Release Notes - Hotfix release DC2023.03a

Tip

If you’re upgrading from an older bundle, be sure to check out our What's New pages for a comprehensive list of new features and important updates spanning multiple bundles.

This document contains a list of the updates and current versions of Anywhere365 software and components.

Client Components

Note

To streamline our support process, before raising a support ticket you need to ensure that the client used is upgraded to the version of the bundle and so the log provided with the ticket is inline with the Bundle. Please note that we will be unable to process support tickets raised on unsupported version.

Component	Version	Remark
Ucc.Creator scripts (SharePoint template)	8.2.0.7
Power BI template (for Power BI Desktop)	8.6.23215.02	(Minimum required version for this bundle) Learn More
Inflight Wallboard (desktop client)	6.5.7
Snapper (desktop client)	8.7.1	(Minimum required version for this bundle) Learn More
⁺= updated in this bundle.

New Features

PBI	Description
100279	Remove auto-answer 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. calls from Snapper Due to changes in the classic Teams client distinguishing between various types of audio calls is no longer possible. Therefore only answering of all Audio calls is possible. The new Teams client has never had a capability (yet) to detect incoming audio calls therefore the Auto-answer function for new Teams does not work in Snapper.

PBI

Description

100279

Remove auto-answer 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. calls from Snapper

Due to changes in the classic Teams client distinguishing between various types of audio calls is no longer possible. Therefore only answering of all Audio calls is possible. The new Teams client has never had a capability (yet) to detect incoming audio calls therefore the Auto-answer function for new Teams does not work in Snapper.

Feature Improvements

PBI	Description
97595, 98036	Add CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. details to Agent's Personal queue in WebAgent When an Agent is connected to a customer in WebAgent the identity (tel or sip address) of the customer will be replaced with the name of the customer as known in the CRM system. This to give an Agent a more informative pane of glass in WebAgent.
63801, 101300	Verint WFM Improvements Verint integration now based on API. Delay event bus handlers by 10 minutes

PBI

Description

97595, 98036

Add CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. details to Agent's Personal queue in WebAgent

When an Agent is connected to a customer in WebAgent the identity (tel or sip address) of the customer will be replaced with the name of the customer as known in the CRM system. This to give an Agent a more informative pane of glass in WebAgent.

63801, 101300

Verint WFM Improvements

Verint integration now based on API. Delay event bus handlers by 10 minutes

Feature Enhancements

PBI	Description
86542	WebWallboard was showing incorrect agent overview If a UCC call was transferred by Agent A to Agent B, Agent B would not be shown in the "In a call" section of WebWallboard. This has now been resolved.
99077	Displayname of Agent shown in WebWallboard during Intercepted calls. The WebWallboard was showing numbers instead of agent names during active intercepted calls. This has now been resolved.
84489, 85782	Screen Recording sometimes zero filesize when uploading to SharePoint. Due to timing misalignment sometimes the screenrecording upload would not start at the right time resulting in a zero filesize gettting uploaded. This specific cause has now been fixed.
83323, 83507	Snapper crash fix. Clicking on column header (for sorting order) in advanced statistics caused Snapper to crash. This is no longer the case.
55742	For on-prem and Federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. Cloud V3 customers, Ability to change Caller ID in WebAgent for Outbound Calls By adding the setting "UseOutboundCalling=true" to the UCC settings list an agent can start Outbound calls from WebAgent dialpad originating from one of the UCC's telephone endpoints. Without the need for adding a "DCISkill" to the Agent.
98090, 98665	A corrected agent address after misspelling will not break presence subscription Enhancement for Graph presence subscription broke if agent 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). entered with typo and then corrected. This should no longer be the cases.
98605	Take agent from Snapper/WebAgent when hunting with ForwardSkill kept that agent reserved indefinitely. Now Take from Snapper/WebAgent when a forward skill hunt is ongoing prevents the take agent from being reserved indefinitely, and reservation will be lifted at end of the conversation.
97045, 97994, 97564, 96564	UTC time now used for AgentAccepted time 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 AgentAccepted written in UTC time to CDR for Outbound and DCI calls
79634, 91750	Core Dashboardhub - Miscalculation SLA per skill SLA calculations based on WaitTimes that are determined in 'old' and 'advanced' statistics modules are now more in sync.
97251, 98387	Forward button during WebChat hidden again. The Forward button will not be displayed during a WebChat conversation. For text based dialogues this is only functional for e-mails.