Dialogue Cloud

Release Notes DC2022.04b

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

Updated Components

Component Version
Power BI 8.2.22262.01
Inflight Snapper 8.4.6
Inflight Wallboard (client) 6.5.5
= updated in this bundle.

Notable Changes

Changes to ServiceNow CTI WebAgent settings

The WebAgent redirect URL was simplified to reduce the chance of errors.

It will change from:

Copy
Old redirect URL
https://webagent.anywhere365.io/?clientid=<clientId>&referrer=<referrerUrl>

To:

Copy

New redirect URL

https://webagent.anywhere365.io/cti-auth

Feature Enhancements

Description
Transfer to a consultee which is not answered does not show the finish flag anymore. If a conversation was offered to a consultee using the WebAgent and the consultee didn't accept then the conversation remained on the screen. This is no longer the case.
Outbound text session can now be found in the WebAgent. Fixed issue in which emails sent via the new email feature were not searchable.
Dialogue Manager re-sync issue. Fixed issue where restarting the Dialogue Manager (without restarting the 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.), could result in conversations appearing to be connected but were not visible nor accessible to the agent.
Fixed CTI Issue. Fixed issue where running WebAgent with ServiceNow or Bullhorn would sometimes open an authentication pop-up window instead of the expected WebAgent pane.
Inter-UCC transfer is now displayed correctly. Transfers from one UCC to another had a glitch where they kept showing as Waiting instead of Connected.
Skill Transfer after outbound intercepted conversation issue. Fixed bug that sporadically caused conversations to disappear during skill transfer.
Fixed Microsoft Graph Cache Issue. Fixed issue with MsGraphPresenceProvider Cache.
Fixed on hold getting stuck. Fixed issue where Agent could be stuck on hold.
Validation attributes now work properly.
Changing Skills now works as expected. Fixed bug where changing certain skills could sometimes lead to a UCC crash.