Release Notes - Hotfix release DC2023.02d

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If you’re upgrading from an older bundle, be sure to check out our What's New pages for a comprehensive list of new features and important updates spanning multiple bundles.

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)	8.6.23215.02	(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.

Feature Improvements

PBI	Description
89102	Transcription - Improve current Google AI transcription model implementation: Allows to add a specific preferred transcription model from Google's list of models (Learn More - Google) using the PluginSettings setting GoogleRecognitionModel. This setting needs to go under the Scope Transcription. If no setting is specifically added to PluginSettings, "phone_call" is the Anywhere365 default model being used if the detected language supports it. For other languages for which the model "phone_call" does not exist, the model always falls back to the Google transcription model "default". Learn More
90621	WebChat Front-End would not always show correct availability WebChat would not always show correct availability (show as offline) until a forced 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. Presence change was done. Now only subscriptions are processed for UCCs for which we have settings allowing correct Presence to be collected.

PBI

Description

89102

Transcription - Improve current Google AI transcription model implementation:

Allows to add a specific preferred transcription model from Google's list of models (Learn More - Google) using the PluginSettings setting GoogleRecognitionModel. This setting needs to go under the Scope Transcription.
If no setting is specifically added to PluginSettings, "phone_call" is the Anywhere365 default model being used if the detected language supports it. For other languages for which the model "phone_call" does not exist, the model always falls back to the Google transcription model "default". Learn More

90621

WebChat Front-End would not always show correct availability

WebChat would not always show correct availability (show as offline) until a forced 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. Presence change was done. Now only subscriptions are processed for UCCs for which we have settings allowing correct Presence to be collected.

Feature Enhancements

PBI	Description
83191	Dialogue Studio - InDialogue node does not work for agents on DCI / outbound call InDialogue node in DS is now working properly for DCI and outbound intercepted. Fixed that the InDialogue agent end node is always outputting the agent Uri no matter what the session type is.
89257	Implemented Adaptation Model and upgrade STT Google library Model adaptation is a feature available on Google Speech-To-Text engine to get better results on single words or phrases that occur more frequent than anothers. A new PluginSetting has been added to specify a phrase set name (AdaptationModelPhraseSet). Also, to support this feature, the Google library for STT has been upgraded. As an addition, it is also possible to specify a regional endpoint through the plugin setting ApiEndpoint. Both must go under the Transcription scope.
90567	UCC start hangs on SpeechPluginmanager: In some cases the SpeechPluginManager (subcomponent) would prevent the UCC Service to startup properly. This is no longer the case.
89053	DCISkill outbound calls were recorded: DCISkill outbound calls are now not recorded if `UseOutboundAudioRecording` is set to false Previous Configuration: The `UseAudioRecording` setting was initially utilized to enable recording for Outbound DCI Dialogues. This configuration was in place despite the setting’s description indicating it was for inbound dialogue recording. New Requirement: To record DCI Dialogues, you must now enable the `UseOutboundAudioRecording` setting. Please be aware that activating this setting will also initiate the 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. feature, allowing you to intercept and record outbound Microsoft Teams dialogues to phone numbers.
89529	The subject is now also changed by chained pre-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. For WebChat with Chained Adaptive cards the subject of the webchat is now displayed of this is configured. Just as a single adaptive card would do.
85823	SignalR connections used by Chained Adaptive Cards are now set up properly SignalR connections are now set up properly so events will not be missed for pre-dialogue chained adaptive cards and when using Dialogue Studio.
89194	Power BI Template business hour display enhancement: The “Outside Business Hours” metric in the UCC Report page was showing zeroes all the time, now it is showing correct values.
91342	Improved Contact search and display in WebAgent transfer scenarios: Intermittently, the endpoints did not pop-up during a contact transfer after searching for a contact to transfer the call. This has now been fixed.