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.
Tip
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 scripts (SharePoint template) | 8.2.0.7 | |
Power BI template (for Power BI Desktop) |
8.8.23482.01 |
(Minimum required version for this bundle) |
Inflight Wallboard (desktop client) | 6.5.7 | |
Snapper (desktop client) |
8.7.4 |
(Minimum required version for this bundle) |
+= updated in this bundle. |
Special mention-related settings changes
Translation Settings Relocation
We have streamlined the translation service by integrating it directly into the 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. Service and extending it with Microsoft AI Translation. As a result, the translation settings have been moved from the Plugin Settings to the UCC Settings. This change eliminates the need for a specific plugin to load the translation service.
For more details, please refer to How to configure UCC Translation
New Features
PBI | Description |
---|---|
93089 |
Customizable Wrap-Up Time Increase Interval for WebAgent. A supervisor (or UCC 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. |
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. |
104370 |
Support for Microsoft Translation Service The translation service now supports the Microsoft Translation Service, in addition to the existing Google Translate functionality. Furthermore, it no longer relies on plugins to be loaded via the Plugins Settings. Instead, it can now fully integrate within the UCC Service. This change requires new settings to be configured. For more details, see: How to configure UCC 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. |
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. - UseInboundAudioRecording = Will now only enable recording of inbound direct calls to an agent but requires inbound-interception to be enabled separately. - UseOutboundAudioRecording = Will now only enable recording of outbound direct calls for the following 3 scenario's:
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:
|
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 'like' 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. |