Dialogue Cloud

Release Notes - hotfix release DC2023.02a

Announcement: DC2023.02 has been made available in a Phased Roll-out to selected customers from May 26th, 2023, with an expected General Availability (GA) on June 9th, 2023.
Update: 09-06-2023 Phased Roll-out has been extended until further notice.
Update: 16-06-2023 This Bundle has now been superceded by DC2023.02b.

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 this bundle and 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 versions.
Component Version Remark
Ucc.Creator template (SharePoint template) 8.2.0.7  
Power BI (desktop template)

8.6.23215.01

(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.

Feature Improvements

PBI Description
79557

When GraphUser sends NULL after subscribing and won't receive presence we will now try to recover.

Sometimes a GraphUser request sends NULL or empty after subscribing and won't receive presence until the automatic 24 hour refresh by Microsoft. We will now try to recover presence when receiving NULL or empty.

87004

Retry mechanism implemented for requests to CustomSessionPlugin.

DialogueManager session management has been made more robust for connection to the Custom Session Plugin

87002

DialogueManager conversation restore fails and does not use fallback.

DialogueManager session management has been made more robust for text-conversation that expect to be restored to a later non-existent Skill or Agent. A fallback skill will now be looked for.

87001

DialogueManager failed transferred text-conversation were not visible.

DialogueManager session management has been made more robust for text-conversation which are transferred. If the transfer fails the conversation will now be sent back to the originating skill so it will not get lost.

85563

WebAgent now shows an improved warning when user dials an emergency number (911 or 112).

WebAgent as shell of a contact center is not a phone client to be used for Emergency dialing. The warning displayed when a non-valid number has been entered in the dialpad now includes an explicit statement that dialing emergency numbers is not supported

89145

PowerBI Filtering Actions column sometimes resulted in blank rows fields.

Sometimes filtering on the Actions column resulted in blank action categorie rows to be shown. The SQLView has now been updated to V3.1 which now no longer returns blank rows in the filter list, when using the accompanying PowerBI template.

Feature Enhancements

PBI Description
86040

No audio after failed or declined direct transfer.

Previously when a direct transfer was done to another agent and the other agent declined the audio to first agent (transferor) would not resume. Now the transferor is only removed when the direct transfer is succesful.

76543

PAI Header was not sending number to Agent with Inbound Intercepted Routed Call with Impersonation disabled.

When Inbound interception was set for an Agent the call (to the private number of the agent, which would get intercepted by 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.) would show to agent as "Anonymous". We fixed that the PAI header is properly set when doing an inbound intercepted call + inbound routing rule. When Impersonation is disabled and the incoming endpoint had no PhoneUri assigned it will fall back to the main endpoint. Inbound call to Agent will now show as call from UCC.

80168, 86914, 79460

Direct Transfer with CallControls - Customer can temporarily hear both agents.

Previously when a Direct Transfer was done though WebAgent or Attendant Console for Dialogue Cloud (which both use the CallControls plugin) the customer was able to hear both transferrer and transferee for a couple of seconds until transferer was dropped. This is now no longer the case.

88285, 87431

Speech-To-Text Google connection adds specific AI model for Phone_calls.

The Google implementation for Speech-To-Text now specifies the "phone_call" AI model for speech recognition. This is a more reliable and consistent model that can handle lower quality audio better to generate much better recognition results.

87012

Performance improvements for voicemail drop outbound dialer audio message.

Some telephony operator networks would not appreciate our 2,5 second silence for our voicemail detection message to play from our Outbound Dialer. We have now improved performance of playing CampaignDialer voicemail message to ~1 second.

79056

Session.InitialId now sent to Dialogue Studio when a call is forwarded from UCC 1 to UCC 2.

When a UCC call is forwarded or transferred to another UCC the Session identifier of the call from the first UCC now gets included in the call information in the Session information of Dialogue Studio (DS) so full Dialogue information can be maintained and used in DS.

87511

Chained adaptive cards were not sending standard.subject property.

Chained adaptive cards with standard.subject set will now set the subject of the message correctly.

82130

WebAgent Calendar now showing information for shared calendars from other contacts.

Previously Calendar details from other people's calendars were not shown even though various sharing access rights had been set in Outlook. This is now fixed so other people's calendar's can be seen again according to the sharing detail level set in Outlook.