid": "56b5e934-deec-416a-ab52-7e767e7e11d5",
"contactinfo": "+441162292737",
"timezone": "GMT Standard Time",
"comments": "",
"deleteddate": "0001-01-01T00:00:00Z",
"deletedby": "",
"touchpointprojectname": null,
"utcdatetime": "2023-10-25T14:20:00Z"
}, {
"ownerid": "4ec644e8-ebc1-4c86-8742-d819ddf3a0ad",
"channel": "Call",
"queue": "Gold Service",
"userid": "",
"sessionid": "[email protected]",
"queuecallerid": "+441162292724",
"followupid": "0c8104cc-205a-4c91-a6e6-7468c69d3331",
"scheduledate": 638338443000000000,
"scheduledbyid": "97b22333-b49f-462a-b19d-287408211b1d",
"contactinfo": "+441162292737",
"timezone": "GMT Standard Time",
"comments": "",
"deleteddate": "0001-01-01T00:00:00Z",
"deletedby": "",
"touchpointprojectname": null,
"utcdatetime": "2023-10-25T15:25:00Z"
}
]
ListMyPhoneNumbers & ListMyPhoneNumbersAndDescription
The MaxRows parameter in the APIs ListMyPhoneNumbers and ListMyPhoneNumbersAndDescription has had the default value increased from 1000 to 20000. (CCDEV-2463)
This change results in areas of the Admin Portal that use either API being able to display up to 20,000 phone number records (e.g. Administration > Queue Management > Queues > an SMS queue > SMS Settings > Outbound > From Phone #s).
Dialer
Agentless with toll free numbers
Enhancements have been made to the Agentless Dialer to ensure that campaigns can be created using toll free numbers (TFN). (CCDEV-2453)
Improved TFN detection; the platform now converts the number to E.164 format prior to checking for TFN three-digit codes.
The display name of a number displayed in the Caller ID combobox appends the string ‘No SMS’ inside the parentheses if the telephone number is not associated with a touchpoint that supports SMS. The telephone number description is displayed after the parentheses.
The Caller ID combobox can be searched; type part of a number to filter matches returned, delete what has been typed so see all numbers.
Reports
Detailed History
Enhancements have been made to Detailed History so that when a pre-chat survey is used, the answers given by the contact are included in the transcript of the chat interaction. (CCDEV-1521)
Dialer Detail & Dialer Summary
Multiple enhancements have been made to the Preview Summary and Preview Detail reports so that they can accommodate both Preview and Agentless dialer campaign statistics. (CCDEV-1520)
As such these reports have been renamed to:
Dialer Summary (previously Preview Summary)
Dialer Detail (previously Preview Detail)
Note: The reports are only visible in the Admin Portal if either (or both) of the following modules are installed in the contact center: Agentless Dialer and Preview Dialer.
Both reports are generated by navigating to Reports > Dialer:
Dialer Summary:
Summarizes activity in dialer campaigns.
Can be filtered by Campaign, Dialer Type (Agentless, Preview) and, where the report includes Agentless Dialer statistics, Agentless Type (MMS, SMS, Voice).
Can be rolled up by RunID (i.e. one row per run) or by Campaign (i.e. one row for all runs).
When rolled up by RunId:
15 columns are displayed by default: % Dialed, % Success, Bad Number, Busy, Campaign, Contacts Attempted, Dialer Type, Dialing Error, Live Answer, No Answer, Start Date, Total Contacts Loaded, Total DNC, Total Records, Voicemail.
With 10 optional columns: Agentless Type, Avg Preview Duration, Avg Talk Time, Campaign Id, End Date, Run Id, Run Type, Text Message Delivery, Total Preview Duration, Total Talk Time.
When rolled up by Campaign:
13 columns are displayed by default: Average Contact Attempts Per Run, Average List Count, Avg Preview Duration, Avg Talk Time, Campaign, Completed Runs, Dialer Type, First Campaign Run Start Date, Last Campaign Run End Date, Queue, Total Dialed, Total Preview Duration, Total User Talk Time.
With 3 optional columns: Agentless Type, Campaign Id, Text Message Delivery.
Dialer Detail:
Provides detailed analysis of every dialer event in dialer campaigns.
Can be filtered by Dialer Type (Agentless or Preview) Channel Type (Call, SMS, Preview Dialer), User Name, Agentless Type (MMS, SMS, Voice), Queue, Team, Direction (Inbound or Outbound), Queue Group, Dispositions.
18 columns are displayed by default: Attempt, Campaign, Carrier Call Detection, Channel Type, Destination, Destination Description, Dialer Type, Direction, Greeting, Master SessionID, Originator, Originator Name, Preview Duration, Queue, SessionID, Start Date, Talk Time, User Name
With 21 optional columns: Agentless Type, Attempt Type, Campaign ID, Campaign List Item ID, Completion Code, Denied, Disconnect Type, Dispositions, Handle Time, List Filters, List Id, List Name, Notes, Outbound Dialing Time, Preview Date, Routing Time, Run ID, Team, Text Message Delivery, User ID, Wrap Time.
Use the Metric Mapper to further investigate the columns provided.
