Release Notes - Feature Release DC2021.04
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 |
Version - b |
|---|---|---|---|
|
Power BI |
8.2.21382.01 |
8.2.21382.01 |
8.2.21382.01 |
|
Snapper |
8.3.3 |
8.3.3 |
8.3.3 |
|
Inflight Wallboard (client) |
6.5.2.18604 |
6.5.2.18604 |
6.5.2.18604 |
New features
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(Feature 47601) A Waiting Queue node is introduced in Dialogue Studio, Learn MoreThis node makes it is possible to build your own Queue structure. For example you can play different messages to a Caller based on its position, or based on the Skill the customer is waiting for. Furthermore, you can provide an option to leave a voicemail or CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours. request, when a Caller is waiting in the Queue longer than expected. The sample in Dialogue Studio should give you a head-start to build your own Queue strategy.
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(Feature 46866) The WebAgent now supports phone-number normalizations. If phone-numbers are called via the Dialpad, contacts, add participant, blind transfer, delight transfer, or consult they will now be parsed automatically. For example from "Internalization Format" or "National Format" to "The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) Format", Learn More
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(Feature 48002) The WebAgent is now part of the bundle. Based on the deployed bundle, the corresponding WebAgent will now be loaded.
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(Feature 47726) The Email Dialogue Provider now offers a new setting to remove the thread on a forward, AddMessageThreadToForward
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(Feature 44639) Introduced a new Dialogue Provider to support WhatsApp and SMS from Vonage, Learn More
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(Feature 42502) The DialogueManager can now communicate with Dialogue Studio to facilitate Pre-queue state communication with third party applications, Learn More
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(Feature) The Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for Dynamics can now also save attachments to activities when using in combination with the Email Dialogue Provider, see: PluginSettings
Feature enhancements
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(Feature 46556) When a call is put OnHold using 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. Plugin API, Music On Hold is now played to the Caller. As soon as a call is resumed, the music stops playing.
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(Feature 43583) 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 for the WebChat has been extended to have unique actions per submit id. Additional you can now also forward the submitted data to an HTTP endpoint, for example Dialogue Studio or Power Automate, Learn More
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(Feature 43580) HTML send from the customer will now be sanitized to prevent loading from untrusted sources.
Resolved issues
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(Enhancement 47571) Due to a limitation in SharePoint, the Outbound Dialer stopped processing new calls once the Outbound Dialer Calls list contained over 5000 items. This is now resolved.
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(Enhancement 46147) When an Outbound Dialer Call was initiated and accepted by an Agent, the output is now correctly written to SharePoint when the Customer does not answer the call and there is no Voicemail enabled on its device.
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(Enhancement 46917) Scrolling the "CallHistory" of the WebAgent caused the set to show the same results.
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(Enhancement 42515) Inflight Wallboard no longer loses connection and throws error when changing views by "DemoClickLogo"
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(Enhancement 51894) Inflight Wallboard improved upgrading statistics in View 2 (Grid view)
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(Enhancement 51590) Inflight Wallboard improved showing agents in View 6 (Reason Codes)
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(Enhancement 51591) Inflight Wallboard improved statistics in View 8 (Multi UCC Group)