Dialogue Cloud

What's new in WebAgent 6.30

Available in bundle: DC2022.04

This article will describe the changes that have been made to WebAgent in version 6.30.

Note: An additional Anywhere365 WebAgent license is required.

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.

 

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.

Copy
URL
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 Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. integrations, BullHorn CRM CTI is now available. The WebAgent can now directly be embedded inside BullHorn CRM.

 

Extended WebAgent for SAP C4C

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

Scenario

Old behavior

New Behavior

Conversation is offered

If a single contact is found, the contact page in SAP C4C will be loaded.

Activity is created, regardless if conversation is accepted.

Note: All activities are created as inbound call, regardless of the direction or type.

If a single contact is found, preview the contact in the WebAgent window.

Conversation accepted

Nothing

If a single contact is found, the contact page in SAP C4C will be loaded.

An activity is created based on the direction (Inbound or Outbound) and type (Audio or Text) of the conversation.

Conversation disconnected

Nothing

Nothing

Conversation is handled (i.e. Finish flag)

Nothing

The activity is updated is updated with end time.

 

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 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). An 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. 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.