Release Notes - Feature Release DC2021.05
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 |
|---|---|
|
Power BI |
8.2.21382.01 |
|
Snapper |
8.4.3 |
|
Inflight Wallboard (client) |
6.5.2.18604 |
New features
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(Feature 47146) 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. Display name is now visible in the WebAgent. Learn More
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(Feature 47146) The UCC Display name is now visible in the Snapper.
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(Feature 51787) Click2Dial is now available in the WebAgent in combination with ServiceNow CTI. Learn More
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(Feature) Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service is now available for SAP C4C. Learn More
Feature enhancements
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(Feature 51971) The voicemail tone audio file, which is played prior to leaving a Voicemail in the UCC if the Voicemail Action is used, is replaced with a new audio file that plays a softer tone.
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(Feature 51758) Presence is collected successfully for Microsoft Teams users that have a User Principal Name containing one or more single quotes.
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(Feature 44975) The attempts to call the Customer (when a Campaign is started or the Customer left a Call Back Request) is now also increased when the Agent pressed the * key to indicate the call is answered by the Customer’s voicemail.
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(Feature 52283) DTMF can be used after a call is transferred using the Remote Call Controls in the WebAgent, regardless of the type of transfer that is selected by the Agent. For example to navigate through an 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. menu of another UCC after a direct transfer, or select the right options after leaving a Voicemail message when consulting a colleague.
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(Feature 46686) The results after a transfer has now been made consistent over all transfer types (Blind Transfer, Delight Transfer, Consult and Skill Transfer). After a successful transfer the conversation is removed from the Agent. Learn More
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(Feature 49672) The WebChat now support for HTML content in messages. This can be used to further brand your responses in the 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. Learn More
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(Feature 53070) Revert “Not able to call” when A Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. is signed off in the Snapper.
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(Feature 38360) The WebWallboard is now also available in French and Spanish.
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(Enhancement) The AppToken field is no longer needed for CRM Service for SalesForce.
Resolved issues
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(Enhancement 51390) The Customer will no longer be shown as previous contacts in the WebAgent.
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(Enhancement 52269) WebChat - TargetUris for Adaptive Cards Response made optional
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(Enhancement 52143) The Agent no longer gets an error message when trying to perform a text search while not in any text UCC.
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(Enhancement 48500) WebChat - The teaser message now visible on a second chat (after closing the first one)
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(Enhancement 51875) WebChat - The teaser message now stay fixed next to the chat button. Even after scrolling the page.
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(Enhancement 52262) WebChat - In Adaptive Cards the Submit ID field will now be used instead used for the Submit Title field.
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(Enhancement 51765) WebWallboard- Keep other skills hidden when using the showskill url parameter
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(Enhancement 50741) WebWallboard- Improved scenario that an agent disappeared when a reason code was reset
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(Enhancement 49295) WebWallboard- Improved scenario that the WebWallboard will automatically reconnect when the connection was lost with the backend. For example when the browser tab was inactive.