5.0 Updates
5.0.11 Cumulative Update (H1 2022)
The 5.0.11 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Added a toast notification if escalating an IM to an AV call fails. (Work item 35551)
- Corrected an issue that caused a Set Language node to terminate unexpectedly. (Work Item 37784)
- Fixed an issue with the IM Prompts page to correctly display the configured prompts. (Work Item 38583)
- Corrected an issue that alerted an agent their call is being Silent Joined. (Work Item 38882)
- Fixed an issue that removed the original agent if a supervisor took over the call after a Silent Join. (Work Item 46324)
- Fixed an issue that caused an incorrect wait time to be displayed on the transfer card when performing a Queue Transfer. (Work Item 47111)
- Corrected an issue where no After Call time was provided following a DOD call. (Work Item 47259)
- Fixed an issue that caused the DOD search to become stuck if an incoming call is answered. (Work Item 47260)
- Corrected an issue with the After Call timer that caused the time to skip. (Work Item 47288)
- Corrected the toast notification displayed for a callback session. (Work Item 47291)
- Fixed an issue that caused an agent to receive a RONA if a callback is requested while the session is being offered to them. (Work Item 47292)
- Resolved an issue that prevented a supervisor from transferring a call after a Silent/Whisper join. (Work Item 47385)
- Corrected an issue with the Agent Data report that switched Answered Session and Started AV Calls. (Work Item 47296)
- General improvements have been made to the Clarity Connect product. (Work Items 47334, 47295)
5.0.10 Cumulative Update (Q2 2021)
The 5.0.10 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- A link to the Clarity Connect online help page has been added to the Admin Console. Access to Help Page Added to Admin Console (Work item 35350)
- Updated the way dates are formatted to match European standards based on the selected Time Zone. Display Agent History Lookup Result Dates in UK Format (Work Item 46342)
- Corrected the way some data is added to the database for more accurate reporting. (Work Items 33538, 33539, 33824, 33826, 33830, 33900)
- Ensured that all agents who participate in a call are displayed in the Additional Agents column of Reports. (Work Item 33795)
- Corrected an issue that caused Consults and Invites to be added to offered session counts. (Work Item 34044)
- Corrected an issue that caused an incorrect count of transfer requests. (Work Item 34048)
- Fixed an issue that recorded after call time for two agents on a single call. (Work Item 34052)
- Fixed an issue that caused a talk time discrepancy in the database. (Work Item 34054)
- Corrected an issue where transfers to contacts were not being properly counted. (Work Item 34219)
- Fixed an issue where applying the Group filter to a report caused Teams to display incorrectly. (Work Item 35397)
- Fixed the Select option on the Bulk Edit page so that it selects from all pages. Agent Bulk Edit "Select" Checkbox Does Not Select From All Pages (Work Item 35485)
- Fixed an issue where unassigned Dashboard Templates would not display for an Administrator. Unassigned Dashboard Templates are not Displaying (Work Item 35535)
- Fixed an issue that prevented the session ID from being recoded when using MSDynamics integration. (Work Item 35573)
- Corrected an issue where an agent clicking the IM session invitation after the offer time expires is connected to the session. (Work Item 37767)
- Corrected an issue that caused a mismatch between metrics found in the Database and options for the Dashboard template. (Work Item 38925)
- Fixed an issue that prevented a supervisor from Whisper Joining a call immediately following a Silent Join. (Work Item 41299)
- Corrected an issue that allowed a supervisor to edit notes while Whisper Joining a session. (Work Item 41362)
- Corrected an issue that prevented a Direct PSTN call from routing to an agent’s voicemail. (Work Item 43093)
- Fixed an issue where a supervisors status did not change to In IM Call when they Silent or Whisper Join an IM session. (Work Item 43937)
- Corrected an issue that caused a transfer to a consulted agent to fail for an IM session escalated to voice. (Work Item 43967)
- Corrected an issue that caused a RONA status to become Unavailable if the Agent Finder service is restarted. (Work Item 44196)
- Corrected the error message displayed when saving empty values for an Advanced Setting. (Work Item 44294)
- Corrected an issue that causes a call to end if an escalation to voice is declined. (Work Item 45470)
- Fixed an issue where the Eject button disappears from a consult if a supervisor Whisper Joins. (Work Item 45488)
- Corrected an issue where a Direct Outbound call made from the Skype for Business client results in an incoming call toast notification on the agent’s Dashboard. (Work Item 45575)
- Corrected an issue that caused the Call Duration time to display incorrectly following a Direct Outbound call. (Work Item 45576)
- Corrected an issue that prevented an agent from using manual after call following a Direct Outbound call. Agent Cannot Activate Manual After Call Following a DOD Call (Work Item 45578)
- Fixed an issue where after clearing an IM session from the Agent Rescue page the agent is stuck in an In IM Call status. (Work Item 45618)
- Corrected an issue that caused sessions to end when they are cleared from the Agent Rescue page. (Work Item 45620)
- Corrected an issue where the Direct Inbound ring tone was not playing from the beginning. (Work Item 46263)
- Fixed an issue that caused the agent’s status to show Available when they set their Skype presence to Busy. Presence/Status mismatch between Skype for Business Client compared with Clarity Connect for Agent Experience 3 (Work Item 46307)
- Fixed an issue where chat transcripts were not being deleted according to the configured time frame. (Work Item 46341)
- Corrected an issue that caused a Service Connection Error if the SMTP server is unreachable. An unreachable SMTP Server Causes Service Connection Errors on the Dashboard (Work Item 46383)
- Fixed an issue where the Mute button was not working on Direct Outbound calls. (Wok Item 46561)
- Corrected an issue that caused a Direct Outbound session to be created when an IM session is escalated to voice. (Work Item 46562)
- Corrected an issue that caused a Direct Outbound call to be created when a supervisor Silent or Whisper Joins a session. (Work Item 46563)
- Corrected an issue that prevented consultation to contacts whose phone number is entered using periods as separators (xxx.xxx.xxxx). Unable to Consult Contacts Whose Phone Number is Formatted Using Periods (Work Item 46592)
- Corrected an issue that caused the Session ID to be incorrectly logged as a SIP address. (Work Item 46666)
- Fixed an issue that caused Escalated IM sessions to disconnect if they are re-enqueued. (Work Item 46695)
- Corrected an issue that prevented Federated customers from answering calls via the Dashboard. Federated Customers are Unable to Answer Calls via the Dashboard and Receive a RONA (Work Item 46697)
- Corrected an issue that prevented callbacks being placed to the original caller. Customer is Not Receiving Their Callback (Work Item 46710)
- Corrected an issue that caused calls transferred out of the Call Flow to fail. (Work Item 46750)
- Fixed an issue with Agent level reports that caused reports aggregated by the hour to return not data. Aggregating Reports by the Hour Returns No Data (Work Item 47097)
- Fixed an issue that caused the Agent Console to be stuck showing Connecting when a Direct Outbound call is placed. Dashboard Stuck on Connecting Screen When Placing a DOD call from SFB Client (Work Item 47113)
- Corrected an issue that caused the After Call timer to display the incorrect time. (Work Item 47258)
- General improvements have been made to the Clarity Connect product. (Work Items 33986, 34953, 35240, 35535, 38332, 38928, 43958, 45577, 45624, 45777, 45944, 45945, 46379, 46381, 46384, 46718, & 46778)
5.0.9 Cumulative Update (Q1 2021)
The 5.0.9 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Added support for Open Database Connectivity to the ExternalDataAccess Call Flow node. Support for ODBC Added to the External Data Access Call Flow Node (Work Item 28791)
- Added a History icon for Dashboard Templates. (Work Item 35520)
- Added additional Portal Service crash logging. (Work Item 37749)
- Optimized Agent Bulk Import queries to improve page load times. (Work Item 38497)
- Updated the Metrics service to improve SQL table fragmentation. (Work Item 40149)
- Updated the Web Gateway install package. (Work Item 41002)
- Added an option to expand the chat box window on the Dashboard. Expanding Chat Box Window on the Dashboard (Work Items 41695, 46325)
- Added support for TLS 1.2 in the Web Gateway database and application installer. (Work Item 42287)
- Removed the SSL 2.0 and 3.0 requirement for Web Gateway. Removed SSL 2.0 and 3.0 Requirement for Web Gateway (Work Item 42288)
- Updated the appearance of the Web Gateway Admin page. (Work Item 44333)
- Added a new Stored Procedure to check the maximum number of concurrent calls. {KB Link} (Work Item 45625)
- Corrected an issue that caused IM chat messages to display out of order in the Edge browser. (Work Item 42671)
- Corrected an issue that prevents the hold timer from displaying on an invited session. (Work Item 41293)
- Fixed the Agent Bulk Import so that skill templates are updated. (Work Item 41298)
- Corrected an issue that marked active IM sessions as abandoned. (Work Item 41301)
- Fixed an issue that prevented a customer from accepting a callback. (Work Item 41401)
- Updated the Advanced Settings values so that they are not case sensitive. (Work Item 41560)
- Fixed an issue with direct calls made from a Mac Skype for Business client are not being proxied. (Work Items 41621, 46270)
- Fixed an issue that caused the Dashboard timer to skip 2 – 4 seconds. Dashboard Call Timer Skipping 2-4 seconds (Work Item 42454)
- Updated the toast notification when consulting an unavailable agent. (Work Item 42820)
- Corrected an issue with voice prompts that caused them to play during a callback request. (Work Item 42843)
- Corrected an issue that prevented a session ID from being logged when an agent RONA’s. (Work Item 43646)
- Fixed an issue that causes Auto Answer to fail when two call notifications are received at the same time. (Work Item 43968)
- Corrected the toast notification an agent receives when being transferred a callback session. (Work Item 44224)
- Corrected a logging error in the Agent Finder when an agent changes their status in a federated environment. (Work Item 44852)
- Fixed an issue that makes the hold button unresponsive following a consult to queue followed by an invite. (Work Item 44943)
- Fixed an issue that causes transfers to an external contact’s phone number to fail. (Work Item 44944)
- Corrected a problem that changes an Agent’s status to Unavailable following a direct outbound call. (Work Item 45205)
- Corrected an issue where an agent can remain Unavailable following a direct outbound call. (Work Item 45218)
- Fixed an issue that causes an agent to become Unavailable if a call is abandoned while being offered. (Work Item 45462)
- Corrected a problem that causes agents to receive a RONA if they accept an IM session when a callback is being requested. (Work Item 45466)
- Updated Dispositions and Sub-dispositions so that they are displayed in alphabetical order. (Work Item 45573)
- Fixed the way long Dispositions and Sub-dispositions are displayed so that they are readable. (Work Item 45574)
- Fixed an issue that causes a call to continue ringing following a Rona when Federation is enabled. (Work Item 45609)
- Fixed an issue with the Anti Forgery key for accessing the HTTP service and Database from an External Data Access node. (Work Item 45822)
- Corrected an issue that caused the Portal and Agent Finder services to lose communication following a direct outbound or inbound call. Portal Service Loses Communication with the Agent Finder Service Following a Direct Call (Work Item 45961)
- Fixed an issue that prevents IM messages from being sent during direct outbound calls. (Work Item 46289)
- Fixed an issue that prevented the mute button from working during a direct outbound call. (Work Item 46290)
- Fixed an issue that places direct outbound calls from the Dashboard to a SIP address into a queued. (Work Item 46292)
- Fixed an issue that causes silent and whisper joins to fail for direct outbound calls. (46293)
- Fixed an issue that prevented a consult to an external contact’s phone number. (Work Item 46328)
- Fixed an issue that caused direct calls to fail if MS Dynamics integration is enabled. (Work Item 46343)
- General improvements have been made to the Clarity Connect product. (Work Items 38021, 40966, 41000, 45209, 45473, & 45487)
5.0.8 Cumulative Update (Q4 2020)
The 5.0.8 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Improved logging for proxied calls. (Work Item 41001)
- Logging added to track Call Note and Disposition changes. Improved Logging for Call Notes, Dispositions, and Call History (Work Item 41304)
- Reports are rebranded to adhere to current standards. (Work Item 41844)
- The Perficient logo has been added to the Dashboard. (Work Item 41845)
- The notifications on the Admin Console have been updated to match the latest branding standard. (Work Item 41846)
- The Session Card will no longer close if notes are being entered when the aftercall expires. (Work Item 42840)
- Improved handling of inactive agents by the Agent Finder service. (Work Item 42918)
- An Average Handle Time column was added to the CSI integration files. Change of ActiveAfterCallTime column to AverageHandleTime in CSI Integration (Work Item 43111)
- Updated the Connect Installation Manager to properly install common files for single component installations. (Work Item 43950, 44832)
- Corrected an issue that caused a duplicate entry in the Config table when applying the CU to a newly upgraded instance. Connect Services Will not Start due to Duplicate Entries in Config Table (Work Item 44956)
- Fixed an issue that caused a caller to be inaudible after being placed on hold and a second agent is invited to the call. Following an Invite to a Second Agent the Customer is Inaudible (Work Item 41297)
- Fixed an issue where a session will not be shown on the Active or All tabs on the Agent Console following a declined transfer. Sessions are not Visible Under the Active or All Tab (Work Item 42340)
- Fixed an issue that can cause Participant Unavailable notifications to stack up following a declined Transfer, Invite, or Consult. (Work Item 42453)
- Fixed an issue that can cause sessions to stack up on the dashboard when sessions are ended in the Skype Client. (Work Item 42676)
- Fixed an issue with the installer where some SQL scripts to failed to execute during an upgrade. During an Upgrade from 4.0 to 5.0 All SQL Scripts do not Run. (Work Item 43121)
- Fixed an issue that caused an MBU assignment to be removed when hiding a Dashboard Template. (Work Item 43349)
- Fixed an issue that causes a consulted agent’s session screen to remain open after leaving or being removed from the session. (Work Item 43362)
- Fixed an issue that causes the Agent Finder service to stop responding to web requests when routing to agents with invalid SIP addresses. The Agent Finder Stops Responding to Web Requests (Work Item 43364)
- Corrected an Oops error message that incorrectly stated that the issue was with a missing Dashboard Template. (Work Item 43419)
- Fixed an issue that causes abandoned sessions to remain in the call list on the Dashboard. (Work Item 43421)
- Fixed an issue that causes a server error when editing the Phone Hold Treatment page of a queue. (Work Item 43652)
- Fixed an issue that made the Review Reason Code page inaccessible. The Review Reason Code Page is not Accessible (Work Item 43951)
- Fixed an issue that allowed CSI ACD statistics to be uploaded with incomplete sessions. (Work Item 44185)
- Fixed an issue that prevents Azure AD enabled federated customers from updating their Status. Azure AD enabled Federated Customers are Unable to Update Status after Q3 2020 CU (Work Item 44280)
- Fixed an issue that causes the Agent Finder services to switch Active/Passive roles following a call. Agent Finder Service switches Active/Passive After Calls in Federated Environments (Work Item 44901)
- Fixed an issue that causes an agent’s status to incorrectly display as Unavailable on the Dashboard. (Work Item 44945)
- Fixed an issue that causes a call that is escalated to voice from IM to disconnect when transferred to another agent. (Work Item 45215)
- Fixed an issue that causes a consulted agent’s session screen to close when they are invited to full participation. (Work Item 45217)
- General improvements have been made to the Clarity Connect product. (Work Items 41848, 43363, & 43365)
5.0.7 Cumulative Update (Q3 2020)
The 5.0.7 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- An Auto-Answer feature for Queued calls has been added. Enable Auto-Answer Functionality (Work Item 40282)
- Added Spanish language to the Dashboard. Spanish Language Support on Dashboard (Work Item 40274)
- Rebranded the Admin Website and Dashboard to match Perficient’s branding. Rebranded Admin Website (Work Item 40275)
- Updated the IM RONA icon for better clarity. Updated IM RONA Notification (Work Item 40994)
- Improved RONA handling for IM sessions to prevent agents from receiving a RONA due to an infrastructure issue. (Work Item 41820)
- Updated the Session Data Report stored procedure for improved run time. (Work Item 42400)
- Ability to enable the auto-answer feature in an agent's profile or using Bulk Agent Edit. (Work Item 42919)
- Fixed an issue that caused an incorrect callback notification. (Work Item 42916)
- Fixed an issue that can cause the agent to hear two callers simultaneously. Agent Hearing Two Callers (Work Item 35532)
- Fixed an issue where the caller is not disconnected following an IM to AV escalation. An IM to AV Escalation Does not Disconnect from the Skype Client (Work Item 41289)
- Fixed an issue that caused the start and end times when scheduling a report to revert to the defaults of 12:00 am to 11:59 pm. Report Scheduler Time Reverts to the Default Value (Work Item 41702)
- Fixed an issue that prevented the call window from closing following a Consult/Transfer. (Work Item 41847)
- Fixed an issue where ringing continues to play in a direct call to a proxied agent that goes to voicemail. (Work Item 42299)
- Fixed an issue where infrastructure limitations caused DOD sessions to be marked as completed. (Work Item 42503)
- Fixed an issue that prevented a callback from routing to an available agent when the Presence Aware callback setting is set to true. Callbacks not Routing to Available Agents (Work Item 42811)
- Fixed an issue that prevented callbacks from being ended using the Clear Session button on the Agent Rescue page. (Work Item 42812)
- Fixed an issue that prevented a queued caller from being disconnected when the call is cleared from the agent Rescue page. (Work Item 42813)
- Fixed an issue with Callbacks where a caller's presence continues to be tracked in the Portal logs. (Work Item 42814)
- Fixed an issue that caused no ringing to be heard until an agent becomes available during a consultation to a queue. No Ringing Heard When Consulting a Queue (Work Item 42816)
- Fixed an issue where an agent setting their presence to any yellow status during aftercall resets to Available once the call has ended. Changing to a Yellow Status During Aftercall Resets to Available (Work Item 42817)
- Fixed an issue where, following a consult, the eject button becomes non-functional. (Work Item 42917)
- Fixed an issue where an agent setting their status to Busy during a call reverts to Available when the call ends. Presence Does Not Change to Selected Status When Call Ends (Work Item 42920)
- Fixed an issue that prevented an agent from setting or changing Dispositions once the aftercall period has expired. Cannot Set or Update Dispositions Once Aftercall Has Expired (Work Item 42953)
- Fixed an issue where an infrastructure issue prevented agents from changing their status. (Work Item 43123)
- Fixed an issue where customers setting their custom presence went to an unavailable status following a status change. (Work Item 43152)
- Fixed an issue that can cause the Session screen to freeze after answering an AV or IM session. (Work Item 43434)
- Fixed an issue where an agent in a Direct or Conference call shows their status as Busy. (Work Item 43475)
- Fixed an issue where an agent's status becomes stuck on RONA if they receive a second RONA. (Work Item 43476)
- Fixed an issue that can cause an agent to receive a RONA when answering an IM session if the caller initiates a callback. (Work Item 43648)
- Fixed an issue where the callback toast notification was incorrect for re-enqueued calls. (Work Item 43650)
- Fixed an issue that can cause an agent to receive an error message if a callback is requested as the agent accepts the session. (Work Item 43673)
- Fixed an issue that can cause an agent to be placed into an Unavailable status when hanging up after receiving a RONA. (Work Item 43674)
- Fixed an issue that can cause a callback to get stuck in the queue. (Work Item 43675)
- Fixed an issue that can cause an agent to temporarily display a RONA status when After Call ends. (Work Item 43970)
- General improvements have been made to the Clarity Connect product. (Work Items 41744, 42841, 42545, 42815, 42882, 43094, 43474, 43478, 43638, 43639, 43647, 43649, 43938, & 43966)
5.0.6 Cumulative Update (Q2 2020)
The 5.0.6 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- For geo-dispersed environments using the Agent Rerouter, added the option to define a secondary application server as a failover if the primary is inaccessible. Add a Secondary ForcedAppServerName Field for Agent Rerouter (Work Item 35261)
- Updated wording for Report Scheduler fields for greater clarity. Report Scheduler Frequency (Work Item 37694)
- Updated user Roles so the Dashboard, Session Search, and Agent Console tabs are always available in the Admin Console. (Work Item 37698)
- Added a more descriptive error message when the Dashboard is unable to load due to unassigned Dashboard Templates. Dashboard Cannot Load Due to Unassigned Templates (Work Item 38406)
- Added timestamps to chat sessions handled in the Web Agent Console. (Work Item 38498)
- Added notifications to the session tabs to indicate a new event on an inactive session. Session Tab Notifications (Work Item 40253)
- Added the ability to copy text from the Dashboard. Ability to Copy Text from the Dashboard (Work Item 40254)
- Added the ability to modify a previously created Scheduled Report. Ability to Modify Scheduled Reports (Work Item 40256)
- Updated several Stored Procedures in order to improve performance. (Work Item 40332)
- Updated the Agent Finder service for improved performance. Improvements to the Agent Finder Service (Work Items 39890, 40604, 42818)
- Fixed an issue where inviting or transferring to a contact is not recorded in the database. (Work Item 33810)
- Fixed an issue where the Consult/Invite timer included times for the consulted agent in the database. (Work Item 33815)
- Fixed an issue where the number of transfer attempts to an agent’s voicemail was incorrectly counted. (Work Item 33821)
- Fixed an issue that caused an inconsistent Offered Call Count in the FactAgent table. (Work Item 33950)
- Fixed an issue where Direct and Conference calls were incremented incorrectly. (Work Item 33955)
- Fixed an issue that prevented a callback from routing to an agent if the callback was requested while an agent was available and being offered the call. Callback Will Never be Connected to the Agent if Requested When an Agent is Available (Work Item 35522)
- Fixed an issue that allowed a user to add a URL to the API Whitelist when their Role did not allow it. (Work Item 35526)
- Fixed an issue that prevented the Silent Join notification from displaying for supervisors. (Work Item 38855)
- Fixed an issue where the Direct Inbound and Direct Outbound queues are not displaying in the selected language. (Work Item 38929)
- Fixed an issue that prevented a supervisor from Whisper Joining a call after Silent Joining. (Work Item 39481)
- Fixed an issue where the Dashboard Templates option was present in the Dashboard dropdown menu even if the user’s Role prevented them from accessing the templates. (Work Item 40252)
- Fixed an issue where the initial message sent by a customer via the Web Gateway is not captured in the transcript. (Work Item 40255)
- Fixed an issue where the Attendant Typing notification is displayed on the wrong session when multiple chat sessions are in progress. (Work Item 40257)
- Fixed and issue where during a Direct Outbound call to a SIP if an IM session is initiated, the first message sent by the contact does not display in the Web Agent Console. (Work Item 40605)
- Fixed an issue where running the Interval report caused an arithmetic overflow error. Work Item 40754)
- Fixed an issue where selecting By the Hour granularity prevented values in other dropdown menus from populating. (Work Item 40963)
- Fixed an issue where the Route to Agent by Name call flow node would retrieve termed agents. (Work Item 40995)
- Fixed an issue where during a direct inbound call, the caller would hear hold music instead of the ringing tone. (Work Item 41012)
- Fixed an issue where when contacting a WCF service from an External Data node, the WSDL file was not readable. (Work Item 41290)
- Fixed an issue where after accepting a callback request, subsequent calls are shown as callbacks on the Dashboard. (Work Item 41300)
- Fixed an issue with the Agent Recuse page where clearing an IM session did not end the session. (Work Item 41354)
- Fixed an issue where an agent’s status would change to Busy if they ended an IM and AV session at the same time. (Work Item 41438)
- Fixed an issue that prevented the Agent Finder service from starting if an agent has an incorrectly formatted SIP address. (Work Item 41439)
- Fixed an issue where the Call Duration continues to increase on the Dashboard while the session is in After Call. (Work Item 41561)
- Fixed an issue where reports collected from Virtual Observer are missing calls. (Work Item 41609)
- Fixed an issue where contact phone numbers were not displaying in the transfer dropdown menu. Contact Telephone Numbers not Displaying in Transfer Drop-down Menu (Work Item 41615)
- Fixed an issue where during a callback an agent does not hear a ring tone when connecting to the customer. (Work Item 42544)
- Fixed an issue where a transferring agent does not hear a ring tone. (Work Item 42546)
- Fixed an issue that caused an agent’s status to change to Busy instead of Available following Aftercall. (Work Item 42600)
- Fixed an issue that caused IM chat messages to be displayed out of order in the Edge browser. (Work Item 42616)
- General improvements have been made to the Clarity Connect product. (Work Items 40696, 40719, 41040, 41047, 41787, 41830, 42339)
5.0.5 Cumulative Update (Q1 2020)
The 5.0.5 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Updated logging to track the changes to the Dashboard Templates. Dashboard Template Changes are Tracked in Website Logs (Work Item 38407)
- Added support for Microsoft’s Edge Chromium browser. Installing Edge Chromium to Work With Clarity Connect (Work Item 38978)
- Added audio alerts to the Dashboard for KPI alerting. Dashboard Audio Alert for KPI (Work Item 39727)
- Changed the way audio files (prompts and recordings) are handled so they can be played from the Admin Console. Connect Plays Recordings and Voice Prompts in the Admin Console (Work Item 39728)
- Added copy/paste functionality to IM’s on the Web Agent Console. Improved Chat Window in Agent Console (Work Item 39730)
- Removed references to the deprecated Message Router feature. (Work Item 39731)
- Updated logging for IM sessions. (Work Item 39893)
- Updated audio handling to ensure the MCU dialout is canceled when an agent receives a RONA. (Work Item 39948)
- Improved RONA handling to prevent an agent from receiving a RONA after accepting a call due to a prolonged call establishment time. RONAs During Call Establishment (Work Item 39949)
- Updated text for Granularity in reports. Text Changes to Reports (Work Item 40156)
- Improved RONA handling to prevent agents from receiving a RONA due to an infrastructure issue. Agents Will Not Receive a RONA When a Possible Skype Infrastructure Issue is Detected (Work Item 40217)
- Fixed an issue where an agent was not deallocated when a DID call goes to voicemail, preventing the agent from being routed calls for the duration of the voicemail. (Work Item 32947)
- Fixed an issue where abandoned DOD calls are counted as IVR abandoned in reporting. (Work Item 33961)
- Fixed an issue where an agent is removed from a call when a supervisor takes over the call. (Work Item 34874)
- Fixed an issue where re-enqueued calls were placed at the back of the queue after RONAing an agent. (Work Item 35183)
- Fixed an issue that caused old sessions to show as active on the Agent Rescue page. (Work Item 35255)
- Corrected a setting in the Agent table which caused an error when the LoginName was left blank. (Work Item 35449)
- Fixed an issue where the first IM message sent by a customer from an AV call is not displayed in the Web Agent Console. (Work Item 35557)
- Fixed an issue which caused the wrong version number of the WebAPI to be logged. (Work Item 38412)
- Fixed an issue which caused a call to disconnect if a supervisor silent joins a call, disconnects, and then silent joins again immediately. (Work Item 38867)
- Fixed an issue that can cause the Route to Agent by Name node to fail if Enable Route to AD Users? option is selected. (Work item 39035)
- Fixed an issue which removed View permissions when Edit permissions were removed. Removing Edit Permissions also Removes View Permissions on Roles Page (Work Item 39364)
- Updated the RONA notification to specify whether the missed call was an IM or AV call. RONA Notification Indicates if Missed Session Was an IM or AV Call. (Work Item 39379)
- Fixed an issue where when placing a DOD call, the agent’s line would continue ringing after the call was answered. (Work Item 39412)
- Fixed an issue which caused calls to show as on hold when answered from the Web Agent Console. (Work Item 39422)
- Fixed an issue which can cause agents to display as contacts when performing a transfer search. (Work Item 39612)
- Fixed an issue with the Patch Installer logging logic related to SSRS and reports. (Work Item 39634)
- Fixed an issue which could cause an agent to be rung twice. (Work Item 39641)
- Fixed an issue where callers high in the queue were played the Next In Line message. (Work Item 39709)
- Fixed an issue which caused users to receive an Access Denied message. (Work Item 39854)
- Fixed an issue which caused the Dashboard to become unresponsive and display a Service Connection Error. (Work Item 39871)
- Fixed an issue where a consulted agent is disconnected if a supervisor Silent Joins a call and closes the browser window without disconnecting the call. (Work Item 39873)
- Fixed an issue where an agent placing a non-proxied DOD call during their aftercall period may be placed in an available status when the aftercall period expires. (Work Item 39890)
- Fixed an issue where agents did not receive aftercall time when the agent hung up first followed by a post call survey. (Work Item 39932)
- Fixed an issue which prevented agents from seeing all Dispositions or selecting more than one Sub-Disposition. (Work Item 39950)
- Fixed an issue which allowed users with View permissions of Roles to remove permissions of all users. (Work Item 39951)
- Fixed an issue where an agent with a presence of InCall had a utilization of 0. (Work Item 40150)
- Fixed an issue which can cause a Dashboard Oops error if an agent is Termed while they have the Dashboard open. (Work Item 40155)
- Fixed an issue with scheduling an Incoming URI Call Flow Report. (Work Item 40166)
- Fixed an issue with reports which caused an ASP.NET session error. Fix: "ASP.NET session has expired or could not be found" error while running reports (Work Item 40167)
- Fixed an issue which caused the Bulk Edit: Authorization action Replace to fail for agents from different teams. (Work Item 40208)
- Fixed a time discrepancy between Session Search and Reports related to Daylight Savings time. (Work Item 40213)
- Fixed an issue where when transferring to a PSTN of a contact, the contact’s SIP address was used instead of their PSTN number. When transferring to a contact's PSTN, the SIP number is Used (Work Item 40215)
- Fixed an issue with sessions not clearing from the Dashboard. (Work Item 40216)
- Fixed an issue where Termed agents were not showing in Agent dropdown menus for Reports. (Work Item 40241)
- Fixed an issue which caused Agents to RONA if the caller disconnects before the call is established. (Work Item 40471)
- Fixed an issue which caused Contact phone numbers to be unavailable in the Transfer search dropdown menus. (Work Item 40533)
- Fixed an issue where the Dashboard would get an Oops error when the Connect Version could not be retrieved from the database. (Work Item 40733)
- Fixed an issue which prevented an Agent from rejoining a call if they leave or are removed. (Work Item 35413)
- Fixed an issue which prevented the Web Agent Console from closing while in Manual After Call time. (Work Item 35549)
