What's New

Customizable Wrap-Up Time Increase Interval for WebAgent.

The new DischargeDurationInterval setting in 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. settings list allows supervisors and UCC administrators to have greater control over the wrap-up time for agents in the WebAgent client. Previously, the time increase interval was fixed at 10 seconds, but now it can be customized to better suit the needs of the organization. For example, if agents require more time to complete their wrap-up tasks, the interval can be set to a higher value. On the other hand, if there is a need to reduce the amount of time agents spend on wrap-up tasks, the interval can be set to a lower value or even 0 to prevent agents from increasing their wrap-up time altogether. This new setting provides greater flexibility and efficiency in managing agent performance in the UCC environment.

Set Teams Presence to Busy when in Wrap-Up.

When an agent is in the Wrap-up (Discharge) state, it is important to reflect their availability accurately to other Teams users or other UCC services connected to Teams. This is why the Teams Presence will now also be changed to Busy during this activity state. Additionally, the change in Teams Presence to Busy during Wrap-up state provides a crucial benefit for customers who use multiple UCC services. With the agent's status accurately reflected as Busy, it prevents UCCs from other services from hunting the agent through the Presence-based routing mechanism. This ensures that the agent can complete their Wrap-up activities without being interrupted by calls or notifications from other UCC services.

To enable this feature, it is necessary to have the Graph Presence Publisher configured, see: Microsoft Graph Presence Publisher (Set) Configuration.

Provide audio indication to agent when supervisor joins / leaves the call

In the past, Supervisors were able to join conversations without alerting Agents, and the only way for them to announce their presence was by sending a separate IM message. However, we've made improvements to the system so that now, whenever a Supervisor joins or leaves a call with an Agent, an audio tone is played to alert the Agent of the new participant. This ensures that Agents are always aware of who is on the call and can provide the best customer service possible.

For more information on how to setup Supervisors, see: Supervisor Role

Use Microsoft Cognitive Services as a transcription engine.

In addition to the Google Cloud "Cloud Speech-to-Text API," customers can now also opt for Microsoft Azure Cognitive Services to transcribe speech audio. By utilizing the Speech-To-Text (STT) API from your Microsoft Azure tenant A dedicated and trusted instance of Azure AD. The tenant is automatically created when your organization signs up for a Microsoft cloud service subscription, such as Microsoft 365. An Azure tenant represents a single organization. [Taken from Microsoft Docs], which requires a paid subscription, you can perform speech recognition and convert it into a text file. This text file can then be seamlessly transferred to Dialogue Studio, which can subsequently integrate with a CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. system, database, or other application for further processing.

To get started, see: How to configure UCC Transcription

WebChat "Live" Translation between Customer and Agent.

Our webchat now allows customers and agents to communicate in their preferred languages. Thanks to a text translation service/API from Google or Microsoft (which requires a paid subscription in the customer's respective Google or Azure tenant), messages can be translated in real-time between both parties. This means that each person can read the conversation in their own language, making communication smoother and more efficient.

To get started, see: WebChat Live Translation

WFM plugin for TeleOpti now also available on Dialogue Cloud.

We have expanded our Work Force Management integration capabilities beyond just Verint. You can now also integrate with TeleOpti, powered by Calabrio, to further streamline your workflow and optimize your operations.

For more information, see: Workforce Management

Changed and new Recording and Interception settings.

Supplemental Anouncement regarding Outbound calling behaviour consistency and quality

To enable consistency in behavior, improved configuration and reporting accuracy throughout the Anywhere365 service, a combination of changes impacting the customer user experience have been required.

Various outbound dialing types, audio recording, agent status and 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. data did not behave in an identical manner across various scenario's, nor was it configurable to the granular level expected by our customers.

In order to get:

• Outbound calling, and/or

• Audio recording, from either

• Teams client dialing using Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents., and/or

• (DCI Dialpad) Dialer calling from Snapper, and/or

• (DCI Dialpad) Dialer calling from WebAgent, and/or

• (Autonomous & Campaign) Dialer, and

• Discharge reporting, and

• Correct agent status and CDR data (for PowerBI views and for example WfM applications using the agent status),

on an identical and logical behaviour set, (i.e. having logical configuration names which would cause identical behaviour across all above client combinations and scenario's used), Anywhere365 needed to thoroughly change several subcomponents and settings. Due to the complexity and required effort, these changes (until now) have been deployed over multiple releases. (DC2023.02, DC2023.03 and DC2024.01).

Further enhancements (like easier Agent Outbound DCI calling without being inbound hunted) are still on the roadmap for a future bundle.

3 existing settings have been given new behavior, and 2 new settings have been introduced to better reflect the name of all the settings, and to allow more granular behavior.

