Release Notes Core 6.7

V 6.7.28

13 August 2020

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

• When using WebAgent:

  Note Always also check the WebAgent client dependencies, Learn More

  • WebAgent Service v 1.11

  • Dialogue Manager v 1.5.0

 

Feature improved behavior

• (Enhancement 31116) Enhanced Mark call recording scenarios

• (Enhancement 29078) Setting AutoStartOutboundAudioRecording = false does disable audio recording for DCI calls

• (Enhancement 32497) Prevent duplicate add handlers when casing is different for the same msmq

• (Enhancement 30820) Enhanced scenario cleaning up calls on the Wallboard or in the Snapper

• (Enhancement 32582) In vary rare occasions a UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. would log ERROR System.NullReferenceException during startup in SubscribeNewCalls. This was harmless but is now no longer the case.

• (Enhancement 32974) Enhanced Serialization SkillEscapeMaxQueueSize

• (Enhancement 32988) Enhanced scenario selecting a Forward Skill as action for the Message Overflow would not actually forward the Caller.

• (Enhancement 29357) OnHoldMusic would not be started when a call was created using the DirectDialer.

• (Enhancement 33425) When Hunting fails for unknown reasons, the Hunter would start hunting as fast as possible, using up all system resources. This process is now throttled by the HuntThrottlingManager when hunts are failing quickly.

 

V 6.7.23

24 June 2020

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

• When using WebAgent:

  Note Always also check the WebAgent client dependencies, Learn More

  • WebAgent Service v 1.11

  • Dialogue Manager v 1.5.0

 

Feature improved behavior

• (Feature 19066) Added setting EnableVoiceMailDialerOutsideBusinessHours that can be used to configure the VoiceMailDialer to process Voicemails within business hours only, or 24/7 (default = true)

• (Feature 30027) Check license before utilizing it, failing for the check means the existing license will remain

 

V 6.7.21

19 May 2020

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

• When using WebAgent:

  Note Always also check the WebAgent client dependencies, Learn More

  • WebAgent Service v 1.11

  • Dialogue Manager v 1.5.0

 

Feature improved behavior

• (Feature 28251) The AttendantService commands CancelWrapUp, IncreaseWrapUpTime, and GetWrapUpTime will now operate on the WrapUp at UCCService level, instead of at UCC level. This means Agents no longer have to select a specific UCC to modify their discharge.

 

Feature Internal Enhancement

• (Enhancement 29669) (Web) Wallboard would not count the calls waiting for a Skill when the Skill was selected through a Plugin (so if a Plugin did all the routing, this would remain 0).

 

V 6.7.20

21 April 2020

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

• When using WebAgent:

  Note Always also check the WebAgent client dependencies, Learn More

  • WebAgent Service v 1.11

  • Dialogue Manager v 1.5.0

 

Changes

Install Script

• (Feature 28302) Check "Log On As A Service" rights for service account during InstallUcc script

• (Feature 27933) Plugins part of install package

 

Feature Internal Enhancement

General

• (Enhancement 28067) After changing the Name of a Skill in SharePoint Plugins would receive the Skill twice from the PluginFramework: once with the old name and once with the new name.

• (Enhancement 27853) Enhanced SharePoint connected counter with app-id/secret

• (Enhancement 28524) Updates to a Skill's Service Level Agreement Goal in Seconds in SharePoint would not propagate to the UCC without a cache restart.

• (Enhancement 28434) When a Plugin and the Core both required a SharePoint list for their settings, but the Plugin required different columns than the Core, those non-overlapping columns would not be retrieved.

• (Enhancement 28376) QueuedCallbacks could get stuck and cause high memory usage when the corresponding Skype Conversation was terminated (for example, by a Front-End restart). When this happens the QueuedCallbackThe QueuedCallBack feature enables the customer to leave his / her number while waiting in the queue in order to get called back by an available contact center agent. is terminated and converted to a regular CallbackThe CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours.

• (Enhancement 26786) When a SideInstep was configured with a Question that had a Skill, no Question, and no Answer configured, and AudioRecording was enabled, and Corporate license, the UCC would direct to the WelcomeIVR and log a license warning.

• (Enhancement 28237) The CDR database would sometimes not contain the details for CustomSessions created for a given UCC right after startup of that UCC.

 

Dashboard Service

• (Enhancement 29201) CompleteUccStatistics (introduced in 6.7.0) would be received by, but not forwarded to connected clients the DashboardService.

 

Install Script

• (Enhancement 28420) Plugin directory created when it was not before and feedback when plugin config location is changed

• (Enhancement 27886) UpdateUCC.ps1 and detection if Microsoft Visual C++ 2015-2019 installed on the server

 

V 6.7.16

17 February 2020

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

• When using WebAgent:

  Note Always also check the WebAgent client dependencies, Learn More

  • WebAgent Service v 1.11

  • Dialogue Manager v 1.5.0

 

Feature Internal Enhancement

• (Enhancement 24413) Agents with Presence Away would still be hunted for TextHandling, because hunts for TextHandling would consider the MobileDeviceHuntPresence setting (set to Away by default) even though the Agent was not logged on Mobile.

