This technical release bulletin provides an overview of the new features and enhancements for the indicated release of the Attendant Console for Microsoft Teams.
This bulletin is aimed at partners, not end-users. After the release has been deployed, Attendant Console users will see a one-time What’s new popup highlighting the most important functional changes. The What’s new information, relevant to the attendant user, will also be made accessible from the Help menu in the Attendant Console.
75858: Reporting widgets
Agent availability and Call statistics widgets are now available. The Agent availability widget shows the busy and online number of agents and the Call statistics widget shows total number of calls, information about abandoned calls and waiting time.
Important notes:
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At the moment only 1 queue can be chosen at the time. It is possible to see the data of multiple queue, by switching in the ‘Select Queue’ drop down. Adding multiple of the same widgets is not working correctly yet.
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A know issue is that when an agent is inactive for a longer period of time, for example because of no incoming calls, the agent show as off line (grey pie piece). As soon as the agent handles a call again, this is restored to the normal situation.
81755/82441: Calendar widget improvements
In the calendar widget more details from Outlook are shown:
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location/meeting room of the appointment, in case this is added
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The color that is used to show the appointment in the calendar represents the availability (like busy, out of office, working elsewhere).
38207: Contact notes searchable (again)
The contact notes can be searched again. This functionality was disabled some time ago for performance reasons.
You can do a specific search on a contact note by using the prefix "note:" or a non-specific search without the prefix.
For example, when searching with a search term like "note: important" it will match contacts that have a contact note with a word that starts with (or equals to) "important". When searching with a search term like "important" it will match the same contacts plus the contacts that have any other field with a word that matches "important".
A match on contact note will have the lowest priority so it is displayed at the bottom.
77648: Technical improvement: personal contact and contact notes
Personal contacts and contact notes are stored in a cache database for improvement on performance of the Omnidir.
78916: Technical improvement: calls on hold after refresh
Calls that were put on hold by the application for example when starting a consulted transfer, disappeared from the F2 panel when the user refreshed the browser page or when running within Teams, when moving to another tab (like chat) and then back to the attendant console. This has been solved, so calls that are on hold will not disappear when refreshing the Attendant Console.
78376: Technical improvement: no 2 connected calls situation
In an exceptional scenario it was possible to get 2 connected calls.
In the situation that the attendant user has an existing call and starts a consultation call to a contact, it was possible to resume the first call when it was ringing at the consultation destination.
When the destination picks up, this resulted in 2 connected calls.
This has been corrected, as long as the call is ringing at the destination, the first call stays on hold and cannot be resumed, because the resume button shows greyed out.
79390: Technical improvement: overflow on max number of calls
In the situation that an overflow on max number of calls in the queue was configured, the overflowing call stayed visible in the queue, without buttons, so without the option to pick it up. This was not correct; the overflowing call should be removed from the queue and only ring at the overflow destination. This has been corrected.
81116: Open attendant console within Teams
Improvement has been made when running the attendant console for Teams within the Teams app.
After a fresh login in the Teams app and opening the attendant console for the first time, this is directly successful. In the past it could happen that the attendant console did not open, and the user had to go to another tab and after that back to the attendant console again.
79468: calls on hold
In case the option for putting a call on hold is disabled in the admin portal and the timeout for rejoining calls is set to for example 10 seconds, the call was hung up after being 10 seconds on Hold. This is now improved: the attendant user does not see the hold button in F2. When the call is put on hold in Teams, the attendant shows a greyed out hold button. After resuming in Teams, the call is resumed, also after the rejoining time out is passed.
81954: Microsoft Dynamics widget
Improvements have been made to the Microsoft dynamics widget. This results in more often displaying the correct CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. data in the widget.