- Fixed an issue which caused a declined call to a Contact to be sent to voicemail. (Work Item 35262)
- Fixed an issue which caused a delay in updating an Agent’s status from the Dashboard. (Work Item 40331)
- Fixed an issue which prevented IMs from passing between the caller and the Agent during a SIP DID call. (Work Item 35238)
- Fixed an issue which caused the Runtime Database purge process to fail. (Work Item 40632)
- Fixed an issue which prevented the Record button from displaying in Firefox and Chrome browsers. (Work Item 38392)
- Fixed an issue which could cause the Primary Agent to be removed from the call when a Supervisor takes over a consulted call. (Work Item 39874)
- Fixed an issue where an agent ending a call using the Skype Client hang-up button does not disconnect the caller. (Work Item 41154)
- Fixed an issue that caused all incoming calls to be stuck on the Dashboard after the call was re-enqueued. (Work Item 41437)
- General improvements have been made to the Clarity Connect product. (Work Items 39894, 40731, 40535, 38395, 40722, 39855, 40236, 40237, 35191, 38394, 39441)
5.0.4 Cumulative Update (Q4 2019)
The 5.0.4 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Updated CMP to auto-populate a value of 1826 days for "Number of days to keep recording data" and "Number of days to keep chat transcript data". Please see this KB for more information: Set the Default Number of Days to Keep Recording and Transcript Data. (Work Item 37688)
- Added letters to the keypad in the Web Agent Console. (Work item 38405)
- Made a change to Agent reports which allows data to be aggregated by the hour, helping the reports to run faster. Please see this KB for more information: Agent Reports: Data Aggregation. (Work item 39037)
- Performance improvements were made to Clarity Connect’s logging mechanism for App Insights. (Work item 39195)
- Updates made to the log collector tool. Please see this KB for more information: Connect Log Collector. (Work item 39376)
- Added an option to schedule reports for the previous 3 months. Please see this KB for more information: Schedule Reports for the Previous Three Months. (Work item 39579)
- Added the ability to select BUs and Teams when creating a new queue. (Work item 39725)
- Added the ability to Bulk Edit agent’s roles in a specific BU, team, or group. Please see this KB for more information: Bulk Edit Roles. (Work item 39726)
- Added the ability to show or hide call dispositions and call sub dispositions. Please see this KB for more information: Hiding Call Dispositions and Sub-Dispositions. (Work item 39729)
- Fixed an issue where direct calls were being tagged as Answered and Abandoned. (Work item 34955)
- Fixed an issue where the Synthesized Text in the Queue Phone Hold Messages were not playing. (Work item 38425)
- Fixed an issue which caused the Longest Hold time to be calculated incorrectly. (Work item 38861)
- Fixed an issue which caused a call to end when the second agent transfers a call back to the first agent. (Work item 38868)
- Fixed an issue that causes the Session Search page to display "Server Error" and not show recent sessions. (Work item 38878)
- Fixed issue which allowed an agent to connect to an expired transfer invitation and get stuck in the session. (Work item 38940)
- Fixed issue which caused two agents to be able to log in as each other. (Work item 38990)
- Fixed an issue with Azure AD Federation which made the Admin Console inaccessible after enabling Azure AD authentication. (Work item 39011)
- Fixed an issue where a disconnected call continued to ring agents causing them to receive RONAs. (39026)
- Fixed an issue which prevented an agent from canceling a Consult. (Work item 39033)
- Fixed an issue where Web Gateway chats were not being routed to the proper attendant endpoints. (Work item 39203)
- Fixed an issue which caused Warm Transfers (transfers after a consult) to sometimes fail. (Work item 39223)
- Fixed an issue which allowed a Supervisor to hear an on-hold customer while in Whisper Join. (Work item 39234)
- Fixed an issue where after a Consult, transferring to a PSTN did not remove the original agent. (Work item 39245)
- Fixed an issue where the AV or IM RONA Timeout setting, as configured on the System Configuration page was not applied to Transfer, Invite, or Consult. (Work item 39251)
- Fixed an issue which prevents the Invite to Full Participation button to render after a Consult. (Work item 39377)
- Fixed an issue which caused calls to get stuck in the Queue. (Work item 39384)
- Fixed an issue which prevented the Connect Installer from completing if TLS 1.0 is disabled. See this KB for more information: New Clarity Connect Install Fail When TLS 1.0 is Disabled. (Work item 39388)
- Fixed an issue which prevented the Metrics service from connecting to the WebServer if TLS 1.0 is disabled and the Metrics and WebAPI services are located on different servers. (Work item 39466)
- Fixed an issue that caused dashboard notifications to not clear when the call is answered via a desk phone. (Work item 39480)
- Fixed an issue which caused AD contacts to show as blank in the Transfer search. (Work item 39499)
- Fixed an issue which prevented agents from changing their statuses to Available from the Dashboard. (Work item 39578)
- Fixed an issue which prevented log folders from being created when running the CU Updater on a new instance of Clarity Connect. (Work item 39602)
- Fixed an issue which caused sessions in reports to neither be categorized as Queued or DOD. (Work item 39604)
- Fixed an issue where moving an agent from one team to another did not automatically create an authorization in the new team. See this KB for more information: Moving Agent from One Team to Another Doesn't Automatically Create an Authorization. (Work item 39687)
- Fixed an issue where, if the Web Agent Console is open and an agent placed a direct outbound call (DOD) from the Skype for Business client, the agent hears a double ringing. (Work item 38977)
- Added a security enhancement to prevent cross-sire request forgery. (Work item 39020)
- Fixed the sorting on the Session Search page to include the time as well as the date. (Work item 39032)
- Fixed an issue which prevented direct calls between two agents to complete. (Work item 39193)
- Fixed an issue which caused the Voice Prompt page to load slowly. (Work item 39236)
- Fixed an issue that caused the download of the installation package in CMP to be slow. (Work item 39252)
- Fixed an issue that caused the Call Flow page to load slowly. (Work item 39421)
- Fixed an issue which caused an incorrect Callback Call notification to display in the Web Agent Console after the initial call offer. (Work item 39498)
- Fixed an issue which caused the Override Portal Default box to be automatically checked for IM Hold Details Treatment. (Work item 39601)
- Fixed an issue where setting the Calendar Override hours from 12:00 pm to 12:59 pm displayed AM on the Calendar page. (Work item 39637)
- When retrieving the portal status information, the AgentActivelyTakingCalls value now portrays the number of unique agents that have taken a call in the past 30 days rather than the past 3 days. (Work item 39683)
- Fixed an issue which prevented holidays from displaying on the Calendar. (Work item 39700)
- Fixed an issue which can cause the Portal service to crash. (Work Item 40281)
- General improvements have been made to the Clarity Connect product. (Work items 38396, 39500, 39502, 39593)
5.0.3 Cumulative Update (July 2019)
The 5.0.3 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Made improvements to the Dashboard Toast notifications in which the type of call is now shown (ie IM versus AV call). Please see this KB for more information: Call type specific Web Agent Console notifications (Work Item 38620)
- Added “Portal Force Close” as a resource on the Roles page, which will allow the removal of the Portal force Close button for specific roles. (Work Item 38622)
- Made further improvements to Force Close Notification messages on both the Home page and the Calendar page. Please see this KB for more information: Force Close Notifications (Work Item 38650)
- Made improvements to the Overwrite Calendar page in which calendars with active overrides will be highlighted and is now shown in a 12-hour format. Please see this KB for more information: Calendar Overrides (Work Item 38651)
- Made an improvement to the Calendars page in which calendars can now be hidden and unhidden. Please see this KB for more information: Hide Calendars (Work Item 38652)
- Added a feature in which holidays can be set as repeating when creating or editing holidays. Please see this KB for more information: Repeating Holidays (Work Item 38653)
- Fixed an issue in which the Installation Manager would crash when attempting to download the Worksheet directly from CMP (Work Item 32944)
- Fixed an issue in which removing “Mark as Suspended” permissions from roles does not take effect until you also remove it from the Agent Role. Please see KB for more information: Removing a resource from a role does not take effect (Work Item 35617)
- Fixed an issue in which closing the Skype Client Conversation Window would not end After Call and the timer would still run on the Dashboard. (Work Item 37753)
- Fixed an issue in which Federated Customers using Azure AD were unable to delete report subscriptions. (Work Item 37859)
- Fixed an issue in which Agents were unable to see all IM Prompts if the list of prompts was very long. (Work Item 38012)
- Fixed an issue in which the Connecting Screen hangs after clicking Accept, resulting in the Agent receiving a RONA. (Work Item 38024)
- Fixed an issue in which the installation would fail if the Website and Specific Server URLS were configured to be the same in CMP. (Work Item 38549)
- Fixed an issue in which the Report Scheduler pulls reports for 8 days rather than 7 when scheduling weekly reports. (Work Item 38551)
- Fixed an issue in which Federated Customers were unable to search Internal Contacts. (Work Item 38617)
- Fixed an issue in which Agents get stuck in “InIMCall” after the post-call survey. (Work Item 38619)
- Fixed an issue in which the Dashboard Logging tool stayed green after clicking it. (Work Item 38846)
- Fixed an issue in which the WebAPI logs were continually being re-zipped and added to the original zip file. (Work Item 38870)
- Fixed an issue in which the Dashboard was intermittently freezing. (Work Item 38887)
- Fixed an issue where the March 2019 CU rollback caused an error. (Work Item 38632)
- General improvements have been made to the Clarity Connect product (Work Items 38919, 35642)
5.0.2 Cumulative Update (May 2019)
The 5.0.2 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- Added a new feature, Extra Item Pop Up, which allows the URL set within an Extra Item to automatically launch in a new window when an Agent answers a session. See this KB for more information on configuring this feature: Extra Item Pop Up (Work Item 37790)
- Added a button on the Dashboard that allows Agents to easily gather Dashboard and Skype SDK logs. See this KB for more information on configuring and using this feature: Enabling Dashboard Console Logging (Work Item 38018)
- Made further improvements to call flow editing functionality to allow users to edit unpublished revisions of call flows (Work Item 38404)
- When creating a disposition, a sub-disposition labeled “Default” is now also created (Work Item 38011)
- Fixed an issue in which Agents were getting stuck in DirectOutbound status when calling another proxied Agent (Work Item 35484)
- Fixed an issue in which Voice Prompts and Recordings were unplayable (Work Item 38387)
- Fixed an issue in which users were unable to change the Agent Experience on the Agent Profile page (Work Item 38388)
- Fixed an issue in which the Agent Status Report was not showing the correct Unavailable time (Work Item 35402)
- Fixed an issue in which the Agent Bulk Import page was not validating search text and creating dead links (Work Item 35474)
- Fixed an issue in which calls in After Call status remained under the Active tab on the Dashboard instead of the All tab (Work Item 35545)
- Fixed an issue in which the “Edit” and “View” permissions in the Administrator role were not showing the Access Denied page if they were removed (Work Items 35552, 35553)
- Fixed an issue in which the text “Is typing” was covering the actual IM message in the Web Agent Console during IM sessions (Work Item 35781)
- Fixed an issue in which the IM hold message would state “There are -1 people ahead of you” (Work Item 37677)
- Fixed an issue in which retrieving Portal Status would generate incorrect dates (Work Item 37693)
- Fixed an issue in which reports were unable to be scheduled using the Excel format (Work Item 37696)
- Fixed an issue in which putting in a calendar override was not taking effect immediately (Work Item 38025)
- Fixed an issue in which the Agent Console Installer button was missing (Work Item 38393)
- Fixed an issue in which callers dialing an incoming URI that was similar to an Agent’s number were getting routed incorrectly. See this KB for more information. (Work Item 38399)
- Fixed an issue in which Agents were getting stuck in In IM Call status if the queue’s after call time was set to zero (Work Item 38410)
- Fixed an issue in which DTMF tones were not being accepted by a caller’s IVR system (Work Item 38492)
- Fixed an issue in which the installer did not create the setting TransferCallsAsUnattended under Global Settings in the Advanced Settings page (Work Item 38550)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 38397, 35482, 35613, 37674, 38411)
5.0.1 Cumulative Update (March 2019)
The 5.0.1 Cumulative Update includes the latest additions, changes, and fixes from prior 5.0.x cumulative updates as well as the following.
- When placing Direct Outbound calls from the Web Agent Console, phone numbers with “(“ or “-“ will be converted to the proper format (Work Item 35434)
- Added the ability to delete the values in the “ACS_Autodiscover_User_URL” and “ACS_Autodiscover_XFrame_URL” fields (Work Item 35618)
- Added the ability to select whether call transfers be sent as attended or unattended (Work Item 35778)
- Fixed an issue where Teams with no Agents resulted in a Dashboard with no metrics (Work Item 25655)
- Fixed an issue where the original Agent was heard on the line for a few seconds after a call is transferred to a second Agent (Work Item 35131)
- If two users are trying to edit the same call flow at the same time, a message will now appear warning them that another user is editing the same call flow (Work Item 35196)
- Fixed an issue in which the Agent Status Report was not showing the correct Unavailable time (Work Item 35402)
- Fixed an issue in which callbacks were not calling the customer back and Agents were not hearing any audio (Work Item 35406)
- Fixed an issue in which the ETL_DaysToKeepChatTranscriptData setting was not honoring the value set and not purging Chat Transcript Data (Work Item 35547)
- Fixed an issue where missed Direct Inbound Proxied calls were shown as RONAs in the Session Data Report (Work Item 35523)
- Fixed an issue where calls were being taken off hold after Agents cancelled a consult invite (Work Item 35524)
- Fixed an issue where renaming an Agent caused the Agent’s name to be improperly displayed in the Agent Call Report (Work Item 35544)
- Fixed an issue where the Voicemail button was not an option in the transfer menu if the contact was not on the same SIP domain as the Agent (Work Item 35657)
- Fixed an issue in which pressing the Manual After Call immediately after ending a call did not put the Agent into Manual After Call (Work Item 35773)
- Fixed an issue in which re-enqueued calls were not triggering after call surveys (Work Item 35774)
- Fixed an issue in which long lists of sub-dispositions were being cut off from view (Work Item 35776)
- Fixed an issue in which DTMF tones were not being proxied on Direct Outbound proxied calls (Work Item 35780)
- Fixed an issue in which Agents were being put into a busy status after ending Manual After Call (Work Item 37675)
- Made functionality and data calculation improvements to the Agent Data Report (Work Item 35782, 37782)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 35235, 35270, 38013, 38333, 38283)
5.0 Release
The 5.0 release includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Clarity Connect 5.0 has added support for Skype for Business 2019.
- Clarity Connect 5.0 removes the Silverlight Agent Console from the product. Agents are still able to answer calls with the Skype for Business client, however, all call controls are now within the Web Agent Console. (Work Item 37752)
- During installation, the default number of days for keeping recordings and transcripts is automatically populated with a default of 1826 days. (Work Item 37688)
- Fixed an issue in which chat transcript data was not purged after the amount of days set in the setting ETL_DaysToKeepChatTranscriptData. Note: ETL_SuppressRuntimeDataArchive must be set to false for this setting to work properly. (Work Item 35547)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 34955)
4.1 Updates
4.1.25 Cumulative Update (H1 2022)
The 4.1.25 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Added a toast notification if escalating an IM to an AV call fails. (Work item 35551)
- Corrected an issue that caused a Set Language node to terminate unexpectedly. (Work Item 37784)
- Fixed an issue with the IM Prompts page to correctly display the configured prompts. (Work Item 38583)
- Corrected an issue that alerted an agent their call is being Silent Joined. (Work Item 38882)
- Fixed an issue that removed the original agent if a supervisor took over the call after a Silent Join. (Work Item 46324)
- Fixed an issue that caused an incorrect wait time to be displayed on the transfer card when performing a Queue Transfer. (Work Item 47111)
- Corrected an issue where no After Call time was provided following a DOD call. (Work Item 47259)
- Fixed an issue that caused the DOD search to become stuck if an incoming call is answered. (Work Item 47260)
- Corrected an issue with the After Call timer that caused the time to skip. (Work Item 47288)
- Corrected the toast notification displayed for a callback session. (Work Item 47291)
- Fixed an issue that caused an agent to receive a RONA if a callback is requested while the session is being offered to them. (Work Item 47292)
- Resolved an issue that prevented a supervisor from transferring a call after a Silent/Whisper join. (Work Item 47385)
- Corrected an issue with the Agent Data report that switched Answered Session and Started AV Calls. (Work Item 47296)
- General improvements have been made to the Clarity Connect product. (Work Items 47294, 47334, 47295)
4.1.24 Cumulative Update (Q2 2021)
The 4.1.24 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- A link to the Clarity Connect online help page has been added to the Admin Console. Access to Help Page Added to Admin Console (Work item 35350)
- Updated the way dates are formatted to match European standards based on the selected Time Zone. Display Agent History Lookup Result Dates in UK Format (Work Item 46342)
- Corrected the way some data is added to the database for more accurate reporting. (Work Items 33538, 33539, 33824, 33826, 33830, 33900)
- Ensured that all agents who participate in a call are displayed in the Additional Agents column of Reports. (Work Item 33795)
- Corrected an issue that caused Consults and Invites to be added to offered session counts. (Work Item 34044)
- Corrected an issue that caused an incorrect count of transfer requests. (Work Item 34048)
- Fixed an issue that recorded after call time for two agents on a single call. (Work Item 34052)
- Fixed an issue that caused a talk time discrepancy in the database. (Work Item 34054)
- Corrected an issue where transfers to contacts were not being properly counted. (Work Item 34219)
- Fixed an issue where applying the Group filter to a report caused Teams to display incorrectly. (Work Item 35397)
- Fixed the Select option on the Bulk Edit page so that it selects from all pages. Agent Bulk Edit "Select" Checkbox Does Not Select From All Pages (Work Item 35485)
- Fixed an issue where unassigned Dashboard Templates would not display for an Administrator. Unassigned Dashboard Templates are not Displaying (Work Item 35535)
- Fixed an issue that prevented the session ID from being recoded when using MSDynamics integration. (Work Item 35573)
- Corrected an issue where an agent clicking the IM session invitation after the offer time expires is connected to the session. (Work Item 37767)
- Corrected an issue that caused a mismatch between metrics found in the Database and options for the Dashboard template. (Work Item 38925)
- Fixed an issue that prevented a supervisor from Whisper Joining a call immediately following a Silent Join. (Work Item 41299)
- Corrected an issue that allowed a supervisor to edit notes while Whisper Joining a session. (Work Item 41362)
- Corrected an issue that prevented a Direct PSTN call from routing to an agent’s voicemail. (Work Item 43093)
- Fixed an issue where a supervisors status did not change to In IM Call when they Silent or Whisper Join an IM session. (Work Item 43937)
- Corrected an issue that caused a transfer to a consulted agent to fail for an IM session escalated to voice. (Work Item 43967)
- Corrected an issue that caused a RONA status to become Unavailable if the Agent Finder service is restarted. (Work Item 44196)
- Corrected the error message displayed when saving empty values for an Advanced Setting. (Work Item 44294)
- Corrected an issue that causes a call to end if an escalation to voice is declined. (Work Item 45470)
- Fixed an issue where the Eject button disappears from a consult if a supervisor Whisper Joins. (Work Item 45488)
- Corrected an issue where a Direct Outbound call made from the Skype for Business client results in an incoming call toast notification on the agent’s Dashboard. (Work Item 45575)
- Corrected an issue that caused the Call Duration time to display incorrectly following a Direct Outbound call. (Work Item 45576)
- Corrected an issue that prevented an agent from using manual after call following a Direct Outbound call. Agent Cannot Activate Manual After Call Following a DOD Call (Work Item 45578)
- Fixed an issue where after clearing an IM session from the Agent Rescue page the agent is stuck in an In IM Call status. (Work Item 45618)
- Corrected an issue that caused sessions to end when they are cleared from the Agent Rescue page. (Work Item 45620)
- Corrected an issue where the Direct Inbound ring tone was not playing from the beginning. (Work Item 46263)
- Fixed an issue that caused the agent’s status to show Available when they set their Skype presence to Busy. Presence/Status mismatch between Skype for Business Client compared with Clarity Connect for Agent Experience 3 (Work Item 46307)
- Fixed an issue where chat transcripts were not being deleted according to the configured time frame. (Work Item 46341)
- Corrected an issue that caused a Service Connection Error if the SMTP server is unreachable. An unreachable SMTP Server Causes Service Connection Errors on the Dashboard (Work Item 46383)
- Fixed an issue where the Mute button was not working on Direct Outbound calls. (Wok Item 46561)
- Corrected an issue that caused a Direct Outbound session to be created when an IM session is escalated to voice. (Work Item 46562)
- Corrected an issue that caused a Direct Outbound call to be created when a supervisor Silent or Whisper Joins a session. (Work Item 46563)
- Corrected an issue that prevented consultation to contacts whose phone number is entered using periods as separators (xxx.xxx.xxxx). Unable to Consult Contacts Whose Phone Number is Formatted Using Periods (Work Item 46592)
- Corrected an issue that caused the Session ID to be incorrectly logged as a SIP address. (Work Item 46666)
- Fixed an issue that caused Escalated IM sessions to disconnect if they are re-enqueued. (Work Item 46695)
- Corrected an issue that prevented Federated customers from answering calls via the Dashboard. Federated Customers are Unable to Answer Calls via the Dashboard and Receive a RONA (Work Item 46697)
- Corrected an issue that prevented callbacks being placed to the original caller. Customer is Not Receiving Their Callback (Work Item 46710)
- Fixed an issue that prevented supervisors from Silent or Whisper Joining a session. (Work Item 46748)
- Corrected an issue that caused calls transferred out of the Call Flow to fail. (Work Item 46750)
- Fixed an issue with Agent level reports that caused reports aggregated by the hour to return not data. Aggregating Reports by the Hour Returns No Data (Work Item 47097)
- Fixed an issue that caused the Agent Console to be stuck showing Connecting when a Direct Outbound call is placed. Dashboard Stuck on Connecting Screen When Placing a DOD call from SFB Client (Work Item 47113)
- Corrected an issue that caused the After Call timer to display the incorrect time. (Work Item 47258)
- General improvements have been made to the Clarity Connect product. (Work Items 33986, 34953, 35240, 35535, 38332, 38928, 43958, 45577, 45624, 45777, 45944, 45945, 46379, 46381, 46384, & 46778)
4.1.23 Cumulative Update (Q1 2021)
The 4.1.23 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Added support for Open Database Connectivity to the ExternalDataAccess Call Flow node. Support for ODBC Added to the External Data Access Call Flow Node (Work Item 28791)
- Added a History icon for Dashboard Templates. (Work Item 35520)
- Added additional Portal Service crash logging. (Work Item 37749)
- Optimized Agent Bulk Import queries to improve page load times. (Work Item 38497)
- Updated the Metrics service to improve SQL table fragmentation. (Work Item 40149)
- Updated the Web Gateway install package. (Work Item 41002)
- Added an option to expand the chat box window on the Dashboard. Expanding Chat Box Window on the Dashboard (Work Items 41695, 46325)
- Added support for TLS 1.2 in the Web Gateway database and application installer. (Work Item 42287)
- Removed the SSL 2.0 and 3.0 requirement for Web Gateway. Removed SSL 2.0 and 3.0 Requirement for Web Gateway (Work Item 42288)
- Updated the appearance of the Web Gateway Admin page. (Work Item 44333)
- Added a new Stored Procedure to check the maximum number of concurrent calls. {KB Link} (Work Item 45625)
- Corrected an issue that caused IM chat messages to display out of order in the Edge browser. (Work Item 42671)
- Corrected an issue that prevents the hold timer from displaying on an invited session. (Work Item 41293)
- Fixed the Agent Bulk Import so that skill templates are updated. (Work Item 41298)
- Corrected an issue that marked active IM sessions as abandoned. (Work Item 41301)
- Fixed an issue that prevented a customer from accepting a callback. (Work Item 41401)
- Updated the Advanced Settings values so that they are not case sensitive. (Work Item 41560)
- Fixed an issue with direct calls made from a Mac Skype for Business client are not being proxied. (Work Items 41621, 46270)
- Fixed an issue that caused the Dashboard timer to skip 2 – 4 seconds. Dashboard Call Timer Skipping 2-4 seconds (Work Item 42454)
- Updated the toast notification when consulting an unavailable agent. (Work Item 42820)
- Corrected an issue with voice prompts that caused them to play during a callback request. (Work Item 42843)
- Corrected an issue that prevented a session ID from being logged when an agent RONA’s. (Work Item 43646)
- Fixed an issue that causes Auto Answer to fail when two call notifications are received at the same time. (Work Item 43968)
- Corrected the toast notification an agent receives when being transferred a callback session. (Work Item 44224)
- Corrected a logging error in the Agent Finder when an agent changes their status in a federated environment. (Work Item 44852)
- Fixed an issue that makes the hold button unresponsive following a consult to queue followed by an invite. (Work Item 44943)
- Fixed an issue that causes transfers to an external contact’s phone number to fail. (Work Item 44944)
- Corrected a problem that changes an Agent’s status to Unavailable following a direct outbound call. (Work Item 45205)
- Corrected an issue where an agent can remain Unavailable following a direct outbound call. (Work Item 45218)
- Fixed an issue that causes an agent to become Unavailable if a call is abandoned while being offered. (Work Item 45462)
- Corrected a problem that causes agents to receive a RONA if they accept an IM session when a callback is being requested. (Work Item 45466)
- Updated Dispositions and Sub-dispositions so that they are displayed in alphabetical order. (Work Item 45573)
- Fixed the way long Dispositions and Sub-dispositions are displayed so that they are readable. (Work Item 45574)
- Fixed an issue that causes a call to continue ringing following a Rona when Federation is enabled. (Work Item 45609)
- Fixed an issue with the Anti Forgery key for accessing the HTTP service and Database from an External Data Access node. (Work Item 45822)
- Corrected an issue that caused the Portal and Agent Finder services to lose communication following a direct outbound or inbound call. Portal Service Loses Communication with the Agent Finder Service Following a Direct Call (Work Item 45961)
- Fixed an issue that prevents IM messages from being sent during direct outbound calls. (Work Item 46289)
- Fixed an issue that prevented the mute button from working during a direct outbound call. (Work Item 46290)
- Fixed an issue that places direct outbound calls from the Dashboard to a SIP address into a queued. (Work Item 46292)
- Fixed an issue that causes silent and whisper joins to fail for direct outbound calls. (46293)
- Fixed an issue that prevented a consult to an external contact’s phone number. (Work Item 46328)
- Fixed an issue that caused direct calls to fail if MS Dynamics integration is enabled. (Work Item 46343)
- General improvements have been made to the Clarity Connect product. (Work Items 38021, 40966, 41000, 45209, 45473, & 45487)
4.1.22 Cumulative Update (Q4 2020)
The 4.1.22 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Improved logging for proxied calls. (Work Item 41001)
- Logging added to track Call Note and Disposition changes. Improved Logging for Call Notes, Dispositions, and Call History (Work Item 41304)
- Reports are rebranded to adhere to current standards. (Work Item 41844)
- The Perficient logo has been added to the Dashboard. (Work Item 41845)
- The notifications on the Admin Console have been updated to match the latest branding standard. (Work Item 41846)
- The Session Card will no longer close if notes are being entered when the aftercall expires. (Work Item 42840)
- Improved handling of inactive agents by the Agent Finder service. (Work Item 42918)
- An Average Handle Time column was added to the CSI integration files. Change of ActiveAfterCallTime column to AverageHandleTime in CSI Integration (Work Item 43111)
- Updated the Connect Installation Manager to properly install common files for single component installations. (Work Item 43950, 44832)
- Corrected an issue that caused a duplicate entry in the Config table when applying the CU to a newly upgraded instance. Connect Services Will not Start due to Duplicate Entries in Config Table (Work Item 44956)
- Fixed an issue that caused a caller to be inaudible after being placed on hold and a second agent is invited to the call. Following an Invite to a Second Agent the Customer is Inaudible (Work Item 41297)
- Fixed an issue where a session will not be shown on the Active or All tabs on the Agent Console following a declined transfer. Sessions are not Visible Under the Active or All Tab (Work Item 42340)
- Fixed an issue that can cause Participant Unavailable notifications to stack up following a declined Transfer, Invite, or Consult. (Work Item 42453)
- Fixed an issue that can cause sessions to stack up on the dashboard when sessions are ended in the Skype Client. (Work Item 42676)
- Fixed an issue with the installer where some SQL scripts to failed to execute during an upgrade. During an Upgrade from 4.0 to 5.0 All SQL Scripts do not Run. (Work Item 43121)
- Fixed an issue that caused an MBU assignment to be removed when hiding a Dashboard Template. (Work Item 43349)
- Fixed an issue that causes a consulted agent’s session screen to remain open after leaving or being removed from the session. (Work Item 43362)
- Fixed an issue that causes the Agent Finder service to stop responding to web requests when routing to agents with invalid SIP addresses. The Agent Finder Stops Responding to Web Requests (Work Item 43364)
- Corrected an Oops error message that incorrectly stated that the issue was with a missing Dashboard Template. (Work Item 43419)
- Fixed an issue that causes abandoned sessions to remain in the call list on the Dashboard. (Work Item 43421)
- Fixed an issue that causes a server error when editing the Phone Hold Treatment page of a queue. (Work Item 43652)
- Fixed an issue that made the Review Reason Code page inaccessible. The Review Reason Code Page is not Accessible (Work Item 43951)
- Fixed an issue that allowed CSI ACD statistics to be uploaded with incomplete sessions. (Work Item 44185)
- Fixed an issue that prevents Azure AD enabled federated customers from updating their Status. Azure AD enabled Federated Customers are Unable to Update Status after Q3 2020 CU (Work Item 44280)
- Fixed an issue that causes the Agent Finder services to switch Active/Passive roles following a call. Agent Finder Service switches Active/Passive After Calls in Federated Environments (Work Item 44901)