• (Enhancement 27476) Enhanced warm transfer if same internal endpoint is used.

• (Enhancement 27030) Removing a Skill without removing the corresponding Skills Per Agent first would lead to an error in the log.

• (Enhancement 26617) When an Agent accepted an Outbound Dialer call but immediately disconnects the Call, this would mark the Outbound Dialer Call with status Unknown instead of AgentHungUpBeforeCustomerAnswered

 

V 6.7.15

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

• When using WebAgent:

  Note Always also check the WebAgent client dependencies, Learn More

  • (new) WebAgent Service v 1.11

  • (new) Dialogue Manager v 1.5.0

 

3 February 2020

Feature Internal Enhancement

• (Enhancement 27096) A Supervisor would not receive updates on Agent specific statistics (other than their own) in the Advanced Statistics Tab of the Snapper. Now they do.

• (Enhancement 27151) Audio would not be audible after an Inbound Intercepted Call Session was transferred into, and the Agent for which the Call was Intercepted had Call Forwarding enabled.

• (Enhancement 27026) Clear message when not endpoint have been configured.

• (Enhancement 27133) Consultative Transfers to Inbound Intercepted Call Sessions would be declined by the UCC: "AudioSessionTransferVerifier-Verify Declining transfer. The state of the session to transfer to is not Negotiated. Actual state:NonNegotiable".

• (Enhancement 26941) UCC hunts went to Agent's Voicemail in some scenario's, this is no longer the case.

• (Enhancement 27040) [Install scripts] CreateWebService function in scripts is not dynamic

• (Enhancement 26854) [Install Scripts] SfBSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. 2019 DVD not recognized during installation

 

V 6.7.14

15 January 2020

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

 

Changed

• (Feature 26467) Add option ServiceLevelEventLogging that can be used to troubleshoot Advanced Statistics

 

Feature Internal Enhancement

• (Enhancement 26825) Enhanced scenario when a Consultative Transfer was started to an Inbound Intercepted Session while the Inbound Intercepted Session was not yet established to the Agent. This is now fixed.

• (Enhancement 26470) Removed "ShowOnWallboard" setting from Advanced Statistics Plugin

• (Enhancement 26765) When changing an Informal AgentWhen you create an 'Informal Agent' in the agent list, then this agent will be part of the agent circle as soon as he signs in to his Skype for Business or Teams client. In contrast, by marking the checkbox 'Formal' upon creating a new agent, the agent first has to actively sign in to the UCC to be available for call distribution. to Formal, the Dashboard would be notified that the Agent is no longer active, but the Agent would not be marked as formal in the message. This is now fixed.

• (Enhancement 26702) Only log "Unable to remove PreReservation." when it really fails.

• (Enhancement 26459) Error in UCC logs when Welcome Recording is deleted

• (Enhancement 26553) Large CompleteStatisticsForSipUri commands not stalling MSMQ anymore

• (Enhancement 26432) Not all MSMQ writers honored UseCallDetailRecording setting

• (Enhancement 24265) Disable impersonation when to and from domain are not the same

• (Enhancement 22129) Disallow transfers to sessions which are not Negotiated

• (Enhancement 25501) Extension window. Conference tab not showing correct Display Names

• (Enhancement 24260) Enhanced fileupload to subfolder on sharepoint online

• (Enhancement 24165) Recording location reported twice when using UNC path.

• (Enhancement 24798) Take command not working for formal agentA Formal Agent is able to sign in and sign out of the UCC. This can be achieved when the Agent sends a start or stop command to the Skype for Business client of the UCC. when signed out

• (Enhancement 24143) Enhanced writing to database, when Recording copied to UNC path

• (Enhancement 26264) [Install Scripts] Enhanced installing TTS

• (Enhancement 26329) [Install Scripts] Enhanced install correct Core version

• (Enhancement 26257) [Install Scripts] Enhanced Update script run KPI creator

 

V 6.7.11

29 November 2019

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

 

Feature Internal Enhancement

• (Enhancement 25975) Calls for EscapeSkills would sometimes still escape even though the Call was already accepted by an Agent. This is no longer the case.

• (Enhancement 25102) Send supervisor events to supervisor uri when PhoneUri is used

• (Enhancement 25654) Plugins will now receive their requested SharePoint Setting Lists, even if some of the Lists they request do not yet exist on SharePoint. When the Lists are added to SharePoint after the UCC is started they will be auto discovered.

• (Enhancement 25708) Taking TextHandling Sessions that were not the oldest session in the Queue did not work. Now it does.

