Release Notes - Hotfix release DC2024.01d

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.

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).

Customer hears on-hold music instead of welcome IVR Audio.

Sometimes (after changing an AudioRecording setting, and an update to the Speech-to-text IVR menu and a restart with retained cache files) the Welcome audio file (The entire IVR choice menu) would become unrecognised. The fallback of UCC Core is to play the embedded On-Hold audio file. This would effectively make the UCC unusable for customers dialing in, other than listening to the on-hold music until the no-choice timeout ended, terminating the call. This exception has now been solved and the IVR audio should behave as intended and configured.

Loosen Mute and Unmute rules after transfer to improve audio channel reliability.

Not always were the establish or release signals during or after call transfers received in time in Microsoft Teams. We removed too strict checks on mute/unmute and just perform them anyway when they are part of the logical path. One way audio of one of the participants after a transfer should not happen anymore (as an effect of this mechanism).

Agents' TeamsUpn property behaves case-insensitively.

It no longer matters what capitalization is used in the TeamsUpn of agents registered in the Sharepoint sites of multiple UCC's. Inconsequential differences (and typos, and style choices) would previously break presence for agents incorrectly not recognized as the same because their TeamsUpn was technically (but not semantically) different. 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) not being shown in the WebAgent, and instead 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 and sipaddress support for supervisor features in WebAgent.

The Supervisor list in SharePoint can now have a different syntax for UPN and the sipaddress. The supervisor will now be recognized correctly. Previously the syntax for the field 'Supervisor' in the SharePoint Supervisor list should have been populated as a mashup of "sip:" followed by the UPN of the supervisor (so technically not the actual sipaddress of the supervisor). Now the value of field 'Supervisor' can be the 'mashup' variant (to ensure backward compatibility) or the actual sipaddress. If actual sipaddress is used it is advised to populate the 'UPN' field with the actual UPN of the supervisor. This is now more in line with the fields used for Agents.

WhatsApp for CM to support different WhatsApp Numbers for multiple UCC's.

Previously the WhatsApp messaging connector 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 CM they can each be linked to their own UCC. This way multiple WhatsApp text message communication channels can be enabled within a single service.

Long WhatsApp replies now supported (upto 4096 characters)

Sometimes Agent replies over the CM WhatsApp Dialogue Provider would not be processed. The limit sometimes seemed to 1000 characters, sometimes 2000. Now agents can consistently send reply messages up to 4096 characters in length (the hard limit of WhatsApp).

WebAgent UI Plugins are now displayed better.

In WebAgent some plugins (in the right top corner) did not always show correctly. This has now been optimized to work better for modern browsers.

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.

Crm Service logs were permanently retained.

Now the amount of days to retain logs is configurable and purged after that. Fixed that logs are once again deleted after X amount of days and that this is configurable.

Hyperlinks generated by CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service plugins are now encoded to HTML standards.

Hyperlinks generated by our CRM service providers in Webagent were not properly encoded and would therefore sometimes not work due to wrong characters being encapsulated in the Url parameters.

Error with Call classification when a blind call transfer is done