Existing but changed settings:

• UseAudioRecording = Will now only enable recording of established inbound calls to a UCC endpoint.
  Previously this setting used to also enable recording of inbound and outbound intercepted calls to an agent if interception was enabled.
  The setting can be added in UseAudioRecording
  
• UseInboundAudioRecording = Will now only enable recording of inbound direct calls to an agent but requires inbound-interception to be enabled separately.
  Previously this setting used to enable inbound-interception and would only record calls if UseAudioRecording was also enabled.
  The setting can be added in UseInboundAudioRecording
  
• UseOutboundAudioRecording = Will now only enable recording of outbound direct calls for the following 3 scenario's:
  • when an agent uses the DCI Dialpad in WebAgent or Snapper (requires the setting UseOutboundCalling to be enabled separately, which in turn was the replacement for DCISkill),
  • when an agent uses the native dialpad or contactlist of Teams client (requires EnableOutboundInterception to be enabled separately)
  • any outbound call made by a campaigndialer or autonomousdialer.

Previously this setting used to enable outbound-interception only, using native Teams client and would only record calls if UseAudioRecording was also enabled.
The setting can be added in: UseOutboundAudioRecording

New settings:

• EnableInboundInterception = Will enable Inbound-Interception (through a UCC) of direct calls to an agent.
  The setting can be added in: EnableInboundInterception
• EnableOutboundInterception = Will enable Outbound-Interception (through a UCC) of calls by an agent made from the native dialpad of the Teams client.
  The setting can be added in: EnableOutboundInterception

Overview of impacted scenario's

Modality	Direction	Client	Enabled	Recording	Before DC2023.04	DC2024.01 and later
Call	Inbound	n/a	n/a (default)	Active	UseAudioRecording = TRUE	NO CHANGE
Call	Inbound	n/a	n/a (default)	Disabled	UseAudioRecording = FALSE	NO CHANGE
Call	Direct	Teams only	Active	Active	UseAudioRecording = TRUE UseInboundAudioRecording = TRUE Agent active (i.e. formal signed in)	UseInboundAudioRecording = TRUE EnableInboundInterception = TRUE Agent active (i.e. formal signed in)
Call	Direct	Teams only	Active	Disabled	UseAudioRecording = FALSE UseInboundAudioRecording = TRUE Agent active (i.e. formal signed in)	UseInboundAudioRecording = FALSE EnableInboundInterception = TRUE Agent active (i.e. formal signed in)
Call	Direct	Teams only	Disabled	n/a	UseAudioRecording = TRUE UseInboundAudioRecording = FALSE Agent active (i.e. formal signed in)	EnableInboundInterception = FALSE Agent active (i.e. formal signed in)
Call	Outbound	Teams only	Active	Active	UseAudioRecording = TRUE UseOutboundAudioRecording = TRUE Agent active (i.e. formal signed in)	UseOutboundAudioRecording = TRUE EnableOutboundInterception = TRUE Agent active (i.e. formal signed in)
Call	Outbound	Teams only	Active	Disabled	UseAudioRecording = FALSE UseOutboundAudioRecording = TRUE Agent active (i.e. formal signed in)	UseOutboundAudioRecording = FALSE EnableOutboundInterception = TRUE Agent active (i.e. formal signed in)
Call	Outbound	Teams only	Disabled	n/a	UseAudioRecording = TRUE UseOutboundAudioRecording = FALSE	EnableOutboundInterception = FALSE
DCI (Direct Dialer)	Outbound	WebAgent/Snapper	Active	Active	UseAudioRecording = TRUE UseOutboundCalling = TRUE Agent active (i.e. formal signed in)	UseOutboundAudioRecording = TRUE UseOutboundCalling = TRUE Agent active (i.e. formal signed in)
DCI (Direct Dialer)	Outbound	WebAgent/Snapper	Active	Disabled	UseAudioRecording = FALSE UseOutboundCalling = TRUE Agent active (i.e. formal signed in)	UseOutboundAudioRecording = FALSE UseOutboundCalling = TRUE Agent active (i.e. formal signed in)
DCI (Direct Dialer)	Outbound	WebAgent/Snapper	Disabled	n/a	UseOutboundCalling = FALSE	NO CHANGE
Autonomous Dialer	Outbound	n/a	Active	Active	UseAudioRecording = TRUE EnableAutonomousDialer = TRUE	UseOutboundAudioRecording = TRUE EnableAutonomousDialer = TRUE
Autonomous Dialer	Outbound	n/a	Active	Disabled	UseAudioRecording = FALSE EnableAutonomousDialer = TRUE	UseOutboundAudioRecording = FALSE EnableAutonomousDialer = TRUE
Autonomous Dialer	Outbound	n/a	Disabled	n/a	EnableAutonomousDialer = FALSE	NO CHANGE
Campaign Dialer	Outbound	n/a	Active	Active	UseAudioRecording = TRUE EnableOutboundDialer = TRUE	UseOutboundAudioRecording = TRUE EnableOutboundDialer = TRUE
Campaign Dialer	Outbound	n/a	Active	Disabled	UseAudioRecording = FALSE EnableOutboundDialer = TRUE	UseOutboundAudioRecording = FALSE EnableOutboundDialer = TRUE
Campaign Dialer	Outbound	n/a	Disabled	n/a	EnableOutboundDialer = FALSE	NO CHANGE