- Fixed an issue that causes an agent’s status to incorrectly display as Unavailable on the Dashboard. (Work Item 44945)
- Fixed an issue that causes a call that is escalated to voice from IM to disconnect when transferred to another agent. (Work Item 45215)
- Fixed an issue that causes a consulted agent’s session screen to close when they are invited to full participation. (Work Item 45217)
- General improvements have been made to the Clarity Connect product. (Work Items 41848, 43363, & 43365)
4.1.21 Cumulative Update (Q3 2020)
The 4.1.21 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- An Auto-Answer feature for Queued calls has been added. Enable Auto-Answer Functionality (Work Item 40282)
- Added Spanish language to the Dashboard. Spanish Language Support on Dashboard (Work Item 40274)
- Rebranded the Admin Website and Dashboard to match Perficient’s branding. Rebranded Admin Website (Work Item 40275)
- Updated the IM RONA icon for better clarity. Updated IM RONA Notification (Work Item 40994)
- Improved RONA handling for IM sessions to prevent agents from receiving a RONA due to an infrastructure issue. (Work Item 41820)
- Updated the Session Data Report stored procedure for improved run time. (Work Item 42400)
- Ability to enable the auto-answer feature in an agent's profile or using Bulk Agent Edit. (Work Item 42919)
- Fixed an issue that caused an incorrect callback notification. (Work Item 42916)
- Fixed an issue that can cause the agent to hear two callers simultaneously. Agent Hearing Two Callers (Work Item 35532)
- Fixed an issue where the caller is not disconnected following an IM to AV escalation. An IM to AV Escalation Does not Disconnect from the Skype Client (Work Item 41289)
- Fixed an issue that caused the start and end times when scheduling a report to revert to the defaults of 12:00 am to 11:59 pm. Report Scheduler Time Reverts to the Default Value (Work Item 41702)
- Fixed an issue that prevented the call window from closing following a Consult/Transfer. (Work Item 41847)
- Fixed an issue where ringing continues to play in a direct call to a proxied agent that goes to voicemail. (Work Item 42299)
- Fixed an issue where infrastructure limitations caused DOD sessions to be marked as completed. (Work Item 42503)
- Fixed an issue that prevented a callback from routing to an available agent when the Presence Aware callback setting is set to true. Callbacks not Routing to Available Agents (Work Item 42811)
- Fixed an issue that prevented callbacks from being ended using the Clear Session button on the Agent Rescue page. (Work Item 42812)
- Fixed an issue that prevented a queued caller from being disconnected when the call is cleared from the agent Rescue page. (Work Item 42813)
- Fixed an issue with Callbacks where a caller's presence continues to be tracked in the Portal logs. (Work Item 42814)
- Fixed an issue that caused no ringing to be heard until an agent becomes available during a consultation to a queue. No Ringing Heard When Consulting a Queue (Work Item 42816)
- Fixed an issue where an agent setting their presence to any yellow status during aftercall resets to Available once the call has ended. Changing to a Yellow Status During Aftercall Resets to Available (Work Item 42817)
- Fixed an issue where, following a consult, the eject button becomes non-functional. (Work Item 42917)
- Fixed an issue where an agent setting their status to Busy during a call reverts to Available when the call ends. Presence Does Not Change to Selected Status When Call Ends (Work Item 42920)
- Fixed an issue that prevented an agent from setting or changing Dispositions once the aftercall period has expired. Cannot Set or Update Dispositions Once Aftercall Has Expired (Work Item 42953)
- Fixed an issue where an infrastructure issue prevented agents from changing their status. (Work Item 43123)
- Fixed an issue where customers setting their custom presence went to an unavailable status following a status change. (Work Item 43152)
- Fixed an issue that can cause the Session screen to freeze after answering an AV or IM session. (Work Item 43434)
- Fixed an issue where an agent in a Direct or Conference call shows their status as Busy. (Work Item 43475)
- Fixed an issue where an agent's status becomes stuck on RONA if they receive a second RONA. (Work Item 43476)
- Fixed an issue that can cause an agent to receive a RONA when answering an IM session if the caller initiates a callback. (Work Item 43648)
- Fixed an issue where the callback toast notification was incorrect for re-enqueued calls. (Work Item 43650)
- Fixed an issue that can cause an agent to receive an error message if a callback is requested as the agent accepts the session. (Work Item 43673)
- Fixed an issue that can cause an agent to be placed into an Unavailable status when hanging up after receiving a RONA. (Work Item 43674)
- Fixed an issue that can cause a callback to get stuck in the queue. (Work Item 43675)
- Fixed an issue that can cause an agent to temporarily display a RONA status when After Call ends. (Work Item 43970)
- General improvements have been made to the Clarity Connect product. (Work Items 41744, 42841, 42545, 42815, 42882, 43094, 43122, 43474, 43478, 43639, 43647, 43649, 43938, & 43966)
4.1.20 Cumulative Update (Q2 2020)
The 4.1.20 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- For geo-dispersed environments using the Agent Rerouter, added the option to define a secondary application server as a failover if the primary is inaccessible. Add a Secondary ForcedAppServerName Field for Agent Rerouter (Work Item 35261)
- Updated wording for Report Scheduler fields for greater clarity. Report Scheduler Frequency (Work Item 37694)
- Updated user Roles so the Dashboard, Session Search, and Agent Console tabs are always available in the Admin Console. (Work Item 37698)
- Added a more descriptive error message when the Dashboard is unable to load due to unassigned Dashboard Templates. Dashboard Cannot Load Due to Unassigned Templates (Work Item 38406)
- Added timestamps to chat sessions handled in the Web Agent Console. (Work Item 38498)
- Added notifications to the session tabs to indicate a new event on an inactive session. Session Tab Notifications (Work Item 40253)
- Added the ability to copy text from the Dashboard. Ability to Copy Text from the Dashboard (Work Item 40254)
- Added the ability to modify a previously created Scheduled Report. Ability to Modify Scheduled Reports (Work Item 40256)
- Updated several Stored Procedures in order to improve performance. (Work Item 40332)
- Updated the Agent Finder service for improved performance. Improvements to the Agent Finder Service (Work Items 39890, 40604, 42818)
- Fixed an issue where inviting or transferring to a contact is not recorded in the database. (Work Item 33810)
- Fixed an issue where the Consult/Invite timer included times for the consulted agent in the database. (Work Item 33815)
- Fixed an issue where the number of transfer attempts to an agent’s voicemail was incorrectly counted. (Work Item 33821)
- Fixed an issue that caused an inconsistent Offered Call Count in the FactAgent table. (Work Item 33950)
- Fixed an issue where Direct and Conference calls were incremented incorrectly. (Work Item 33955)
- Fixed an issue that prevented a callback from routing to an agent if the callback was requested while an agent was available and being offered the call. Callback Will Never be Connected to the Agent if Requested When an Agent is Available (Work Item 35522)
- Fixed an issue that allowed a user to add a URL to the API Whitelist when their Role did not allow it. (Work Item 35526)
- Fixed an issue that prevented the Silent Join notification from displaying for supervisors. (Work Item 38855)
- Fixed an issue where the Direct Inbound and Direct Outbound queues are not displaying in the selected language. (Work Item 38929)
- Fixed an issue that prevented a supervisor from Whisper Joining a call after Silent Joining. (Work Item 39481)
- Fixed an issue where the Dashboard Templates option was present in the Dashboard dropdown menu even if the user’s Role prevented them from accessing the templates. (Work Item 40252)
- Fixed an issue where the initial message sent by a customer via the Web Gateway is not captured in the transcript. (Work Item 40255)
- Fixed an issue where the Attendant Typing notification is displayed on the wrong session when multiple chat sessions are in progress. (Work Item 40257)
- Fixed and issue where during a Direct Outbound call to a SIP if an IM session is initiated, the first message sent by the contact does not display in the Web Agent Console. (Work Item 40605)
- Fixed an issue where running the Interval report caused an arithmetic overflow error. Work Item 40754)
- Fixed an issue where selecting By the Hour granularity prevented values in other dropdown menus from populating. (Work Item 40963)
- Fixed an issue where the Route to Agent by Name call flow node would retrieve termed agents. (Work Item 40995)
- Fixed an issue where during a direct inbound call, the caller would hear hold music instead of the ringing tone. (Work Item 41012)
- Fixed an issue where when contacting a WCF service from an External Data node, the WSDL file was not readable. (Work Item 41290)
- Fixed an issue where after accepting a callback request, subsequent calls are shown as callbacks on the Dashboard. (Work Item 41300)
- Fixed an issue with the Agent Recuse page where clearing an IM session did not end the session. (Work Item 41354)
- Fixed an issue where an agent’s status would change to Busy if they ended an IM and AV session at the same time. (Work Item 41438)
- Fixed an issue that prevented the Agent Finder service from starting if an agent has an incorrectly formatted SIP address. (Work Item 41439)
- Fixed an issue where the Call Duration continues to increase on the Dashboard while the session is in After Call. (Work Item 41561)
- Fixed an issue where reports collected from Virtual Observer are missing calls. (Work Item 41609)
- Fixed an issue where contact phone numbers were not displaying in the transfer dropdown menu. Contact Telephone Numbers not Displaying in Transfer Drop-down Menu (Work Item 41615)
- Fixed an issue where during a callback an agent does not hear a ring tone when connecting to the customer. (Work Item 42544)
- Fixed an issue where a transferring agent does not hear a ring tone. (Work Item 42546)
- Fixed an issue that caused an agent’s status to change to Busy instead of Available following Aftercall. (Work Item 42600)
- Fixed an issue that caused IM chat messages to be displayed out of order in the Edge browser. (Work Item 42616)
- Fixed an issue that caused the incorrect version of Connect on the Admin Console. (Work Item 42622)
- General improvements have been made to the Clarity Connect product. (Work Items 40696, 40719, 41040, 41047, 42339)
4.1.19 Cumulative Update (Q1 2020)
The 4.1.19 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Updated logging to track the changes to the Dashboard Templates. Dashboard Template Changes are Tracked in Website Logs (Work Item 38407)
- Added support for Microsoft’s Edge Chromium browser. Installing Edge Chromium to Work With Clarity Connect (Work Item 38978)
- Added audio alerts to the Dashboard for KPI alerting. Dashboard Audio Alert for KPI (Work Item 39727)
- Changed the way audio files (prompts and recordings) are handled so they can be played from the Admin Console. Connect Plays Recordings and Voice Prompts in the Admin Console (Work Item 39728)
- Added copy/paste functionality to IM’s on the Web Agent Console. Improved Chat Window in Agent Console (Work Item 39730)
- Removed references to the deprecated Message Router feature. (Work Item 39731)
- Updated logging for IM sessions. (Work Item 39893)
- Updated audio handling to ensure the MCU dialout is canceled when an agent receives a RONA. (Work Item 39948)
- Improved RONA handling to prevent an agent from receiving a RONA after accepting a call due to a prolonged call establishment time. RONAs During Call Establishment (Work Item 39949)
- Updated text for Granularity in reports. Text Changes to Reports (Work Item 40156)
- Improved RONA handling to prevent agents from receiving a RONA due to an infrastructure issue. Agents Will Not Receive a RONA When a Possible Skype Infrastructure Issue is Detected (Work Item 40217)
- Fixed an issue where an agent was not deallocated when a DID call goes to voicemail, preventing the agent from being routed calls for the duration of the voicemail. (Work Item 32947)
- Fixed an issue where abandoned DOD calls are counted as IVR abandoned in reporting. (Work Item 33961)
- Fixed an issue where an agent is removed from a call when a supervisor takes over the call. (Work Item 34874)
- Fixed an issue where re-enqueued calls were placed at the back of the queue after RONAing an agent. (Work Item 35183)
- Fixed an issue that caused old sessions to show as active on the Agent Rescue page. (Work Item 35255)
- Corrected a setting in the Agent table which caused an error when the LoginName was left blank. (Work Item 35449)
- Fixed an issue where the first IM message sent by a customer from an AV call is not displayed in the Web Agent Console. (Work Item 35557)
- Fixed an issue which caused the wrong version number of the WebAPI to be logged. (Work Item 38412)
- Fixed an issue which caused a call to disconnect if a supervisor silent joins a call, disconnects, and then silent joins again immediately. (Work Item 38867)
- Fixed an issue that can cause the Route to Agent by Name node to fail if Enable Route to AD Users? option is selected. (Work item 39035)
- Fixed an issue which removed View permissions when Edit permissions were removed. Removing Edit Permissions also Removes View Permissions on Roles Page (Work Item 39364)
- Updated the RONA notification to specify whether the missed call was an IM or AV call. RONA Notification Indicates if Missed Session Was an IM or AV Call. (Work Item 39379)
- Fixed an issue where when placing a DOD call, the agent’s line would continue ringing after the call was answered. (Work Item 39412)
- Fixed an issue which caused calls to show as on hold when answered from the Web Agent Console. (Work Item 39422)
- Fixed an issue which can cause agents to display as contacts when performing a transfer search. (Work Item 39612)
- Fixed an issue with the Patch Installer logging logic related to SSRS and reports. (Work Item 39634)
- Fixed an issue which could cause an agent to be rung twice. (Work Item 39641)
- Fixed an issue where callers high in the queue were played the Next In Line message. (Work Item 39709)
- Fixed an issue which caused users to receive an Access Denied message. (Work Item 39854)
- Fixed an issue which caused the Dashboard to become unresponsive and display a Service Connection Error. (Work Item 39871)
- Fixed an issue where a consulted agent is disconnected if a supervisor Silent Joins a call and closes the browser window without disconnecting the call. (Work Item 39873)
- Fixed an issue where an agent placing a non-proxied DOD call during their aftercall period may be placed in an available status when the aftercall period expires. (Work Item 39890)
- Fixed an issue where agents did not receive aftercall time when the agent hung up first followed by a post call survey. (Work Item 39932)
- Fixed an issue which prevented agents from seeing all Dispositions or selecting more than one Sub-Disposition. (Work Item 39950)
- Fixed an issue which allowed users with View permissions of Roles to remove permissions of all users. (Work Item 39951)
- Fixed an issue where an agent with a presence of InCall had a utilization of 0. (Work Item 40150)
- Fixed an issue which can cause a Dashboard Oops error if an agent is Termed while they have the Dashboard open. (Work Item 40155)
- Fixed an issue with scheduling an Incoming URI Call Flow Report. (Work Item 40166)
- Fixed an issue with reports which caused an ASP.NET session error. Fix: "ASP.NET session has expired or could not be found" error while running reports (Work Item 40167)
- Fixed an issue which caused the Bulk Edit: Authorization action Replace to fail for agents from different teams. (Work Item 40208)
- Fixed a time discrepancy between Session Search and Reports related to Daylight Savings time. (Work Item 40213)
- Fixed an issue where when transferring to a PSTN of a contact, the contact’s SIP address was used instead of their PSTN number. When transferring to a contact's PSTN, the SIP number is Used (Work Item 40215)
- Fixed an issue with sessions not clearing from the Dashboard. (Work Item 40216)
- Fixed an issue where Termed agents were not showing in Agent dropdown menus for Reports. (Work Item 40241)
- Fixed an issue which caused Agents to RONA if the caller disconnects before the call is established. (Work Item 40471)
- Fixed an issue which caused Contact phone numbers to be unavailable in the Transfer search dropdown menus. (Work Item 40533)
- Fixed an issue where the Dashboard would get an Oops error when the Connect Version could not be retrieved from the database. (Work Item 40733)
- Fixed an issue which prevented an Agent from rejoining a call if they leave or are removed. (Work Item 35413)
- Fixed an issue which prevented the Web Agent Console from closing while in Manual After Call time. (Work Item 35549)
- Fixed an issue which caused a declined call to a Contact to be sent to voicemail. (Work Item 35262)
- Fixed an issue which caused a delay in updating an Agent’s status from the Dashboard. (Work Item 40331)
- Fixed an issue which prevented IMs from passing between the caller and the Agent during a SIP DID call. (Work Item 35238)
- Fixed an issue which caused the Runtime Database purge process to fail. (Work Item 40632)
- Fixed an issue which prevented the Record button from displaying in Firefox and Chrome browsers. (Work Item 38392)
- Fixed an issue which could cause the Primary Agent to be removed from the call when a Supervisor takes over a consulted call. (Work Item 39874)
- Fixed an issue in the Silverlight Agent Console which prevented the Eject Invitee button from working. (Work Item 41055)
- Fixed an issue where an agent ending a call using the Skype Client hang-up button does not disconnect the caller. (Work Item 41154)
- Fixed an issue that caused all incoming calls to be stuck on the Dashboard after the call was re-enqueued. (Work Item 41437)
- General improvements have been made to the Clarity Connect product. (Work Items 39894, 40731, 40535, 38395, 40722, 39855, 40236, 40237, 35191, 38394, 39441)
4.1.18 Cumulative Update (Q4 2019)
The 4.1.18 Cumulative Update includes the latest additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Updated CMP to auto-populate a value of 1826 days for "Number of days to keep recording data" and "Number of days to keep chat transcript data". Please see this KB for more information: Set the Default Number of Days to Keep Recording and Transcript Data. (Work Item 37688)
- Added letters to the keypad in the Web Agent Console. (Work item 38405)
- Made a change to Agent reports which allows data to be aggregated by the hour, helping the reports to run faster. Please see this KB for more information: Agent Reports: Data Aggregation. (Work item 39037)
- Performance improvements were made to Clarity Connect’s logging mechanism for App Insights. (Work item 39195)
- Updates made to the log collector tool. Please see this KB for more information: Connect Log Collector. (Work item 39376)
- Added an option to schedule reports for the previous 3 months. Please see this KB for more information: Schedule Reports for the Previous Three Months. (Work item 39579)
- Added the ability to select BUs and Teams when creating a new queue. (Work item 39725)
- Added the ability to Bulk Edit agent’s roles in a specific BU, team, or group. Please see this KB for more information: Bulk Edit Roles. (Work item 39726)
- Added the ability to show or hide call dispositions and call sub dispositions. Please see this KB for more information: Hiding Call Dispositions and Sub-Dispositions. (Work item 39729)
- Fixed an issue where direct calls were being tagged as Answered and Abandoned. (Work item 34955)
- Fixed an issue where the Synthesized Text in the Queue Phone Hold Messages were not playing. (Work item 38425)
- Fixed an issue which caused the Longest Hold time to be calculated incorrectly. (Work item 38861)
- Fixed an issue which caused a call to end when the second agent transfers a call back to the first agent. (Work item 38868)
- Fixed an issue that causes the Session Search page to display "Server Error" and not show recent sessions. (Work item 38878)
- Fixed issue which allowed an agent to connect to an expired transfer invitation and get stuck in the session. (Work item 38940)
- Fixed issue which caused two agents to be able to log in as each other. (Work item 38990)
- Fixed an issue with Azure AD Federation which made the Admin Console inaccessible after enabling Azure AD authentication. (Work item 39011)
- Fixed an issue where a disconnected call continued to ring agents causing them to receive RONAs. (39026)
- Fixed an issue which prevented an agent from canceling a Consult. (Work item 39033)
- Fixed an issue where Web Gateway chats were not being routed to the proper attendant endpoints. (Work item 39203)
- Fixed an issue which caused Warm Transfers (transfers after a consult) to sometimes fail. (Work item 39223)
- Fixed an issue which allowed a Supervisor to hear an on-hold customer while in Whisper Join. (Work item 39234)
- Fixed an issue where after a Consult, transferring to a PSTN did not remove the original agent. (Work item 39245)
- Fixed an issue where the AV or IM RONA Timeout setting, as configured on the System Configuration page was not applied to Transfer, Invite, or Consult. (Work item 39251)
- Fixed an issue which prevents the Invite to Full Participation button to render after a Consult. (Work item 39377)
- Fixed an issue which caused calls to get stuck in the Queue. (Work item 39384)
- Fixed an issue which prevented the Connect Installer from completing if TLS 1.0 is disabled. See this KB for more information: New Clarity Connect Install Fail When TLS 1.0 is Disabled. (Work item 39388)
- Fixed an issue which prevented the Metrics service from connecting to the WebServer if TLS 1.0 is disabled and the Metrics and WebAPI services are located on different servers. (Work item 39466)
- Fixed an issue that caused dashboard notifications to not clear when the call is answered via a desk phone. (Work item 39480)
- Fixed an issue which caused AD contacts to show as blank in the Transfer search. (Work item 39499)
- Fixed an issue which prevented agents from changing their statuses to Available from the Dashboard. (Work item 39578)
- Fixed an issue which prevented log folders from being created when running the CU Updater on a new instance of Clarity Connect. (Work item 39602)
- Fixed an issue which caused sessions in reports to neither be categorized as Queued or DOD. (Work item 39604)
- Fixed an issue where moving an agent from one team to another did not automatically create an authorization in the new team. See this KB for more information: Moving Agent from One Team to Another Doesn't Automatically Create an Authorization. (Work item 39687)
- Fixed an issue where, if the Web Agent Console is open and an agent placed a direct outbound call (DOD) from the Skype for Business client, the agent hears a double ringing. (Work item 38977)
- Added a security enhancement to prevent cross-sire request forgery. (Work item 39020)
- Fixed the sorting on the Session Search page to include the time as well as the date. (Work item 39032)
- Fixed an issue which prevented direct calls between two agents to complete. (Work item 39193)
- Fixed an issue which caused the Voice Prompt page to load slowly. (Work item 39236)
- Fixed an issue that caused the download of the installation package in CMP to be slow. (Work item 39252)
- Fixed an issue that caused the Call Flow page to load slowly. (Work item 39421)
- Fixed an issue which caused an incorrect Callback Call notification to display in the Web Agent Console after the initial call offer. (Work item 39498)
- Fixed an issue which caused the Override Portal Default box to be automatically checked for IM Hold Details Treatment. (Work item 39601)
- Fixed an issue where setting the Calendar Override hours from 12:00 pm to 12:59 pm displayed AM on the Calendar page. (Work item 39637)
- When retrieving the portal status information, the AgentActivelyTakingCalls value now portrays the number of unique agents that have taken a call in the past 30 days rather than the past 3 days. (Work item 39683)
- Fixed an issue which prevented holidays from displaying on the Calendar. (Work item 39700)
- Fixed an issue which can cause the Portal service to crash. (Work Item 40281)
- General improvements have been made to the Clarity Connect product. (Work items 39500, 39502, 39593)
4.1.17 Cumulative Update (July 2019)
The 4.1.17 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Made improvements to the Dashboard Toast notifications in which the type of call is now shown (ie IM versus AV call). Please see this KB for more information: Call type specific Web Agent Console notifications (Work Item 38620)
- Added “Portal Force Close” as a resource on the Roles page, which will allow the removal of the Portal force Close button for specific roles. (Work Item 38622)
- Made further improvements to Force Close Notification messages on both the Home page and the Calendar page. Please see this KB for more information: Force Close Notifications (Work Item 38650)
- Made improvements to the Overwrite Calendar page in which calendars with active overrides will be highlighted and is now shown in a 12-hour format. Please see this KB for more information: Calendar Overrides (Work Item 38651)
- Made an improvement to the Calendars page in which calendars can now be hidden and unhidden. Please see this KB for more information: Hide Calendars (Work Item 38652)
- Added a feature in which holidays can be set as repeating when creating or editing holidays. Please see this KB for more information: Repeating Holidays (Work Item 38653)
- Fixed an issue in which the Installation Manager would crash when attempting to download the Worksheet directly from CMP (Work Item 32944)
- Fixed an issue in which removing “Mark as Suspended” permissions from roles does not take effect until you also remove it from the Agent Role. Please see KB for more information: Removing a resource from a role does not take effect (Work Item 35617)
- Fixed an issue in which closing the Skype Client Conversation Window would not end After Call and the timer would still run on the Dashboard. (Work Item 37753)
- Fixed an issue in which Federated Customers using Azure AD were unable to delete report subscriptions. (Work Item 37859)
- Fixed an issue in which Agents were unable to see all IM Prompts if the list of prompts was very long. (Work Item 38012)
- Fixed an issue in which the Connecting Screen hangs after clicking Accept, resulting in the Agent receiving a RONA. (Work Item 38024)
- Fixed an issue in which the installation would fail if the Website and Specific Server URLS were configured to be the same in CMP. (Work Item 38549)
- Fixed an issue in which the Report Scheduler pulls reports for 8 days rather than 7 when scheduling weekly reports. (Work Item 38551)
- Fixed an issue in which Federated Customers were unable to search Internal Contacts. (Work Item 38617)
- Fixed an issue in which Agents get stuck in “InIMCall” after the post-call survey. (Work Item 38619)
- Fixed an issue in which the Dashboard Logging tool stayed green after clicking it. (Work Item 38846)
- Fixed an issue in which the WebAPI logs were continually being re-zipped and added to the original zip file. (Work Item 38870)
- Fixed an issue in which the Dashboard was intermittently freezing. (Work Item 38887)
- Fixed an issue where the March 2019 CU rollback caused an error. (Work Item 38632)
- General improvements have been made to the Clarity Connect product (Work Items 38919, 35642)
4.1.16 Cumulative Update (May 2019)
The 4.1.16 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Added a new feature, Extra Item Pop Up, which allows the URL set within an Extra Item to automatically launch in a new window when an Agent answers a session. See this KB for more information on configuring this feature: Extra Item Pop Up (Work Item 37790)
- Added a button on the Dashboard that allows Agents to easily gather Dashboard and Skype SDK logs. See this KB for more information on configuring and using this feature: Enabling Dashboard Console Logging (Work Item 38018)
- Made further improvements to call flow editing functionality to allow users to edit unpublished revisions of call flows (Work Item 38404)
- When creating a disposition, a sub-disposition labeled “Default” is now also created (Work Item 38011)
- Fixed an issue in which outbound proxied calls were being dropped after applying the Skype for Business January 2019 CU. This fix is included in the Agent Rerouter 4.0.5 installation package (Work Items 38281, 38336)
- Fixed an issue in which Agents were getting stuck in DirectOutbound status when calling another proxied Agent (Work Item 35484)
- Fixed an issue in which the Agent Bulk Import page was not validating search text and creating dead links (Work Item 35474)
- Fixed an issue in which calls in After Call status remained under the Active tab on the Dashboard instead of the All tab (Work Item 35545)
- Fixed an issue in which the “Edit” and “View” permissions in the Administrator role were not showing the Access Denied page if they were removed (Work Items 35552, 35553)
- Fixed an issue in which the text “Is typing” was covering the actual IM message in the Web Agent Console during IM sessions (Work Item 35781)
- Fixed an issue in which the IM hold message would state “There are -1 people ahead of you” (Work Item 37677)
- Fixed an issue in which retrieving Portal Status would generate incorrect dates (Work Item 37693)
- Fixed an issue in which reports were unable to be scheduled using the Excel format (Work Item 37696)
- Fixed an issue in which putting in a calendar override was not taking effect immediately (Work Item 38025)
- Fixed an issue in which the WebAPI would stop responding when refreshing its configuration from the database (Work Item 38389)
- Fixed an issue in which callers dialing an incoming URI that was similar to an Agent’s number were getting routed incorrectly. See this KB for more information (Work Item 38399)
- Fixed an issue in which Agents were getting stuck in In IM Call status if the queue’s after call time was set to zero (Work Item 38410)
- Fixed an issue in which DTMF tones were not being accepted by a caller’s IVR system (Work Item 38492)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 35482, 35613, 37674)
4.1.15 Cumulative Update (March 2019)
The 4.1.15 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- When placing Direct Outbound calls from the Web Agent Console, phone numbers with “(“ or “-“ will be converted to the proper format (Work Item 35434)
- Added the ability to delete the values in the “ACS_Autodiscover_User_URL” and “ACS_Autodiscover_XFrame_URL” fields (Work Item 35618)
- Added the ability to select whether call transfers be sent as attended or unattended (Work Item 35778)
- Fixed an issue where Teams with no Agents resulted in a Dashboard with no metrics (Work Item 25655)
- Fixed an issue where the original Agent was heard on the line for a few seconds after a call is transferred to a second Agent (Work Item 35131)
- If two users are trying to edit the same call flow at the same time, a message will now appear warning them that another user is editing the same call flow (Work Item 35196)
- Fixed an issue in which the Agent Status Report was not showing the correct Unavailable time (Work Item 35402)
- Fixed an issue in which callbacks were not calling the customer back and Agents were not hearing any audio (Work Item 35406)
- Fixed an issue in which the ETL_DaysToKeepChatTranscriptData setting was not honoring the value set and not purging Chat Transcript Data (Work Item 35547)
- Fixed an issue where missed Direct Inbound Proxied calls were shown as RONAs in the Session Data Report (Work Item 35523)
- Fixed an issue where calls were being taken off hold after Agents cancelled a consult invite (Work Item 35524)
- Fixed an issue where renaming an Agent caused the Agent’s name to be improperly displayed in the Agent Call Report (Work Item 35544)
- Fixed an issue where the Voicemail button was not an option in the transfer menu if the contact was not on the same SIP domain as the Agent (Work Item 35657)
- Fixed an issue in which pressing the Manual After Call immediately after ending a call did not put the Agent into Manual After Call (Work Item 35773)
- Fixed an issue in which re-enqueued calls were not triggering after call surveys (Work Item 35774)
- Fixed an issue in which long lists of sub-dispositions were being cut off from view (Work Item 35776)
- Fixed an issue in which DTMF tones were not being proxied on Direct Outbound proxied calls (Work Item 35780)
- Fixed an issue in which Agents were being put into a busy status after ending Manual After Call (Work Item 37675)
- Made functionality and data calculation improvements to the Agent Data Report (Work Item 35782, 37782)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 35235, 35270, 38013, 38333)
4.1.13 Cumulative Update (November 2018)
The 4.1.13 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Added clickable links in the Remote Agent Experience screen within the Skype for Business client. (Work Item 35536).
