Release Notes - Hotfix release DC2023.04c

OverflowThreshold setting is now recognized by Dialogue Studio.

When Dialogue Studio is being used as an IdentityPlugin, the setting OverflowThreshold setting was not being recognized. This has now been fixed, so that when the 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. Setting OverflowThreshold has been configured, the OverFlow message (and possible actions) is actually being triggered and played to the caller.

WebWallboard - using AnywhereNow Authentication - ensure authentication header is available so that it will not fallback to LongPolling

We now fixed that the SignalR connection will not fall back from WebSockets to LongPolling by accessing the token correctly.

Fix dismissed on-hold state in audio session after consult ends (prematurely).

Fixed that the session thinks is not on-hold anymore after:

• Consult ends
• Consult canceled
• Consult rejected, timed out, or failed

Inflight Snapper - Resolved config reset after update

In the previous version of Snapper (8.7.4.30547), users experienced an issue where updating to this version would inadvertently clear out the existing Snapper’s UCC configuration. We have identified and addressed this problem in the latest release.

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

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.

Security improved on CRM V2 conversation endpoints.

Re-evaluated and improved all CRM V2 conversation endpoints regarding authorization.

CRM Service - Salesforce - Resolved issues when query using related entities

We’ve made an improvement to the Salesforce plugin when configuring attributes that query fields in related entities, such as “account.owner.name.” Previously, when querying the API endpoint to retrieve information about a Contact for CRM Service, the response lacked the related entities. This issue has been addressed, and the response now correctly includes information related to the entity.

CrmService - Enhanced SQL Plugin

ID Attribute Recognition: An issue where the plugin was crashing due to an unrecognized ID attribute, despite its presence, has been addressed.

Function Call Redundancy: We’ve fixed a defect where the plugin erroneously called the same function multiple times in unrelated categories, such as ContactSearch initiating calls for Contact.