Release Notes - Hotfix release DC2023.04b

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.

See: Preferences

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

This will now work better.

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

The attachment list was not visible. This is now fixed

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.

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.

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.

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.

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

Initialtalktime not correct after consult transfer.

InitialTalkTime is now set correctly when a consultative transfer completes

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.

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.

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.

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.

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.

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.

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.

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'.

WFM plugin for TeleOpti failed to update skills.

CRUD actions for skillnames now get processed correctly.