Dialogue Cloud

Release Notes - Feature release DC2024.01

Announcement

DC2024.01 has been made available in a Phased Roll-out to selected customers from April 2nd, 2024, with an expected General Availability (GA) no sooner then April 14th, 2024.

Update 11-04-2024: This Bundle will not be made available as GA due to several identified issues. Solutions have been addressed in the first upcoming hotfix DC2024.01a.

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.

New Features

PBI Description
93089

Customizable Wrap-Up Time Increase Interval for WebAgent.

A supervisor (or 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. administrator) can now add a new setting (DischargeDurationInterval)to the UCC settings list to define the time increase interval (previously fixed at 10 seconds).

81478, 99902

Set Teams Presence to Busy when in Wrap-Up.

When and agent is in Wrap-up (Discharge) state, the Teams Presence will now also be changed to Busy to reflect to Teams (other Teams users) or other (UCC) services connected to Teams that the agent is in this special activity state. A prerequisite is that the Graph Presence Publisher is enabled.

See: Microsoft Graph Presence Publisher (Set) Configuration

83501, 99745, 101609, 101871, 101872, 101874, 101875

Provide audio indication to agent when supervisor joins/leaves the call.

When a supervisor joins or leaves a call with an agent an audio tone is played to the agent to indicate that a new participant (i.e. supervisor) is joining or leaving the call.

For more information, see: Supervisor Role

89357

Use Microsoft Cognitive Services as a transcription engine.

Now also Microsoft Azure Cognitive Services can be used for transcription of speech audio. The Speech-To-Text (STT) API from your Microsoft Azure tenant A dedicated and trusted instance of Azure AD. The tenant is automatically created when your organization signs up for a Microsoft cloud service subscription, such as Microsoft 365. An Azure tenant represents a single organization. [Taken from Microsoft Docs] (paid subscription) can be leveraged for speech recognition, converting it to a text file which can subsequently be carried over by Dialogue Studio into a CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. system, database or other application for further processing.

See: How to configure UCC Transcription

Note

Not yet available in Dialogue Cloud. Expected in DC2024.02

94006, 104370, 106193, 104965, 103214, 104285

WebChat "Live" Translation between Customer and Agent.

In a webchat conversation the customer and the agent can now both be writing in their own preferred language. A text translation service/API (Google or Microsoft, paid subscription in customers respective Google or Azure tenant) can now be leveraged to translate the text in both directions in near realtime to present it in translated form to the other party.

See: WebChat Live Translation

99117, 104795, 99101

Webchat with Deepdesk Formerly known as Anywhere365 Aviator is now able to send images from "Search" results.

An Agent now has the capability to send images that came up in their search results. This will enable agents to share images with customers quickly and effortlessly.

98525, 107713

WFM plugin for TeleOpti now also available on Dialogue Cloud.

The WFM (Work Force Management) plugin can now also be enabled and linked to TeleOpti (by Calabrio) platform.

See: Install Workforce Management

95525, 102383, 106251, 102389, 103113, 105606,106667, 107310, 100249, 100433, 99222

Keyboard navigation & screen reader preparation has been added to Webagent.

Webagent layout has now been enhanced to allow for better Keyboard navigation and preparations have been made to allow screenreader(s) to navigate through Webagent menus.

105807

Changed and new Recording and Interception settings.

3 existing settings have been given new behavior, and 2 new settings have been introduced to better reflect the name of all the settings, and to allow more granular behavior.

Existing but changed settings:

- UseAudioRecording = Will now only enable recording of established inbound calls to a UCC endpoint.
Previously this setting used to also enable recording of inbound and outbound intercepted calls to an agent if interception was enabled.

- UseInboundAudioRecording = Will now only enable recording of inbound direct calls to an agent but requires inbound-interception to be enabled separately.
Previously this setting used to enable inbound-interception and would only record calls if UseAudioRecording was also enabled.

- UseOutboundAudioRecording = Will now only enable recording of outbound direct calls for the following 3 scenario's:

  1. when an agent uses the DCI Dialpad in WebAgent or Snapper (requires the setting UseOutboundCalling to be enabled separately, which in turn was the replacement for DCISkill),

  2. when an agent uses the native dialpad or contactlist of Teams client (requires EnableOutboundInterception to be enabled separately)

  3. any outbound call made by a campaigndialer or autonomousdialer.

Previously this setting used to enable outbound-interception only, using native Teams client and would only record calls if UseAudioRecording was also enabled.