Contact Search on email reply (To/CC)

It is easier for you to reply to emails in the WebAgent. Now, when you reply to an email, you'll see a contact search button (+) in the "To" and "CC" fields. This button opens a search window where you can search and select contacts from your directory. We want to note that the searched contacts can be Organizational Account, Organizational Contacts, or Personal Contacts, so you'll have access to all the contacts you need.

Add CRM details to Agent's Personal queue in WebAgent

With this update, agents connected to a customer in WebAgent will see the customer's name (as it appears in the CRM system) instead of their identity (tel or sip address). By providing agents with this informative details the connected conversations, we hope to make it easier for them quickly select the right dialogue.

CTI Dynamics - Feature parity from CIF 1.0 to CIF 2.0

Anywhere365's WebAgent now offers enhanced integration capabilities with Dynamics 365 Channel Integration Framework 2.0 (CIF 2.0), in addition to its existing integration with CIF 1.0. This integration enables users to leverage the same set of functionalities available in CIF 1.0, while also being able to take advantage of the Multi-session Dynamics 365 model-driven apps that are exclusive to CIF 2.0. As a result, users can now seamlessly access and utilize more features within the Dynamics 365 platform.

For a complete list what CIF 2.0 has to offer, see: Choose between Dynamics 365 Channel Integration Framework 1.0 and 2.0 | Microsoft Learn

Eager to get started? See: ​​Configure WebAgent with Dynamics 365 Channel Integration Framework (CIF 2.0)

Automatic presence changes when setting a Reason Code.

We are excited to announce a new feature on WebAgent that will improve your experience as an agent. With this update, when you click on a reason code through the MePerson, your Teams client will be updated to reflect your current work status (e.g. Away, Busy). In addition, users can change the reason code and the agent presence will be automatically updated through the MsGraph API connection of the Core.

To enable this additional permissions need to be applied to the Azure Application used for retrieving presence, see: Microsoft Graph Presence Publisher (Set) Configuration

Overview of impacted scenario's

Actions	Before DC2023.04	In DC2023.04
Setting a reason code with a presence change	Open Microsoft Teams client Change presence matching the Reason Code Open Anywhere365 WebAgent Set Reason Code via MePerson menu Note Power BI will only link these 2 events if they occur between a 15 seconds time window.	Open Anywhere365 WebAgent Change Reason Code via MePerson Note Microsoft Teams presence will automatically be updated.

Throttling of Events for expired UCC credentials (SQL and Sharepoint)

When credentials expire for connections from UCC to SQL and/or SharePoint the hosting server will get throttled severely affecting performance or even shutdown. These events will now be managed. The retry time for connections will now be steadily increased to avoid flooding of repetitive events so admins can take appropriate actions and warnings to affected customers and partners can be sent out.

Removed auto-answer UCC calls from Inflight 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.

Recognition of SipUri's as wrapped telephone numbers tightened

When constructing a SipUri object from a sip: URI string, there are several chances to set its IsPhone property to true. When a sip: URI is found with something claiming to be an actual phone number in it, require that that is either 'anonymous' or looks like a well-formed phone number. Previously, any string was allowed, but false positives were encountered in the wild, prompting stricter inspection.

This change was preventing Agent hunts (with UseImpersonation: TRUE), as sometimes the incoming 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. number was slightly malformed:

For example:

• Works: sip:+86123456789
• Fails: sip:+860123456789

Call on Behalf for WebAgent

Supplemental Anouncement regarding Outbound calling behaviour consistency and quality

To enable consistency in behavior, improved configuration and reporting accuracy throughout the Anywhere365 service, a combination of changes impacting the customer user experience have been required.

Various outbound dialing types, audio recording, agent status and CDR data did not behave in an identical manner across various scenario's, nor was it configurable to the granular level expected by our customers.

In order to get:

• Outbound calling, and/or

• Audio recording, from either

• Teams client dialing using Interceptor, and/or

• (DCI Dialpad) Dialer calling from Snapper, and/or

• (DCI Dialpad) Dialer calling from WebAgent, and/or

• (Autonomous & Campaign) Dialer, and

• Discharge reporting, and

• Correct agent status and CDR data (for PowerBI views and for example WfM applications using the agent status),

on an identical and logical behaviour set, (i.e. having logical configuration names which would cause identical behaviour across all above client combinations and scenario's used), Anywhere365 needed to thoroughly change several subcomponents and settings. Due to the complexity and required effort, these changes (until now) have been deployed over multiple releases. (DC2023.02, DC2023.03 and DC2024.01).

