Release Notes - Hotfix release DC2023.02a

When GraphUser sends NULL after subscribing and won't receive presence we will now try to recover.

Sometimes a GraphUser request sends NULL or empty after subscribing and won't receive presence until the automatic 24 hour refresh by Microsoft. We will now try to recover presence when receiving NULL or empty.

Retry mechanism implemented for requests to CustomSessionPlugin.

DialogueManager session management has been made more robust for connection to the Custom Session Plugin

DialogueManager conversation restore fails and does not use fallback.

DialogueManager session management has been made more robust for text-conversation that expect to be restored to a later non-existent Skill or Agent. A fallback skill will now be looked for.

DialogueManager failed transferred text-conversation were not visible.

DialogueManager session management has been made more robust for text-conversation which are transferred. If the transfer fails the conversation will now be sent back to the originating skill so it will not get lost.

WebAgent now shows an improved warning when user dials an emergency number (911 or 112).

WebAgent as shell of a contact center is not a phone client to be used for Emergency dialing. The warning displayed when a non-valid number has been entered in the dialpad now includes an explicit statement that dialing emergency numbers is not supported

No audio after failed or declined direct transfer.

Previously when a direct transfer was done to another agent and the other agent declined the audio to first agent (transferor) would not resume. Now the transferor is only removed when the direct transfer is succesful.

PAI Header was not sending number to Agent with Inbound Intercepted Routed Call with Impersonation disabled.

When Inbound interception was set for an Agent the call (to the private number of the agent, which would get intercepted by 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.) would show to agent as "Anonymous". We fixed that the PAI header is properly set when doing an inbound intercepted call + inbound routing rule. When Impersonation is disabled and the incoming endpoint had no PhoneUri assigned it will fall back to the main endpoint. Inbound call to Agent will now show as call from UCC.

Direct Transfer with CallControls - Customer can temporarily hear both agents.

Previously when a Direct Transfer was done though WebAgent or Attendant Console for Dialogue Cloud (which both use the CallControls plugin) the customer was able to hear both transferrer and transferee for a couple of seconds until transferer was dropped. This is now no longer the case.

Speech-To-Text Google connection adds specific AI model for Phone_calls.

The Google implementation for Speech-To-Text now specifies the "phone_call" AI model for speech recognition. This is a more reliable and consistent model that can handle lower quality audio better to generate much better recognition results.

Performance improvements for voicemail drop outbound dialer audio message.

Some telephony operator networks would not appreciate our 2,5 second silence for our voicemail detection message to play from our Outbound Dialer. We have now improved performance of playing CampaignDialer voicemail message to ~1 second.

Session.InitialId now sent to Dialogue Studio when a call is forwarded from UCC 1 to UCC 2.

When a UCC call is forwarded or transferred to another UCC the Session identifier of the call from the first UCC now gets included in the call information in the Session information of Dialogue Studio (DS) so full Dialogue information can be maintained and used in DS.

Chained adaptive cards were not sending standard.subject property.

Chained adaptive cards with standard.subject set will now set the subject of the message correctly.