Dialogue Cloud

Release Notes - Feature Release DC2023.02

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)

8.6.1

(Minimum required version for this bundle) Learn More

+= updated in this bundle.

New Features

PBI Description
79047

Dialogue Studio now also receives Original Correlation Id for a multi 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. traversing call.
When a UCC Call is transferred (or forwarded) to an Endpoint assigned to another UCC, the Correlation Id of the original call will be logged and reported in Dialogue Studio. From within Dialogue Studio the Correlation Id of the initial call can be used to customize the call flow accordingly (e.g. data collected and stored in the initial UCC, can be retrieved by the UCC receiving the transferred/forwarded call using the initial Correlation Id).

The original Correlation Id will be shared with the receiving UCC regardless of the environment hosting this UCC. The receiving UCC can be hosted in the same UCC Service as the initial UCC, it can be hosted in another UCC Service in the same region, or a UCC Service in a different region.

Furthermore, the original Correlation Id will be retained, regardless of the number of forwards and/or transfers.

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63848

Added the Supervisor Listen functionality to the WebAgent.

With this new feature, supervisors can now monitor live conversations between customers and agents in real-time directly from the WebAgent client. Previously only available through our Snapper tool, this feature is now easily accessible to supervisors through the WebAgent, providing an even more efficient and streamlined experience. This enhancement will help supervisors to better manage their teams and ensure high-quality customer interactions.

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78522

The WebAgent for ServiceNow also supports the CSM module.

We've expanded the capabilities of the WebAgent for ServiceNow by adding support for the CSM module. In addition to the existing ITSM module, the WebAgent now enables seamless interaction with the Contact and Case entities from the ServiceNow CSM module, all within the WebAgent UI. Furthermore, you can customize your view by selecting which entities are visible through the configuration URL. With this new integration, you can access all the functionality you need in one place, streamlining your workflow and increasing efficiency.

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Feature Improvements

PBI Description
72311

Added keyboard navigation for endpoints (phone number) to the contact result list.

Users can now use their keyboards to quickly move through the list of endpoints, including phone numbers, for each contact. This new keyboard navigation feature provides an added level of convenience and speed for users, making it easier than ever to access the information you need quickly and efficiently.

75903

CC participant for a new email conversation can be added and removed now.

This new feature gives users more control and flexibility in managing email discussions, making collaboration more seamless and efficient. With the ability to easily add or remove participants, users can now streamline communication and ensure that the right people are always included in important discussions.

52608, 76064

Contact without a profile picture will now get a generated avatar based on their Display Name.

This new feature will add a touch of personalization to your conversations and make it easier to identify your contacts at a glance. No more generic gray profile pictures.

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63868, 63865, 63863

Improved effectiveness of the use of the Universal Timeline Service.

We have implemented several changes to optimize the service. Firstly, the Call History will only be loaded when you open the tab, instead of loading it when you start the WebAgent. Secondly, the Timeline will now only be loaded when you accept a conversation and open the tab, rather than loading it for every offered conversation. Lastly, the Timeline will no longer automatically open the last record. Instead, agents will need to manually select the date they want to view.

76215

Enhancements to the functionality of the Dialpad and email menus.

We have improved the behavior of selecting email addresses in the new email menu, so contacts will no longer appear in the email menu, avoiding any overlap with the Subject field. Additionally, valid 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) formatted phone numbers will no longer be displayed as contacts, allowing you to start dialing immediately by pressing enter or clicking the call button.
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79654, 75523, 77666, 77665, 75831, 81516, 75851, 63650, 69684

Added various UI improvements to the WebAgent.

With the new release, you can expect a more polished and consistent UI experience, thanks to the enhanced alignments and padding of menus and items. One notable change is the revamped MePerson menu, which has been updated for improved functionality and ease of use. The sign out button has been moved to a dedicated button, making it easier to find and use. Additionally, the size of the menu has been increased, ensuring that the entire menu is now visible without having to scroll. The font has been updated to Roboto, to give a more consistent experience throughout all the Anywhere365 applications.

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62426

Changed from the Beta to V1 of the Graph Presence Endpoint in the WebAgent for retrieving presence.

Retrieving the presence information of colleagues will now be done via the V1 endpoint, instead of the previous Beta Endpoint of Microsoft Graph.

77789

Added a new icon when the call is muted.

We have replaced the conventional approach of darkening the button with a new icon that appears when the call is muted. This new icon has been designed to stand out and allow users to quickly identify whether the conversation is muted or not.