Further enhancements (like easier Agent Outbound DCI calling without being inbound hunted) are still on the roadmap for a future bundle.

We are excited to introduce the new Call On behalf functionality to the Anywhere365 WebAgent. This feature provides users with the ability to select the endpoint they want to use for callouts, which is visible directly from the Dialpad. Additionally, we have simplified configurations by removing the need for a DCI Skill and the assigning of that DCI skill to all agents.

To ensure that the user experience is more intuitive, when the user logs out or restarts the WebAgent, the last selected endpoint for Call on Behalf will be remembered. Similarly, when the user signs out of a UCC, the last chosen endpoint will be remembered, with the last 5 selections kept in memory if necessary. Once a user has selected their endpoint, it will be used to make calls from the Dialpad (WebAgent) and Outbound interceptor (Teams).

How to configure

Note

For our Dialogue Cloud users already using the DCISkill, the new UseOutboundCalling setting will be automatically added to the Global settings and DCISkill will be removed.

1. Open the SharePoint page of your UCC
2. Open the Settings list (Not the Plugin Settings)
3. Select new item and Add
   1. Key: UseOutboundCalling
   2. Value: true
   3. Scope: Dialer

Overview of impacted scenario's

Actions	Before DC2023.03	From DC2023.03
Enabling a UCC (and Agents) for Direct Call Interceptor (DCI)	A default Skill with the title "DCISkill" needs to be added to the UCC Agent needs to be assign to the "DCISkill" Skill "DCISkill" needs to be configured in the Plugin Settings	"UseOutboundCalling" setting needs to be enabled in UCC Settings.
Switching UCC/Endpoints	Open MePerson (top right menu) Select the UCC you want to call out of	Open Dialpad (left side-bar) Select the Endpoint you want to call out from
Signing out of the UCC (I.e. Formal sign out)	Agent could still call on behalf of that UCC.	Agent can not longer call on behalf of that UCC. Tip To make outbound calls as a formally logged in agent without being disturbed by inbound calls, with just a few mouse clicks, either: Set your Teams Presence state temporarily to busy (or a state "lower" then your setting of LowestHuntPresence). Or create a Reason Code named OutboundOnly (or similar) with desired non-huntable presence (dependent on LowestHuntPresence value), which can be easily selected while making outbound calls. Or create an additional UCC named OutboundOnly (or similar) which will serve as last signed in UCC for agents, allowing them to simply sign out of the inbound UCC(s). Outbound calls will be made on behalf of this outbound endpoint. This way your outbound calls will be included in your Agent's statistics and CDR's for later reporting. Call on behalf will select an endpoint of a previously selected UCC where you are still active. It will keep up to 5 selections in memory. Warning The agent needs to be active in at least one UCC to be able to use the dialpad.
Switching Outbound interceptor (Teams)	Only possible via Inflight Snapper client.	Possible via both the Inflight Snapper and WebAgent client.

Supervisor Controls - added Whisper, Talk and Takeover

The Supervisor listen functionality in the WebAgent has been extended to include Whisper, Talk, and Takeover states. These state can be selected while the Supervisor is listening in on any inbound audio conversation into the UCC.

When the Agent leaves the conversation, the Supervisor is automatically disconnected or moved to Quality Monitoring. The Agent has no visual indication that a Supervisor has joined, however the Supervisor can choose to send an IM message prior to joining. Only when the Supervisor initiates the Takeover will the Agent sees there call controls being disabled. Furthermore, the Supervisor can switch between states at any time, such as switching back to Whisper while in Takeover.

Direct Routing - Forward to Teams UM Voicemail of an Agent

On Dialogue Cloud (V3 with EDR Enhanced Direct Routing (EDR) is a mechanism introduced by Anywhere365 based on Microsoft Direct Routing (Option 2) to allow richer transferheaders in SIP messages, allowing for more information to be passed on in transfer and forward scenarios.) it is now possible to forward to a UM (Unified Messaging) voicemail box of an Agent's Teams useraccount over a Direct Routing SBC, by adding the ;opaque=app:voicemail string to Agent's Teams PhoneURI as a forward destination.
This can be done by means of a "Forward Skill" on a UCC (See: Forward Skill ),
as well as a "Forward Action" in Dialogue Studio (See: Action node - Forward).

