Release Notes - Feature release DC2024.01

Customizable Wrap-Up Time Increase Interval for WebAgent.

A supervisor (or UCC administrator) can now add a new setting (DischargeDurationInterval)to the UCC settings list to define the time increase interval (previously fixed at 10 seconds).

Set Teams Presence to Busy when in Wrap-Up.

When and agent is in Wrap-up (Discharge) state, the Teams Presence will now also be changed to Busy to reflect to Teams (other Teams users) or other (UCC) services connected to Teams that the agent is in this special activity state. A prerequisite is that the Graph Presence Publisher is enabled.

See: Microsoft Graph Presence Publisher (Set) Configuration

Provide audio indication to agent when supervisor joins/leaves the call.

When a supervisor joins or leaves a call with an agent an audio tone is played to the agent to indicate that a new participant (i.e. supervisor) is joining or leaving the call.

For more information, see: Supervisor Role

Use Microsoft Cognitive Services as a transcription engine.

Now also Microsoft Azure Cognitive Services can be used for transcription of speech audio. The Speech-To-Text (STT) API from your Microsoft Azure tenant (paid subscription) can be leveraged for speech recognition, converting it to a text file which can subsequently be carried over by Dialogue Studio into a CRM system, database or other application for further processing.

See: How to configure UCC speech to text transcription

WebChat "Live" Translation between Customer and Agent.

In a webchat conversation the customer and the agent can now both be writing in their own preferred language. A text translation service/API (Google or Microsoft, paid subscription in customers respective Google or Azure tenant) can now be leveraged to translate the text in both directions in near realtime to present it in translated form to the other party.

See: WebChat Live Translation

Support for Microsoft Translation Service

The translation service now supports the Microsoft Translation Service, in addition to the existing Google Translate functionality. Furthermore, it no longer relies on plugins to be loaded via the Plugins Settings. Instead, it can now fully integrate within the UCC Service. This change requires new settings to be configured. For more details, see: Configure UCC translation

Webchat with Deepdesk is now able to send images from "Search" results.

An Agent now has the capability to send images that came up in their search results. This will enable agents to share images with customers quickly and effortlessly.

WFM plugin for TeleOpti now also available on Dialogue Cloud.

The WFM (Work Force Management) plugin can now also be enabled and linked to TeleOpti (by Calabrio) platform.

See: Install Workforce Management Plugins

Keyboard navigation & screen reader preparation has been added to Webagent.

Webagent layout has now been enhanced to allow for better Keyboard navigation and preparations have been made to allow screenreader(s) to navigate through Webagent menus.

Changed and new Recording and Interception settings.

3 existing settings have been given new behavior, and 2 new settings have been introduced to better reflect the name of all the settings, and to allow more granular behavior.

Existing but changed settings:

- UseAudioRecording = Will now only enable recording of established inbound calls to a UCC endpoint.
Previously this setting used to also enable recording of inbound and outbound intercepted calls to an agent if interception was enabled.

- UseInboundAudioRecording = Will now only enable recording of inbound direct calls to an agent but requires inbound-interception to be enabled separately.
Previously this setting used to enable inbound-interception and would only record calls if UseAudioRecording was also enabled.

- UseOutboundAudioRecording = Will now only enable recording of outbound direct calls for the following 3 scenario's:

1. when an agent uses the DCI Dialpad in WebAgent or Snapper (requires the setting UseOutboundCalling to be enabled separately, which in turn was the replacement for DCISkill),

2. when an agent uses the native dialpad or contactlist of Teams client (requires EnableOutboundInterception to be enabled separately)

3. any outbound call made by a campaigndialer or autonomousdialer.

Previously this setting used to enable outbound-interception only, using native Teams client and would only record calls if UseAudioRecording was also enabled.

New settings:

• EnableInboundInterception = Will enable Inbound-Interception (through a UCC) of direct calls to an agent.
• EnableOutboundInterception = Will enable Outbound-Interception (through a UCC) of calls by an agent made from the native dialpad of the Teams client.

Graph Presence re-authentication mechanism now more resilient.

The re-authentication mechanism for the Presence provider has been improved to allow for more settings changes on the Presence account if performed on customer side. This will now allow for uninterrupted re-authentication and continuity of the Presence Provider.

UCC's will now resubscribe for presence when mis-typed Teams UPN is corrected.

When an agent that is already an agent in another UCC on the same service, gets added to a second UCC but there is a typo in the Teams UPN which gets corrected, this resulted in a presence error for all UCC's that agent is in. This now gets resubscribed on-the-go without requiring re-adding all affected agent references or a service restart without cache.

Incremental retries for throttling of Events for expired UCC credentials [ SQL & SharePoint] to improve stability.