- Fixed an issue in which calendars were not displaying Holidays properly if they spanned into the new year. (Work Item 34896)
- Fixed an issue in which Agents were unable to accept an incoming session and received a RONA. (Work Item 35054)
- Fixed an issue in which the Portal services would get stuck when shutting down at the same time on multiple application servers. (Work Item 35096)
- Fixed an issue in which the “Add” button was erroneously clickable in the View Mode of a call flow. (Work Item 35260)
- Toggling the ACS_HideRecordButton setting to “true” no longer hides the entire “More Controls” dropdown. (Work Item 35412)
- Fixed an issue in which switching to a Reason Code did not end Manual After-Call. (Work Item 35512)
- Fixed an issue in which the previous day’s Connect logs were zipping empty log files. (Work Item 35521)
- Fixed an issue in which the Queue Level Report was not showing the correct data for the All Queues Summary section. (Work Item 35531)
- Fixed an issue in which an error message was displayed after changing the setting M_DataRetentionPeriodInDays. (Work Item 35534)
- Fixed an issue in which the Queue Session Report did not have a TimePeriod drop down in the Report Scheduler. (Work Item 35548)
- General fixes and reliability improvements were made to Clarity Connect. (Work Item 34050, 35351, 35436, 35576)
4.1.12 Cumulative Update (September 2018)
The 4.1.12 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Web Gateway now supports special characters within both the customer chat box and Agent chat box. (Work Item 35095)
- The Patch installer will automatically display additional instructions for applying Cumulative Updates when necessary. For an example of what these instructions will look like, please see this KB: CU Release Special Instructions (Work Item 33502)
- Empty queue and IM hold messages were causing unnecessary exceptions in the Portal Debug logs. (Work Item 28291)
- Fixed an issue which prevented a user from adding URLs to the WebAPI whitelist that do not start with http:// or https://. (Work Item 34921)
- The Agent Data Report was showing 1 minute as 00:60 instead of 01:00. (Work Item 34954)
- Fixed an issue where the Background Message Node did not stop playing when another voice prompt started. (Work Item 34960)
- Fixed an issue that caused cleared sessions to appear as both “Answered” and “Abandoned” on reports. (Work Item 34976)
- Fixed an issue that caused an error to popup when clicking on the Salesforce Lookup Node in the call flow editor. (Work Item 35061)
- Fixed an issue where accepting a second audio call would cause abnormal behavior when placing the first audio call on hold. (Work Item 35293)
- Fixed an issue with the End Call button not working when the Dial Pad is open. (Work Item 35352)
- General fixes and reliability improvements were made to Clarity Connect. (Work Item 34049, 34051, 34053)
4.1.11 Cumulative Update (July 2018)
The 4.1.11 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Implemented Metrics Service changes to allow for GDPR compliance. Additional information can be found here: GDPR Compliance (Work Item 35256)
- If an Attendant SIP URI is unreachable, the Web Agent Console will randomize the order of a pipe-delimited list and iterate through them until it can connect to one. (Work Item 34963)
- The RouteToAgentByName node can now be configured to only pull information from the current user’s Organizational Unit. (Work Item 35047)
- Unnecessary errors no longer appear in Agent Rerouter logs if an Agent’s Phone Number field is set to “NOTSET”. (Work Item 30529)
- Improvements have been made within the Salesforce lookup nodes to reduce the delay when performing a lookup with multiple entries. (Work Item 31277)
- Fixed an issue in which log files were not zipping up at the end of the business day. (Work Item 32719)
- CMP now allows for port number sharing within the same instance on multiple application servers. (Work Item 34670)
- Fixed an issue in which URL ACL reservations were not being added by the installation manager for the RTDA Port, causing the Dashboard to load incorrectly. (Work Item 34952)
- Fixed an issue in which Agents were receiving IM chats even though they were not assigned any skills. (Work Item 35186)
- The Global Language setting will now pass through all nodes. (Work Item 35358)
- CMP now allows each Application Pool to be configured with its own web domain. (Work Item 32890)
- Fixed an issue in which Agents were unable to cancel a Queue Consult. (Work Item 35363)
- Fixed an issue in which StageCallFlowNode records were not being deleted. (Work Item 29053)
- General fixes and reliability improvements were made to Clarity Connect. (Work Item 35132, 35268, 35097, 35223, 35447)
4.1.10 Cumulative Update (May 2018)
The 4.1.10 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Implemented limits to number of active Agents (up to 600) and active Queues (up to 100) that can be configured (Work Item 34169)
- Implemented additional settings and features for Azure Application Insights (Work Item 34856)
- Implemented a new setting to disable automatic Integration lookups for Direct Outbound calls (Work Item 35187)
- Selecting dates in reports would inverse the month and day when the values were between 1 and 12 in servers set to the Canadian region (Work Item 34251)
- When searching for an Agent in the transfer screen, some Agents were showing up as contacts due to a case-sensitive match (Work Item 34309)
- When an invited Agent or contact declines an escalation, they will now be removed from the session (Work Item 34534)
- The Screen Pop URL node was showing zero if the URL was too long (Work Item 34535)
- Report Scheduler was failing when trying to save a new subscription (Work Item 34705)
- Fixed an issue in which the supervisors were unable to add or see new notes for a call (Work Item 34733)
- The Callback IVR was failing when a callback was requested during hold messages (Work Item 34739)
- Pinned contacts were disappearing when the Transfer search was cleared or the Pinned Contact changed their status (Work Item 34873)
- After upgrading from 4.0 to 4.1, duplicate entries in the Config table were causing Admin Console errors (Work Item 34893)
- Fixed a delay when connecting IM sessions in the Web Agent Console (Work Item 34940)
- Doing a Hard Presence Reset was not recreating the subscriptions for all Agents (Work Item 34959)
- Calls were creating multiple Dashboard toast notifications if the call was answered in the Skype for Business client (Work Item 34973)
- Agents were getting stuck in “Ringing” status on the Dashboard when placing Direct Outbound calls (Work Item 35092)
- PSTN Callbacks were not routing to Agents (Work Item 35241)
- General fixes and reliability improvements were made to Clarity Connect (Work Items 32374, 34691, 34730, 35057, 35062, 35133)
4.1.9 Cumulative Update (March 2018)
The 4.1.9 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Added a new version of the WebGateway Installer (1.2.0) which can be used to install WebGateway on servers using IIS 10. (Work Item 33770)
- Added a new feature called “Internal Contacts” which is used to configure common contacts the Agents use to transfer to (Work Item 34313)
- Added additional logging to enhance the tracking of code execution (Work Item 34316, 34318)
- Added the ability to send the current URL the customer is on to the Web Chat as an Extra Item (Work Item 34352)
- Added a DTMF dial pad for calls that are originated from the Web Agent Console (Work Item 34599)
- Enhanced the behavior when an Agent receives a Direct Call while in a Queued Call to add a configurable setting to lower ringing volume (Work Item 34728)
- Added a button on the Big Board to show up to 24 Queue boxes across the entire screen (Work Item 34849)
- Added a setting ACS_DisableRingEverywhereForDID which allows DIDs to behave the same as queued, respecting the Agent profile setting (Work Item 35052)
- Agent’s presence color was not updating correctly for IM sessions on the Web Agent Console (Work Item 30055)
- Removed Agent’s participant endpoint from the audio route when connecting the Callback caller to the call (Work Item 33357, 33638)
- Agent Finder was routing old closed sessions (Work Item 33710)
- Web Agent Console was not properly processing DODs when ProxyDODForHighLatency was turned on (Work Item 33717)
- Installation Manager was looping on applying features on Windows Server 2016 machines due to the new Windows Desktop Experience feature (Work Item 33827)
- When an invited Agent declines a consult, an exception was thrown in the Portal logs (Work Item 34258)
- Component Logs were not being generated (Work Item 34357)
- Session that were escalated from IM to Audio were not being recorded (Work Item 34528)
- Calls longer than 10 minutes were sending Agents straight to an Available status, ignoring After Call (Work Item 34669)
- Dashboard shows {{vm.vmodel.labels.connecting}} message after closing or refreshing the Web Agent Console during a call (Work Item 34710)
- Agent was continuing to hear ringing sound if the customer hangs up while in the Callback IVR (Work Item 34717)
- Agent Finder was not treating the Busy status correctly if the Agent changed their status to Busy during AfterCall (Work Item 34731)
- Session Data Report was not portraying abandoned calls (Work Item 34813)
- The IVR was unnecessarily treating an IVR transfer as an attended (consultative) transfer as opposed to an unattended (blind) transfer (Work Item 34814)
- Supervisors were not receiving notifications in the Web Agent Console after using the Take Over action (Work Item 34872)
- "My Service Level” was not being shown on the Agent Summary Card (Work Item 34890)
- Away Reason Code Report was not populating the correct data (Work Item 34891)
- When “Require Call Notes” was enabled, Agents were unable to close session if they did not put in call notes (Work Item 34892)
- Passive Endpoints were not being deleted from the Endpoints table if an active/passive service crashed or was not shut down correctly (Work Item 34943)
- Web Agent Console was not ending sessions properly when an Agent was in multiple sessions (Work Item 34974)
- General fixes and reliability improvements were made to Clarity Connect (Work Items 33966, 34708, 34919, 35034)
4.1.8 Cumulative Update (January 2018)
The 4.1.8 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- General improvements to Supervisor Take Over metrics (Work Item 32370).
- The version of Clarity Connect is now written in Clarity Connect log files upon service start up and each time a new log is created (Work Item 33066).
- Added a new node for string manipulation from an extra item such as trim specific characters from left to right which can be saved in existing or another extra item (Work Item 33865, 34932).
- Added a system configuration setting that, when enabled, will filter the bulk import results by AD Organizational Unit (Work Item 34057).
- Non-permanent data such as session data and agent statuses in runtime database will now be kept for 30 days for new installations, however it can be configured later via DaysToKeepRuntimeData setting (Work Item 34058).
- The Report Scheduler is now restricted by Instance name which ensures multiple customers cannot see each other's subscriptions when hosted on the same SSRS server. This requires multi-tenant customers to re-create their subscriptions (Work Item 34139).
- General code improvements (Work Item 34160).
- The callback logic now attempts to use the endpoint that was originally called to establish a call to the customer. This allows Clarity Connect to display the number that was originally dialed (Work Item 34703).
- Agents can now be configured to use Silverlight Agent Console via the Agent Profile page or the Bulk Edit page if the configuration setting is enabled (Work Item 34715).
- Agents were missing in Reports on some occasions (Work Item 28455, 33565).
- Missed call notifications did not include the queue name (Work Item 32140).
- Proxy direct calls were disconnecting after 10 minutes in some occasions (Work Item 32712).
- The HTML5 Dashboard view was broken when long metric names were listed (Work Item 32849).
- Agents were unable to transfer IM sessions to another agent who was already allocated a different IM session even if their utilization allowed it (Work Item 33563).
- Agents could not hear ringing when placing a callback (Work Item 33707).
- The Clarity Connect Console was missing some agent information (Work Item 33791).
- The Clarity Connect Console Transfer Search did not populate all users' URIs in the drop-down menu (Work Item 33808).
- The Agent Details tab on the Queue page displayed an Access Denied message on some occasions (Work Item 33857).
- The Queue Tear-Off view refreshed to Today's Overview page after five minutes (Work Item 33901).
- The Clarity Connect Console did not present complete session and After Call Work information on some occasions (Work Item 33919, 34729, 34809).
- When a Supervisor took control of a call, the More Control tooltip would get stuck (Work Item 34161).
- A transfer notification would display in the Clarity Connect Console if the agent had been previously consulted (Work Item 34162).
- The Clarity Connect Console Notes window would close when switching between active IM sessions (Work Item 34163).
- On some occasions, if a call was answered via the Clarity Connect Console, it would remain on hold (Work Item 34166).
- The administrative website now displays a notification if a used voice prompt should be archived (Work Item 34226).
- If a supervisor silent joined after whisper joining a session, IM messages could still be seen by the agent (Work Item 34253).
- The Direct Outbound search box in the Clarity Connect Console did not display additional contact information in teh drop-down menu (Work Item 34294).
- The Session Details page now opens in a new tab (Work Item 34312).
- The Clarity Connect Console displayed a Skype for Business IM message when a session was answered (Work Item 33836).
- Refreshing a contact status in the Clarity Connect Console cleared Pinned Contacts (Work Item 34315).
- Pinned Contact statuses did not update (Work Item 34359).
- The microphone and speaker icons were swapped on the Clarity Connect Console (Work Item 34732).
- Web Gateway chats did not send customer's preliminary information (Work Item 34694).
- Transfers to invited or consulted contacts failed on some occasions (Work Item 34700).
- Supervisors could not be invited into sessions if already joined and barged in (Work Item 34721).
- The Session Data Report displayed duplicate rows for abandons and direct calls (Work Item 34812).
- Direct outbound session after call did not trigger (Work Item 34572).
- Supervisors could not eject the original agent after taking over a session (Work Item 34824).
- Supervisors were not able to perform session takeover after barging in (Work Item 34826).
- In some cases, a session's final agent was not assigned an after call status (Work Item 34876).
- General fixes and reliability improvements where made to Clarity Connect (Work Items 33822, 33967, 33968, 33974, 34702, 34707, 34810, 34870, 34878, 34946).
4.1.7 Cumulative Update (November 2017)
The 4.1.7 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Clarity Connect applications may now use Azure Active Directory for user authentication (Work Item 33542).
- Customers or partners can enable Azure AD configuration in CMP, which seamlessly creates the Clarity Connect instance for Azure AD (Work Item 33976, 34261).
- Salesforce Premium licensing is automatically validated against CMP (Work Item 33936).
- The Salesforce CTI ETL process now purges and archives Session Export data (Work Item 33938).
- Salesforce CTI handles missing or oversized recording files more efficiently (Work Item 33962).
- The sub-disposition drop-down menu in the Console is easier to read (Work Item 34155).
- Call flow editor drop-down menu options are now alphabetized (Work Item 34156).
- Agents can now view session data in the Console before the session connects (Work Item 34170).
- Logging for playing a prompt when forwarding from a queue was added (Work Item 34256).
- Agents did not appear in the Silverlight Dashboard (Work Item 32266).
- The Queued dashboard metric calculation excluded pending callbacks (Work Item 32276).
- Direct outbound dials and direct inbound dials were not listed in Session Search results (Work Item 32965).
- When editing call notes on a completed session on the administrative website in Internet Explorer, pressing the Enter key inserted a space instead of a line break (Work Item 33126).
- Calls displayed as queued even after being answered by an agent (Work Item 33542).
- Direct inbound dials and direct outbound dials did not appear in the Session Data Report (Work Item 33695).
- An unanswered Consult to Contact or Invite to Contact resulted in the agent receiving a RONA (Work Item 33804).
- Forwarding settings were preserved from the previous queues when a call was placed on hold prior to being re-enqueued (Work Item 32885).
- Abandoned or transferred IVR sessions did not display chat transcripts when IVR recording was enabled (Work Item 33029).
- When an agent invited another agent into a call, the call automatically declined an escalation if media was not supported in browser (Work Item 33470).
- The SLA on the HTML5 Dashboard was not calculated using the same formula as the SLA on the Silverlight Dashboard (Work Item 33752).
- If an invited PSTN contact ended the call, the original agent's call controls did not update in the Console (Work Item 33772).
- Agents could invite or transfer to a supervisor who was already silent or whisper joined to a session (Work Item 33828).
- Clarity Connect did not create a new session participation record for a supervisor who silent joined and then whisper joined a session (Work Item 33838).
- Agents were not automatically logged into the Console (Work Item 33896).
- Agent Finder errors caused log errors and caused agents to be stuck in After Call Work. (Work Item 33920).
- The Session Data Report did not accurately count direct calls and IVR abandons from upgraded environments (Work Item 33935).
- Search logic was inconsistent across the Agent Profiles page, Agent Rescue page, and Agent Authorizations page (Work Item 33947).
- In some cases, an agent’s status went directly from ringing to After Call Work (Work Item 33954).
- Queue Hold messages that were too long resulted in an error on the administrative website (Work Item 34056).
- Hold messages continued to play on queued calls after being answered by an agent (Work Item 34066).
- Proxied agents called by other proxied agents remained stuck in direct outbound dial status (Work Item 34154).
- The caller remained on hold during an IM session after an agent declined the transfer (Work Item 34164).
- When a supervisor disconnected after silently joining the session, the session ended (Work Item 34227).
- Reverting to Clarity Connect 4.1.6 from 4.1.5 broke the Console (Work Item 34242).
- In some cases, the UI locked when an agent ended a session (Work Item 34245).
- Unauthorized users were able to download recordings and prompts (Work Item 34255).
- Direct outbound dial toast messages did not display long enough for the agent to end the session, if desired (Work Item 34257).
- Some log entries displayed as Error instead of Debug (Work Item 34270).
- Some PhoneHold Treatment changes were not accurately reflected on the Advanced Settings page (Work Item 34308).
- In some cases, the Portal service incorrectly generated AllowForwarding errors for queued calls (Work Item 34311).
- Instead of a German phrase, a French phrase displayed in the Console (Work Item 34360).
- When an invited agent or joined supervisor disconnected from a call using the Skype for Business client, the agent or supervisor remained connected to the IM session (Work Item 34364).
- The Hold button was disabled for the primary agent when another agent was invited to a session through a consult (Work Item 34370).
- The messages shown to an agent after accepting an invite or consult were reversed (Work Item 34372).
- Agents' RONA and Total Session metrics displayed incorrect values on the Console (Work Item 34529).
- When a consulted agent left a session, the customer received an IM stating, “Invited agent left the conversation” (Work Item 34704).
- The caller remained on hold after the agent invited a second agent into the session (Work Item 34571).
- During high call volume, the Dashboard failed to update or open new sessions and stopped responding (Work Item 34314).
- Whisper joins displayed as silent joins and silent joins displayed as whisper joins (Work Item 34371).
- General fixes and reliability improvements were made to Clarity Connect (Work Items 31138, 33715, 33718, 33729, 33773, 33792, 33793, 33806, 33820, 33885, 33948, 33983, 34250, 34254, and 34698).
4.1.6 Cumulative Update (September 2017)
The 4.1.6 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Added Event Logging and Performance Counters for the Connect Metrics service (Work Item 32467).
- Removed Portal Drain button from the Admin Console. Portal service now drains automatically when shutting down (Work Item 32908).
- Added the ability to select and copy text from the Console (Work Item 32560).
- Call transfer IM notifications for customers can now be displayed in the Agent's language (Work Item 33789).
- Added Connect version number to Reports, which will be updated each time the report in question is improved (Work Item 33008).
- Implemented a new KPI Alert for a percentage of Agents Available in a Queue (Work Item 33290).
- Calls were not forwarding from Queue Hold, even though forwarding was enabled (Work Item 34240).
- Voice Prompts and Recordings were not playable from Admin Console if stored on a network share (Work Item 34243).
- Admin Console was sometimes not able to load after rollback to 4.1.5 (Work Item 34242).
- Console Session Card was not updated when a Session was cleared from the Agent Rescue page (Work Item 32559).
- Transfer to Voicemail button was offered for all agents in the Console, including the ones without an active Voicemail. This is now configurable per each agent’s profile (Work Item 33262).
- Session Card details were not consistently shown in the same place for each call within the Console (Work Item 33644).
- Agents would occasionally appear as „stuck“ in sessions on the Agent Rescue page, even though the sessions were completed (Work Item 32920).
- Prompt Transfer node was missing from the Call Flow nodes list (Work Item 32954).
- Dashboard Template Assignment window was only showing the first ten results (Work Item 33005).
- Console buttons did not update correctly when a Session with no After Call was completed (Work Item 33866).
- Agents’ names were missing from the Customer History section in the Console (Work Item 33987).
- Session Data Report was showing all Groups, not just the Active Groups (Work Item 32212).
- Queues that were not associated with a Team were excluded from Report filters (Work Item 32711).
- Dashboard Templates page was not consistently showing all available templates (Work Item 32223).
- Call Flow Coalesce node would play duplicate messages if a caller would iterate through the node twice (Work Item 32714).
- Users were unable to modify Queue skills if a skill name exceeded thirty-five characters (Work Item 32781).
- ReEnqueued calls would preserve Queue Forwarding settings from the initial Queue (Work Item 32833).
- Queue Depth KPI Alert would sometimes get triggered falsely (Work Item 32869).
- When a user would edit an existing Queue or Team override, the edit screen would auto-select a different Queue or Team than the override (Work Item 32911).
- Check Config Call Flow node was not case insensitive (Work Item 33068).
- Instant Messages escalated to AV in the Survey flow would ring the Agent (Work Item 33130).
- The HTML5 Dashboard was not showing agent utilization correctly (Work Item 33132).
- An agent's Skype for Business client would continue ringing for a session where the caller already requested a callback (Work Item 33310).
- Some CSV Report exports would show generic column names rather than meaningful names (Work Item 29901).
- A user was not always notified if a change was not saved when modifying Config Overrides (Work Item 33325).
- An agent was portrayed as stuck in Ringing if a caller would request a callback when the agent was already allocated to the session (Work Item 33456).
- A supervisor who declined a Silent/ Whisper call join was not able to re-join the session (Work Item 33468).
- A ReEnqueued session was using the initial queue Survey settings. Now, a caller will be able to request the Survey separately in the new Queue (Work Item 33559).
- Holiday calendar was not respecting the configured Time Zone (Work Item 33768).
- HTML5 Dashboard was sometimes incorrectly changing the color indicators in Team View (Work Item 33769).
- Incoming URI Call Flow Report did not calculate Transferred Subtotal percentage correctly (Work Item 33782).
- When a caller would iterate through the same Prompt Call Flow node multiple times, the IVR would always route to the Default node (Work Item 33812).