Extended the search functionality in the WebAgent to also include Organizational Contacts and Personal Contacts

We have extended the search functionality in the WebAgent to include Organizational Contacts and Personal Contacts. The new contact search will yield results for OrganizationUser, OrganizationContact, and PersonalContact. The Add to group and See agenda buttons will remain visible for OrganizationalUsers, but not for OrganizationContact and PersonalContact. This new contact search functionality has been applied to the Contact Search (left sidebar), Add Participants (peer-to-peer, Delight transfers, and Consultative transfers)

Allow for Agent and Supervisor to re-queue text conversations

Agents and Supervisors can now quickly and easily re-queue text conversations! Agents can now use a quick select button to re-queue their own conversations, while both Agents and Supervisors can re-queue conversations from the connected tab. This allows Agents and Supervisors to take over a session (re-queue and then take) for themselves or re-queue a session of an Agent who is not available.

The WebAgent for ServiceNow also supports the HR module.

We've expanded the capabilities of the WebAgent for ServiceNow by adding support for the HR module. In addition to the existing ITSM and CSM module, the WebAgent now enables seamless interaction with the HR Profiles, HR Cases, and HR Tasks entities from the ServiceNow HR module, all within the WebAgent UI.

See HR Module to learn how to configure.

Use Activity information is now visible for contacts in the WebAgent

Activity information is now visible for contacts in the WebAgent. Previously, only availability information was available, such as Available, Away, BeRightBack, Busy, DoNotDisturb, and Offline. Now, Activity information is available as well, including: Available, Away, BeRightBack, Busy, DoNotDisturb, InACall, InAConferenceCall, Inactive, InAMeeting, Offline, OffWork, OutOfOffice, PresenceUnknown, Presenting, and UrgentInterruptionsOnly. This gives agents more detailed information about the contacts they are trying to connect to, leading to better decision making and an improved user experience.

Visual and behavior changes

The Anywhere365 WebAgent has recently undergone some exciting updates, including minor visual changes that enhance the overall user experience. The menus and items have been thoughtfully aligned to improve navigation, and the buttons, menus, and items have been standardized for easier accessibility in future updates. Additionally, the interactions have been fine-tuned to provide an even smoother experience. We have summarized all the improvements below for your convenience.

Avatars

From now on, every contact without a profile image will automatically receive a unique avatar. This will help you to quickly and easily differentiate between your contacts, even if they haven't uploaded a profile picture.

MePerson Menu

The MePerson menu has undergone some improvements for a more seamless user experience. The items in the menu have been thoughtfully aligned and resized to ensure optimal visibility on the screen. Furthermore, to enhance ease of use, the sign-out button has been relocated from the previous top tab location to a more convenient button located in the lower right corner of the MePerson menu.

Dialpad

In the previous version of the dial-pad, searching for a phone number resulted in an additional step where the phone number was displayed as a search result before the user could initiate the call. This extra interaction was unnecessary and could be frustrating for users. However, in the latest version of the dial-pad, this issue has been resolved. Now, when a user searches for a phone number, it is not displayed as a search result, giving the user the impression that they can initiate the call immediately. This improvement simplifies the user experience and reduces frustration.

New Email

When you select a contact's email or enter a new email address in the designated field, the search results will no longer appear and obstruct the subject field, allowing for a smoother and more efficient email composition process.

ServiceNow CTI: Added Support for CSM Module

We've expanded the capabilities of the WebAgent for ServiceNow by adding support for the CSM module. In addition to the existing ITSM module, the WebAgent now enables seamless interaction with the Contact and Case entities from the ServiceNow CSM module, all within the WebAgent UI.

See Example of using contact and only CSM module entities to learn how to configure.

CTI Entities can now be configured via the URL

You can now configure which entities are visible through the URL, allowing you to customize your view and only show the entities your organization wants to use. This feature is available for:

• Enable entities in WebAgent for Bullhorn
• Enable entities in WebAgent for Dynamics 365
• Enable entities in WebAgent for SalesForce
• Enable entities in WebAgent for ServiceNow

By default, when not using the new 'enable-entities' setting, the following entities will be shown:

• Bullhorn: Contact, Candidate, Lead
• Dynamics 365: Account, Case, Contact, Lead, Opportunity
• SalesForce: Account, Campaign, Case, Contact, Event, Lead, Opportunity, Task, User
• ServiceNow: Contact, Incident, Problem, Change Request, and Interaction.

For example, if you want to use both the ITSM and CSM entities of ServiceNow, you can use the following URL:

https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&enabled-entities=case,incident,problem,changerequest,case

If you only want to show the CSM entities, you can use the following URL:

https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&enabled-entities=contact,case

With this new feature, you have the flexibility to tailor your CTI Entities to your organization's needs and improve your workflow efficiency.