Note: In contact centers where only one of the two dialer modules is installed the reports adapt to offer filter options and columns that are only applicable to the installed module. If both are installed, and the report is filtered to show Preview Dialer campaign statistics only, the Agentless Type filter option is hidden.
Metrics
The following reporting metrics have been added.
CallType (CCDEV-669)
CallTypeCounts (CCDEV-669)
Diverted to External (CCDEV-669)
Dialer Type (CCDEV-1520)
Agentless Type (CCDEV-1520)
Completion Codes (CCDEV-1520)
DeliveryStatuses (CCDEV-1520)
Report Designer
Diverted to External
The Channel Statistics category metric, Diverted to External, has been made available in the Report Designer for Contact reports. (CCDEV-669)
Diverted to External provides a count of telephone calls that have been diverted to an external telephone number for the current day (from 00:00 to the current time). The metric includes external diversions caused as a result of:
menu Retry Limit Behavior ‘Transfer External’
menu option ‘Transfer External’
in-queue timeout Action Type ‘Forward’ to ‘External Number’
queue rule ‘Transfer External’
Cloud Routing
The metric does not include external transfers initiated by agents during an interaction with a contact. Nor is it applicable to non-telephone call channels.
Report roll up by queue group
When a report is configured to roll up by Queue Group, and at the same time is filtered by Queues, it can cause a mismatch between the report results set and the Detailed History report results set. As such, Report Designer reports can no longer be configured to roll up by Queue Group AND be filtered by Queues.
When Roll up by is configured as Queue Group the Queues filter is now hidden. If a report is filtered by Queue Group(s), all queues associated with those group(s) are included. If a report is filtered on both Queue(s) and Queue Group(s), if the Queue(s) selected also exists in the Queue Group(s) selected they will not be duplicated. (CCDEV-2196)
Miscellaneous
RecordFileForMassStorage
A new method, RecordFileForMassStorage, has been added to the VoiceExtensions3 project. (CCDEV-2343)
RecordFileForMassStorage can be used in any call flow to record a telephone call. The method plays a beep to the caller and then begins recording. Recording ends when the caller hangs up and is then made available in the Historical - Contacts > Detailed History report and written to the system, and if attached, third party storage.
Telephony provider configuration
Telephony provider configuration has been enhanced so that you can add Key / Value pairings in support of any additional provider configuration that might be required. Multiple Key / Value pairings can be added, as necessary, and toggled to show / hide the values that have been defined. (CCDEV-2674)
The changes have been applied at the parent contact center customer level (Operations > General Data > All Companies > a company > Telephony > Provider Settings) and at the reseller level (System Administration > Reseller > All Customers > a customer > Telephony > a provider).
Windows Flowchart Editor for Development
Please note that enhancements made in the Windows Flowchart Editor for Development tool require a minimum version of .NET Framework 4.7.2 to be installed. If you actively develop using the Flowchart Editor, please check the version of .NET Framework you are running and update where necessary.
System account SIP black list
The system account black list has been enhanced to allow rules to be created that will reject SIP communication at the telephony layer by identifying E.164 telephone numbers.
Where the platform can identify an exact match in either of the SIP INVITE From header or the SIP INVITE Request URI header then the telephone call will be rejected at the telephony layer.
Resolved issues
Agent experience
Routing voice interactions will no longer be denied automatically as a result of timeouts caused by latency when agents have Auto Answer enabled. (CCDEV-1405)
The Notes modal can be closed either by clicking the X in the top right corner, or by clicking outside of the modal, with no impact on the ability to schedule a follow-up before the interaction is completed. (CCDEV-1983)
When an agent performs a hold and consult transfer to a Microsoft Teams user as the third party, the name associated with the Microsoft Teams user is displayed in the Agent Experience. (CCDEV-2020)
Backward compatibility support has been added for responses to dynamic control websocket requests in the Agent Experience. (CCDEV-2305)
Changes to agent state are synchronized accurately between both the Agent Experience and the Admin Portal. (CCDEV-2318)
Telephone calls routed to a hunt group and answered in the Agent Experience have two way audio. (CCDEV-2451)
The history of messages sent during SMS interactions are visible in the Agent / Desktop Experience and the Detailed History report. (CCDEV-2507)
Long URLs added to chat and email interactions are displayed in full (i.e. wrapped with no cropping) in both the contact facing chat client and the Agent Experience. (CCDEV-2726)
When the Desktop Experience is configured to ‘Stay on top’ it consistently remains in the desktop foreground. (CCDEV-2746)
After routing a telephone call to an agent the ringing sound ends. (CCDEV-2767)
The audible notification is played for every concurrent chat interaction that is routed to an agent. (CCDEV-3007)
When quick text is used in digital channels, pressing # to summon the quick text insertion context-sensitive menu and immediately pressing <ENTER / RETURN> to insert the first quick text in the list will add the appropriate quick text but not automatically send it, allowing time for further message manipulation should it be needed. (CCDEV-3137)
Administration
Agentless SMS campaigns run to completion when the message body is interpolated from a dialer list cell using the syntax {nameOfColumn}, and the cell contains carriage returns. (CCDEV-1616)
Ascending / descending ordering by the Items Added Count column has been fixed in List Management. (CCDEV-1632)
Where user forwarding rules are set to ‘Forward to External #’ and the number is another contact center number, and ‘Disable Press 1 to Connect’ is enabled, calls are now forwarded correctly. (CCDEV-1662)
Custom user data that is appended to email channel screen pop URLs is being passed correctly for both initial and requeued interactions. (CCDEV-1695)
3rd party storage provider errors for email attachments no longer prevent email from being requeued. (CCDEV-2111)
New contact centers created from templates that include chat are created with the new style iFrame chat touchpoint. (CCDEV-2250)
Quick text can be added to email queue signatures. (CCDEV-2260)
When configuring an External Web Page screen pop for a queue, clicking Check removes any leading and trailing spaces from the URL before performing URL validation. (CCDEV-2325)
When a Greeting/Main Menu (GMM1) option routes to a second Greeting/Main Menu (GMM2) as Option Type ‘Greeting’, pressing * (star) in either menu returns contacts to the start of the menu they are currently in (i.e. if pressed in GMM1 returns to the start of GMM1, if pressed in GMM2 returns to the start of GMM2).
