Dialogue Cloud

What's new in WebAgent 6.23

Note Additional Anywhere365 WebAgent license required.

In preview since: 27 May 2021

Introduction

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

 

Detect and send if environment is Direct Routing

Dependencies

  • WebAgent Service v 1.27 or higher

  • Direct Routing environment

 

Feature

In the Direct Routing solution, only phone traffic is supported. This means that only phone URIs can be used for audio sessions to perform:

  • DCI Calls

  • Add participants

  • Transfers

To prevent unnecessary dialogue the WebAgent will use the UCC settings to detect if the environment is configured for Direct Routing. If this is the case, the SIP endpoint will be hidden and the business phone endpoint will be used as new default endpoint.

Default Endpoint

No phone endpoints

 

Skill Transfer for Audio Conversations

Dependencies

 

Feature

The Skill Transfer controls are now enabled in the WebAgent. From here you can put the conversation into another Skill queue or sent it to a Forward Skill

 

 

WebChat 2.0 Customer connection state

Dependencies

  • WebAgent Service v 1.28 or higher

  • Dialogue Manager v 1.19 or higher

  • WebChat FrontEnd v 2.1 or higher

 

Feature

A new feature in the WebChat Dialogue Provider is the option to show the customer connection state and to disconnect from the customer side. This is now visually displayed in the WebAgent.

Customer connected

Customer closed webchat page (can reconnect with persistent chat)

Customer disconnected the conversation

 

Contact Settings

You can now toggle between the size of the contact. This enabled you to see more contacts at once. You can change the view from the contact settings menu.

Normal view

Small view

 

Added support for sharing permission 'Can view when I am busy' for the WebAgent calender

The lowest calendar permission have been changed from 'Can view all details' to 'Can view when I am busy' (Office365 default). Making it easier to see your colleagues agenda.

 

CRM Service Changes

Added "CopyToClipboard" in Contact Information

To improve the user-friendlessness we have added a button to easily copy the values from the contact information. For example, to quickly copy the phone number to perform a outbound call.

 

Switch back to "Contact Information" tab after selecting a contact

When multiple contacts are found in the CRM Service the WebAgent will display the result. For a more user-friendly approach, after selecting the contact, the WebAgent will switch back to "Contact Information". This way you get to see the details immediately.

 

Text Search Changes

Improved standard search

The standard search tags have been visually updated:

Improved advance search

The advance search menu has been visually updated, to better support environments with multiple UCCs and Skills:

 

Improved Calendar picker

The calendar picked has been visually improved for a better user experience. You can now quickly select a single date, days before, days after or a date range.