Supervisor Listen

This new feature allows supervisors to monitor live conversations between customers and agents in real-time through the WebAgent client. Previously, this feature was only available through the Snapper tool, but now supervisors can easily access it through the WebAgent, making it a more efficient and streamlined experience. This enhancement helps supervisors manage their teams and ensure high-quality customer interactions.

To use this feature, the user must be set up as a supervisor, and they can initiate a Listen through the WebAgent UI by navigating to the queue, switching to the connected tab, and hovering over a connected audio dialogue. The supervisor will see the new "Listen" button and after clicking it, they will be invited via Microsoft Teams to listen in on the conversation.

It's important to note that only dialogues between customers and agents can be listened to, and dialogues in Delight Consult, Consult, or already being supervised by another supervisor cannot be joined. Additionally, this feature is focused on supervising the agent, so the supervisor will be removed if the dialogue goes to Delight Consult or Consult, is transferred, or the agent leaves.

Dialogue Studio now also receives Original Correlation Id for a multi UCC traversing call.

When a UCC Call is transferred (or forwarded) to an Endpoint assigned to another UCC, the Correlation Id of the original call will be logged and reported in Dialogue Studio. From within Dialogue Studio the Correlation Id of the initial call can be used to customize the call flow accordingly (e.g. data collected and stored in the initial UCC, can be retrieved by the UCC receiving the transferred/forwarded call using the initial Correlation Id).

The original Correlation Id will be shared with the receiving UCC regardless of the environment hosting this UCC. The receiving UCC can be hosted in the same UCC Service as the initial UCC, it can be hosted in another UCC Service in the same region, or a UCC Service in a different region.

Furthermore, the original Correlation Id will be retained, regardless of the number of forwards and/or transfers.

For more information about the outputs, see: Incoming call

Outbound DCI (Dialpad) Recording behavior change

We would like to inform you of an important update regarding the recording settings for Outbound DCI Dialogues (Dialpad in the WebAgent or Snapper).

Supplemental Anouncement regarding Outbound calling behaviour consistency and quality

To enable consistency in behavior, improved configuration and reporting accuracy throughout the Anywhere365 service, a combination of changes impacting the customer user experience have been required.

Various outbound dialing types, audio recording, agent status and CDR data did not behave in an identical manner across various scenario's, nor was it configurable to the granular level expected by our customers.

In order to get:

• Outbound calling, and/or

• Audio recording, from either

• Teams client dialing using Interceptor, and/or

• (DCI Dialpad) Dialer calling from Snapper, and/or

• (DCI Dialpad) Dialer calling from WebAgent, and/or

• (Autonomous & Campaign) Dialer, and

• Discharge reporting, and

• Correct agent status and CDR data (for PowerBI views and for example WfM applications using the agent status),

on an identical and logical behaviour set, (i.e. having logical configuration names which would cause identical behaviour across all above client combinations and scenario's used), Anywhere365 needed to thoroughly change several subcomponents and settings. Due to the complexity and required effort, these changes (until now) have been deployed over multiple releases. (DC2023.02, DC2023.03 and DC2024.01).

Further enhancements (like easier Agent Outbound DCI calling without being inbound hunted) are still on the roadmap for a future bundle.

Previous Configuration: The UseAudioRecording setting was initially utilized to enable recording for Outbound DCI Dialogues. This configuration was in place despite the setting’s description indicating it was for inbound dialogue recording.

New Requirement: To record DCI Dialogues, you must now enable the UseOutboundAudioRecording setting. Please be aware that activating this setting will also initiate the Interceptor feature, allowing you to intercept and record outbound Microsoft Teams dialogues to phone numbers.

Recommendation: For those who wish to avoid this behavior, we recommend upgrading to DC2024.01. This latest version introduces additional settings, providing you with the flexibility to tailor the recording functionality to your specific needs. For more information, see: Changed and new Recording and Interception settings.

Chained Adaptive Cards.

It is now possible to link adaptive cards in a chain of interactive moments, enabling use cases where a first answer informs which second interaction is presented. See Chaining Adaptive Cards

Integration with Workforce Management system Verint.

Agent statuses and dialogue activities can feed the WFM system to enable agent coaching, planning prediction and other tools to optimize service departments. For more information, see: Workforce Management

Queue text sessions in specific Skill directly from Dialogue Studio

The Dialogue Manager Enqueue Node has a new configuration option in which you can specify a Skill. If a Skill is specified and exists in the UCC, the session will be queued in the matching Skill immediately. If no Skill is specified, or the Skill cannot be found in the UCC, the Plugin Flow Settings will be triggered to determine the Skill and the session will be queued accordingly. See the Enqueue node for more information.

Play message when marked as Voicemail.

Added VoicemailMessage and VoicemailAudioMessage columns to the CampaignDialer items in the SharePoint OutboundDialer Calls list.