When a Greeting/Main Menu option routes to a second Greeting/Main Menu as Option Type ‘Sub Menu’, pressing * (star) in either menu returns contacts to the start of the first Greeting/Main Menu they were routed to (regardless of where * is pressed returns to the start of GMM1). (CCDEV-2375)Queue rules configured as Transfer External to a four or five digit contact center extension forward correctly. (CCDEV-2441)
Email touchpoints with a mixture of upper and lower case in the Address and Description properties can be deleted. (CCDEV-2601)
Dates are deleted correctly from holiday rules. (CCDEV-2810)
The number of profiles / rules that can be displayed in the Administration > Office Hours > Profiles & Rules grids has been increased to 1000. (CCDEV-3010)
When saving a new queue associated queue groups are retained. (CCDEV-3011)
When configuring an office hours Holiday or Closed Exception rule the dates selected are accurately saved to the rule. (CCDEV-3024)
When a greeting routes to one or more subsequent greetings the open / closed / holiday office hours treatment is applied correctly as per the configuration of each greeting. (CCDEV-3145)
Dashboards
All channel appropriate queues are listed as target destinations when requeuing an in-queue contact with competency requirements from the Active Contacts (aka ACD Interactions) card. (CCDEV-2046)
Dashboard cards that detail real-time user data now accurately reflect statistics as per contact center time zone. (CCDEV-2578)
Reports
The Contact Detail Summary report (System Administration > Reseller > Billing Reports) reflects accurate channel statistics. (CCDEV-841)
Calls that route to a greeting operating under closed behavior, but are then redirected to an alternative menu and routed to a queue but ultimately are abandoned in-queue, are no longer reported with blank completion codes. (CCDEV-1563)
The User State Summary report (Reports > Historical - ACD User) displays all date time stamps as per the configured contact center time zone. (CCDEV-1981)
When the User State Summary report (Reports > Historical - ACD User) is configured to ‘View All State Columns’ and is sent by email to recipients, all appropriate custom states are included in the CSV received. In addition efficiency enhancements have been made to the query that generates the report. (CCDEV-2009, CCDEV-2099)
The All Evaluations report (Reports > Feedback) can be downloaded when filtered by a subset of quality management evaluation forms. (CCDEV-2283)
A scheduled email delivery of the Detailed History report (Reports > Historical - Contacts) no longer attaches an empty CSV. (CCDEV-2587)
The Disposition Summary report (Reports > Historical - Contacts) accurately reflects data for all timezones regardless of interval used. (CCDEV-2602)
Efficiency enhancements have been made to the query that generates the User State Summary report (Reports > Historical - ACD User). (CCDEV-2669)
Warning banners automatically added to email bodies (e.g. “Caution: This email originated from outside the organization”) no longer prevents the Detailed History report (Reports > Historical - Contacts) from displaying the full email body. (CCDEV-2753)
When Custom ACD User States with parenthesis in the name are included in the Reports > Historical - ACD User > User State Summary report they accurately reflect time in state. (CCDEV-2812)
Screen recording
Improvements have been made to recording, and playback of, multi-monitor setups. (CCDEV-596, CCDEV-597, CCDEV-599)
Screen recordings are downloaded as *.mp4 files (Reports > Historical - Contacts > Detailed History). (CCDEV-601)
Miscellaneous
When the telephony framework has cause to failover whilst calls are being recorded, the recordings remain available, in full, from the Detailed History report. (CCDEV-687)
When a chat contact is connected to an agent the ‘Queue Position: X’ message is cleared. (CCDEV-1133)
API service resilience has been improved. (CCDEV-2194)
The Screen Recording application can reliably be downloaded from User Profile > Downloads. (CCDEV-2262)
After the contact facing webchat client is refreshed it reestablishes the websocket connection ensuring that two-way communication with the agent is maintained. (CCDEV-2392)
ASCII decoding logic has been improved when creating new domains. (CCDEV-2424)