Release Notes - Hotfix release DC2024.01c

WFM plugins will now support 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. 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

Adding an email recipient in WebAgent that starts with a capital letter fails.

When an email address was entered which started with a capital letter, the contact search would fail to return a result and prevent the "+" button to work. This has now been fixed.

The Snapper install wizard broken in version 8.7.6 when used for updating.

The Install Wizard of Snapper install file version 8.7.6 did not retain a client type (New Teams client) when running as update. This has now been fixed in this version.

DialogueStudio updated NodeRed and jwt-decode library to fix AnywhereNow Authentication.

The NodeRed component of Dialogue Studio has been updated to the current stable version 3.1. Additionally a jwt-decode library check has been updated to prevent logging in to Dialogue Studio with AnywhereNow Authentication enabled to fail. This has now been fixed.

Telephone number (SipUri) checking is made less restrictive in UCC and WebAgent.

The required E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) compliance checking introduced in Bundle DC2023.04b is internally lowered from 'valid' to 'possible'. This allows the use of extension numbers by prepending them with leading zeros and a country access code, which results in a telephone number that is well-formed ('possible') but not valid. For example sip:+31000012345@domain.local;user=phone would not pass strict checking because it is not a valid E.164 PSTN (Public) destination. We now allow processing the use of this number because it is formatted 'like' an E.164 number (just not valid).

Outbound calls from a UCC not processed correctly when a WFM plugin is used.

Outbound calls made from a UCC which was also configured to use and send data to a Workforce Management (WFM) tool resulted in the call statistics for the outbound calls not being sent and the subsequent error messages created resulting in a memory accumulation/leak. This has now been fixed.

Added 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). support for supervisor configuration in UCC and WebAgent.

When an organization uses different syntaxes for UPN and 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. addresses in Microsoft Entra and Teams configuration, a supervisor configured in a UCC would receive an error in WebAgent when invoking a supervisor action, as well as the WebAgent not recognizing and displaying the correct "Supervisor" Role. This has now been fixed.

DialogueManager (text-handler backend) enhancements.

Fixed an issue where after restarting the DialogueManager, valid sessions (emails/chats) still open could not be picked up and handled properly. Additionally a nlog logging error was fixed.