- Agent Bulk Edit page would sometimes show a Server Error (Work Item 33813).
- Incoming calls to the IVR would sometimes experience a delay in geo-dispersed deployments (Work Item 33839).
- Agents would sometimes remain stuck in the After-Call status (Work Item 33898).
- Agent State Detail report was sometimes showing duplicate rows for Reason Codes (Work Item 33928).
- ASA metric was incorrectly including non-queued sessions in Interval Session and Queue Session reports (Work Item 33932).
- Introduced consistency to Agent name formatting within reports. With the change in place, an agent's name will show as „FirstName LastName“ (Work Item 33933).
- Queue Call Detail Report column sizing was sometimes incorrectly rendered in Chrome (Work Item 33934).
- Agent Bulk Edit page would sometimes respond slowly when users were selecting agents (Work Item 33814).
- Agent Utilization did not include non-primary Session participations (Work Item 33957).
- Web Gateway Chat lost compatibility with Chrome version 60 (Work Item 33990).
- The delete button was missing from the API Management/Clients tab in Internet Explorer (Work Item 33829).
- Multiple reporting improvements and corrections (Work Item 33656, 33657, 33662, 33714, 33719, 33745, 33753, 33755).
- Inbound calls were intermittently dropped in high call volume environments (Work Item 33831, 33873).
- Inbound calls were intermittently dropped in high call volume environments (Work Item 33831, 33873).
- Agent Bulk Import site did not prevent users from adding duplicate agents (Work Item 30580).
- Session Diagnostics page was cutting off text if the content was too long to display. Now the full text will be available on hover (Work Item 33267).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32816, 33925, 33975, 33623, 33738, 33740, 33742).
4.1.5 Cumulative Update (July 2017)
The 4.1.5 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Implemented support for Operator agents, adding the ability to directly use the Transfer Search screen (Work Item 33020).
- Added Event Logging and Performance Counters for the Connect Portal service (Work Item 32466).
- Added the ability to localize some system Instant Messages sent to agents and customers. Supported languages are: English, Croatian, French and German (Work Item 29776).
- Changed the call notification on the Console to better reflect the type of call, for example, IM session, audio call, consultation, transfer, etc. (Work Item 33275).
- Added notifications for Supervisors when a Silent/ Whisper Joined call ends (Work Item 33499).
- An agent is able to view the chat transcript of prior customer interactions through the Console (Work Item 33721).
- Added more details for tracking calls that come in outside of business hours (Work Item 31691, 32839).
- Added a Global Configuration setting to allow administrators to disable the Report Scheduler feature (Work Item 33650).
- Primary agent is able to flag a session for sending the IM transcript once the conversation is completed (Work Item 32285).
- Existing agent authorizations now apply to the Instant Message transcript history (Work Item 30121).
- Added support for evaluating the SQRT(X) function within the Call Flow DoMath node (Work Item 28268).
- Removed support for Web API version 1 and moved to version 2 (Work Item 33423).
- Agent Finder logging improvements (Work Item 32338).
The following issues have been resolved.
- Direct Outbound proxy calls were not showing in Reports (Work Item 33697).
- The number of participants within the Console did not update correctly (Work Item 32558, 33222).
- Sometimes an agent would hear the ringing sound, even though the call was answered (Work Item 32934).
- Session Card within the Console did not always refresh after a call was terminated (Work Item 33109).
- Informative messages were sometimes showing as errors on the Console (Work Item 33136).
- The Console allowed users to receive sessions from other Connect instances (Work Item 33289).
- Pinned contacts will show in the Remote Dashboard even if the agent is not signed into the Console (Work Item 33355).
- An agent was able to click the Accept button multiple times, sometimes resulting in RONA or errors (Work Item 33497).
- After Call was expiring early if the agent would hang up a call right after the customer has hung up (Work Item 33531).
- Direct Inbound proxy calls did not go to the agent's voicemail if he or she was signed into the Console only (Work Item 33582).
- Sometimes an agent's Console would show an incoming call as Connecting even though it was not answered (Work Item 33642).
- Direct Outbound proxy call duration was periodically resetting to zero and starting over on the Dashboard (Work Item 33696).
- Corrected and improved After Call handling for Direct inbound and outbound proxy calls (Work Item 33698).
- A missed call would sometimes appear as answered on the Console (Work Item 33704).
- Sometimes Call Dispositions and Sub-dispositions would not show for all sessions in the Reports (Work Item 28357, 32775).
- Active and Desactive buttons were swapped when observing the Console in French (Work Item 33646).
- Away Reason Codes did not show on the HTML5 Dashboard (Work Item 30403).
- Agents were unable to scroll through all available Away Reason Codes on the HTML5 Dashboard (Work Item 30470).
- Estimated Queue Wait time would never go above one minute, regardless of the call volume in the contact center (Work Item 31283).
- Portal would sometimes stop routing calls in a high call volume environment (Work Item 32175).
- Supervisors were not able to record IM sessions, regardless of their authorizations (Work Item 32324).
- An agent was able to act both as a caller and agent during the same session (Work Item 32734).
- Incoming Uri Call Flow Report did not show Call Flow revision numbers (Work Item 32812).
- Queue Session Report was showing incorrect Max Queue Time (Work Item 32832).
- Session Data Report RONA column was showing the agents' ID instead of name (Work Item 32848).
- KPI Alerts were not filtering notifications based on Business Unit restrictions (Work Item 32868).
- ASA within the Interval Report was not calculated correctly (Work Item 32880).
- Offered Session Report was not showing on the Admin Console by default (Work Item 33053).
- Away Reason Code Report was not showing any Reason Code columns (Work Item 33152).
- Reports were showing incorrect times for durations longer than 24 hours (Work Item 33214).
- Report list would overflow in the Admin Console if there were more than 26 reports (Work Item 33241).
- Agent Data Report was showing time duration in different formats (Work Item 33319).
- Queue abandoned sessions were showing zero queue time in the Call Detail Report and Session Data Report (Work Item 33328).
- Call Detailed report was improved to include queue abandoned calls and renamed to Queue Call Detail Report (Work Item 33331).
- Session Data Report was showing zero time for IVR abandoned sessions (Work Item 33337).
- Agent Hours Report was calculating Work Time incorrectly (Work Item 33393).
- Away Reason Code Report was showing an inflated value for Logged in time (Work Item 33419).
- Away Reason Code report was sometimes showing values larger than the interval that is being tracked (Work Item 33421).
- The Console was showing Direct Outbound Dial (DOD) Contact Search even though the agent was fully utilized (Work Item 33430).
- Away time was differently calculated between Away Reason Code Report and Agent Hours Report (Work Item 33448).
- Queue Report was including other session modalities (IM, MSG) rather than just AV calls (Work Item 33502).
- The HTML5 Dashboard would occasionally show old metrics during high server load (Work Item 33503).
- Interval Report was including other session modalities (IM, MSG) rather than just AV calls (Work Item 33506).
- Direct Outbound proxy calls did not appear in the Session Search (Work Item 33561).
- Service Level percentage in reports was sometimes showing 0% by default, rather than 100% (Work Item 33609).
- Placing a caller on hold before inviting an agent did not join the caller to the conference (Work Item 33661).
- Multiple Report improvements and corrections (Work Item 32945, 33006, 33153, 32795, 33154, 33334, 33373, 33420, 33428, 33440, 33546, 33610, 33654, 33701, 33759).
- A caller could briefly hear a consulted agent as they leave the call (Work Item 33708).
- The Console would not update the agent’s interface once Clarity Connect has recovered from a connection lost (Work Item 33709).
- A Supervisor would not be presented with Silent and Whisper Join links in the Console Mini Session Card for a team different than their own (Work Item 33726).
- A Supervisor would not be presented with Take Call button in the Console Mini Session Card for a team different than their own (Work Item 33728).
- Sometimes reports would show an agents name without space between their first and last names (Work Item 33758).
- An agent was unable to put the caller on hold during a Direct Inbound Proxy call (Work Item 33807).
- Call flow DoMath GetLastDigits function would trim the first X digits rather than returning the last X digits (Work Item 33422).
- British Summer Time was not included in reports in the first week of the Daylight Saving time (Work Item 33530).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32301, 32794, 32804, 32906, 32918, 33092, 33218, 33234, 33263, 33265, 33285, 33332, 33335, 33340, 33342, 33417, 33458, 33460, 33462, 33471, 33488, 33520, 33622, 33634, 33639, 33641, 33723, 33783, 32604, 33735).
4.1.4 Cumulative Update (May 2017)
The 4.1.4 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- The Loading screen is presented to the agent while a Session is connecting through the Clarity Connect Console (Work Item 33209).
- Clarity Connect Console performance improvements (Work Item 33204, 33276, 33307, 33112).
- Added the Clarity Connect Report Scheduler (Work Item 33292).
- Improved notifications for the agents and Supervisors within the Clarity Connect Console (Work Item 33392, 33404, 33405, 33415, 33481, 32913, 33110, 33111, 33115).
- Added a link on the Dashboard leading to the Online Documentation site for Connect (Work Item 32334).
- Direct Outbound Calls from the Console now present a Ringing notification and sound, as well as a Cancel button (Work Item 33367, 33377, 33370).
- Added a button to the Transfer Search screen to update the status of pinned contacts (Work Item 33407).
- Patch installer is now showing a notification when downtime is required (Work Item 32333).
- Agents appear in report filters based on Business Unit authorizations, including Termed agents, unless marked as "Exclude from report" (Work Item 30592).
- Ending support for Microsoft SQL Server 2008 R2 (Work Item 33324).
- All additional participants are now fully disconnected once a call is ReEnqueued (Work Item 32763).
- Added the ability to force an In-Place upgrade within the Patch Installer (Work Item 33535).
The following issues have been resolved.
- A caller was unable to use DTMF tones to navigate through the agent's voicemail if the agent had Direct Proxy Calls enabled (Work Item 33316).
- An agent was receiving a Transfer failed notification if another agent has declined a Consultation/ Invitation (Work Item 33329).
- Patch Installer was sometimes stuck on Waiting for all services to shut down (Work Item 33161).
- The Console was showing a “Customer is typing” message anytime a participant was typing (Work Item 33166).
- Voice prompt Recorder was unable to re-record a prompt when attempted several times (Work Item 31128).
- After a Session was ReEnqueued multiple times, agents did not receive Call Controls and “No Session Data found” message was showing (Work Item 32692).
- Sessions cleared from the Agent Rescue page sometimes remained visible on the Dashboard (Work Item 32735).
- Corrected French translations within the Console (Work Item 33356).
- All callers heard they are “The next in line” while waiting in a Queue (Work Item 30202).
- Multiple After Call improvement and corrections (Work Item 33135, 30037, 33317).
- Session Search was excluding some IVR abandon results when the Customer Phone Number filter was set (Work Item 31671).
- The HTML5 Dashboard was showing Off Work agents as Other Agents (Work Item 33167).
- Voice prompts with a long name were pushing away the Delete button from the Phone Hold Treatment page (Work Item 31122).
- The HTML5 Dashboard was sometimes loading indefinitely (Work Item 31291, 32786).
- Call Control functionality improvements and corrections (Work Item 33107, 33258, 33492).
- Direct Outbound Proxy calls were not showing the Console Session Card (Work Item 33425).
- Corrected Call Escalation handling for AV sessions (Work Item 33406).
- Supervisors were unable to join a call from the Dashboard Tear Off (Work Item 33401, 33482).
- After Call timer was sometimes jumping up and down within the Console (Work Item 33351).
- Offered Call Report was failing to load for particular dates (Work Item 33348).
- Supervisor Join experience improvements and corrections (Work Item 33108, 33105, 33102, 32977, 33483, 32968).
- Users were not always able to save Call Disposition and Sub-Disposition (Work Item 33106).
- Start/ Stop recording button was disabled in the case when a Supervisor was joined to a call and using this control (Work Item 33323).
- Customer History section within the Console was sometimes not populated for the agent (Work Item 33398, 33411).
- Multiple notifications were presented to the agent when a Direct Inbound Proxy call was missed (Work Item 33602).
- After a Supervisor has ended a Silent/ Whisper Join session, he will go back to Available status (Work Item 33122).
- Session Card within the Console was occasionally not updating correctly (Work Item 33346).
- Corrected localization for Session Events visible within the Active Session Console card (Work Item 33453).
- Session Card within the Console would sometimes fail to update for the initial agent on ReEnqueued calls (Work Item 33536).
- The Clarity Connect Console was sometimes stuck on the loading screen if a call would not connect (Work Item 33487).
- Mini Session Card within the Console would sometimes stay pending even though the user was not successfully joined to the call (Work Item 33320).
- The HTML5 Dashboard was sometimes showing all zeroes (Work Item 32810).
- Agents were presented with incorrect items in the Active Sessions list on the Dashboard Team Card (Work Item 33117).
- Session Card options within the Console were corrected for a 4-party call (Work Item Bug 33347).
- HTML5 Dashboard was showing the same agent as Available multiple times (Work Item 33270).
- Corrected multiple Clarity Connect Console counters and timers (33207, 33426, 33432, 33435, 33438, 32836).
- HTML5 Dashboard would occasionally stop updating (Work Item 33281, 32787).
- The System Extra Items were not searchable by default (Work Item 33287).
- Agents were occasionally going to RONA after answering a Session (Work Item 33099).
- The Suspend Console toggle was not set correctly if an agent launched the Dashboard from a Suspended state (Work Item 33055).
- Agents were seeing an incorrect status for other agents on the Team/ Queue card on the Dashboard (Work Item 33118, 33268).
- The total number of participants was not showing on the Console Active Session Sidebar (Work Item 33208, 33413).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 33189, 33195, 33199, 33202, 33228, 33230, 33249, 33251, 33254, 33302, 33304, 33313, 33318, 33321, 33338, 33344, 33354, 33375, 33387, 33403, 33409, 33435, 33469, 33480, 33484, 33138, 29806, 29814, 30217, 30467, 31139, 32436, 32465, 32469, 32678, 32720, 32757, 32761, 32815, 32859, 32896, 32934, 32946, 32969, 32983, 33013, 33040, 33100, 33113, 30402, 32904, 33155, 33558, 33562).
4.1.3 Cumulative Update (March 2017)
The 4.1.3 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Clarity Connect version number is visible on the Administrative Website (Work Item 31626).
- Transfer Search screen within the Console is now showing agents’ presence (Work Item 32789).
- Clarity Connect Console was enhanced to show/ hide Direct Outbound dialer based on the Agent’s profile Proxy settings (Work Item 32715).
- Added the ability to use multiple Portal Attendant Trusted Application Endpoints (Work Item 32742).
- Users are able to manipulate with the Dashboard Queue overview, using the Hide Queues page from the Administrative website (Work Item 32728).
- Added a confirmation prompt to verify a user would like to proceed with removing Dashboard Template assignments (Work Item 31101).
- Added the Transfer to Contact’s Voice Mail option to the Clarity Connect Console Call Control view (Work Item 32771).
- Agent Bulk Import and Agent Bulk Edit pages are now available to Administrators only, unless configured differently via Roles page (Work Item 31681).
- HTML5 Dashboard design improvements for Android smartphones (Work Item 29728, 29729, 29769, 29770).
- Added a descriptive message for agents if a callback does not connect to the customer (Work Item 32828).
- Patch installer is able to automatically apply Report RDL files during the update or rollback process (Work Item 32151).
- Added support for hiding non-searchable Extra Items from the Agent Console (Work Item 32747, 32813).
- Clarity Connect logging improvements (Work Item 27635, 32144, 32897).
The following issues have been resolved.
- Users were able to publish a Call Flow without assigning a Starting Node (Work Item 28481).
- Administrative Website was loading agent’s presence slowly for geo-distributed deployments (Work Item 32927).
- Corrected German and French translations within the Clarity Connect Console (Work Item 32891).
- Callback impersonation was preventing callbacks to connect successfully (Work Item 31670).
- Incoming URI Call Flow Report was failing to load for a larger period of time (Work Item 31248).
- Agents did not receive After Call time if the caller hang up the call (Work Item 33140).
- HTML5 Dashboard was loading indefinitely due to dependencies on different Real Time Metrics (Work Item 27941).
- Multiple fixes and improvements for the Portal Drain functionality (Work Item 32703, 32721, 32748).
- Session Search was not filtering results correctly if Include IVR ABA/Xfer and Recording options were selected (Work Item 28394).
- Clarity Connect Console was not loading if an agent’s permissions were preventing them from seeing any Queues (Work Item 28132).
- An agent was not successfully connected to a call if the Queue name contained a trailing space (Work Item 30453).
- Reports were not loading in Internet Explorer 11 when SQL Server 2014 Standard Edition was used as the Report server (Work Item 30406).
- Last Updated field on the Agent Profile page was not updating if the agents have suspended themselves (Work Item 31094).
- Calls would stop routing if Direct Inbound Proxy calls were forwarded to a Connect Attendant. This scenario is not supported; however, it no longer affects other calls that come in to the Connect Attendant. Behavior was changed to try to force the forwarded call to agent’s Voicemail, otherwise drop that call (Work Item 32178).
- An agent was required to use the Connect Console Dashboard Suspend button multiple times in order for change to take effect (Work Item 32280).
- Clarity Connect Console would occasionally stop updating (Work Item 32903).
- After Call timer was not presented to agents, for Direct Proxy calls (Work Item 31515).
- Upon call Transfer, pinned agents did not stay pinned once a new Session came in (Work Item 32876).
- Installation Manager was unable to upgrade the database from 3.2 to 4.x if duplicate records were encountered (Work Item 28437).
- Clarity Connect Console was showing Today’s overview section instead of the Tear-off section when tablet devices were used (Work Item 30451).
- An agent was able to accept session escalation to AV modality even though the customer cancelled it (Work Item 30512).
- ReEnqueued sessions were failing occasionally (Work Item 32116).
- Direct Proxy calls were not showing Instant Messages (Work Item 31514).
- General fixes to the Metrics service (Work Item 28785, 28829, 32325, 32698, 32759).
- Agents were presented with Silent/ Whisper join buttons when using the HTML5 Dashboard from a smartphone or a tablet (Work Item 30180).
- The initial agent was stuck in Ringing or InCall status after a session was Re-Enqueued (Work Item 32307, 32311).
- Supervisors were unable to use the Clarity Connect Console Recording button (Work Item 33091).
- After Call time was not provided to agents after transferring a call to invited contact using the Silverlight Agent Console (Work Item 32306).
- General Agent Finder improvements and fixes (Work Item 32396).
- Users were not able to Bulk Edit Dashboard without Skype configuration setting (Work Item 32902).
- Clarity Connect Console Tear-off view was showing unclickable items when used in German or French (Work Item 32892).
- After Call was not working properly for a Supervisor to whom a call was transferred (Work Item 33063).
- Clarity Connect Console was showing the same Call Control buttons both for the agent and the Supervisor once the Supervisor has taken over (Work Item 33052).
- Callback was not calling the customer (Work Item 32722).
- Users were unable to set Call Dispositions during the After Call time (Work Item 32936).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32168, 31629, 32103, 32161, 32441, 32443, 32501, 32569, 32680, 32690, 32740, 32753, 32808, 32814, 32829, 32850, 32870, 29785, 29855, 30123, 31099, 31305, 31633, 31635, 31663, 32474, 32578, 32579, 32609, 32706, 32707, 32710, 32865, 32889, 32904, 32905, 32909, 32921, 33044, 33064, 33090, 33134, 32932).
4.1.2 Cumulative Update
The 4.1.2 cumulative update includes all additions, changes, and fixes from prior 4.1.x cumulative updates as well as the following.
- Patch installer can be run from the Command Prompt (Work Item 31400).
- Patch installer allows Rollback to the previous version (Work Item 31401).
- Direct Outbound Proxy calls can be initiated from the Clarity Connect Console (Work Item 31212).
- An agent can escalate IM session to audio from the Clarity Connect Console (Work Item 31266).
- A Supervisor can Silent/ Whisper Join audio calls from the Clarity Connect Console (Work Item 31376).
- Configurable log level for the Clarity Connect Console (Work Item 30103).
- An agent is able to log in and log out of Skype for Business from the Clarity Connect Console (Work Item 32106).
- Salesforce and Dynamics lookup node optimization (Work Item 31238).
The following issues have been resolved.
- Pending callbacks were terminated after 90 minutes (Work Item 30411).
- Caller heard indefinite ringing upon answering a callback (Work Item 31089).
- Consulting then Inviting a Contact who is a Connect agent resulted in caller being on hold (Work Item 27685).
- External Data node was excluding null records (Work Item 28336).
- Search by an agent’s full name in the Agent Profiles page did not return any results (Work Item 29986).
- Non-searchable Extra Items were visible in the Clarity Connect Console (Work Item 30163).
- Skill Template and Team drop-downs within the Agent Profiles page was not taking Business Unit restrictions into account (Work Item 30393).
- Patch installer was not retrieving version number correctly (Work Item 32209).
- ETL was unable to complete if an agent's login name or a Call Flow node name has exceeded character limitation (Work Item 27599).
- Patch installer was showing a registry warning (Work Item 32167).
- Clarity Connect Console was portraying agents as stuck in Ringing (Work Item 32172, 32179).
- Patch installer was unable to complete if database server version was Windows Server 2008 R2 (Work item 32176).
- Typo was corrected in the System Configuration page (Work Item 32277).
- KPI alerts for All Queues did not get triggered (Work Item 27551).
- Survey DTMF tone was not configurable at Queue level (Work Item 27609).
- Node report was showing records per each option in the Call Flow Prompt node (Work Item 27912).
- Clarity Connect Console was always showing red indicators when Avg Talk Time or AHT was used (Work Item 30410).
- Call Notes did not provide word wrap (Work Item 29876).
- Clarity Connect Console was showing incorrect utilization (Work Item 29939).
- Queue filter in reports did not exclude Queues based on the Business Unit structure (Work Item 31145).
- General fixes and improvements to the Metrics service (Work Item 31569, 31593, 32150, 32318, 32320).
- An agent’s status was going to Busy after completing a session (Work Item 32207).
- Report list disappeared from the Admin Console when a duplicate report name was added (Work Item 31210).
- Agent Hours report was showing incorrect Work time, Login and Logout time (Work Item 31564).
- Duplicate End buttons and IM messages were shown when inviting a Supervisor (Work Item 31567).
- An agent received an incoming call when not Available, after ending a Direct Proxy call (Work Item 32265).
- Calls stopped routing when services failed to communicate (Work Item 32226).
- An agent was unable to use Dispositions and Sub-Dispositions (Work Item 32420).
- Agent Data report was showing incorrect values in the Transfers column (Work Item 31668).
- Clarity Connect Console did not load upon first login (Work Item 32330).
- An agent was not warned when trying to close the browser during an active session (Work Item 32404).
- Direct Proxy calls were not showing on the Clarity Connect Console (Work Item 32146).
- An agent was sometimes put into Direct call status after completing an audio call (Work Item 31452).
- After a call was answered from Clarity Connect Console, it briefly rang in agent’s Skype for Business client (Work Item 30250).
- An agent was unable to Consult/ Invite a contact via PSTN number (Work Item 31456).
- Clarity Connect Console was not displaying long Extra Item values properly (Work Item 31612).
- An agent was unable to end the session from Clarity Connect Console when callback was not accepted by the caller (Work Item 32273).
- Call recording was not saved after a recorded IM session was escalated to voice (Work Item 31662).
- If the invited agent disconnects from the call, the session was not terminated properly (Work Item 32575).
- Active Session link in Clarity Connect Console was pointing to an incorrect website (Work Item 32303).
- Clarity Connect Console was showing a call as Ringing but no Accept or Ignore buttons were presented (Work Item 32281).
- Clarity Connect Console was showing a Busy agent as Available (Work Item 32292).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 30013, 30063, 30227, 31333, 31392, 31412, 31420, 31435, 31467, 31478, 31483, 31488, 31489, 31490, 31491, 31508, 31521, 31532, 31533, 31534, 31535, 31561, 31574, 31579, 31583, 31587, 31605, 31616, 31636, 31638, 31647, 31653, 31682, 31685, 31711, 32143, 32181, 32191, 32196, 32214, 32216, 32218, 32224, 32261, 32286, 32270, 32322, 32343, 32345, 32352, 32356, 32369, 32376, 32411, 32413, 32416, 32418, 32439, 32441, 32478, 32497, 32498, 32506, 27391, 27770, 29706, 29719, 29801, 29830, 29833, 29835, 29852, 29907, 30068, 30090, 30194, 30207, 30208, 30248, 30264, 30280, 30283, 30450, 30513, 31098, 31213, 32105, 31362, 31457, 31566, 31628, 31689, 32148, 32152, 32246, 32282, 32381, 32349, 32422, 32439, 32441, 32470, 32472, 32474, 32476, 32348, 32529, 32531, 32540, 32556, 32533, 32536, 32567, 27830, 31625, 32102, 32446, 32576, 32577, 32571, 32684).
4.1.1 Cumulative Update
The 4.1.1 cumulative update includes changes and fixes to the 4.1 release.
- Design and formatting enhancements (Work Item 29832, 29836, 30196).
- Ability to retrieve multiple Customer History records within the Agent Console (Work Item 30260).
- Internet Explorer and Edge functionality additions and improvements (Work Item 29775, 31189).
- Minor improvements to the localization (Work Item 30515, 30275, 30543).
The following issues have been resolved.
- Sometimes all callers would hear the Next in line Queue hold message (Work Item 27788).
- Call Detail Report and Call Disposition Report were always showing data in the UTC time zone (Work Item 28196, 28531).
- Customers were hearing double DTMF tones on Direct Inbound calls (Work Item 28277).
- Callback was connected to an agent prior to the caller accepting the callback (Work Item 28390).
- When the Call Flow Starting Node was changed, it automatically enabled the Override default starting node option (Work Item 29858).
- Sessions were getting stuck if the caller hung up during the Re-Enqueue process (Work Item 30024).
- Calls were being sent to the Voicemail if the agent declined an escalation from IM to AV (Work Item 30400).
- Direct Inbound calls were dropped if caller's URI contained a plus sign (Work Item 30526).
- Sessions were not routing to available agents (Work Item 30023).
- Server Error appeared in the Quick IVR editor when an Integration was enabled but not authenticated (Work Item 27726).
- Calls were dropped if the preferred agent for the session was Termed (Work Item 30284).
- HTML5 Dashboard was showing zeros if no agents were assigned to a Queue (Work Item 27872).
- Agents were able to Silent/ Whisper join sessions from the HTML5 Dashboard (Work Item 28273).
- HTML5 Dashboard stopped updating information (Work Item 28388, 30181).
- Agents were unable to use the same Reason Codes from the Website in Internet Explorer (Work Item 28485).
- Agents were not placed back to their previous presence upon completing the After-call time (Work Item 29733).
- Agent Finder fixes and improvements (Work Item 29924).
- Agent Data Report was including excluded agents (Work Item 30469).
- HTML5 Dashboard was showing the initial agent upon transfer in Active/All Session window (Work Item 28239).
- General fixes and improvements to the Metrics service (Work Item 31249, 31569, 31570, 29923).
- Session Data Report was showing Unknown Caller ID and Caller SIP URI when calls were abandoned in the IVR (Work Item 28574).
- Session Data Report did not restrict data based on authorizations (Work Item 31182).
- Call transfer was unable to complete the cancellation when a ringing agent was ejected (Work Item 30535).
- Incorrect URL or SID was displayed within the Agent Console (Work Item 31119, 31290).
- Session details were missing from Agent Console on DID calls (Work Item 31120).
- IM sessions were showing messages out of order (Work Item 29696).
- Supervisor Silent and Whisper join fixes (Work Item 30185, 30603, 30387).
- General Agent Console fixes and functionality improvements (Work Item 31455, 31568, 31303, 30118, 30169, 29730, 30604, 30176, 31235, 30452).
- Agents were getting stuck in sessions if customer declined a callback (Work Item 31088).
