Dialogue Cloud

Release Notes DC2022.03

This document contains a list of the updates to Anywhere365 software and components.

Related client-side software

Launch of Attendant Console for Dialogue Cloud

The Anywhere365 Attendant Console for Dialogue Cloud is a powerful, state-of-the-art telephone operator console that streamlines call handling from a single, integrated ‘pane of glass’. As a web-based, cloud-hosted application, this powerful tool offers a range of smart features that are designed to optimize work flow, reduce customer friction, and improve the overall caller experience.

For more information, see Attendant Console for Dialogue Cloud - Overview.

Updated Components

Component Version
Power BI 8.2.22212.01
Inflight Snapper 8.4.6
Inflight Wallboard (client) 6.5.5
= updated in this bundle.

New Features

Description
UI Plugins are now available for WebAgent. Using WebAgent UI Plugins you can embed useful information such as your company's Twitter feed, an internal support chat room within the WebAgent interface. Learn More
Added Click to Transfer option for CTI. Use CTI integration with Dynamics365, SalesForce, or ServiceNow as your contact directory. With an embedded WebAgent, you can now invite a case manager to join a conversation with a single click. Learn More
Support for CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service V2. CRM solutions without an Anywhere365 plugin can use Dialogue Studio to retrieve data, thus taking advantage standard plugin features such as secure credential storage and connections.
Improved authentication for Dialogue Studio. User groups may now be defined in Azure AD allowing for individual user sign-in instead of only organization-wide sign-in. This eliminates the need for password sharing and makes access to Dialogue Studio more secure.
Read only access to Dialogue Studio. Read-only users in Dialogue Studio. Not all stakeholders have the need to make changes in Dialogue Studio, and only need to be informed. Setting up a read-only user group in Azure makes it possible to separate between read-write permissions and only read permissions.

Feature Improvements

Description
Improved CRM Contact information UI. •CRM Fields can now display multi-line values. •The hover-only Select Button makes more space for readable text. •Contact Information can now set as the default tab, to be the first tab visible when opening in small view.
Close session after WhatsApp Customer Care Window expires. WebAgent now shows that an agent can no longer respond to a WhatsApp conversation after the 24hour expiration window.
Added option to disable input for post-dialogue. It is now possible to disable text input once a post-dialogue adaptive card is sent, to make the user complete the adaptive card first. Learn More
Improved UX for undeliverable messages. Feedback is now provided when a message cannot be delivered.
Only valid Adaptive Cards Adaptive Cards are preformatted boilerplate messages that can be selected by an agent to be sent to a client. They are written using an open card exchange format that allows the developers to 'write once' and share with any compliant host application can be sent. Incomplete or incompatible adaptive cards will no longer be available in the WebAgent.
Hide overflow in Wallboard. In View 1, top overflow percentages are not always used and just display 0%. To increase legibility these are now hidden when the value is 0%.
Show more skills in Wallboard View 2. View 2 would show more skills in portrait mode than in landscape. 6 skills are now displayed in both views.
Power BI: Selective anonymization of agents OR callers. Anonymization in the Power BI template would either simultaneously affect both agents and callers, or affect neither. You can now specify which of the 2 (or both) you want to have anonymized.
Process incoming calls correctly. Phone number with multiple + (plus) or (minus) signs are now correctly dealt with.
Collect presence from Agents regardless of their User Principal Name (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).) Previously the term 'beta' did not return agent presence. After applying bundle DC2022.03, re-authentication of the Graph Presence Accounts (that are using Device Code Authentication) is required to make sure that the presence of the Agents is collected again.Device Code Authentication is used if Anywhere365 is unable to authenticate on behalf of the configured user (due to Multi-Factor Authentication, or other restrictions). In this case, you need to navigate tohttps://microsoft.com/devicelogin to provide the device code and authenticate to trigger presence collection.

Feature Enhancements

Description
Sending (partial) html tags no longer results in an empty message in the webchat. HTML sanitization extensions in the DialogueManager have been updated to encode HTML tags instead of removing them. This reduces the risk of unintentionally removing user-content from the message.
Resuming a webchat conversation no longer shows duplicate messages in the customer interface.
Conversation now remains available to the customer after agent leaves. This was already possible but the setting was set to false by default.
Inflight Snapper: Log4net library security update. A vulnerability was discovered in older versions of log4net. We have now updated to a more secure recent version.
Inflight Snapper: Show 'In a Call' activity instead of 'busy' in agent overview.
Wallboard: Show agent display names. Wallboard didn't show agent names if Skype for Business or Microsoft Graph Presence was not used. If the display name is equal to the sip uri, the display name from the Dashboard Service will now be used.
Heatmap not showing the majority of dialogues. Fixed an issue in which the heatmap caused most dialogues to inadvertently be hidden from view.
Fixed time datestamp. Voicemail Delivered Date to SharePoint is now written in local 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. time instead of UTC time.
Fixed UCC startup issues. Resolved issues that prevented UCCs from starting because of 'corrupt' cache files
Updated Log4Net. Updated from version 2.0.8 to 2.0.14