When one of the CampaignDialer item columns is filled and the agent marks the campaign dialer session "as voicemail" (pressing *), a message will be played to the customer's voicemail box and the session will be disconnected. In the meantime, the agent is getting disconnected from the session.

Add upload attachments/files/images capability for WebChat

it is now also possible for both customers and agents to upload files during a webchat session, see: WebChat File Upload

Agent name can be displayed in WebChat.

In a webchat conversation between customer and agent, the real name of the agent can now be displayed instead of a organisation-wide alias. See Agent Display Name to learn how to configure.

Outgoing email to multiple people.

It is possible to send an email to multiple people are once using the cc functionality, which was disabled for new outgoing emails before this change. Learn More

Enhanced E.164 Validation in WebAgent and Attendant Console for Dialogue Cloud

We have added an update to the WebAgent and Attendant Console for Dialogue Cloud. Previously, when performing a transfer or making an outbound call, the system checked if the entered number could be a possible phone number. We have now enhanced this process to validate if the number is a valid phone number according to the 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) format.

This means that the validation for E.164 format has become stricter. We would like to inform our customers that using formats other than E.164 may lead to malfunctions. Please note that Anywhere365 exclusively supports the E.164 format, and any configuration using other formats is not guaranteed to work.

Various Power BI template improvements

In this latest update, PowerBI has made several exciting improvements. The Dialogue[Time Started] column, which was accidentally removed in the previous release, has been reintroduced to the Dialogue Overview table, ensuring you have all the necessary data at your fingertips. SLA parameters have been moved to a more accessible parameters pop-up window, making it easier to manage.

Discharge time has been added to various report pages, including the UCC report, Contact Report, Skill report, Agent Report, and Dialogue Overview, along with a new Discharge KPI on the dialogue detail page. Additionally, discharge time is now subtracted from the Available status time in the Status Overview page, providing a clearer picture of agent availability.

To streamline your workflow, all parameter values are now set to default, requiring only the server and database name to be entered. Data anonymization has also been improved, with the “NEITHER” selection in the dropdown menu changed to “NO” for better clarity.

Finally, PowerBI now offers enhanced flexibility, allowing customers to change parameters directly in the Power BI service for each published report without needing to first adjust them in Power BI Desktop. These updates are designed to make your data analysis smoother and more efficient.

Add feedback message why customer does not answer when Agent handles an outbound session

Agent performing outbound sessions (Campaign Dialer, DCI, 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. and Interceptor) can now hear a voice message explaining why the call could not be established. See: How to configure Outbound Session Agent Feedback

Possible settings:

• OutboundSessionAgentFeedbackVoicemailText
  Default message: "The call could not be established because it went to voicemail. The call will be disconnected."
• OutboundSessionAgentFeedbackTechnicalText
  Default message: "The call could not be established because of technical reasons. The call will be disconnected."
• OutboundSessionAgentFeedbackDeclinedText
  Default message: "The call could not be established because it was declined. The call will be disconnected."
• OutboundSessionAgentFeedbackRejectText
  Default message: "The call could not be established because it was rejected. The call will be disconnected."
• OutboundSessionAgentFeedbackBusyText
  Default message: "The call could not be established because the called party is busy. The call will be disconnected."
• OutboundSessionAgentFeedbackFaxText
  Default message: "The call could not be established because it was answered by a fax machine. The call will be disconnected."
• OutboundSessionAgentFeedbackTimeoutText
  Default message: "The call could not be established because it timed out. The call will be disconnected."
• OutboundSessionAgentFeedbackInvalidNumberText
  Default message: "The call could not be established because the number does not exist. The call will be disconnected."

ServiceNow CTI Interaction button

In the ServiceNow CTI Intergration we added a new button to create an interaction during an audio conversation. ServiceNow defines an interaction as:

"Interactions are a centralized location for all communication channels in the platform. Each interaction represents a request for assistance through a given channel, for example, a call or a chat..."

Combining this with the option to handle various channels in the WebAgent, makes it a good fit to be added for the WebAgent ServiceNow CTI integration.

Less clicks to do Text Sessions

To make life easier for agent who is handling tech sessions, We have reduced the amount of clicks it needs to complete a text session.

Added conversation variables iFrame Plugin

During a conversation you can pass along meta-data of a conversation when an conversation is active. This way the configured URL can use this information, for example to pre-fill in some fields or to load in specific information based on the customer URI.

Available values:

• conversationid = This is the conversationid of the active conversation

  Note

  conversationid is not the same the CorrelationId in the UCC. conversationId is the unique session of the agent in the WebAgent.

• agentUri = This is the 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). of the signed in agent.

  Note

  The "sip:" prefix will be removed.

• customerUri = This is the URI (phonenumber or email address) of the customer of the active conversation.