- Sessions were not terminated once the agent has closed the new Dashboard Agent Console (Work Item 29688).
- Agents were getting RONA status if the customer has hang up before the call was fully established (Work Item 30319).
- Enabled ACS_SkypeWebSDKTimeout configuration setting for the Skype Web SDK in order to prevent connection timeout (Work Item 31710).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 30514, 30519, 31147, 31184, 31187, 31204, 31207, 31253, 31278, 31318, 31326, 31334, 31406, 31434, 31208, 31099, 31312, 31314, 31316, 30221, 30243, 31215, 31233, 30511, 30516, 30517, 29813, 30223, 30067, 29773, 31150, 31156, 31177, 31261, 31278, 30610, 30538, 31295, 31298, 30218, 30216, 31215, 31241, 31432, 29923, 31251, 31357, 31699, 30409, 31093).
4.1 Release
The 4.1 release includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- A new Clarity Connect Console allows users to receive calls from a browser. Receiving calls from Skype for Business client is still accessible, if preferred.
- Clarity Connect Console provides full agent experience including the Call Controls, i.e. users can put calls on Hold, Consult/ Invite/ Transfer to agents and contacts using browser only.
- Ability to sign in to the Dashboard without receiving calls, if desired.
- Agents can escalate sessions from IM to AV if signed into an audio-supported browser.
- Clarity Connect Console supports localization to German, French and Croatian language.
- Added the ability to upgrade to 4.1 from the Installation Manager.
- A warning will be displayed to agents who attempt to close the browser while on active calls.
- Supervisor Take Over action was added, to allow a supervisor to become the primary agent on a call once joined.
- Direct Outbound calls can now be initiated from the Clarity Connect Console, without having to proxy enable agents.
- Silverlight Dashboard was removed.
- E-mail routing has been deprecated.
- Third-party integration IVR Lookup nodes were optimized for speed.
- Clarity Connect Console reliability improvements allow agents to receive calls even in no Metrics mode.
- Dashboard experience fixes and improvements for mobile browsers.
4.0 Updates
4.0.33 Cumulative Update (H2 2022)
The 4.0.33 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Corrected an issue that caused a Set Language node to terminate unexpectedly. (Work Item 37784)
- Fixed an issue with the IM Prompts page to correctly display the configured prompts. (Work Item 38583)
- Corrected an issue that alerted an agent their call is being Silent Joined. (Work Item 38882)
- Corrected an issue with the Agent Data report that switched Answered Session and Started AV Calls. (Work Item 47296)
- General improvements have been made to the Clarity Connect product. (Work Item 47334)
4.0.32 Cumulative Update (Q2 2021)
The 4.0.32 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- A link to the Clarity Connect online help page has been added to the Admin Console. Access to Help Page Added to Admin Console (Work item 35350)
- Updated the way dates are formatted to match European standards based on the selected Time Zone. Display Agent History Lookup Result Dates in UK Format (Work Item 46342)
- Corrected the way some data is added to the database for more accurate reporting. (Work Items 33538, 33539, 33824, 33826, 33830, 33900)
- Ensured that all agents who participate in a call are displayed in the Additional Agents column of Reports. (Work Item 33795)
- Corrected an issue that caused Consults and Invites to be added to offered session counts. (Work Item 34044)
- Corrected an issue that caused an incorrect count of transfer requests. (Work Item 34048)
- Fixed an issue that recorded after call time for two agents on a single call. (Work Item 34052)
- Fixed an issue that caused a talk time discrepancy in the database. (Work Item 34054)
- Corrected an issue where transfers to contacts were not being properly counted. (Work Item 34219)
- Fixed an issue where applying the Group filter to a report caused Teams to display incorrectly. (Work Item 35397)
- Fixed the Select option on the Bulk Edit page so that it selects from all pages. Agent Bulk Edit "Select" Checkbox Does Not Select From All Pages (Work Item 35485)
- Fixed an issue where unassigned Dashboard Templates would not display for an Administrator. Unassigned Dashboard Templates are not Displaying (Work Item 35535)
- Fixed an issue that prevented the session ID from being recoded when using MSDynamics integration. (Work Item 35573)
- Corrected an issue where an agent clicking the IM session invitation after the offer time expires is connected to the session. (Work Item 37767)
- Corrected an issue that caused a mismatch between metrics found in the Database and options for the Dashboard template. (Work Item 38925)
- Fixed an issue that prevented a supervisor from Whisper Joining a call immediately following a Silent Join. (Work Item 41299)
- Corrected an issue that allowed a supervisor to edit notes while Whisper Joining a session. (Work Item 41362)
- Corrected an issue that prevented a Direct PSTN call from routing to an agent’s voicemail. (Work Item 43093)
- Fixed an issue where a supervisors status did not change to In IM Call when they Silent or Whisper Join an IM session. (Work Item 43937)
- Corrected an issue that caused a transfer to a consulted agent to fail for an IM session escalated to voice. (Work Item 43967)
- Corrected an issue that caused a RONA status to become Unavailable if the Agent Finder service is restarted. (Work Item 44196)
- Corrected the error message displayed when saving empty values for an Advanced Setting. (Work Item 44294)
- Corrected an issue that causes a call to end if an escalation to voice is declined. (Work Item 45470)
- Corrected an issue where an agent is placed in a Busy status if they take a call that they had re-enqueued. (Work Item 45471)
- Fixed an issue where the Eject button disappears from a consult if a supervisor Whisper Joins. (Work Item 45488)
- Corrected an issue where a Direct Outbound call made from the Skype for Business client results in an incoming call toast notification on the agent’s Dashboard. (Work Item 45575)
- Corrected an issue that caused the Call Duration time to display incorrectly following a Direct Outbound call. (Work Item 45576)
- Corrected an issue that prevented an agent from using manual after call following a Direct Outbound call. Agent Cannot Activate Manual After Call Following a DOD Call (Work Item 45578)
- Fixed an issue where after clearing an IM session from the Agent Rescue page the agent is stuck in an In IM Call status. (Work Item 45618)
- Corrected an issue that caused sessions to end when they are cleared from the Agent Rescue page. (Work Item 45620)
- Corrected an issue that prevented MSDynamics integration from working with Direct Outbound calls. (Work Item 45774)
- Corrected an issue where the Direct Inbound ring tone was not playing from the beginning. (Work Item 46263)
- Fixed an issue that caused the agent’s status to show Available when they set their Skype presence to Busy. Presence/Status mismatch between Skype for Business Client compared with Clarity Connect for Agent Experience 3 (Work Item 46307)
- Fixed an issue where chat transcripts were not being deleted according to the configured time frame. (Work Item 46341)
- Corrected an issue that caused a Service Connection Error if the SMTP server is unreachable. An unreachable SMTP Server Causes Service Connection Errors on the Dashboard (Work Item 46383)
- Fixed an issue where the Mute button was not working on Direct Outbound calls. (Wok Item 46561)
- Corrected an issue that caused a Direct Outbound session to be created when an IM session is escalated to voice. (Work Item 46562)
- Corrected an issue that caused a Direct Outbound call to be created when a supervisor Silent or Whisper Joins a session. (Work Item 46563)
- Corrected an issue that prevented consultation to contacts whose phone number is entered using periods as separators (xxx.xxx.xxxx). Unable to Consult Contacts Whose Phone Number is Formatted Using Periods (Work Item 46592)
- Corrected an issue that caused the Session ID to be incorrectly logged as a SIP address. (Work Item 46666)
- Fixed an issue that caused Escalated IM sessions to disconnect if they are re-enqueued. (Work Item 46695)
- Corrected an issue that prevented Federated customers from answering calls via the Dashboard. Federated Customers are Unable to Answer Calls via the Dashboard and Receive a RONA (Work Item 46697)
- Corrected an issue that prevented callbacks being placed to the original caller. Customer is Not Receiving Their Callback (Work Item 46710)
- Corrected an issue that caused calls transferred out of the Call Flow to fail. (Work Item 46750)
- Fixed an issue with Agent level reports that caused reports aggregated by the hour to return not data. Aggregating Reports by the Hour Returns No Data (Work Item 47097)
- Fixed an issue that caused the Agent Console to be stuck showing Connecting when a Direct Outbound call is placed. Dashboard Stuck on Connecting Screen When Placing a DOD call from SFB Client (Work Item 47113)
- General improvements have been made to the Clarity Connect product. (Work Items 33986, 34953, 35240, 35486, 35535, 38332, 38928,44219, 45777, 45944, 45945, & 46778)
4.0.31 Cumulative Update (Q1 2021)
The 4.0.31 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added support for Open Database Connectivity to the ExternalDataAccess Call Flow node. Support for ODBC Added to the External Data Access Call Flow Node (Work Item 28791)
- Added a History icon for Dashboard Templates. (Work Item 35520)
- Added additional Portal Service crash logging. (Work Item 37749)
- Optimized Agent Bulk Import queries to improve page load times. (Work Item 38497)
- Updated the Metrics service to improve SQL table fragmentation. (Work Item 40149)
- Updated the Web Gateway install package. (Work Item 41002)
- Added support for TLS 1.2 in the Web Gateway database and application installer. (Work Item 42287)
- Removed the SSL 2.0 and 3.0 requirement for Web Gateway. Removed SSL 2.0 and 3.0 Requirement for Web Gateway (Work Item 42288)
- Updated the appearance of the Web Gateway Admin page. (Work Item 44333)
- Added a new Stored Procedure to check the maximum number of concurrent calls. Checking the Maximum Number of Concurrent Calls (Work Item 45625)
- Fixed the Agent Bulk Import so that skill templates are updated. (Work Item 41298)
- Corrected an issue that marked active IM sessions as abandoned. (Work Item 41301)
- Fixed an issue that prevented a customer from accepting a callback. (Work Item 41401)
- Updated the Advanced Settings values so that they are not case sensitive. (Work Item 41560)
- Fixed an issue with direct calls made from a Mac Skype for Business client are not being proxied. (Work Items 41621, 46270)
- Corrected an issue with voice prompts that caused them to play during a callback request. (Work Item 42843)
- Corrected an issue that prevented a session ID from being logged when an agent RONA’s. (Work Item 43646)
- Corrected a logging error in the Agent Finder when an agent changes their status in a federated environment. (Work Item 44852)
- Corrected a problem that changes an Agent’s status to Unavailable following a direct outbound call. (Work Item 45205)
- Corrected an issue where an agent can remain Unavailable following a direct outbound call. (Work Item 45218)
- Fixed an issue that causes an agent to become Unavailable if a call is abandoned while being offered. (Work Item 45462)
- Corrected an issue that prevented a queue consult from ringing if no agents are available. (Work Item 45472)
- Fixed an issue with the Anti Forgery key for accessing the HTTP service and Database from an External Data Access node. (Work Item 45822)
- Corrected an issue that caused the Portal and Agent Finder services to lose communication following a direct outbound or inbound call. Portal Service Loses Communication with the Agent Finder Service Following a Direct Call (Work Item 45961)
- Fixed an issue that prevented the mute button from working during a direct outbound call. (Work Item 46290)
- Fixed an issue that places direct outbound calls from the Dashboard to a SIP address into a queued. (Work Item 46292)
- Fixed an issue that causes silent and whisper joins to fail for direct outbound calls. (46293)
- Fixed an issue that caused direct calls to fail if MS Dynamics integration is enabled. (Work Item 46343)
- General improvements have been made to the Clarity Connect product. (Work Items 38021, 40966, 45209, & 45487)
4.0.30 Cumulative Update (Q4 2020)
The 4.0.30 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Improved logging for proxied calls. (Work Item 41001)
- Logging added to track Call Note and Disposition changes. Improved Logging for Call Notes, Dispositions, and Call History (Work Item 41304)
- Reports are rebranded to adhere to current standards. (Work Item 41844)
- The Perficient logo has been added to the Dashboard. (Work Item 41845)
- The notifications on the Admin Console have been updated to match the latest branding standard. (Work Item 41846)
- Improved handling of inactive agents by the Agent Finder service. (Work Item 42918)
- An Average Handle Time column was added to the CSI integration files. Change of ActiveAfterCallTime column to AverageHandleTime in CSI Integration (Work Item 43111)
- Updated the Connect Installation Manager to properly install common files for single component installations. (Work Item 43950, 44832)
- Corrected an issue that caused a duplicate entry in the Config table when applying the CU to a newly upgraded instance. Connect Services Will not Start due to Duplicate Entries in Config Table (Work Item 44956)
- Fixed an issue that caused a caller to be inaudible after being placed on hold and a second agent is invited to the call. Following an Invite to a Second Agent the Customer is Inaudible (Work Item 41297)
- Fixed an issue where a session will not be shown on the Active or All tabs on the Agent Console following a declined transfer. Sessions are not Visible Under the Active or All Tab (Work Item 42340)
- Fixed an issue with the installer where some SQL scripts to failed to execute during an upgrade. During an Upgrade from 4.0 to 5.0 All SQL Scripts do not Run. (Work Item 43121)
- Fixed an issue that caused an MBU assignment to be removed when hiding a Dashboard Template. (Work Item 43349)
- Fixed an issue that causes the Agent Finder service to stop responding to web requests when routing to agents with invalid SIP addresses. The Agent Finder Stops Responding to Web Requests (Work Item 43364)
- Fixed an issue that causes abandoned sessions to remain in the call list on the Dashboard. (Work Item 43421)
- Fixed an issue that causes a server error when editing the Phone Hold Treatment page of a queue. (Work Item 43652)
- Fixed an issue that made the Review Reason Code page inaccessible. The Review Reason Code Page is not Accessible (Work Item 43951)
- Fixed an issue that allowed CSI ACD statistics to be uploaded with incomplete sessions. (Work Item 44185)
- Fixed an issue that prevents Azure AD enabled federated customers from updating their Status. Azure AD enabled Federated Customers are Unable to Update Status after Q3 2020 CU (Work Item 44280)
- Fixed an issue that causes the Agent Finder services to switch Active/Passive roles following a call. Agent Finder Service switches Active/Passive After Calls in Federated Environments (Work Item 44901)
- Fixed an issue that causes an agent’s status to incorrectly display as Unavailable on the Dashboard. (Work Item 44945)
- Fixed an issue that causes a call that is escalated to voice from IM to disconnect when transferred to another agent. (Work Item 45215)
- General improvements have been made to the Clarity Connect product. (Work Items 41848, 43363, 43365, & 44279)
4.0.29 Cumulative Update (Q3 2020)
The 4.0.29 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Rebranded the Admin Website and Dashboard to match Perficient’s branding. Rebranded Admin Website (Work Item 40275)
- Updated the Session Data Report stored procedure for improved run time. (Work Item 42400)
- Fixed an issue that can cause the agent to hear two callers simultaneously. Agent Hearing Two Callers (Work Item 35532)
- Fixed an issue where the caller is not disconnected following an IM to AV escalation. An IM to AV Escalation Does not Disconnect from the Skype Client (Work Item 41289)
- Fixed an issue that caused the start and end times when scheduling a report to revert to the defaults of 12:00 am to 11:59 pm. Report Scheduler Time Reverts to the Default Value (Work Item 41702)
- Fixed an issue where ringing continues to play in a direct call to a proxied agent that goes to voicemail. (Work Item 42299)
- Fixed an issue where infrastructure limitations caused DOD sessions to be marked as completed. (Work Item 42503)
- Fixed an issue that prevented callbacks from being ended using the Clear Session button on the Agent Rescue page. (Work Item 42812)
- Fixed an issue that prevented a queued caller from being disconnected when the call is cleared from the agent Rescue page. (Work Item 42813)
- Fixed an issue where an agent setting their status to Busy during a call reverts to Available when the call ends. Presence Does Not Change to Selected Status When Call Ends (Work Item 42920)
- Fixed an issue where an infrastructure issue prevented agents from changing their status. (Work Item 43123)
- Fixed an issue where customers setting their custom presence went to an unavailable status following a status change. (Work Item 43152)
- Fixed an issue that can cause the Session screen to freeze after answering an AV or IM session. (Work Item 43434)
- Fixed an issue where an agent in a Direct or Conference call shows their status as Busy. (Work Item 43475)
- Fixed an issue that can cause a callback to get stuck in the queue. (Work Item 43675)
- Fixed an issue that can cause an agent to temporarily display a RONA status when After Call ends. (Work Item 43970)
- General improvements have been made to the Clarity Connect product. (Work Items 42841, 42882, 43647, & 43653)
4.0.28 Cumulative Update (Q2 2020)
The 4.0.28 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- For geo-dispersed environments using the Agent Rerouter, added the option to define a secondary application server as a failover if the primary is inaccessible. Add A Secondary ForceAppServerName(Work Item 35261)
- Updated wording for Report Scheduler fields for greater clarity. Report Scheduler Frequency (Work Item 37694)
- Updated user Roles so the Dashboard, Session Search, and Agent Console tabs are always available in the Admin Console. (Work Item 37698)
- Added the ability to modify a previously created Scheduled Report. Ability to Modify Scheduled Reports (Work Item 40256)
- Updated the Agent Finder service for improved performance. Improvements to the Agent Finder Service (Work Items 39890, 40604, 42818)
- Fixed an issue where inviting or transferring to a contact is not recorded in the database. (Work Item 33810)
- Fixed an issue where the Consult/Invite timer included times for the consulted agent in the database. (Work Item 33815)
- Fixed an issue where the number of transfer attempts to an agent’s voicemail was incorrectly counted. (Work Item 33821)
- Fixed an issue that caused an inconsistent Offered Call Count in the FactAgent table. (Work Item 33950)
- Fixed an issue where Direct and Conference calls were incremented incorrectly. (Work Item 33955)
- Fixed an issue that prevented a callback from routing to an agent if the callback was requested while an agent was available and being offered the call. Callback Will Never Be Connected to the Agent if Requested When an Agent is available (Work Item 35522)
- Fixed an issue that allowed a user to add a URL to the API Whitelist when their Role did not allow it. (Work Item 35526)
- Fixed an issue that prevented the Silent Join notification from displaying for supervisors. (Work Item 38855)
- Fixed an issue where the Direct Inbound and Direct Outbound queues are not displaying in the selected language. (Work Item 38929)
- Fixed an issue that prevented a supervisor from Whisper Joining a call after Silent Joining. (Work Item 39481)
- Fixed an issue where the Dashboard Templates option was present in the Dashboard dropdown menu even if the user’s Role prevented them from accessing the templates. (Work Item 40252)
- Fixed an issue where the initial message sent by a customer via the Web Gateway is not captured in the transcript. (Work Item 40255)
- Updated several Stored Procedures in order to improve performance. (Work Item 40332)
- Fixed an issue where running the Interval report caused an arithmetic overflow error. Work Item 40754)
- Fixed an issue with the Patch installer that caused uploading report files to fail. (Work Item 40864)
- Fixed an issue where selecting By the Hour granularity prevented values in other dropdown menus from populating. (Work Item 40963)
- Fixed an issue where the Route to Agent by Name call flow node would retrieve termed agents. (Work Item 40995)
- Fixed an issue where during a direct inbound call, the caller would hear hold music instead of the ringing tone. (Work Item 41012)
- Fixed an issue where when contacting a WCF service from an External Data node, the WSDL file was not readable. (Work Item 41290)
- Fixed an issue with the Silverlight Dashboard where following a transfer the call disposition set by the original agent was not maintained. (Work Item 41405)
- Fixed an issue that prevented the Agent Finder service from starting if an agent has an incorrectly formatted SIP address. (Work Item 41439)
- Fixed an issue where reports collected from Virtual Observer are missing calls. (Work Item 41609)
- Fixed an issue where contact phone numbers were not displaying in the transfer dropdown menu. Contact Telephone Numbers not Displaying in Transfer Drop-down Menu (Work Item 41615)
- Fixed an issue where during a callback an agent does not hear a ring tone when connecting to the customer. (Work Item 42544)
- Fixed an issue where a transferring agent does not hear a ring tone. (Work Item 42546)
- General improvements have been made to the Clarity Connect product. (Work Items 40696, 40719, 41040, 42339)
4.0.27 Cumulative Update (Q1 2020)
The 4.0.27 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Updated logging to track the changes to the Dashboard Templates. Dashboard Template Changes are Tracked in Website Logs (Work Item 38407)
- Added support for Microsoft’s Edge Chromium browser. Installing Edge Chromium to Work With Clarity Connect (Work Item 38978)
- Added audio alerts to the Dashboard for KPI alerting. Dashboard Audio Alert for KPI (Work Item 39727)
- Changed the way audio files (prompts and recordings) are handled so they can be played from the Admin Console. Connect Plays Recordings and Voice Prompts in the Admin Console (Work Item 39728)
- Added copy/paste functionality to IM’s on the Web Agent Console. Improved Chat Window in Agent Console (Work Item 39730)
- Removed references to the deprecated Message Router feature. (Work Item 39731)
- Updated text for Granularity in reports. Text Changes to Reports (Work Item 40156)
- Fixed an issue where an agent was not deallocated when a DID call goes to voicemail, preventing the agent from being routed calls for the duration of the voicemail. (Work Item 32947)
- Fixed an issue where abandoned DOD calls are counted as IVR abandoned in reporting. (Work Item 33961)
- Removed the Transfer to Contact button when contact is an external IM. (Work Item 39611)
- Fixed an issue where re-enqueued calls were placed at the back of the queue after RONAing an agent. (Work Item 35183)
- Fixed an issue that caused old sessions to show as active on the Agent Rescue page. (Work Item 35255)
- Corrected a setting in the Agent table which caused an error when the LoginName was left blank. (Work Item 35449)
- Fixed an issue which caused the wrong version number of the WebAPI to be logged. (Work Item 38412)
- Fixed an issue that can cause the Route to Agent by Name node to fail if Enable Route to AD Users? option is selected. (Work item 39035)
- Fixed an issue which removed View permissions when Edit permissions were removed. Removing Edit Permissions also Removes View Permissions on Roles Page (Work Item 39364)
- Fixed an issue which caused calls to show as on hold when answered from the Web Agent Console. (Work Item 39422)
- Fixed an issue with the Patch Installer logging logic related to SSRS and reports. (Work Item 39634)
- Fixed an issue which could cause an agent to be rung twice. (Work Item 39641)
- Fixed an issue which caused users to receive an Access Denied message. (Work Item 39854)
- Fixed an issue which caused the Dashboard to become unresponsive and display a Service Connection Error. (Work Item 39871)
- Fixed an issue where an agent placing a non-proxied DOD call during their aftercall period may be placed in an available status when the aftercall period expires. (Work Item 39890)
- Fixed an issue where agents did not receive aftercall time when the agent hung up first followed by a post call survey. (Work Item 39932)
- Fixed an issue which allowed users with View permissions of Roles to remove permissions of all users. (Work Item 39951)
- Fixed an issue where an agent with a presence of InCall had a utilization of 0. (Work Item 40150)
- Fixed an issue which can cause a Dashboard Oops error if an agent is Termed while they have the Dashboard open. (Work Item 40155)
- Fixed an issue with scheduling an Incoming URI Call Flow Report. (Work Item 40166)
- Fixed an issue with reports which caused an ASP.NET session error. Fix: "ASP.NET session has expired or could not be found" error while running reports (Work Item 40167)
- Fixed an issue which caused the Bulk Edit: Authorization action Replace to fail for agents from different teams. (Work Item 40208)
- Fixed a time discrepancy between Session Search and Reports related to Daylight Savings time. (Work Item 40213)
- Fixed an issue which prevented the Web Agent Console from closing while in Manual After Call time. (Work Item 35549)
- Fixed an issue which caused a declined call to a Contact to be sent to voicemail. (Work Item 35262)
- Fixed an issue which prevented IMs from passing between the caller and the Agent during a SIP DID call. (Work Item 35238)
- Fixed an issue which caused the Runtime Database purge process to fail. (Work Item 40632)
- Fixed an issue where Termed agents were not showing in Agent dropdown menus for Reports. (Work Item 40241)
- Fixed an issue that prevented an agent from receiving a RONA after a call is declined. (Work Item 41056)
- General improvements have been made to the Clarity Connect product. (Work Items 40731, 40535, 40722, 39855, 42036, 40237, 35191, 38394, 39441)
4.0.26 Cumulative Update (Q4 2019)
The 4.0.26 Cumulative Update includes the latest additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Updated CMP to auto-populate a value of 1826 days for "Number of days to keep recording data" and "Number of days to keep chat transcript data". Please see this KB for more information: Set the Default Number of Days to Keep Recording and Transcript Data. (Work Item 37688)
- Made a change to Agent reports which allows data to be aggregated by the hour, helping the reports to run faster. Please see this KB for more information: Agent Reports: Data Aggregation. (Work item 39037)
- Updates made to the log collector tool. Please see this KB for more information: Connect Log Collector. (Work item 39376)
- Added an option to schedule reports for the previous 3 months. Please see this KB for more information: Schedule Reports for the Previous Three Months. (Work item 39579)
- Added the ability to select BUs and Teams when creating a new queue. (Work item 39725)
- Added the ability to Bulk Edit agent’s roles in a specific BU, team, or group. Please see this KB for more information: Bulk Edit Roles. (Work item 39726)
- Added the ability to show or hide call dispositions and call sub dispositions. Please see this KB for more information: Hiding Call Dispositions and Sub-Dispositions. (Work item 39729)
- Fixed an issue where direct calls were being tagged as Answered and Abandoned. (Work item 34955)
- Fixed an issue where the Synthesized Text in the Queue Phone Hold Messages were not playing. (Work item 38425)
- Fixed an issue which caused the Longest Hold time to be calculated incorrectly. (Work item 38861)
- Fixed an issue which caused a call to end when the second agent transfers a call back to the first agent. (Work item 38868)
- Fixed an issue that causes the Session Search page to display "Server Error" and not show recent sessions. (Work item 38878)
- Fixed issue which allowed an agent to connect to an expired transfer invitation and get stuck in the session. (Work item 38940)
- Fixed issue which caused two agents to be able to log in as each other. (Work item 38990)
- Fixed an issue with Azure AD Federation which made the Admin Console inaccessible after enabling Azure AD authentication. (Work item 39011)
- Fixed an issue where a disconnected call continued to ring agents causing them to receive RONAs. (39026)
- Fixed an issue where Web Gateway chats were not being routed to the proper attendant endpoints. (Work item 39203)
- Fixed an issue which allowed a Supervisor to hear an on-hold customer while in Whisper Join. (Work item 39234)
- Fixed an issue where after a Consult, transferring to a PSTN did not remove the original agent. (Work item 39245)
- Fixed an issue where the AV or IM RONA Timeout setting, as configured on the System Configuration page was not applied to Transfer, Invite, or Consult. (Work item 39251)
- Fixed an issue which prevents the Invite to Full Participation button to render after a Consult. (Work item 39377)
- Fixed an issue which caused calls to get stuck in the Queue. (Work item 39384)
- Fixed an issue which prevented the Connect Installer from completing if TLS 1.0 is disabled. See this KB for more information: New Clarity Connect Install Fail When TLS 1.0 is Disabled. (Work item 39388)
- Fixed an issue which prevented the Metrics service from connecting to the WebServer if TLS 1.0 is disabled and the Metrics and WebAPI services are located on different servers. (Work item 39466)
- Fixed an issue that caused dashboard notifications to not clear when the call is answered via a desk phone. (Work item 39480)
- Fixed an issue which caused AD contacts to show as blank in the Transfer search. (Work item 39499)
- Fixed an issue which prevented agents from changing their statuses to Available from the Dashboard. (Work item 39578)
- Fixed an issue which prevented log folders from being created when running the CU Updater on a new instance of Clarity Connect. (Work item 39602)
- Fixed an issue which caused sessions in reports to neither be categorized as Queued or DOD. (Work item 39604)
- Fixed an issue where moving an agent from one team to another did not automatically create an authorization in the new team. See this KB for more information: Moving Agent from One Team to Another Doesn't Automatically Create an Authorization. (Work item 39687)
- Fixed an issue where, if the Web Agent Console is open and an agent placed a direct outbound call (DOD) from the Skype for Business client, the agent hears a double ringing. (Work item 38977)
- Added a security enhancement to prevent cross-sire request forgery. (Work item 39020)
- Fixed the sorting on the Session Search page to include the time as well as the date. (Work item 39032)
- Fixed an issue which prevented direct calls between two agents to complete. (Work item 39193)
- Fixed an issue which caused the Voice Prompt page to load slowly. (Work item 39236)
- Fixed an issue that caused the download of the installation package in CMP to be slow. (Work item 39252)