New settings:

  • EnableInboundInterception = Will enable Inbound-Interception (through a UCC) of direct calls to an agent.
  • EnableOutboundInterception = Will enable Outbound-Interception (through a UCC) of calls by an agent made from the native dialpad of the Teams client.

Important

The graphical dashboard on the top of the UCC SharePoint main management page will not always reflect the correct behavior (i.e. recording active or not) as no new Ucc.Creator is available to interpret these new settings in the SharePoint dashboard.

Feature Improvements

PBI Description
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.

102548, 105477, 105572

UCC's will now resubscribe for presence when mis-typed Teams UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). is corrected.

When an agent that is already an agent in another UCC on the same service, gets added to a second UCC but there is a typo in the Teams UPN which gets corrected, this resulted in a presence error for all UCC's that agent is in. This now gets resubscribed on-the-go without requiring re-adding all affected agent references or a service restart without cache.

89580, 99062, 95178, 108181, 107463, 107579

Incremental retries for 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. of Events for expired UCC credentials [ SQL & SharePoint] to improve stability.

When throttling events occur due to temporary loss or expired/withdrawn authentication credentials to either SQL or SharePoint, connection retries will occur at ever increasing intervals to prevent over-exhaustion of the same event on internal systems. This will improve stability and maintenance of backend systems.

99961, 103773

Native Teams WebAgent as an App now has working "Support" hyperlink.

When using WebAgent as an App within the Teams client, the native Teams "Support" hyperlink in the App properties view (next to "Terms Of Use" and "Privacy policy") in the App now directs to the Anywhere365 support website.

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 settings.

See: Preferences

107422, 108138, 108345, 108019

Update Client type dropdown naming in Snapper 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".

See: New Teams

86761

Dialogue Studio underlying platform updated to version 3.1

The platform underlying our Dialogue Studio (Node Red V3) has been updated to a stable version 3.1.5.

Feature Enhancements

PBI Description
106271

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.

101833, 102107, 102413, 102522, 102523, 102586, 102826, 104605, 106964

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.

101879

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.

104822

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.

106417

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.

102465

Initialtalktime not correct after consult transfer.

InitialTalkTime is now set correctly when a consultative transfer completes

103749

Outbound intercepted calls with hunter type = SfbHunter uses impersonation again.

Outbound calls can now call on behalf of the ucc endpoint again if the hunting type SfBHunter was set (contrary to the more prolific setting UseTeamsHunter).

105778, 105779, 105917, 105918, 106150, 104137, 104448

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.

104576, 106406

DTMF timeout from Dialogue Studio no longer generates error in UCC log.

Read input from DTMF with (user defined) timeout reached should not result in an error in the Core UCC logs. This has now been fixed.

87122

Show offline presence in WebChat when UCC is offline.

The WebChat client on customer side will now show as offline if the UCC service behind it is stopped and can therefore not process any messages.

105384, 105439

WhatsApp for Vonage and CM to support multiple Number across different UCC's

Previously the WhatsApp messaging connector to Vonage and to CM supported only one phone number to be recognized and processed by a service/customer. Now if multiple phone number entry points for messaging are configured on Vonage or CM their can each be linked to their own UCC. This way multiple WhatsApp text message communication channels can be enabled.

UPDATE 02-07-2024:

This feature currently only works in the Dialogue Provider for Vonage, not the Dialogue Provider for CM.

95247, 95439

Scrolling through a long list of UCC's in WebAgent now possible again.

When a long list of UCC's (more than 5) is shown in the MePerson drop down menu of an agent and the menu got expanded with the , scrolling through this list is now possible again

102656, 103103, 103109

Webagent in Teams - Buttons are missing if the window is made too small.

Not all buttons for navigating in the WebAgent were visible when the window was made too small. This was especially noticeable in the when running WebAgent inside the Teams client (or even the mobile Teams client). This has now been optimized.

101150, 103803

Missed/Incoming/Outgoing calls sometimes showing all calls.

When switching between views in the CallHistory of WebAgent, sometimes all calls were shown instead of the view category seleted. This is no longer the case.

95933, 95956

Missing new mail indicators on several places in WebAgent.

A new mail indicator (red orb/dot) has been added in several more places (on the favicon of browser tab, the left hand WebAgent menu and personal queue tab).

100928, 102659

Send button no longer greyed out.

If the response of an agent was only one character then the send button remained greyed out during active webchat session. This is no longer the case.

96953, 99576

Send button behavior enhancement.

Send button remains disabled when pasting a text on text editor of a chat conversation

97595, 98036

Add CRM details to Personal queue in WebAgent.

The identity (e.g. name or company) details of a customer collected from CRM are now shown in the personal queue window in WebAgent.