Release Notes - Hotfix release DC2023.04e

Improved the Agent dropdown in the Agent Report to only show the Agents SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. URIs.

When a column in the PowerBI reports suggests an Agent selection can be made, the filter (dropdown) for those columns will now only show valid Agent addresses instead of also other endpoints which may have acted as forward or other intermediary endpoints. it is now more intuitive to use.

QueuedCallback The QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. successful call not saving correct Data in CDR Call Detail Records (CDR) are the meta data of a converstation: who talked to whom, at which time, for how long and with which identity among other things (skill, optional classification, etc) which gets stored in your SQL (analytical) database. database when both agent and customer eventually accepted.

After a successful queued callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. scenario (i.e. customer calls a busy queue, requests to remain in queue but be called back a.s.a.p. when first agent becomes available, agent gets hunted and customer gets called back, and both pick up) the successful callstate was not written to the CDR database resulting in incorrect data in the database (and hence reports). we now fixed that CDR SessionSummaryRecordActionType is set correctly when both agent and customer accepted in QueuedCallback flow.

Agents' TeamsUpn field syntax now behaves case-insensitively.

It no longer matters what capitalization is used in the field TeamsUpn of agents registered in the SharePoint sites across multiple UCC's. Inconsequential differences (and typos, and style choices) would previously break presence for agents incorrectly or not recognized as the same because their TeamsUpn was technically, but not semantically, different (e.g. John.Black@Domain.com in one UCC vs. john.black@domain.com in another UCC). Case-insensitively identical TeamsUpn's now map to the same presence subscription.

Adding supervisor without UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). field filled in made more robust.

Sometimes when a supervisor was configured in the SharePoint list without the UPN field filled in this resulted in the Supervisor role (and hence buttons) were not being shown in the WebAgent, and sometimes another agent in the same UCC was shown the role (without being able to perform supervisor functions). This configuration/role-detection has now been made more robust.

Added UPN support for supervisor feature.

The UPN of a Supervisor can now have a different syntax as the sipaddress and recognition of the supervisor will be recognized correctly.

SharePoint UCC.Creator template multiple daily openinghours now displayed correctly.

The SharePoint Ucc.Creator template has an improved calculation for 'UCC business hours' section in portal page. When multiple open and closed business hours are configured for a specific day (e.g. open from 08:00-12:00 and 14:00-18:00) the correct open or closed state of the UCC is now displayed on the SharePoint dashboard overview on the top of the main UCC configuration page. NOTE: the processing of the audio call was never affected and is still processed as configured.

Multiple PowerBI query enhancements.

Added AgentInDialogue column to Agents table
Added ContactInDialogue column to Contact table
Added TransfereeInDialogue column to Transferee table
Add visual filter (ContactInDialogue = true) in the drop-down contact filter, in the Contact Report
Add visual filter (AgentInDialogue = true) in the drop-down agent filter, in the Agent Report
Add visual filter (TransfereeInDialogue = true) in the drop-down Transferee filter, in the Transferee Report
Add visual filter (AgentInDialogue = true) in the drop-down agent filter, in the Status Overview
Add visual filter (ContactInDialogue = true) in the drop-down contact filter, in the Dialogue Overview
Add visual filter (AgentInDialogue = true) in the drop-down agent filter, in the Dialogue Overview