Release Notes - Hotfix release DC2024.01b

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.

Welcome Recording not being played in Autonomous Dialer with recording enabled.

The Welcome Recording message was not being played in Autonomous Dialer Calls when the (relatively new) setting UseOutboundAudioRecording was enabled. This is now fixed and the additional announcement will now also be played as part of the Welcome Message flow.

WFM Plugin - Enumeration issue for Presence State.

The presence state of an agent was sent to the 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 as a number rather than a text value. This has now been fixed.

WFM Plugin - Enable support for chat statistics.

The WFM plugins now support chat statistics pass through.

WFM plugins will now support UCC skill types.

Previously, the WFM plugins would only send statistics data to Workforce Management platforms for the UCC's default skilltype (aka "Skill") associated to an agent. Now various skilltypes supported by the UCC, to be sent to WFM, can be configured with a new setting (if no skilltypes are defined the default "Skill" will be used).

For Teleopti (by Calabrio) see: Teleopti HD - Send (agent) queue statistics

For Verint see: Verint CSI – Contact Statistics Interface

Security improved on CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. V2 conversation endpoints.

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

WebAgent - Contact info panel shows the wrong contact when there is no single result from CRM integration

Fixed an issue where WebAgent displayed incorrect contact information from previous conversations in environments without CRM integration or with multiple CRM results

WebAgent - Enhanced Transfer Scenario Handling

Previously, if Microsoft Graph returned a user identifier with the ‘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.:’ prefix in uppercase, rather than the expected lowercase ‘sip:’, the transfer process would not complete successfully. This issue has been addressed.

WebAgent - Enhanced text reply handling

Pressing 'Enter' in quick succession on a text reply could lead to duplicate or empty message. This issue has been addressed.

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.

WebAgent - Adding attachment fails when no draft has been created

Previously, when a chat was taken from the WebAgent queue and a message was replied to from the WebAgent, the system failed to create a draft of the message. Additionally, users experienced issues when trying to add attachments to their messages.

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.

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.