Dialogue Cloud

On Premises
Filter:
Submit Search

What's new in Core 8.10

Available in bundle: DC2021.05

Introduction

The below a details of new features that are added to the Core.

Presence is collected successfully for Microsoft Teams users that have a User Principal Name containing one or more single quotes.

When an Agent UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix)., containing a single quote ('), was added to the Agent list, Anywhere365 was unable to collect the Presence for this Agent during runtime. Presence remained working properly for the Agents that were subscribed successfully. However, as soon as 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. Service was restarted (while an Agent UPN with single quote was still in the Agent List) Presence could not be collected for any of the Agents.

A change is made to Anywhere365, that makes it possible to collect presence for Agents that have a single quote in its UPN. Both during runtime as well as after a UCC Service restart.

The attempts to call the Customer (when a Campaign is started or the Customer left a Call Back Request) is now also increased when the Agent pressed the * key to indicate the call is answered by the Customer’s voicemail.

When a new entry is added to the Outbound Dialer Calls list, either by a Caller leaving a Call Back Request, or by a Team Lead importing a Campaign, the Customer will be called as soon as an Agent is available and accepted the invite to call the Customer. There are several scenarios in which the number of attempts is increased. For a complete list, Learn More

Previously, the number of attempts was increased when a Customer rejected the call or did not answer the call and voicemail was disabled.

If the Customer rejects the call or does not answer the call, and the Agent ends up in the voicemail of the Customer, the Agent has the ability to press the * key indicating the call is answered by the Customer’s voicemail. However in this case, the number of attempts was not increased.

With this change the number of attempts will be increased also when the Agent indicates the call is answered by the Customer’s voicemail.

DTMF can be used after a call is transferred using the Remote Call Controls in the WebAgent, regardless of the type of transfer that is selected by the Agent

For example to navigate through an IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. menu of another UCC after a direct transfer, or select the right options after leaving a Voicemail message when consulting a colleague.

Explanation

The WebAgent offers four different types of transfers:

  1. Direct Transfer:

    The Agent transfers the Caller unannounced to another destination.

  2. Skill Transfer:

    The Agent moves the Caller to another Skill that is configured within the UCC.

  3. Delight Transfer:

    The Agent invites a third participant into the call, and eventually leaves the call so that the Caller and third participant can continue the conversation.

  4. Consultative Transfer:

    The Agent consults a third participant while the Caller is on hold. If the consult is sufficient for the Agent to service the Caller further, the Agent can disconnect the consult and resume the call with the Caller. Otherwise, the Agent can transfer the Caller to the third participant for an optimal customer experience.

For each of these transfers it is possible to utilize DTMF at some point during or after the transfer:

  1. Direct Transfer:

    As soon as the transfer is successful, the Caller is able to use DTMF.

    • Sample scenario: the Caller has a follow-up question for another department, the Agent transfers the call to another UCC and the Caller should be able to navigate through the IVR menu.

  2. Skill Transfer:

    As soon as the transfer is successful, the Caller is able to use DTMF.

    • Sample scenario: the Caller accidentally made the wrong choice in the IVR menu and the Agent transfers the Caller to the appropriate queue.

  3. Delight Transfer:

    Once the third participant joined the call, both the Agent as well as the Caller are able to use DTMF.

    • Sample scenario: the Caller must complete a payment over the phone while the Agent is still connected with the Caller to provide support when needed. The Agent invites the payment line into the Call and the Caller is able to provide the required details when needed using DTMF.

  4. Consultative Transfer:

    While the Agent is consulting the third participant, the Agent is able to use DTMF. Also when the Agent transferred the Caller to the third participant, the Caller is able to use DTMF.

    • Sample scenario: a receptionist answers a Caller that is looking for a specific person within the organization. The receptionist consults the Auto Attendant and uses DTMF to select the right colleague. Next the receptionist transfers the Caller to the colleague. Eventually, the colleague does not pick-up and the Caller reaches its Voicemail. After leaving a message, the Caller decides to prioritize the Voicemail using the menu options.