- Fixed an issue that caused the Call Flow page to load slowly. (Work item 39421)
- Fixed an issue which caused an incorrect Callback Call notification to display in the Web Agent Console after the initial call offer. (Work item 39498)
- Fixed an issue which caused the Override Portal Default box to be automatically checked for IM Hold Details Treatment. (Work item 39601)
- Fixed an issue where setting the Calendar Override hours from 12:00 pm to 12:59 pm displayed AM on the Calendar page. (Work item 39637)
- When retrieving the portal status information, the AgentActivelyTakingCalls value now portrays the number of unique agents that have taken a call in the past 30 days rather than the past 3 days. (Work item 39683)
- Fixed an issue which prevented holidays from displaying on the Calendar. (Work item 39700)
- Fixed an issue which can cause the Portal service to crash. (Work Item 40281)
- General improvements have been made to the Clarity Connect product. (Work items 39500, 39502, 39593)
4.0.25 Cumulative Update (July 2019)
The 4.0.25 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added “Portal Force Close” as a resource on the Roles page, which will allow the removal of the Portal force Close button for specific roles. (Work Item 38622)
- Made further improvements to Force Close Notification messages on both the Home page and the Calendar page. Please see this KB for more information: Force Close Notifications (Work Item 38650)
- Made improvements to the Overwrite Calendar page in which calendars with active overrides will be highlighted and is now shown in a 12-hour format. Please see this KB for more information: Calendar Overrides (Work Item 38651)
- Made an improvement to the Calendars page in which calendars can now be hidden and unhidden. Please see this KB for more information: Hide Calendars (Work Item 38652)
- Added a feature in which holidays can be set as repeating when creating or editing holidays. Please see this KB for more information: Repeating Holidays (Work Item 38653)
- Fixed an issue in which the Installation Manager would crash when attempting to download the Worksheet directly from CMP (Work Item 32944)
- Fixed an issue in which removing “Mark as Suspended” permissions from roles does not take effect until you also remove it from the Agent Role. Please see KB for more information: Removing a resource from a role does not take effect (Work Item 35617)
- Fixed an issue in which Federated Customers using Azure AD were unable to delete report subscriptions. (Work Item 37859)
- Fixed an issue in which Agents attempting to sign into the Dashboard were getting stuck on “Initializing API”. (Work Item 37699)
- Fixed an issue in which the installation would fail if the Website and Specific Server URLS were configured to be the same in CMP. (Work Item 38549)
- Fixed an issue in which the Report Scheduler pulls reports for 8 days rather than 7 when scheduling weekly reports. (Work Item 38551)
- Fixed an issue in which Agents get stuck in “InIMCall” after the post-call survey. (Work Item 38619)
- Fixed an issue in which the WebAPI logs were continually being re-zipped and added to the original zip file. (Work Item 38870)
- Fixed an issue where the March 2019 CU rollback caused an error. (Work Item 38632)
- General improvements have been made to the Clarity Connect product (Work Items 38919, 35642)
4.0.24 Cumulative Update (May 2019)
The 4.0.24 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Made further improvements to call flow editing functionality to allow users to edit unpublished revisions of call flows (Work Item 38404)
- When creating a disposition, a sub-disposition labeled “Default” is now also created (Work Item 38011)
- Fixed an issue in which outbound proxied calls were being dropped after applying the Skype for Business January 2019 CU. This fix is included in the Agent Rerouter 4.0.5 installation package (Work Items 38281, 38336)
- Fixed an issue in which Agents were getting stuck in DirectOutbound status when calling another proxied Agent (Work Item 35484)
- Fixed an issue in which Agents were not receiving the full after call time if the Agent ended the call first (Work Item 38621)
- Fixed an issue in which the Agent Bulk Import page was not validating search text and creating dead links (Work Item 35474)
- Fixed an issue in which the “Edit” and “View” permissions in the Administrator role were not showing the Access Denied page if they were removed (Work Items 35552, 35553)
- Fixed an issue in which the IM hold message would state “There are -1 people ahead of you” (Work Item 37677)
- Fixed an issue in which retrieving Portal Status would generate incorrect dates (Work Item 37693)
- Fixed an issue in which reports were unable to be scheduled using the Excel format (Work Item 37696)
- Fixed an issue in which putting in a calendar override was not taking effect immediately (Work Item 38025)
- Fixed an issue in which the WebAPI would stop responding when refreshing its configuration from the database (Work Item 38389)
- Fixed an issue in which callers dialing an incoming URI that was similar to an Agent’s number were getting routed incorrectly. See this KB for more information (Work Item 38399)
- Fixed an issue in which the installer did not create the setting TransferCallsAsUnattended under Global Settings in the Advanced Settings page (Work Item 38550)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 35482, 35613, 37674)
4.0.23 Cumulative Update (March 2019)
The 4.0.23 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added the ability to select whether call transfers be sent as attended or unattended (Work Item 35778)
- Fixed an issue where Teams with no Agents resulted in a Dashboard with no metrics (Work Item 25655)
- Fixed an issue where the original Agent was heard on the line for a few seconds after a call is transferred to a second Agent (Work Item 35131)
- If two users are trying to edit the same call flow at the same time, a message will now appear warning them that another user is editing the same call flow (Work Item 35196)
- Fixed an issue in which the Agent Status Report was not showing the correct Unavailable time (Work Item 35402)
- Fixed an issue in which callbacks were not calling the customer back and Agents were not hearing any audio (Work Item 35406)
- Fixed an issue in which the ETL_DaysToKeepChatTranscriptData setting was not honoring the value set and not purging Chat Transcript Data (Work Item 35547)
- Fixed an issue where calls were being taken off hold after Agents cancelled a consult invite (Work Item 35524)
- Fixed an issue where renaming an Agent caused the Agent’s name to be improperly displayed in the Agent Call Report (Work Item 35544)
- Fixed an issue in which re-enqueued calls were not triggering after call surveys (Work Item 35774)
- Fixed an issue in which DTMF tones were not being proxied on Direct Outbound proxied calls (Work Item 35780)
- Made functionality and data calculation improvements to the Agent Data Report (Work Item 35782, 37782)
- General fixes and reliability improvements were made to Clarity Connect (Work Item 35235, 35270, 38013, 38333)
4.0.21 Cumulative Update (November 2018)
The 4.0.21 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Fixed an issue in which calendars were not displaying Holidays properly if they spanned into the new year. (Work Item 34896)
- Fixed an issue in which Agents were unable to accept an incoming session and received a RONA. (Work Item 35054)
- Fixed an issue in which the Portal services would get stuck when shutting down at the same time on multiple application servers. (Work Item 35096)
- Fixed an issue in which switching to a Reason Code did not end Manual After-Call. (Work Item 35512)
- Fixed an issue in which the Queue Level Report was not showing the correct data for the All Queues Summary section. (Work Item 35531)
- Fixed an issue in which the previous day’s Connect logs were zipping empty log files. (Work Item 35521)
- Fixed an issue in which an error message was displayed after changing the setting M_DataRetentionPeriodInDays. (Work Item 35534)
- Fixed an issue in which the Queue Session Report did not have a TimePeriod drop down in the Report Scheduler. (Work Item 35548)
- General fixes and reliability improvements were made to Clarity Connect. (Work Item 34050, 35351, 35436, 35576)
4.0.20 Cumulative Update (September 2018)
The 4.0.20 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Web Gateway now supports special characters within both the customer chat box and Agent chat box. (Work Item 35095)
- The Patch installer will automatically display additional instructions for applying Cumulative Updates when necessary. For an example of what these instructions will look like, please see this KB: CU Release Special Instructions (Work Item 33502)
- Fixed an issue which prevented a user from adding URLs to the WebAPI whitelist that do not start with http:// or https://. (Work Item 34921)
- The Agent Data Report was showing 1 minute as 00:60 instead of 01:00. (Work Item 34954)
- Fixed an issue where the Background Message Node did not stop playing when another voice prompt started. (Work Item 34960)
- Fixed an issue that caused cleared sessions to appear as both “Answered” and “Abandoned” on reports. (Work Item 34976)
- Fixed an issue that caused an error to popup when clicking on the Salesforce Lookup Node in the call flow editor. (Work Item 35061)
- General fixes and reliability improvements were made to Clarity Connect. (Work Item 34049, 34051, 34053)
4.0.19 Cumulative Update (July 2018)
The 4.0.19 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Implemented Metrics Service changes to allow for GDPR compliance. Additional information can be found here: GDPR Compliance (Work Item 35256)
- Added drop down option “Each Individual Character” in Message Node that allows the message to be read as individual characters. (Work Item 35286)
- If an Attendant SIP URI is unreachable, the Web Agent Console will randomize the order of a pipe-delimited list and iterate through them until it can connect to one. (Work Item 34963)
- The RouteToAgentByName node can now be configured to only pull information from the current user’s Organizational Unit. (Work Item 35047)
- Unnecessary errors no longer appear in Agent Rerouter logs if an Agent’s Phone Number field is set to “NOTSET”. (Work Item 30529)
- Performance improvements have been made within the Salesforce lookup nodes to reduce the delay when performing a lookup with multiple entries. (Work Item 31277)
- Fixed an issue in which log files were not zipping up at the end of the business day. (Work Item 32719)
- CMP now allows for port number sharing within the same instance on multiple application servers. (Work Item 34670)
- Fixed an issue in which URL ACL reservations were not being added by the installation manager for the RTDA Port, which was causing the Dashboard to load incorrectly. (Work Item 34952)
- Fixed an issue in which Agents were receiving IM chats even though they were not assigned any skills. (Work Item 35186)
- The Global Language setting will now pass through all nodes. (Work Item 35358)
- CMP now allows each Application Pool to be configured with its own web domain. (Work Item 32890)
- Fixed an issue in which Agents were unable to cancel a Queue Consult. (Work Item 35363)
- General fixes and reliability improvements were made to Clarity Connect. (Work Item 35132, 35268, 35097, 35223, 35447)
4.0.18 Cumulative Update (May 2018)
The 4.0.18 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Implemented limits to number of active Agents (up to 600) and active Queues (up to 100) that can be configured (Work Item 34169)
- When an invited Agent or contact declines an escalation, they will now be removed from the session (Work Item 34534)
- The Screen Pop URL node was showing zero if the URL was too long (Work Item 34535)
- Report Scheduler was failing when trying to save a new subscription (Work Item 34705)
- The Callback IVR was failing when Callback was requested during hold messages (Work Item 34739)
- After upgrading from 4.0 to 4.1, duplicate entries in the Config table were causing errors (Work Item 34893)
- Doing a Hard Presence Reset was not recreating the subscriptions for all Agents (Work Item 34959)
- Agents were getting stuck in “Ringing” status on the Dashboard when placing Direct Outbound calls (Work Item 35092)
- PSTN Callbacks were not routing to Agents (Work Item 35241)
- General fixes and reliability improvements were made to Clarity Connect (Work Items 32374, 34691, 34730, 35057, 35062, 35133)
4.0.17 Cumulative Update (March 2018)
The 4.0.17 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added a new version of the WebGateway Installer (1.2.0) which can be used to install WebGateway on servers using IIS 10. (Work Item 33770)
- Added additional logging to enhance the tracking of code execution (Work Item 34318)
- Added the ability to send the current URL the customer is on to the Web Chat as an Extra Item (Work Item 34352)
- Added a button on the Big Board to show up to 24 Queue boxes across the entire screen (Work Item 34849)
- Removed Agent’s participant endpoint from the audio route when connecting the Callback caller to the call (Work Item 33357, 33638)
- Agent Finder was routing old closed sessions (Work Item 33710)
- Installation Manager was looping on applying features on Windows Server 2016 machines due to the new Windows Desktop Experience feature (Work Item 33827)
- When an invited Agent declines a consult, an exception was thrown in the Portal logs (Work Item 34258)
- Component Logs were not being generated (Work Item 34357)
- Session that were escalated from IM to Audio were not being recorded (Work Item 34528)
- Agent was continuing to hear ringing sound if the customer hangs up while in the Callback IVR (Work Item 34717)
- Agent Finder was not treating the Busy status correctly if the Agent changed their status to Busy during AfterCall (Work Item 34731)
- Session Data Report was not portraying abandoned calls (Work Item 34813)
- The IVR was unnecessarily treating an IVR transfer as an attended (consultative) transfer as opposed to an unattended (blind) transfer (Work Item 34814)
- "My Service Level” was not being shown on the Agent Summary Card (Work Item 34890)
- Away Reason Code Report was not populating the correct data (Work Item 34891)
- Passive Endpoints were not being deleted from the Endpoints table if an active/passive service crashed or was not shut down correctly (Work Item 34943)
- General fixes and reliability improvements were made to Clarity Connect (Work Items 33966, 34708, 34919, 35034)
4.0.16 Cumulative Update (January 2018)
The 4.0.16 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- The version of Clarity Connect is now written in Clarity Connect log files upon service start up and each time a new log is created (Work Item 33066).
- Added a new node for string manipulation from an extra item such as trim specific characters from left to right which can be saved in existing or another extra item (Work Item 33865, 34932).
- Added a system configuration setting that, when enabled, will filter the bulk import results by AD Organizational Unit (Work Item 34057).
- Non-permanent data such as session data and agent statuses in runtime database will now be kept for 30 days for new installations, however it can be configured later via DaysToKeepRuntimeData setting (Work Item 34058).
- The Report Scheduler is now restricted by Instance name which ensures multiple customers cannot see each other's subscriptions when hosted on the same SSRS server. This requires multi-tenant customers to re-create their subscriptions (Work Item 34139).
- General code improvements (Work Item 34160).
- The callback logic now attempts to use the endpoint that was originally called to establish a call to the customer. This allows Clarity Connect to display the number that was originally dialed (Work Item 34703).
- Agents were missing in Reports on some occasions (Work Item 28455, 33565).
- Missed call notifications did not include the queue name (Work Item 32140).
- Proxy direct calls were disconnecting after 10 minutes in some occasions (Work Item 32712).
- The HTML5 Dashboard view was broken when long metric names were listed (Work Item 32849).
- Agents were unable to transfer IM sessions to another agent who was already allocated a different IM session even if their utilization allowed it (Work Item 33563).
- Agents could not hear ringing when placing a callback (Work Item 33707).
- The administrative website now displays a notification if a used voice prompt should be archived (Work Item 34226).
- The Agent Details tab on the Queue page displayed an Access Denied message on some occasions (Work Item 33857).
- If a supervisor silent joined after whisper joining a session, IM messages could still be seen by the agent (Work Item 34253).
- The Session Details page now opens in a new tab (Work Item 34312).
- Supervisors could not be invited into sessions if already joined and barged in (Work Item 34721).
- The Session Data Report displayed duplicate rows for abandons and direct calls (Work Item 34812).
- In some cases, a session's final agent was not assigned an after call status (Work Item 34876).
- General fixes and reliability improvements where made to Clarity Connect (Work Items 33822, 33967, 33968, 33974, 34702, 34707, 34810, 34870, 34878, 34946).
4.0.15 Cumulative Update (November 2017)
The 4.0.15 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Salesforce Premium licensing is automatically validated against CMP (Work Item 33936).
- The Salesforce CTI ETL process now purges and archives Session Export data (Work Item 33938).
- Salesforce CTI handles missing or oversized recording files more efficiently (Work Item 33962).
- Call flow editor drop-down menu options are now alphabetized (Work Item 34156).
- Logging for playing a prompt when forwarding from a queue was added (Work Item 34256).
- Agents did not appear in the Silverlight Dashboard (Work Item 32266).
- The Queued dashboard metric calculation excluded pending callbacks (Work Item 32276).
- The Queue-level SLA was not calculated identically to the Queue Rollup SLA on the Silverlight Dashboard if the customer abandoned the call outside of the configured SLAseconds (Work Item 32327).
- Direct outbound dials and direct inbound dials were not listed in Session Search results (Work Item 32965).
- When editing call notes on a completed session on the administrative website in Internet Explorer, pressing the Enter key inserted a space instead of a line break (Work Item 33126).
- Calls displayed as queued even after being answered by an agent (Work Item 33542).
- Direct inbound dials and direct outbound dials did not appear in the Session Data Report (Work Item 33695).
- An unanswered Consult to Contact or Invite to Contact resulted in the agent receiving a RONA (Work Item 33804).
- Forwarding settings were preserved from the previous queues when a call was placed on hold prior to being re-enqueued (Work Item 32885).
- Abandoned or transferred IVR sessions did not display chat transcripts when IVR recording was enabled (Work Item 33029).
- The SLA on the HTML5 Dashboard was not calculated using the same formula as the SLA on the Silverlight Dashboard (Work Item 33752).
- If an invited PSTN contact ended the call, the original agent's call controls did not update in the Console (Work Item 33772).
- Agents could invite or transfer to a supervisor who was already silent or whisper joined to a session (Work Item 33828).
- Clarity Connect did not create a new session participation record for a supervisor who silent joined and then whisper joined a session (Work Item 33838).
- If an agent was suspended while in a RONA status, the RONA status timer did not stop (Work Item 33877).
- Agent Finder errors caused log errors and caused agents to be stuck in After Call Work. (Work Item 33920).
- The Session Data Report did not accurately count direct calls and IVR abandons from upgraded environments (Work Item 33935).
- Search logic was inconsistent across the Agent Profiles page, Agent Rescue page, and Agent Authorizations page (Work Item 33947).
- In some cases, an agent’s status went directly from ringing to After Call Work (Work Item 33954).
- Queue Hold messages that were too long resulted in an error on the administrative website (Work Item 34056).
- Hold messages continued to play on queued calls after being answered by an agent (Work Item 34066).
- Proxied agents called by other proxied agents remained stuck in direct outbound dial status (Work Item 34154).
- The caller remained on hold during an IM session after an agent declined the transfer (Work Item 34164).
- Unauthorized users were able to download recordings and prompts (Work Item 34255).
- Some log entries displayed as Error instead of Debug (Work Item 34270).
- Some PhoneHold Treatment changes were not accurately reflected on the Advanced Settings page (Work Item 34308).
- In some cases, the Portal service incorrectly generated AllowForwarding errors for queued calls (Work Item 34311).
- When an invited agent or joined supervisor disconnected from a call using the Skype for Business client, the agent or supervisor remained connected to the IM session (Work Item 34364).
- The messages shown to an agent after accepting an invite or consult were reversed (Work Item 34372).
- Agents' RONA and Total Session metrics displayed incorrect values on the Console (Work Item 34529).
- When a consulted agent left a session, the customer received an IM stating, “Invited agent left the conversation” (Work Item 34704).
- The caller remained on hold after the agent invited a second agent into the session (Work Item 34571).
- During high call volume, the Dashboard failed to update or open new sessions and stopped responding (Work Item 34314).
- Whisper joins displayed as silent joins and silent joins displayed as whisper joins (Work Item 34371).
- General fixes and reliability improvements were made to Clarity Connect (Work Items 31138, 33715, 33718, 33729, 33773, 33792, 33793, 33806, 33820, 33885, 33948, 33983, 34254, and 34698).
4.0.14 Cumulative Update (September 2017)
The 4.0.14 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added Event Logging and Performance Counters for the Connect Metrics service (Work Item 32467).
- Removed Portal Drain button from the Admin Console. Portal service now drains automatically when shutting down (Work Item 32908).
- Added Connect version number to Reports, which will be updated each time the report in question is improved (Work Item 33008).
- Implemented a new KPI Alert for a percentage of Agents Available in a Queue (Work Item 33290).
- Calls were not forwarding from Queue Hold, even though forwarding was enabled (Work Item 34240).
- Holiday calendar was not respecting the configured Time Zone (Work Item 33768).
- Agents would sometimes remain stuck in the After Call status (Work Item 33898).
- Session Data Report was showing all Groups, not just the Active Groups (Work Item 32212).
- Dashboard Templates page was not consistently showing all available templates (Work Item 32223).
- Console Session Card was not updated when the Session was cleared from the Agent Rescue page (Work Item 32559).
- Queues that were not associated with a Team were excluded from Report filters (Work Item 32711).
- Call Flow Coalesce node would play duplicate messages if a caller would iterate through the node twice (Work Item 32714).
- Users were unable to modify Queue skills if a skill name exceeded 35 characters (Work Item 32781).
- ReEnqueued calls would preserve Queue Forwarding settings from the initial Queue (Work Item 32833).
- Queue Depth KPI Alert would sometimes get triggered falsely (Work Item 32869).
- When a user would edit an existing Queue or Team override, the edit screen would auto-select a different Queue or Team than the override (Work Item 32911).
- Agents would occasionally appear as „stuck“ in sessions on the Agent Rescue page, even though the sessions were completed (Work Item 32920).
- Prompt Transfer node was missing from the Call Flow nodes list (Work Item 32954).
- Dashboard Template Assignment window was only showing the first ten results (Work Item 33005).
- Check Config Call Flow node was not case insensitive (Work Item 33068).
- Instant Messages escalated to AV in the Survey flow would ring the Agent (Work Item 33130).
- Dashboard was not showing agent utilization correctly (Work Item 33132).
- An agent's Skype for Business client would continue ringing for a session where the caller already requested a callback (Work Item 33310).
- Some CSV Report exports would show generic column names rather than meaningful names (Work Item 29901).
- A user was not always notified if a change was not saved when modifying Config Overrides (Work Item 33325).
- An agent was portrayed as stuck in Ringing if a caller would request callback when the agent was already allocated to the session (Work Item 33456).
- A supervisor who declined a Silent/ Whisper call join was not able to re-join the session (Work Item 33468).
- A ReEnqueued session was using the initial queue Survey settings. Now, a caller will be able to request the Survey separately in the new Queue (Work Item 33559).
- HTML5 Dashboard was sometimes incorrectly changing the color indicators in Team View (Work Item 33769).
- Incoming URI Call Flow Report did not calculate Transferred Subtotal percentage correctly (Work Item 33782).
- When a caller would iterate through the same Prompt Call Flow node multiple times, the IVR would always route to the Default node (Work Item 33812).
- Agent Bulk Edit page would sometimes show a Server Error (Work Item 33813).
- Incoming calls to the IVR would sometimes experience delay in geo-dispersed deployments (Work Item 33839).
- Agent State Detail report was sometimes showing duplicate rows for Reason Codes (Work Item 33928).
- ASA metric was incorrectly including non-queued sessions in Interval Session and Queue Session reports (Work Item 33932).
- Introduced consistency to Agent name display formatting within reports. With the change in place, an agent's name will show as „FirstName LastName“(Work Item 33933).
- Queue Call Detail Report column sizing was sometimes incorrectly rendered in Chrome (Work Item 33934).
- Multiple Reporting improvements and corrections (33656, 33657, 33662, 33714, 33719, 33745, 33753, 33755).
- Agent Bulk Edit page would sometimes respond slowly when users were selecting agents (Work Item 33814).
- Agent Utilization did not include non-primary Session participations (Work Item 33957).
- Web Gateway Chat lost compatibility with Chrome version 60 (Work Item 33990).
- Inbound calls were intermittently dropped in high call volume environments (Work Item 33831, 33873).
- Agent Bulk Import site did not prevent users from adding duplicate agents (Work Item 30580).
- Session Diagnostics page was cutting off text if the content was too long to display. Now the full text will be available on hover (Work Item 33267).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32816, 33925, 33975, 33623, 33738, 33740, 33742).
4.0.13 Cumulative Update (July 2017)
The 4.0.13 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added Event Logging and Performance Counters for the Connect Portal service (Work Item 32466).
- Removed support for Web API version 1 and moved to version 2 (Work Item 33423).
- Added a Global Configuration setting to allow administrators to disable the Report Scheduler feature (Work Item 33650).
- Added more details for tracking calls that come in outside of business hours (Work Item 31691, 32839).
- Added support for evaluating the SQRT(X) function within the Call Flow DoMath node (Work Item 28268).
- Primary agent is able to flag a session for sending the IM transcript once the conversation is completed (Work Item 32285).
- Agent Finder logging improvements (Work Item 32338).
The following issues have been resolved.
- Away Reason Codes did not show on the HTML5 Dashboard (Work Item 30403).
- Estimated Queue Wait time would never go above one minute, regardless of the call volume in the contact center (Work Item 31283).
- Incoming Uri Call Flow Report did not show Call Flow revision numbers (Work Item 32812).
- Sometimes Call Dispositions and Sub-dispositions would not show for all sessions in the Reports (Work Item 28357, 32775).
- Agents were unable to scroll through all available Away Reason Codes on the HTML5 Dashboard (Work Item 30470).
- Portal would sometimes stop routing calls in a high call volume environment (Work Item 32175).
- Supervisors were not able to record IM sessions, regardless of their authorizations (Work Item 32324).
- An agent was able to act both as a caller and agent during the same session (Work Item 32734).
- Queue Session Report was showing incorrect Max Queue Time (Work Item 32832).
- Session Data Report RONA column was showing the agents' ID instead of name (Work Item 32848).
- KPI Alerts were not filtering notifications based on Business Unit restrictions (Work Item 32868).
- ASA within the Interval Report was not calculated correctly (Work Item 32880).
- Offered Session Report was not showing on the Admin Console by default (Work Item 33053).
- Away Reason Code Report was not showing any Reason Code columns (Work Item 33152).
- Reports were showing incorrect times for durations longer than 24 hours (Work Item 33214).
- Report list would overflow in the Admin Console if there were more than 26 reports (Work Item 33241).
- Agent Data Report was showing time duration in different formats (Work Item 33319).
- Queue abandoned sessions were showing zero queue time in the Call Detail Report and Session Data Report (Work Item 33328).
- Call Detailed report was improved to include queue abandoned calls and renamed to Queue Call Detail Report (Work Item 33331).
- Session Data Report was showing zero time for IVR abandoned sessions (Work Item 33337).
- Agent Hours Report was calculating Work Time incorrectly (Work Item 33393).
- Away Reason Code Report was showing an inflated value for Logged in time (Work Item 33419).
- Away Reason Code report was sometimes showing values larger than the interval that is being tracked (Work Item 33421).
- The Console was showing Direct Outbound Dial (DOD) Contact Search even though the agent was fully utilized (Work Item 33430).
- Away time was differently calculated between Away Reason Code Report and Agent Hours Report (Work Item 33448).
- Queue Report was including other session modalities (IM, MSG) rather than just AV calls (Work Item 33502).
- The HTML5 Dashboard would occasionally show old metrics during high server load (Work Item 33503).
- Interval Report was including other session modalities (IM, MSG) rather than just AV calls (Work Item 33506).
- Direct Outbound proxy calls did not appear in the Session Search (Work Item 33561).
- Service Level percentage in reports was sometimes showing 0% by default, rather than 100% (Work Item 33609).
- Placing a caller on hold before inviting an agent did not join the caller to the conference (Work Item 33661).
- Multiple Report improvements and corrections (Work Item 32945, 33006, 32795, 33153, 33154, 33334, 33373, 33420, 33428, 33440, 33546, 33610, 33654, 33701, 33759).
- A caller could briefly hear a consulted agent as they leave the call (Work Item 33708).
- The Console would not update the agent’s interface once Clarity Connect has recovered from a connection lost (Work Item 33709).
- A Supervisor would not be presented with Silent and Whisper Join links in the Console Mini Session Card for a team different than their own (Work Item 33726).
- A Supervisor would not be presented with Take Call button in the Console Mini Session Card for a team different than their own (Work Item 33728).
- Sometimes reports would show an agents name without space between their first and last names (Work Item 33758).