When throttling events occur due to temporary loss or expired/withdrawn authentication credentials to either SQL or SharePoint, connection retries will occur at ever increasing intervals to prevent over-exhaustion of the same event on internal systems. This will improve stability and maintenance of backend systems.

Native Teams WebAgent as an App now has working "Support" hyperlink.

When using WebAgent as an App within the Teams client, the native Teams "Support" hyperlink in the App properties view (next to "Terms Of Use" and "Privacy policy") in the App now directs to the AnywhereNow support website.

Snapper can now be set up for auto answer of all calls Microsoft's "New" Teams client.

Microsoft has spent the last year introducing a "New" Teams client to completely replace the "Classic" Teams client by March 31st 2024. AnywhereNow has added support for enabling Auto-Answer of All calls into the New Teams client. The "New" client type must be selected in Snapper settings.

See: Preferences

Update Client type dropdown naming in Snapper to include New Teams client.

In order to support the New Teams client type (for Auto Answer toggle) the drop down menu in Snapper settings and in the install wizard for new installation now includes the client type "New Teams" and "New Teams Direct Routing".

See: New Teams

Dialogue Studio underlying platform updated to version 3.1

The platform underlying our Dialogue Studio (Node Red V3) has been updated to a stable version 3.1.5.

Fix discharge and stuck reservation on agent after double skill transfer.

When a call was Skill transferred twice by the same agent, the agent would not get wrap-up and his reservation would persist until the AgentReservationManager releases the reservation after the call had ended. This is no longer the case.

Call stuck in transfer state after failed transfer

In some rare cases failed transfer could not resume that call by agents. Transfer mechanisms have now been made more resilient.

5 second delay to disconnect Agent A during direct transfer.

Enhanced behavior when multiple transfer signals (button presses, refreshes, api etc.) to same or different destinations were sent should now result in only the main transfer to be processed.

Fixed outbound intercepted transfer to other UCC endpoint.

When an outbound intercepted call is transferred to a side instep endpoint, the original callee was called back. This is no longer the case.

DashboardService - Only set a default MSMQ queue when there are no other explicit settings.

In case of a misconfigured Snapper, the Dashboard service can spam the default MSMQ for all services on a host. In case of multi-tenant setups, it can lead to a potential security flaw. With this change, the default queue won't be created/used in case there are already specific queues configured.

Initialtalktime not correct after consult transfer.

InitialTalkTime is now set correctly when a consultative transfer completes

Outbound intercepted calls with hunter type = SfbHunter uses impersonation again.

Outbound calls can now call on behalf of the ucc endpoint again if the hunting type SfBHunter was set (contrary to the more prolific setting UseTeamsHunter).

Recognition of SipUri's as wrapped telephone numbers tightened.

When constructing a SipUri object from a sip: URI string, there are several chances to set its IsPhone property to true. When a sip: URI is found with something claiming to be an actual phone number in it, require that that is either 'anonymous' or looks like a well-formed phone number. Previously, any string was allowed, but false positives were encountered in the wild, prompting stricter inspection.

DTMF timeout from Dialogue Studio no longer generates error in UCC log.

Read input from DTMF with (user defined) timeout reached should not result in an error in the Core UCC logs. This has now been fixed.

Show offline presence in WebChat when UCC is offline.

The WebChat client on customer side will now show as offline if the UCC service behind it is stopped and can therefore not process any messages.

WhatsApp for Vonage and CM to support multiple Number across different UCC's

Previously the WhatsApp messaging connector to Vonage and to CM supported only one phone number to be recognized and processed by a service/customer. Now if multiple phone number entry points for messaging are configured on Vonage or CM their can each be linked to their own UCC. This way multiple WhatsApp text message communication channels can be enabled.

Scrolling through a long list of UCC's in WebAgent now possible again.

When a long list of UCC's (more than 5) is shown in the MePerson drop down menu of an agent and the menu got expanded with the , scrolling through this list is now possible again

Webagent in Teams - Buttons are missing if the window is made too small.

Not all buttons for navigating in the WebAgent were visible when the window was made too small. This was especially noticeable in the when running WebAgent inside the Teams client (or even the mobile Teams client). This has now been optimized.

Missed/Incoming/Outgoing calls sometimes showing all calls.

When switching between views in the CallHistory of WebAgent, sometimes all calls were shown instead of the view category seleted. This is no longer the case.

Missing new mail indicators on several places in WebAgent.

A new mail indicator (red orb/dot) has been added in several more places (on the favicon of browser tab, the left hand WebAgent menu and personal queue tab).

Send button no longer greyed out.

If the response of an agent was only one character then the send button remained greyed out during active webchat session. This is no longer the case.

Send button behavior enhancement.

Send button remains disabled when pasting a text on text editor of a chat conversation

Add CRM details to Personal queue in WebAgent.

The identity (e.g. name or company) details of a customer collected from CRM are now shown in the personal queue window in WebAgent.