Release Notes DC2021.00

New Features

• (Feature 37480 ) Added PCI Compliance (secure destination), Learn More

• (Feature 39372) WebAgent customer disconnected the session for WebChat 2.0 Sessions

• (Feature 39100) WebAgent shows connection status information for WebChat 2.0 Sessions

• (Feature 38667, 38507) Upload attachments to CrmService for Email Sessions

• (Feature 42516) Add option to disable thread when replying on an email, Learn More

Feature improvements

• (Feature 31988) Improve 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. handling in the IvrPlugin used for teams and PAL sessions

  • Sub-items are recognized better.

  • '#' and '*' are now allowed.

  • Support PreviousAction.

  • Support VoicemailAction without a skill.

  • Play RecordingMessage if UseAudioRecording is set.

  • Support PluginAction to forward to another Plugin.

• (Feature 38532) Report AcceptedCustomer in CDR when both Agent and Customer accepted

• (Feature 38848) Add impersonation information in TeamsHunter for multiple Audio Session Types

• (Feature 38571) Detect and send if environment is Direct Routing, if Direct Routing the WebAgent filters out the 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. addresses.

Feature enhancements

• (Enhancement 42606) Enhanced Supervisor (Talk/Whisper) functionality in Direct Routing scenario

• (Enhancement 42084) Return correct IVRQuestion when IvrSessionStarted is called in the IvrPlugin

• (Enhancement 41715) Stop playback of Outside Business hours when hunt is accepted

• (Enhancement 36826) Retry connection when port is available but Dialogue Studio plugin is not setup for the requested 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. yet.

• (Enhancement 38497) After failed supervisor or trainee consult next action gives error: No valid leaving transitions are permitted from state 'Failed' for trigger 'ConsultEnding'.

• (Enhancement 43588) Prevent timeout when changing Formal Active status of an Agent in a UCC that has many other Agents

• (Enhancement 44572) Stop playback of Outside Business hours when hunt is accepted

• (Enhancement 37262) Call on behalf doesn't show the correct from address when choosing a Modality Endpoint

• (Enhancement 42606) Enhanced Supervisor (Talk/Whisper) functionality in Direct Routing scenario

• (Enhancement 35445) Improved CORS failed to fetch message that can be shown in the WebAgent

• (Enhancement 42674) SignalR reconnect doesn't subscribe to groups when the WebAgent loses the connection

• (Enhancement 45849) Formal signed out agent blocks presence updates being send to the WebAgent

• (Enhancement 45820) Added removed conversation is sent after a Text hunt time-out, resulting the WebAgent now cleaning up the text conversation

• (Enhancement 39534) The initial CapabilityEvent is sent only to the client that initiated the request, the removes interference when running multiple WebAgents with the same user.

• (Enhancement 42115) Customer leaves consult in invalid state when disconnecting in the WebAgent

• (Enhancement 42081) Improved scenario that the conversation was cleaned up to soon, resulting in an error when classifying or handling the session in the WebAgent.

• (Enhancement 42117) Improved conversation removed event in consult disconnect, resulting that the conversation in the WebAgent of the Consultee is now removed.

• (Enhancement 41878) Send BadRequest to WebAgent if CrmService query is empty

• (Enhancement 41877) Send conversation removed event when Agent declines outbound call, resulting that the WebAgent now cleaning up the outbound conversation.

• (Enhancement 42096) UccCapability update sent without changes, causing the WebAgent to receive unnecessary updates.

• (Enhancement 42123) Use correct data type for query on UccName, this improves the performance of the Dialogue Manager

• (Enhancement 39167) Prevent sessions with state None when two Email Dialogue Providers are reading the same mailbox

• (Enhancement 36078) Added support for Inbox name in a different language when using the Email Dialogue Provider

• (Enhancement 41569) Missing agent name, solving the Agent reply not being send to the customer in a WebChat session