76122, 65305, 81920

Improved search behavior when searching for contact and prevent throttling Throttling, in the context of a software cloud delivery service, is the practice of temporarily suspending or diminishing access to a service offering to a cloud customer. Because cloud platforms are mostly multi-tenant, shared platforms and the usage at any moment of many customers is unpredictable, throttling is a normal and logical procedure of retaining a cloud service for all customers, sometimes at the expense of one or a handful of customers who are at that time using too many resources for the backend platform. Not only a customer itself, but also a "noisy neighbour" on the same platform can be the cause of throttling. Usually service will be resumed at a normal level after a short cool-down period, but can even take up to 24 hours or more. In Microsoft 365 throttling is usually indicated by "429 errors" or "server too busy" messages in logfiles or replies. by Microsoft Graph.

Specifically, we've optimized search behavior when looking for contacts, and we've taken steps to prevent throttling by Microsoft Graph. As a result of these changes, you'll notice that the number of search requests made to Graph has been reduced, which helps prevent throttling. Moreover, we've resolved an issue where certain characters would disappear during a search due to slow response times from Graph. With these enhancements, you can expect a smoother and more efficient search experience.

79188

Disabled the Disconnect button during an invite (hunt).

We have made a change to the Anywhere365 WebAgent to prevent unexpected behavior during a hunt. The Disconnect button has been disabled while an invite (hunt) is in progress. Previously, pressing the Disconnect button during a hunt would remove the conversation from the WebAgent but not cancel the hunt in Microsoft Teams, resulting in unexpected behavior. With this update, users will not be able to accidentally remove the conversation from the WebAgent while the hunt is still ongoing. This will ensure that the hunt is properly canceled in Microsoft Teams when the conversation is disconnected from the WebAgent.

81666

Removed the need for the referrer parameter for WebAgent for ServiceNow.

We have simplified the configuration process for WebAgent in ServiceNow by removing the need for the referrer parameter. Users will no longer need to manually add this parameter during configuration, leading to a reduction in the likelihood of misconfiguration and a smoother overall setup experience. This improvement streamlines the process and allows users to focus on utilizing the WebAgent without getting bogged down in technical details.

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Feature Enhancements

PBI Description
77538

Improved the display name of users with a special character.

We have made enhancements to the display of usernames that contain special characters. Previously, when a signed-in agent had a username with special characters, it would appear as a placeholder symbol (▯) instead of the correct character. With our latest update, we have resolved this issue and now the correct special character will be displayed in the username field.

84592

Improved Graph contact details retrieval.

Previously, in a Direct Routing environment, when searching for a contact to transfer a call, the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the contact would sometimes be displayed as an endpoint instead of the contact's phone number. This occurred due to an inconsistent response from Microsoft Graph. However, we have addressed this issue in our latest release. The WebAgent now correctly handles this scenario, and the SIP address will no longer be shown.

83167

Improved Classification behavior in WebAgent.

Previously, there was an issue where the Agent was unable to complete a conversation if it had already been classified before the Finish button was pressed. With our latest update, this issue has been resolved, and the Agent can now seamlessly finish conversations even if they have been previously classified.

80168

Improved Audio during transfer behavior.

Previously, in certain scenarios, there was a possibility for a momentary overlap of audio during a blind transfer, which could cause confusion for the customer, agent, and transferee. To provide a seamless experience, we have optimized our software and successfully eliminated this issue. With this improvement, you can now enjoy a smooth and uninterrupted transfer process without any unwanted audio overlaps.

83531

Improved Supervisor disconnect behavior when customer enters QM menu.

In the previous versions, when Quality Monitoring was enabled, a supervisor listening in on a call could still hear the customer even after the agent had disconnected. This was due to the supervisor not being automatically disconnected. This issue has now been resolved, and the supervisor will also be disconnected from the call when the agent disconnects. This ensures that the supervisor will no longer be able to mistakenly monitor the call beyond the agent's involvement, improving the accuracy and security of the quality monitoring process.

83322

Enhanced behavior of Snapper "Recording Control" toggle.
Previously when the Core settings "UseAudioRecording" and "AgentCanEditAudioRecording" were both on True, and the Agent was running Snapper version 8.5.0 or higher, the Snapper Toggle "Recording Control" had to be enabled otherwise all AudioRecordings for that agent would be stopped immediately when the UCC Call had been picked up by the agent. This behavior also reflected in WebAgent saying "Recording is stopped" immediately after picking up the call. This behavior is now fixed when running Snapper 8.6.1. (i.e. the Toggle in Snapper does not affect the recording start-up anymore).

61803 Removed "Teams Presence Plugin" selector from Snapper Install Wizard.
Even though the Teams Presence Plugin was removed from the Snapper install package, the Install Wizard still had the option to select the Teams Presence Plugin. This is no longer visible now and only the main snapper application can be installed. (added 09-06-2023)