• (Enhancement 25561) TextToSpeechPromptDTO was not working with unsuccessful prompt result

• (Enhancement 25723) Enhanced Warm transfer via Teams after update to core 6.7.8

• (Enhancement 25523) Enhanced scenario when extending Discharge with a very large value and then updating the Settings.

 

V 6.7.8

13 November 2019

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

 

Changed

• (Feature 18064) The UCC no longer requires access to the master database if the database already exists.

• (Feature 25105) Stored procedure performance improvements

• (Feature 24991) Presence Provider is able to deal with more subscriptions.

 

Feature Internal Enhancement

• (Enhancement 25310) By adding child logger capabilities, there is less change of logging mixups.

• (Enhancement 24606) Advanced Statistics would not reset daily anymore if an exception happened during the daily reset

 

V 6.7.4

22 October 2019

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

 

Feature Internal Enhancement

• (Enhancement 23189) Sometimes the campaign-dialer ignored the agent reservation system. This only happened for agents which were registered in multiple UCC's.

• (Enhancement 21821) When ReservationPointSystem was misconfigured it would spam the log with errors. This is now throttled to a message every 30 seconds per UCC.

• (Enhancement 24638) When a teams client, puts a call on hold (via federationWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC., and with UseImpersonation = true), teams will send a transfer to itself after the (a=inactive) is send.

• (Enhancement 24292) Real-time Statistics would sometimes be calculated incorrectly when a Dialogue remained in Quality Monitor longer than the handling Agent remained in Discharge.

 

V 6.7.2

08 October 2019

Connected Product Dependencies

• Dialogue Intelligence SSRS Report v 6.0.18235.01

• Universal Timeline Service v 6.3.2

 

Changed

• (Feature 19591) Escapable skill based on the amount of calls currently in queue, Learn More

  Note SharePoint TemplateSharePoint templates help you manage the settings of each UCC individually, as each UCC is organized via an own SharePoint site. The template is available on several platforms, such as SharePoint Server, Azure Server, and Office 365 SharePoint. 6.3 required

• (Feature 16029) Add OriginatingCorrelationId to PersistantStorage manager for CampaignDialerCalls

  Note SharePoint Template 6.3 required

• (Feature 17921) DisableCallForwarding is now changes from True/False to an enum (All/Agent/Customer/None)

  Where True equals to All and False equals to None (for backwards compatibility)

  Note SharePoint Template 6.3 required

• (Feature 18151) Added Recording control via AttendantService, Learn More

• (Feature 16470) Supervisor features in InDialogue Bot for Microsoft Teams are now supported in UCC.

 

Feature Internal Enhancement

• (Enhancement 24216) Enhanced UCMAMicrosoft Unified Communications Managed API (UCMA) is used primarily to build middle-tier applications that work with the Skype for Business Server. to terminate endpoints correctly

• (Enhancement 24490) Enhanced restarting with 6.3 UCC Config Template

• (Enhancement 21311) Enhanced Agent Presence SubscriptionState field in SharePoint

• (Enhancement 22615) Always respect “AlwaysOn” settings configured for Chat endpoints when publishing presence

• (Enhancement 20224) Enhanced Audio files for Qualitymonitoring

• (Enhancement 20268) Enhanced Campaigndialer reading date and day fields

• (Enhancement 18795) Enhanced CDR HuntLog data with “AcceptedByOtherEndpoint” event.

• (Enhancement 22075) Enhanced UseTeamsHunter

• (Enhancement 22088) Enhanced indexes check in the logs files

• (Enhancement 21272) Enhanced InterceptorThe Interceptor is a service installed on the Skype for Business Front End(s). It monitors all the calls passing over it. When a call is going to or coming from an Agent it will come into action. By intercepting that call and redirecting it to Anywhere365, it lets you manage the direct inbound and outbound dialogues of the contact center agents. Enabled license check, for Corporate or lower

• (Enhancement 22381) Outbound Dialer Start and End Date would be loaded in UTC time instead of the UCC Timezone. This would sometimes cause the Outbound Dialer to start calling on the wrong dates. This is no longer the case.

• (Enhancement 20225) Enhanced Qualitymonitoring cache folder

• (Enhancement 22811) When a Prompt Plugin requested a PreferredHunt with Fallback to Forward Skill, the Agent would not be hunted, and the Forward would not be executed. This is no longer the case.

• (Enhancement 21325) When a Queued Call back got scheduled it got the state Incoming on Wallboard, instead of state Waiting for a specific Skill.

• (Enhancement 20751) When an Agent issues a recording command such as "rec start", he will now receive feedback on whether the recorder was successfully started. Also improved the logging.

• (Enhancement 20747) When an agents accepts the call and the request for statistics is not finished, do not wait for it, but immediately establish contextchannel.