Dialogue Cloud

Attendant Console for Teams Release Notes MT2022.03

This technical release bulletin provides an overview of new features and enhancements for the indicated release of the Anywhere365 Attendant Console for Microsoft Teams.

These release notes are destined for partners and application administrators, rather than end-users. After the release has been deployed, Attendant Console users will see a one-time What’s new pop up highlighting the most important functional changes. The What’s new information, relevant to the attendant user, will also be made accessible from the Help menu in the Attendant Console.

Warning: This is a pre-release informational document that is provided solely to inform you of upcoming changes. All information here is subject to change at any time.

List of changes for Release MT2022.03

Additional dial buttons in F6

When a contact has multiple phone numbers, the Mobile and Primary number now each display a distinct dial button in the Contact List (F6). This had already been possible from Contact Details (F7), but has now been extended to Mobile and Primary numbers listed in F6.

Contact List F6 screen capture

Transfer to voicemail

The option to directly transfer to a contact's voicemail has been added. In addition to the blind and consulted forwarding options, the operator console user can now also transfer to a voicemail of a Corporate or External Teams contact. Transfer to voicemail is not possible to other types of contacts such as Personal or Group contacts.

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External contact sources

It is now possible to configure additional external contact sources such as Excel files with contacts in the Admin Portal. The files can be uploaded from the admin portal.

Admin Consent for Files.Read.All is required to be able to configure the sources.

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Attendant Console users can now see the contacts in the F6 list and as one of the listed filter options:

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For further information regarding this functionality, see Attendant Console for Teams User Manual (PDF) section 13.8

Contact notes now searchable

The contact notes can now be searched. You can perform a specific search on a contact note by using the prefix "note:" or a non-specific search without the prefix.

For example, when searching with a search term like "note:important" it will match contacts that have a contact note with a word that starts with (or equals to) "important". A search with just "important" will match the same contacts plus any other contacts that contains the term "important" in any field.

Matches on a contact note will have the lowest priority so it is displayed at the bottom.

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UI Improvements

When in ‘showing Favorite contacts’ mode, the list of Favorite contacts no longer scrolls down when clearing the search filter.

Sometimes in the F6 contacts could appear twice, this has been resolved.

When logging in, the message "no matching state in database/storage" will no longer be shown.

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Call history widget buttons will now be displayed above the history content. This prevents buttons from appearing over the content when the screen is resized.

During a search in F6 the message 'No results' would occasionally appear before the actual results were displayed. This has been fixed.

The styling of the logged out page has been updated to match the styling of the application itself.

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Improved keyboard support for mail pop up

When initiating a callback The CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours. email, the cursor will automatically appear in the pop up's subject field, to allow the attendant to start typing right away. It is now also possible to TAB/shift-TAB from field to field. This makes composing a callback email possible without mouse interaction.

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Technical improvement when using Normalization plan

Calling numbers that are not in E.164 format using a normalization dial plan can now be managed (hold/resume/hang up) correctly.

For example, when using a normalization dial plan participants with a phone number without the country code, can now be hold/resumed.

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Managing user privileges extended

In the Admin portal, user privilege management has more options. Currently the following privileges can be managed:

  • Enable Admin Portal access (was already available)
  • Enable Manage Preferences (new)
  • Enable Manage Personal Contacts (new)
  • Enable Manage Group Contacts (was already available)
  • Enable Mange Widgets (new)

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The default settings for new users are also extended with these new privileges:

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After the update, all new added manageable privileges are preset to enabled, to make sure the end users do not lose privileges without having been notified.

Desktop integrator improvement

Solved an issue where, in situations where multiple (quick) hold/resume actions were performed, the integrator could freeze. This is no longer the case. There is no need to update the Desktop Integrator to benefit from this fix.

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Improved Attendant to Attendant Calls

Pending invites to a call can now be canceled from the Attendant Console.

Attendant to Attendant Calls now first result in an incoming call notification in the F2 of the second attendant and can be answered in the Attendant Console. Previously, the second Attendant was directly invited to the call causing potential disruptions in answering calls.

Improved ringbacks

Ringback audio file is now filled with 3 extra seconds of silence to improve the experience for contacts that are being called from the Attendant Console. The shore yet annoying ringback tone will no longer usually be heard (unless they pick up very quickly).

Note: This fix first appeared in the MT2022.02c release.

Improved rejoin timeout

The accuracy of rejoin timeout improved. The configured timeout in seconds now matches the rejoin time.

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Improved consultative transfers

Consultative transfers performed during Direct Routing has been improved.

Danish language added

Danish has been added as a display language option.

Note: Note: for an existing environment, the default Danish callback mail template will only be added when the default templates are recreated. To do this, delete all existing mail templates and sign out and sign in again.

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Configure custom SMTP via username

Configuring a custom SMTP configuration is now also possible with using a username/password combination, next to an email (as username)/password combination.

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Caller recognition for Group Contacts

The caller recognition for Group contacts has been improved. A group contact created by Attendant user A will now also be recognized by attendant user B, when that contact is calling.

Maximum number of calls in F2

The maximum number of calls that have been picked up and are active in the 'My calls' section is now limited to 4. Upon picking up a 5th call, a warning message will appear.

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Microsoft Dynamics widget only in F3

Because the Microsoft Dynamics CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Widget is only relevant in the F3 pane, it has been disabled in the F7 and F9 panes.