Dialogue Cloud

Release Notes DC2022.05

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

Updated Components

Component Version
Power BI 8.3.22385.02
Inflight Snapper 8.4.9 (Must be updated when installing this bundle)
Inflight Wallboard (client) 6.5.7
= updated in this bundle.

New Features

Description
Uploading attachments/files/images now possible in WebChat. WebAgent Agents now have the option to send files to the customer. Learn More
Added sounds when hunting with webchats and emails in the WebAgent. It is now possible to set a message notification sound regardless of whether it's audio or text. Learn More
Added new Microsoft Teams Meeting UI Plugin. An agent can now invite a customer to a Microsoft Teams via WebChat, adding WebAudio, WebVideo and screen sharing possibilities. Learn More
Significantly faster loading times and improved response. Optimization of the report template greatly speeds up report generation and improves visual consistency across reports.

Feature Improvements

Description
Encryption support for the Dialogue Manager connection string. The password in the SQL connection string on SharePoint can now be encrypted using the Anywhere365 Password Tool.
Improved WhatsApp phone number search 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. Changed labeling to improve searches involving WhatsApp numbers.
Skills search response now displays 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. name. When performing a Skill Transfer to a different UCC, and ID was shown instead of the UCC Name. This has been changed.
Increased Inflight Snapper efficiency. Changes in UCC management solved an Outbound calling issue as well as enhancing performance.
Improved Feedback for certificate connectivity issues. Suggestions now provided to help pinpoint issue.
Improved UX display. The "Customer disconnected" warning message has been made easier to read.
Improved UX consistency. Fixed issue in which the search box would appear even if no further options could be selected.
Improved blind transfer scenarios when transferee does not accept. Specific scenarios where the transferee did not accept could result in the WebAgent not being able to perform another transfer. This now has been resolved.
Improved Text input and message display UX. In certain situations (and depending on screen size) the text input field would pop-out and prevent an agent from viewing incoming messages. This has been fixed.
MePerson Reason Code only available when pertinent. The Reason Code selection will no longer be displayed when there is no reason code to select.
Hold function is no longer deadlocked. Resolved on hold issue.

Feature Enhancements

Description
Outbound text sessions are now listed in the WebAgent. Fixed an issue in which outbound emails were not searchable/listed.
WebAgent UI now consistent when call placed on hold. Fixed an issue in which the UI sometimes inconsistently displayed a conversation's state as well as available call buttons.
Unanswered transfer to a consultee no longer displays as finished. If a WebAgent conversation offered to a consultee wasn't accepted, the conversation still remained on the screen with green finish flag. This is no longer the case.
'Lost' WebChat Messages. In certain circumstances, messages would not be displayed while the agent was viewing the "hunt" window. Messages are now displayed correctly.
WebChat issues starting a new conversation. Fixed an issue that could arise for customers with multiple UCC's in which new conversations could not be initiated.
Reservation no longer gets stuck after failed transfer. Fixed Direct Routing issue caused by invalid number.
OnHold status now correct. Fixed an issue in which OnHold call status was not correctly maintained during a session.
Improved recovery from unauthenticated state. MsGraphPresenceProvider no longer needs to be re-enabled by operations to re-establish presence
Fixed Azure Log Analytics issue. Resolved issue in which changing logging mode would stop logging.
Longest wait and average wait issue. Fixed issue where these values would erroneously display 0:00:00.
All UCC groups are now properly counting. In certain instances, the first group of UCCs would not properly display accurate numbers. This has been fixed.