Dialogue Cloud

Release Notes - Feature Release DC2023.01

Warning: This version is now end-of-support. For more information, click here for our End-of-support policy.

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

Client 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 template (SharePoint template) 8.2.0.7  
Power BI (desktop template)

8.5.23073.02

(Minimum required version for this bundle) Learn More
Inflight Wallboard (desktop client) 6.5.7  
Snapper (desktop client)

8.5.5

(Minimum required version for this bundle) Learn More
+= updated in this bundle.

New Features

PBI Description
78065

Chained 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.

It is now possible to link adaptive cards in a chain of interactive moments, enabling use cases where a first answer informs which second interaction is presented. Learn More

79989

Integration with Workforce Management system Verint.

Agent statuses and dialogue activities can feed the WFM system to enable agent coaching, planning prediction and other tools to optimize service departments.

75802

Queue text sessions in specific Skill directly from Dialogue Studio
The Dialogue Manager Enqueue Node has a new configuration option in which you can specify a Skill. If a Skill is specified and exists in 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., the session will be queued in the matching Skill immediately. If no Skill is specified, or the Skill cannot be found in the UCC, the Plugin Flow Settings will be triggered to determine the Skill and the session will be queued accordingly. Learn More

76148

Play message when marked as Voicemail.

Added VoicemailMessage and VoicemailAudioMessage columns to the CampaignDialer items in the SharePoint OutboundDialerCalls list.

When one of the CampaignDialer item columns is filled and the agent marks the campaign dialer session "as voicemail" (pressing *), a message will be played to the customer's voicemail box and the session will be disconnected. In the meantime, the agent is getting disconnected from the session.

38637

Add upload attachments/files/images capability for WebChat

it is now also possible for both customers and agents to upload files during a webchat session, Learn More

Feature Improvements

PBI Description
63994

Agent name can be displayed in WebChat.

In a chat conversation between customer and agent, the real name of the agent can now be displayed instead of a organisation-wide alias. Learn More

80754

Outgoing email to multiple people.

It is possible to send an email to multiple people are once using the cc functionality, which was disabled for new outgoing emails before this change. Learn More

77567

Sanitize LastAgent field for UniversalTimeline_GetCallHistory stored procedure.

The LastAgent field could contain additional data that could not always be parsed by Microsoft Graph in the WebAgent, this resulted in the WebAgent not being able to load the display name or photo of an Agent.

81165 PowerBI template improvements:

- Dialogue[Time Started] column was added back to the Dialogue Overview table (it was accidentally removed in the previous release)

- (SLA) Parameters have been moved from DAX expressions to parameters pop-up window (mandatory fields).

- Discharge time added to the following report pages(tables): UCC report, Contact Report, Skill report, Agent Report, Dialogue Overview.

- Drill-through for chat transcript page enabled in the dialogue detail page

- Discharge KPI added to dialogue detail page

- Discharge time subtracted from Available status time in the Status Overview page

- Discharge[Change Agent Sip ID] and Discharge [Discharge UCC ID] data types to integer

- Removed blank value from the transfer rate line chart

- All parameter values are set to a default value. A customer only needs to enter a server and database name.

- Parameter titles and descriptions improved.

- Data loading errors are handled better.

- Anonymize data dropdown sorted. NEITHER selection changed to NO.

- New host URL for "Dialogue Detail" and "Chat transcript" image files.

- Customers can change the parameters in the Power BI service for each published report without the need to first change the parameters in Power BI desktop and then republish the report to the Power BI service

Feature Enhancements

PBI Description
61326

Webchat behavior enhancement

When webchat times out, the agent side is informed and can close, but customer side can continue to send chats. The messaging system is refactored ensuring consistency between agent and customer.

77417

Unable to retrieve dialogue that is already connected to the agent.

Agents could see that they had several emails in a connected state in the email dialogue provider, but no emails in their personal queue. Even if they went through the list of emails in the connected queue, they did not have the ability to open or take the email that they were connected to.

81083

Improved the behavior of the Text editor in the WebAgent

Text that is deleted prior to sending could reappear and be sent to the customer. This only happened if the last keystroke was backspace prior to hitting send

Also improved Predefined responses (Canned responses) that could send as blank or deleted when selected.

80752

Kiribati National number prefix.
Numbers from Kiribati could not be handled by the WebAgent Service, this is no longer the case.

78981

A double failed blind transfer could lead to an Agent reservation being stuck.

When the Agent performed a blind transfer to the same contact twice, it could lead to the reservation not being released. If the reservation was not released, no new hunt would be offered to that agent. This is no longer the case.

76446

Retry time from dialers showed server time.

This has been changed to show the regional time that is configured in SharePoint.

78798

Snapper UCC Statistics remain visible on incoming hunt.
UCC statistics disappeared when a call came through the UCC, requiring a few steps to reload the statistics. This no longer occurs and statistics remain available, regardless of incoming calls.

Attendant Console for Dialogue Cloud (ACDC2023.01)

PBI Description
80995

Fix for ghost queue call after consultative transfer

This fix will ensure that the transferred call is not shown in queue after the successful consultative transfer.

69437

WCAG compliance (accessibility for people with disabilities)

Improved the application accessibility based on WCAG 2.1 guidelines. This improvement consists in:

• Improving the HTML structure so it can be readable by screen readers

• Improving colors contrast

• Making every interactive element focus visible

• Navigating the application by using just a keyboard

63781

Add support for Desktop Integrator

Now we support teams desktop integrator on Attendant Console for Dialogue Cloud.

The integrator adds the following functionality:

• When a call is answered in the Attendant, the integrator automatically answers the incoming call in Teams.

• When a call is started from the Attendant, the integrator automatically accepts the call in Teams.

• After a call has ended, the integrator will automatically close this window.
Learn More

69368

Add Attendant Console for Dialogue Cloud theme with Attendant Console for Dialogue Cloud specific logo
We added a new theme "Anywhere365". This new theme also contains three different layouts standard, dark and high contrast. Along with the new theme we added some empty state images to improve the user interface and a new logo. Attendant Console for Dialogue Cloud

77243

When the UCC is configured for recording the conversation, the record, pause and stop button are also available in the attendant console.

When available, by default the recording will start, when the conversation starts. The attendant user has the option to pause and resume the conversion and also the option to stop the recording. Once stopped, the recording cannot be started again. Learn More

82170

Dial queue numbers from F6/F7 The option to dial or blind transfer to a queue has been added in F6 / F7.

From now on the attendant user can directly call a queue number, after searching the queue on its name.

69367

Rich text editor for editing 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. mail templates for Attendant Console for Dialogue Cloud

From now on the mail templates can be edited with additional layout option, like

• Bold

• Italic

• underline

• Strike through

• Font colors

• Adding images