  Note

  The "sip:" or "tel:" prefix will be removed.

More information: Added conversation variables to the URL

The Contact Search has been standardize and added to more locations

The look and feel of the Contact Search has been standardized (Contact Search, Add Participant, Transfers) and has now also been added to the Dialpad and New Email.

Added Power BI reset button

Power BI desktop and the published version of the reporting can be manipulated with filtering, to dig deeper in the data. However, filters can overlap, confuse or be forgotten about, resulting in unexpected results. The reset button makes a quick reset possible, so a filter problem can be ruled out easily.

Teams Meeting UI Plugin

The Teams Meeting plugin enables Agents to escalate an Anywhere365 WebChat session to a Microsoft Teams meeting. During the Microsoft Teams meeting the conversation is expanded with webaudio, webvideo, and screen sharing capabilities.

More information: Teams Meeting Plugin

Added sounds when hunting with webchats and emails in the WebAgent

In the MePreson (menu top right, after clicking on your account) two new settings have been added:

• Incoming text conversation = When a ringtone is selected, then a ringtone will be played when an text session is offered to the Agent

• Incoming text message = When a alert is selected, then an alert sound will be played when a new text message is received in an active conversation.

The ringtones and alerts will be played even if the WebAgent doesn't have focus (minimized or on another tab), this way the Agent will always be informed regarding a new text conversation or message.

Uploading attachments/files/images now possible in WebChat

An Agent can now also add an attachment when sending a reply to the customer during a WebChat.

Add a setting to define the z-index of the a365-resizable-window

When implementing the webchat in an existing website, there's sometimes could be a conflict between positioning of specific items in this case the web chat window. With this new Z index setting you can define on which layer the webchat should show, for example so that it doesn't conflict with a scroll up button.

chatWindowZindex : '5' ,

Concurrent Call Limits.

To more accurately limit number of concurrent calls, all call types are now taken into account. The following call types are part of the total number of concurrent calls taking place:

• Regular inbound UCC calls;
• Inbound- and outbound intercepted calls;
• Calls initiated via the:
  • Campaign dialer;
  • Autonomous dialer; or
  • Voicemail dialer
• DCI calls started from the Snapper or WebAgent.

Outbound Text Session

The new email functionally has been upgraded to a full session. This now included the ability to use:

• Attachments
• Canned responses

Because they are full session the agent is now reserved for that session, meaning that it will part of the reservation point system.

Additionally these session will now be logged in the CDR database, so they can be counted in the reporting tool.

How to configure

1. Open the SharePoint page of your UCC
2. Open the Plugin Settings
3. Select new item and Add
   1. Key: OutboundTextSkill
   2. Value: Enter the name you want to use, for example OUTBOUNDTextSkill
   3. Scope: WebAgentService

Overview of impacted scenario's

Actions	Before DC2022.03	In DC2022.04
Enabling a UCC (and Agents) for Outbound Emails	Email Dialogue Provider configured, see: Install Email Dialogue Provider Note The agents only had access to a pop-up to send a simple message. It wasn't a full text session.	Email Dialogue Provider configured, see: Install Email Dialogue Provider "OutboundTextSkill" setting needs to be configured in the plugins settings

Disable CTI Settings variable

At the moment in the WebAgent we overwrite the SalesForce Softphone layout settings with the settings configured in the CTI plugin, so we can provide the same functionality in all our CTI integrations. Because of this, all settings configured in SalesForce will be overridden. Via a URL parameter, we can disable the settings menu, so we don't overwrite the settings.

https://webagent.anywhere365.io/disable-cti-settings=true

Settings that will be hidden with the parameter enabled:

• Entity
• Enable wildcard search
• Single match: Pop
• Multiple matched: Pop
• No match: Pop
• Pop contact when switching sessions

WebAgent for Bullhorn

Adding to our portfolio of standardized CRM integrations, BullHorn CRM CTI is now available. The WebAgent can now directly be embedded inside BullHorn CRM.

BullHorn CrmService

Adding to our portfolio of standardized CRM integrations, BullHorn CRM is now available. Information from the CRM is shown in the WebAgent, providing context for the agent handling dialogues with known contacts.

Extended WebAgent for SAP C4C

The SAP C4C CTI plugin has been improved with improved behavior:

Visually updated Dial pad

The Dialpad button has moved to the left navigation bar for better alignment with the other menus. Additionally the user can now see from which UCC the DCI will be performed.

Alternative for navigation when loaded in Microsoft Teams

To not conflict with the left navigation of Microsoft Teams the icons will be shown in the top left.

Auto Finish Audio Dialogue.

For WebAgent users who want to have the conversation removed as soon as one of the participants disconnects, there is now a new settings to auto-finish the conversation. See: AutoFinishAudioDialogue