Release Notes - Feature Release DC2022.06

Warning: This version is no longer being technically supported. See our End of Support policy.

Announcement: DC2022.06 had been made available in a phased rollout to selected customers from November 7, 2022, with a general availability t.b.a.
Update (November 23, 2022): Rollout has been postponed pending investigations on early public findings. Please wait for hotfix release DC2022.06a

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

Updated Components

Note: To streamline our support process, before raising a support ticket you need to ensure that the client used is upgraded to the version of the bundle and so the log provided with the ticket is inline with the Bundle. Please note that we will be unable to process support tickets raised on unsupported version.

Component	Version	Remark
Ucc.Creator (SharePoint template)	8.2.0.7	(Minimum required version for this bundle) Learn More
Power BI (desktop template)	8.4.22443.01	(Minimum required version for this bundle) Learn More
Inflight Wallboard (desktop client)	6.5.7
Snapper (desktop client)	8.4.9
⁺ = updated in this bundle

New Features

PBI	Description
63276	Add feedback message why customer does not answer when Agent handles an outbound session Agent performing outbound sessions (Campaign Dialer, DCI, Queued Callback CallBack, an IVR menu feature for voice, enables the customer to leave his / her number to be called back by an available agent during business hours. and Interceptor The Interceptor is a service installed on Anywhere365. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an Anywhere365 UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents.) can now hear a voice message explaining why the call could not be established. Learn More
46960	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 solution for Dynamics, SalesForce, ServiceNow and Bullhorn move to a new architecture, modernizing these integrations. Other CRM services will follow later.
59815	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). 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. creator can now create UCCs with independent SharePoint site collections, following the recommendation of Microsoft to no longer rely on subsites. Learn More

Feature Improvements

PBI	Description
61545	UI Plugin - Extend IFrame with variable values In the UI plugin URL you can now define placeholders (conversationid, agentUPN, customerUri) that will automatically be replaced when having an conversation in the WebAgent. This enables you to pass along these values as URL parameters. Learn More
60668	ServiceNow CTI - Add button on CRM bar to create an interaction In the CRM bar you can now select “Create an Interaction”, which will automatically open the new Interaction window in ServiceNow. Learn More
60592	Merge together action Take and Accept on text conversations For Text sessions you no longer need to accept after performing a Take (from queue). Learn More
60594	Merge together action Accept and Reply on new text conversations For text session you no longer need to click the Reply button after accepting. Learn More
61031	Improved UI of the UI Plugin sidebar The UI bar has received a small UI update, so that is matched the selected Theme. Additionally the width has been increased so more content can be show.
56482	The Contact Search has been standardize and added to more locations The look and feel of the Contact Search has been standardized (Contact Search, Add Participant, Transfers) and has now also been added to the Dialpad and New Email. Learn More
60623	Improved Resume icon A conversation on hold will now have it’s own Resume icon, this way the user can better see when a conversation is on hold.
52674	Improved UI of the Call History The Call History tab has received a small UI update. The icons have been updated and the UCC name will no be shown.
61716, 61472,61474	Improved Accessibility in the WebAgent by added keyboard navigation for lists and items, keyboard shortcuts, and labels for screen-reader software For our progress towards WCAG Level AA, we started adding more keyboard support to use the WebAgent. It is now possible to navigate lists and items using the keyboard buttons. You can also use keyboard shortcuts Hold (Alt + H), Resume (Alt + H), Open the Transfer menu (Alt + T), Disconnect (Alt + Backspace) during audio sessions. Buttons, items, tabs will now contain labels, this way screen-reader software can pronounce the functions. Learn More
60667	Fields are now shown based on order of the CRM Service The fields in the Contact Information panel our now shown based on the order configured in the CRM Service, instead of the alphabetic order.
60671	Canned Response also search on "searchContent" Besides searching on the title, you can now also search on the body of the canned responses.
58889	ServiceNow CRM service does not support non-default date/time format Support for other date time formats in case the default format (yyyy-MM-dd HH:mm:ss) is not used. New setting ‘SourceDateFormat’ has been added to define which format is used in ServiceNow. The formats should be valid date time formats. Two common examples are yyyy-MM-dd HH:mm:ss (default) and dd-MM-yyyy HH:mm:ss. Warning: Important: the notation is case sensitive.
	PowerBI reset button. Power BI desktop and the published version of the reporting can be manipulated with filtering, to dig deeper in the data. However, filters can overlap, confuse or be forgotten about, resulting in unexpected results. The reset button makes a quick reset possible, so a filter problem can be ruled out easily.

Feature Enhancements

PBI	Description
60267	A new event, indicating whether the corresponding Agent accepted the invite, is introduced. This event extends the existing event, indicating whether the conversation was answered.
62862	Changed the default value for the setting ‘EnableCallbackPhoneNumberNormalization’ to false, to make sure that telephone numbers (left via the (Queued) Callback) are stored in a format (E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers. Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard)) to process these callbacks successfully.
59635	Prevent Call Controls from being disabled when an incoming call is forwarded to a secondary UCC and the Caller is also configured as an Agent in this secondary UCC.
61668	Improved support for the Autonomous Dialer, when Enhanced Direct Routing is enabled.
60942	Call Controls no longer disappear if the WebAgent is refreshed while this Agent is handling a transferred call.
47596	ForwardSkill hunts in the WebAgent no longer shows incomplete scenario When the agent was hunted by a ForwardSkill the WebAgent didn’t register being accept by the Agent, this resulted in the Call Controls button not being available. This has been resolved.
47596	Canned responses no longer adds attachments during WhatsApp Via the Canned responses you could select an attachment, which isn’t supported in WhatsApp channel.
	Improved the behavior for copying the customer Uri in the conversation header When selecting customer Uri in the header, it used to automatically de-select. This is no longer the case.
	Inflight Wallboard view 2 set the numbers ‘Longest Wait’ and ‘Average Wait’ to 0:00:00 after starting correctly, due to an overflow issue.
20335	Note: Please note new SQL scripts are included, that need to be run before installing PowerBI performance and behavior improvements. By revisiting where data manipulation happens between SQL and PowerBI, the performance of reporting is significantly improved.
20335	PowerBI Template various bug fixes. Several inconsistencies in PowerBI have been removed, where numbers could be rounded unintuitively or go visually out of bounds. A noticeable example includes time notation occasionally showing 60 seconds as 0:00:60, instead of 0:01:00. Now time is shown correctly consistently.