Dialogue Cloud

Release Notes - Hotfix release DC2023.04b

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 scripts (SharePoint template) 8.2.0.7  
Power BI template (for Power BI Desktop)

8.8.23482.01

(Minimum required version for this bundle) Learn More

Inflight Wallboard (desktop client) 6.5.7  
Snapper (desktop client)

8.7.4

(Minimum required version for this bundle) Learn More

+= updated in this bundle.

Feature Improvements

PBI Description
107840, 109811, 105699

Snapper can now be set up for auto answer of all calls Microsoft's "New" Teams client.

Microsoft has spent the last year introducing a "New" Teams client to completely replace the "Classic" Teams client by March 31st 2024. Anywhere365 has added support for enabling Auto-Answer of All calls into the New Teams client. The "New" client type must be selected in Snapper.

Learn More

107422, 108138, 108345, 108019

Update Client type dropdown naming to include New Teams client.

In order to support the New Teams client type (for Auto Answer toggle) the drop down menu in Snapper settings and in the install wizard for new installation now includes the client type "New Teams" and "New Teams Direct Routing".

Learn More

Feature Enhancements

PBI Description
108015,
108052

WebChat did not work on customer website because it failed to retrieve the correct language file.

This will now work better.

95844

When uploading an attachment in the webchat, now visible again in the WebAgent.

The attachment list was not visible. This is now fixed

106134

A SkillTransfer negatively impacted the CallControls buttons for the agent who picked up the transfer.

On-Hold and Transfer Button were not shown to the second Agent. This has now been fixed.

105427

EmailDialogueProvider Fix for interpreting html in unformatted emails.

From some e-mail platforms or smartphones an e-mail can contain unformatted text. If this text contains html formatted components (for example containing the sender's email address) the e-mail cannot be processed properly or the reply to sender cannot be recognised. This is now greatly enhanced.

105466,
109032,
107440

EmailDialogueProvider handles failure of too large attachments with warning attachment.

When attachments to e-mail too large for processing in database (causing time-outs and stops processing of consecutive messages) are sent by customer, the attachment get's neglected and replaced with a empty attachment file called "Attachment too large.txt". Following messages wil now be processed.

104818,
104619

UCC Service Restart issues have now been fixed.

Previously, some specific outbound settings could cause the UCC to fail to start. This issue occurred because the settings were automatically modified during startup, resulting in an incorrect state. With this defect fix, the UCC will now start up correctly and the settings will no longer cause any issues.

104081,
104137,
105778

Sometimes an agent was stopped from being hunted for unclear reason.

Recognition of SipUri's as wrapped telephone numbers tightened. When constructing a SipUri object from a sip: URI string, there are several chances to set its IsPhone property to true. When a sip: URI is found with something claiming to be an actual phone number in it, require that that is either 'anonymous' or looks like a well-formed phone number. Previously, any string was allowed, but false positives were encountered in the wild, prompting stricter inspection.

This change was preventing Agent hunts (with UseImpersonation: TRUE), as sometimes the incoming 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. number was slightly malformed:

For example:

  • Works: sip:+86123456789
  • Fails: sip:+860123456789
102465

Initialtalktime not correct after consult transfer.

InitialTalkTime is now set correctly when a consultative transfer completes

106271,
106660

Fix discharge and stuck reservation on agent after double skill transfer.

When a call was Skill transferred twice by the same agent, the agent would not get wrap-up and his reservation would persist until the AgentReservationManager releases the reservation after the call had ended. This is no longer the case.

106417,
104056

DashboardService - Only set a default MSMQ queue when there are no other explicit settings.

In case of a misconfigured Snapper, the Dashboard service can spam the default MSMQ for all services on a host. In case of multi-tenant setups, it can lead to a potential security flaw. With this change, the default queue won't be created/used in case there are already specific queues configured.

104822,
103280

Fixed outbound intercepted transfer to other UCC endpoint.

When an outbound intercepted call is transferred to a side instep endpoint, the original callee was called back. This is no longer the case.

101879,
80168

Included 5 second delay to disconnect Agent A during direct transfer.

Enhanced behavior when multiple transfer signals (button presses, refreshes, api etc.) to same or different destinations were sent should now result in only the main transfer to be processed.

94673

Graph Presence re-authentication mechanism now more resilient.

The re-authentication mechanism for the Presence provider has been improved to allow for more settings changes on the Presence account if performed on customer side. This will now allow for uninterrupted re-authentication and continuity of the Presence Provider.

101833

Call stuck in transfer state after failed transfer.

In some rare cases failed transfer could not resume that call by agents. Transfer mechanisms have now been made more resilient.

111030, 111176

Dialogue Studio login and connectivity enhancements.

Random Login and connectivity issues to Dialogue Studio have now been reduced by better handling events previously causing 50x errors.

107732

DashboardService Queue API has wrong 'AgentsOnCall' value after completed calls.

After a call had ended the API will now populate the correct value in the JSON response for the key 'AgentsOnCall'.

108673

WFM plugin for TeleOpti failed to update skills.

CRUD actions for skillnames now get processed correctly.

105575, 107530, 106853

DialogueStudio - Crash when client is not connected when checking version.

Prevented DS from crashing when not in connected state and checking version. Anywhere365/BrowserConnected now checks for Connected State.