- An agent was unable to put the caller on hold during a Direct Inbound Proxy call (Work Item 33807).
- Call flow DoMath GetLastDigits function would trim the first X digits rather than returning the last X digits (Work Item 33422).
- British Summer Time was not included in reports in the first week of the Daylight Saving time (Work Item 33530).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32301, 32794, 32804, 32906, 32918, 33092, 33218, 33222, 33234, 33263, 33265, 33285, 33332, 33335, 33340, 33342, 33417, 33458, 33460, 33462, 33471, 33488, 33520, 33622, 33634, 33639, 33641, 33723, 33735, 33783, 33837).
4.0.12 Cumulative Update (May 2017)
The 4.0.12 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Added the Clarity Connect Report Scheduler (Work Item 33292).
- Patch installer is now showing a notification when downtime is required (Work Item 32333).
- Added a link on the Dashboard leading to the Online Documentation site for Connect (Work Item 32334).
- Ending support for Microsoft SQL Server 2008 R2 (Work Item 33324).
- All additional participants are now fully disconnected once a call is ReEnqueued (Work Item 32763).
- After a Supervisor has ended a Silent/ Whisper Join session, he will go back to Available status (Work Item 33122).
- Added the ability to force an In-Place upgrade within the Patch Installer (Work Item 33535).
The following issues have been resolved.
- A caller was unable to use DTMF tones to navigate through the agent's voicemail if the agent had Direct Proxy Calls enabled (Work Item 33316).
- Users were not always able to save Call Disposition and Sub-Disposition (Work Item 33106).
- HTML5 Dashboard was showing Off Work agents as Other Agents (Work Item 33167).
- Multiple After Call improvement and corrections (30037, 33317).
- Supervisor Join experience improvements and corrections (Work Item 33102, 33105).
- Sessions cleared from the Agent Rescue page sometimes remained visible on the Dashboard (Work Item 32735).
- Agents were occasionally going to RONA after answering a Session (Work Item 33099).
- HTML5 Dashboard was sometimes showing all zeroes (Work Item 32810).
- All callers heard they are “The next in line” while waiting in a Queue (Work Item 30202).
- Agents appear in report filters based on Business Unit authorizations, including Termed agents, unless marked as "Exclude from report" (Work Item 30592).
- After a Session was ReEnqueued multiple times, agents did not receive Call Controls and “No Session Data found” message was showing (Work Item 32692).
- HTML5 Dashboard would occasionally stop updating (Work Item 33281, 32787).
- Session Search was excluding some IVR abandon results when the Customer Phone Number filter was set (Work Item 31671).
- Patch Installer was sometimes stuck on Waiting for all services to shut down (Work Item 33161).
- Offered Call Report was failing to load for particular dates (Work Item 33348).
- Voice prompts with a long name were pushing away the Delete button from the Phone Hold Treatment page (Work Item 31122).
- The HTML5 Dashboard was sometimes loading indefinitely (Work Item 31291, 32786).
- Agents were presented with incorrect items in the Active Sessions list on the Dashboard Team Card (Work Item 33117).
- HTML5 Dashboard was showing the same agent as Available multiple times (Work Item 33270).
- The System Extra Items were not searchable by default (Work Item 33287).
- Voice prompt Recorder was unable to re-record the prompt when attempted several times (Work Item 31128).
- Agents were seeing an incorrect status for other agents on the Team/ Queue card on the Dashboard (Work Item 33118, 33268).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 33228, 33302, 33304, 33307, 33313, 33321, 33338, 33344, 33375, 33387, 33426, 33438, 33138, 29806, 29814, 30217, 30467, 31139, 32436, 32465, 32678, 32720, 32757, 32761, 32815, 32859, 32896, 32983, 33100, 33111, 31661, 30402, 32904, 33110, 33249, 33254, 33356, 33484).
4.0.11 Cumulative Update (March 2017)
The 4.0.11 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Clarity Connect version number is visible on the Administrative Website (Work Item 31626).
- Added the ability to use multiple Portal Attendant Trusted Application Endpoints (Work Item 32742).
- Patch installer is able to automatically apply Report RDL files during the update or rollback process (Work Item 32151).
- Users are able to manipulate with the Dashboard Queue overview, using the Hide Queues page from the Administrative website (Work Item 32728).
- Added a confirmation prompt to verify a user would like to proceed with removing Dashboard Template assignments (Work Item 31101).
- Agent Bulk Import and Agent Bulk Edit pages are now available to Administrators only, unless configured differently via Roles page (Work Item 31681).
- Added support for hiding non-searchable Extra Items from the Agent Console (Work Item 32747, 32813).
- HTML5 Dashboard design improvements for Android smartphones (Work Item 29728, 29729, 29769, 29770).
- Added a descriptive message for agents if a callback does not connect to the customer (Work Item 32828).
- Clarity Connect logging improvements (Work Item 27635, 32144).
The following issues have been resolved.
- Users were able to publish a Call Flow without assigning a Starting Node (Work Item 28481).
- Incoming URI Call Flow Report was failing to load for a larger period of time (Work Item 31248).
- The initial agent was stuck in Ringing or InCall status after a session was ReEnqueued (Work Item 32307, 32311).
- HTML5 Dashboard was loading indefinitely due to dependencies on different Real Time Metrics (Work Item 27941).
- Multiple fixes and improvements for the Portal Drain functionality (Work Item 32703, 32721, 32748).
- Session Search was not filtering results correctly if Include IVR ABA/Xfer and Recording options were selected (Work Item 28394).
- HTML5 Dashboard would occasionally stop updating (Work Item 32903).
- Installation Manager was unable to upgrade the database from 3.2 to 4.0 if duplicate records were encountered (Work Item 28437).
- Agents were presented with Silent/ Whisper join buttons when using the HTML5 Dashboard from a smartphone or a tablet (Work Item 30180).
- Reports were not loading in Internet Explorer 11 when SQL Server 2014 Standard Edition was used as the Report server (Work Item 30406).
- HTML5 Dashboard was showing Today’s overview section instead of the Tear-off section when tablet devices were used (Work Item 30451).
- An agent was not successfully connected to a call if the Queue name contained a trailing space (Work Item 30453).
- HTML5 Dashboard was not loading if an agent’s permissions were preventing them from seeing any Queues (Work Item 28132).
- General fixes to the Metrics service (Work Item 28785, 28829, 32325, 32698, 32715, 32759).
- Last Updated field on the Agent Profile page was not updating if the agents have suspended themselves (Work Item 31094).
- ReEnqueued sessions were failing occasionally (Work Item 32116).
- After Call timer was not presented to agents, for Direct Proxy calls (Work Item 31515).
- Callback impersonation was preventing callbacks to connect successfully (Work Item 31670).
- General Agent Finder improvements and fixes (Work Item 32396).
- Calls would stop routing if Direct Inbound Proxy calls were forwarded to a Connect Attendant. This scenario is not supported; however, it no longer affects other calls that come in to the Connect Attendant. Behavior was changed to try to force the forwarded call to agent’s Voicemail, otherwise drop that call (Work Item 32178).
- An agent was required to use the HTML5 Dashboard Suspend button multiple times in order for change to take effect (Work Item 32280).
- After Call time was not provided to agents after transferring a call to invited contact (Work Item 32306).
- Administrative Website was loading agent’s presence slowly for geo-distributed deployments (Work Item 32927).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32168, 31629, 32103, 32161, 32441, 32443, 32501, 32569, 32680, 32690, 32740, 32753, 32808, 32814, 32891, 32892, 32829, 32850, 32870).
4.0.10 Cumulative Update (January 2017)
The 4.0.10 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Patch installer can be run from the Command Prompt (Work Item 31400).
- Patch installer allows Rollback to the previous version (Work Item 31401).
- Salesforce and Dynamics Lookup Call Flow node performs customer lookup faster (Work Item 31238).
The following issues have been resolved.
- Direct Proxy calls were not showing on the HTML5 Dashboard (Work Item 32146).
- Consulting then Inviting a Contact who is a Connect agent resulted in caller being on hold (Work Item 27685).
- External Data node was excluding null records (Work Item 28336).
- Search by an agent’s full name in the Agent Profiles page did not return any results (Work Item 29986).
- Non-searchable Extra Items were visible in the Agent Console (Work Item 30163).
- Skill Template and Team drop-downs within the Agent Profiles page was not taking Business Unit restrictions into account (Work Item 30393).
- Patch installer was not retrieving version number correctly (Work Item 32209).
- Pending callbacks were terminated after 90 minutes (Work Item 30411).
- Caller heard indefinite ringing upon answering a callback (Work Item 31089).
- Queue filter in reports did not exclude Queues based on the Business Unit structure (Work Item 31145).
- Patch installer was showing a registry warning (Work Item 32167).
- Dashboard was portraying agents as stuck in Ringing (Work Item 32172, 32179).
- Patch installer was unable to complete if database server version was Windows Server 2008 R2 (Work item 32176).
- Typo was corrected in the System Configuration page (Work Item 32277).
- ETL was unable to complete if an agent's login name or a Call Flow node name has exceeded character limitation (Work Item 27599).
- KPI alerts for All Queues did not get triggered (Work Item 27551).
- Survey DTMF tone was not configurable at Queue level (Work Item 27609).
- Calls stopped routing when services communication failed (Work Item 32226).
- Node report was showing records per each option in the Call Flow Prompt node (Work Item 27912).
- HTML5 Dashboard was always showing red indicators when Avg Talk Time or AHT was used (Work Item 30410).
- Call Notes did not provide word wrap (Work Item 29876).
- HTML5 Dashboard was showing incorrect utilization (Work Item 29939).
- General fixes and improvements to the Metrics service (Work Item 31569, 31593, 32150).
- Agent Hours report was showing incorrect Work time, Login and Logout time (Work Item 31564).
- Report list disappeared from the Admin Console when a duplicate report name was added (Work Item 31210).
- Duplicate End buttons and IM messages were shown when inviting a Supervisor (Work Item 31567).
- Agent Data report was showing incorrect values in the transfers column (Work Item 31668).
- An agent received an incoming call when not Available, after ending a Direct Proxy call (Work Item 32265).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 30013, 30063, 30227, 31333, 31392, 31412, 31420, 31435, 31467, 31478, 31483, 31488, 31489, 31490, 31491, 31508, 31521, 31532, 31533, 31534, 31535, 31561, 31574, 31579, 31583, 31587, 31589, 31605, 31616, 31636, 31638, 31647, 31653, 31682, 31685, 31711, 32143, 32181, 32191, 32196, 32214, 32216, 32218, 32224, 32261, 32286, 32270, 32322, 32343, 32345, 32352, 32356, 32369, 32376, 32411, 32413, 32416, 32418, 32439, 32441, 32478, 32497, 32498, 32506, 32529, 32531, 32540, 32556, 32288, 31651, 32533, 32536, 32567, 27830, 31625, 32446).
4.0.9 Cumulative Update (November 2016)
The 4.0.9 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
The following issues have been resolved.
- Sometimes all callers would hear the Next in line Queue hold message (Work Item 27788).
- Call Detail Report and Call Disposition Report were always showing data in the UTC time zone (Work Item 28196, 28531).
- Customers were hearing double DTMF tones on Direct Inbound calls (Work Item 28277).
- Callback was connected to an agent prior to the caller accepting the callback (Work Item 28390).
- Session Data Report was showing Unknown Caller ID and Caller SIP URI when calls were abandoned in the IVR (Work Item 28574).
- When the Call Flow Starting Node was changed, it automatically enabled the Override default starting node option (Work Item 29858).
- Sessions were getting stuck if the caller hung up during the Re-Enqueue process (Work Item 30024).
- Calls were being sent to the Voicemail if the agent declined an escalation from IM to AV (Work Item 30400).
- Direct Inbound calls were dropped if caller's URI contained a plus sign (Work Item 30526).
- Server error appeared in the Quick IVR editor when an Integration was enabled but not authenticated (Work Item 27726).
- Call was ended if the preferred agent for the session was Termed (Work Item 30284).
- HTML5 Dashboard was showing zeros if no agents were assigned to a Queue (Work Item 27872).
- HTML5 Dashboard was showing the initial agent upon transfer in Active/All Session window (Work Item 28239).
- Agents were able to Silent/ Whisper join sessions from the HTML5 Dashboard (Work Item 28273).
- HTML5 Dashboard stopped updating information (Work Item 28388, 30181).
- Agents were unable to use the same Reason Codes from the Website in Internet Explorer (Work Item 28485).
- Agents were not placed back to their previous presence upon completing the After-call time (Work Item 29733).
- Calls did not route to available agents if the Message session was closed from the Message Console while the call was waiting in Queue (Work Item 30409).
- Agent Data Report was including excluded agents (Work Item 30469).
- Message sessions initiated by Connect agents were not processed (Work Item 31093).
- General fixes and improvements to the Metrics service (Work Item 31200, 31249, 31569, 31570).
- Session Data Report did not restrict data based on authorizations (Work Item 31182).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 31251, 30514, 30519, 31147, 31175, 31184, 31204, 31207, 31253, 31278, 31318, 31326, 31334, 31406, 31434, 29924, 31187, 30023, 30218, 31241, 31432, 31572, 31215, 31357).
4.0.8 Cumulative Update (September 2016)
The 4.0.8 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Callback impersonation was improved to reflect the URI to which the call was originally placed (Work Item 27029).
- Clarity Connect logging improvements (Work Item 29900, 30233).
The following issues have been resolved.
- General fixes to the Metrics service allow the HTML5 Dashboard and Reporting services to work more reliably (Work Item 29856, 30347, 30091, 30348, 30412, 28307).
- Agent Finder fixes and improvements (Work Item 29908, 27918, 30008, 30210, 30209).
- General web services fixes (Work Item 30230, 30234, 30236).
- In a federated environment, IM callbacks did not follow the Place Callback call flow (Work Item 27853).
- A warning was displayed when an agent was un-termed (Work Item 29817).
- Setting a Calendar override to close the Portal for the day caused sessions to follow the Holiday hours path in a call flow (Work Item 29859).
- The Team Lead Role was not able to see agents on the Agent Rescue page even though the Agent Rescue role was enabled (Work Item 29860).
- Database schema fixes (Work Item 28193).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 29787, 30197).
4.0.7 Cumulative Update (August 2016)
The 4.0.7 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
General improvements to the Metrics service allow the Dashboard to load more quickly (Work Item 28281, 28306, 28311, 28870, 29782, 29897, 29970).
The following issues have been resolved.
- When adding authorizations on the Groups page of the administrative website, additional and/or incorrect authorizations were added (Work Item 27596).
- Removing a server on the System Status page that contained a server configuration override resulted in an error (Work Item 28147).
- The Business Units, Teams, and Groups pages on the administrative website did not display correctly (Work Item 28576).
- Queue skills could not be edited (Work Item 29983).
- An error message displayed when editing agent authorizations (Work Item 19816).
- Uploading a CSV file resulted in an error (Work Item 28392).
- The system configuration setting for reason codes did not update (Work Item 28529).
- Reports opened in Internet Explorer did not have scrolling functionality (Work Item 27691).
- The Dashboard landing page did not display correctly in Firefox (Work Item 29633).
- The Session Data Report displayed session IDs out of order (Work Item 28572).
- The Agent Data Report displayed incorrect values (Work Item 30077, 30079).
- The Agent Call Report displayed null values (Work Item 30075).
- The Agent Status Report displayed duplicated values (Work Item 30025).
- Session records were not written to the data warehouse after applying the 4.0.6 cumulative update (Work Item 28726).
- The Metrics service occasionally cleared metrics records for the current day when it was restarted (Work Item 28786).
- ETL did not execute properly (Work Item 28275).
- Callbacks were connected to an agent prior to the caller accepting the callback (Work Item 28390).
- A single consultation resulted in two additional agents being added to the conference (Work Item 28865).
- When making a direct inbound call from a proxied PSTN number, three participants were present in one Clarity Connect session (Work Item 28570).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 27011, 28884, 28697, 29677, 30272).
4.0.5 Cumulative Update (April 2016)
The 4.0.5 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
- Clarity has improved Agent Console logging (Work Item 27025).
- Clarity has improved the Metrics service’s ability to archive records (Work Item 27914).
The following issues have been resolved.
- Some message sessions were incorrectly excluded from reports (Work Item 27565).
- The Transfer to Voicemail if No Agents Online function did not work (Work Item 27854).
- Abandoned sessions were not pushed to the data warehouse (Work Item 27934).
- The Agent Data Report failed with a server timeout when selecting a wide range of dates (Work Item 28064).
- Clarity Connect was unable to authenticate to an integrated Salesforce instance after a Salesforce API update (Work Item 28188, 28222).
- The Create button on the Groups page did not function properly (Work Item 28252).
- DTMF tones originating from the caller on a direct outbound call were relayed back to the caller instead of to the agent (Work Item 28230).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 27998, 27943).
4.0.4 Cumulative Update (March 2016)
The 4.0.4 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
The following issues have been resolved.
- Message Router did not process unread e-mails in the order they were received if the connection to Exchange Web Services was lost for a period of time (Work Item 27622).
- The Suspended menu remained on the Dashboard even after roles were modified so the user was no longer authorized to view it (Work Item 27851).
- The SetScreenPopUrl node did not work correctly with URLs containing the ampersand (&) character (Work Item 27897).
- This CU contains other fixes, including Work Item 27870.
- Message Router did not route email sessions after applying the October CU (Work Item 27593).
- General fixes and improvements were made to Clarity Connect (Work Item 27593, 28201).
4.0.3 Cumulative Update (January 2016)
The 4.0.3 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
The following issues have been resolved.
- Reports returned no data when crossing or including a date in which Daylight Savings Time changed (Work Item 27326).
- Business units and teams could be disabled while agents were still assigned to them (Work Item 27451).
- If a remote instant message conversation was terminated but the audio conversation was still active, the entire session was dropped (Work Item 27618).
- In the Agent Console, Your # Handled displayed as 0 when an agent was participating in an instant message session (Work Item 27684).
- ETL processing stalled and took longer than expected (Work Item 27693).
4.0.2 Cumulative Update
The 4.0.2 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.
The following issues have been resolved.
- The Silent and Whisper buttons did not display on the Dashboard after a supervisor had been ejected from the call (Work Item 27458).
- An X appeared on the Dashboard when an agent tried to accept a queued call through the Dashboard (Work Item 27336).
- The agent list on the Rollup Queue disappeared after switching between Team and Queue views (Work Item 27330).
- The Agent State Detail report did not properly import agent presence information (Work Item 27464).
- Holidays could not be saved to calendars in some cases (Work Item 27028).
- Teams could be saved without assigning a business unit, which caused ETL to fail (Work Item 27002).
- An upgraded call flow containing a RunCustomCode node caused the Portal service to crash (Work Item 27067).
- If a call flow contained a Microsoft Dynamics Online node, the first call of the day that went through that node failed (Work Item 26730).
- The DoMath node failed when a + character was included in the GetLastDigits function (Work Item 27081).
- Tool tip text displayed incorrectly for the Route to Agent By Name node (Work Item 27468).
- The Show Hidden Templates icon on the Dashboard Templates page did not work in some cases (Work Item 27320).
- Seconds were not displayed in the Last Updated column on the Call Diagnostics tab (Work Item 27560).
- The Drain Direct Calls function and Age value on the System Status page did not work properly (Work Item 27594).
- The Related Sessions tab on the Session Search page did not display any sessions (Work Item 27348).
- The Agent Profiles page allowed administrators and supervisors to assign agents to any team, even if they were not authorized to do so (Work Item 27322).
- Voice prompts re-recorded through the administrative website weren’t captured properly (Work Item 27308).
- DTMF tones were not proxied on direct inbound calls (Work Item 27305).
- The portal was unable to shut down a new session in some cases, which resulted in a stuck session (Work Item 27314).
- Message Router could not handle multiple mailboxes on Office 365 (Work Item 27598).
- Agents with no skill assignments received RONAs (Work Item 27447).
- A call that received a RONA was not next in the queue in some cases (Work Item 27324).
- Abandoned outbound proxy calls did not display a responding agent (Work Item 27312).
- A Clarity Connect instance with multiple trusted application pools could not be loaded from the ConfigOverride table (Work Item 27462).
- After performing a 2.5 to 3.2 upgrade, call flows could not be opened in some cases (Work Item 27067).
- Some integration labels were incorrect (Work Item 27079, 27296).
- Abandoned calls were marked as transferred in some cases (Work Item 27452).
4.0.1 Cumulative Update (October 2015)
The 4.0.1 cumulative update includes changes and fixes to the 4.0 release.
Numerous improvements to Clarity Connect reports enhance their reliability, speed, and accuracy.
The following issues have been resolved.
- Users were able to delete all message segments in a Message node, causing the node to fail during a call.
- Agents received a RONA if they abandoned an IM session during ringing.
- The Session Search page did not return any results if a plus sign (+) was included when searching by telephone number.
- The Related Sessions tab on the Session Search page did not populate correctly when a telephone number included a plus sign (+).
- Changes to the SSRS report path on the Report Configuration page did not take effect for up to 24 hours.
4.0 Release (September 2015)
The 4.0 release includes the latest additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- A new Clarity Connect Dashboard allows for highly customizable metrics display, is accessible across multiple platforms (desktop, mobile, tablet, etc.), and provides a more detailed, user-friendly experience. The Silverlight Dashboard is still accessible, if preferred.
- Microsoft Dynamics Online integration synchronizes with Clarity Connect to display customer information from the platform as either a screen pop or URL, allowing the agent to make intelligent routing decisions. Call information can then be pushed back to the Microsoft Dynamics Online platform.
- In the Quick IVR Editor, the Dynamics Customer Lookup node and Salesforce Customer Lookup node query the selected third-party platform’s accounts and contacts to pull data into Clarity Connect, provide caller context via a screen pop or URL in the Agent Console window, and then push data back to the platform after the session has ended.
- In the Quick IVR Editor, the Dynamics Advanced Lookup node and Salesforce Advanced Lookup node allow the user to build a custom query to pull information from the selected third-party platform. The query results can then be saved in a chosen location or as an extra item.
- In the Quick IVR Editor, the Set Language node allows the user to select a text-to-speech voice and speech recognition engine that will be persisted for the duration of the call flow.
- In the Quick IVR Editor, the RouteToAgentByName node allows the user to speak an agent’s name (or Microsoft Active Directory contact, if configured) and route to them directly via the Unified Messaging attendant.
- In the Quick IVR Editor, the CheckUserPresence node identifies a user’s Skype for Business presence.
- In the Quick IVR Editor, the Transfer node transfers a caller out of the callback workflow outside of the system.
- In the Quick IVR Editor, the SetBlockRecording node blocks all recording for a session.
- In the Quick IVR Editor, private mode can be enabled on a Prompt node. This pauses recordings within that node and resumes recording when the customer is transferred to the next node.
- After requesting a callback and exiting the queue, a caller can change his or her mind and return to the queue.
- A custom post-call survey can be configured using the Quick IVR Editor.
- A new System Status page on the administrative website displays all portal instances and their status and call information.
- A new Caller Context page on the administrative website displays as the Agent Console’s default screen pop.
- The Transfer button works on desk phones.
- Multiple queue hold music streams can be configured on a per queue basis.
- Voice prompts and hold music can be updated by external parties or software.
- An agent can be automatically moved out of manual After Call mode after a specified period of time.
- Direct outbound calls display on the Dashboard.
- Context values can be dynamically inserted into IM prompt messages and IM welcome messages.
- SIP participants in an IM session can now request queue call backs (this is not supported in Web Gateway).
- Customers can be notified they are next in line via queue hold messages.
- Web Gateway sessions can now run through a Quick IVR call flow.
- Screen pops can be overridden.
- Users can customize messages sent to callers.
- After Call mode can show as the agent’s Skype for Business presence.
- On the Calendars page, the schedule for a particular day can be copied across other days of the week.
- Critical configuration changes to the administrative website can be logged for tracking purposes.
- Teams can be concealed or made visible on the Agent Teams page.
- Additions to the Agent Rescue page allow users to control agent presence states and view agent modality and utilization.
- Set Presence can be hidden for federated deployments where that functionality is not supported.
- Teams and skill templates can now be edited for imported agents on the Agent Bulk Import page.
- If enabled, the Take Call feature now allows the user to ignore the agent’s current allocation level.
- Secure access will be provided via OAuth and Microsoft Active Directory. Forms authentication is no longer supported within the new Dashboard. It will still work with the administrative website, Agent Console, and Silverlight Dashboard, however.
- Agents can now stop and start IM transcript recording from the Agent Console.
- Agents can now stop and start IM transcript recording from the Agent Console.
- IM prompts can be named, allowing for easier location and selection in the Agent Console.
- IM transcripts can be purged after a set period of time.
- Database connections can be more easily managed.
- The Advanced Configuration Settings page offers additional search and sort fields.
- Suspended and termed agents can be concealed on the Agent Profiles page.
- Changes to the data warehouse structure make it easier to pull Clarity Connect data into other tools.
- Historical report data populates within 20 minutes, allowing for near real-time reporting.
- A session can be transferred to any of a contact’s URIs from the Agent Console.
- A caller can automatically be forwarded out of queue hold after a specified period of time without the session being answered.
- Start and Stop Hold messages can now be configured on a per queue basis.
- In the Quick IVR Editor, the External Data Access node can now return multiple results from a query.
- In the Quick IVR Editor, the Message node now supports multiple messages within a single node.
- In the Quick IVR Editor, the Set Config node now supports {{ExtraItem}} variables.
- The Incoming URI Call Flow Report now aggregates data in a more flexible way. Data is collected by call flow node and then broken down by incoming URI instead of by session. Because this report data cannot be migrated from 3.2 to 4.0, legacy data, while still present, will display an incoming URI of “UNKNOWN.”
- Clarity Connect now requires only two trusted applications.
The following issues have been resolved.
- Voice prompts were not handled correctly if they did not contain a trailing \.
- Custom reports were not supported if they did not contain an AgentID parameter.
- Some call flow history lists were out of order.
- The administrative website sometimes displayed incorrect information for forwarding settings.
- Newly imported agents’ presence subscriptions could not be identified.
- Ringing was included in session recordings.
- Direct inbound calls received hold music instead of ringing.
3.2 Updates
3.2.24 Cumulative Update (May 2018)
The 3.2.24 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- During a callback, Connect now removes the Agent from audio routes while calling out to the customer (Work Item 34310)
- PSTN Callbacks were not routing to Agents (Work Item 35241)
- General fixes and reliability improvements were made to Clarity Connect (Work Items 34209, 34730)
3.2.21 Cumulative Update (November 2017)
The 3.2.21 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- Logging for playing a prompt when forwarding from a queue was added (Work Item 34256).
The following issues have been resolved.
- Agents did not appear in the Silverlight Dashboard (Work Item 32266).
- The Queue-level SLA was not calculated identically to the Queue Rollup SLA on the Silverlight Dashboard if the customer abandoned the call outside of the configured SLAseconds (Work Item 32327).
- Agents' after call presence displayed as In Call instead of Available (Work Item 32601).
- When an agent performed a Consult to Queue after a transfer, the call was transferred (Work Item 32874).
- Forwarding settings were preserved from the previous queues when a call was placed on hold prior to being re-enqueued (Work Item 32885).
- The Session Data Report failed to complete (Work Item 33834).
- Proxied agents called by other proxied agents remained stuck in direct outbound dial status (Work Item 34154).
- Some PhoneHold Treatment changes were not accurately reflected on the Advanced Settings page (Work Item 34308).
- In some cases, the Portal service incorrectly generated AllowForwarding errors for queued calls (Work Item 34311).
3.2.20 Cumulative Update (September 2017)
The 3.2.20 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- Removed Portal Drain button from the Admin Console. Portal service now drains automatically when shutting down (Work Item 32908).
The following issues have been resolved.
- Session Diagnostics page was cutting off text if the content was too long to display. Now the full text will be available on hover (Work Item 33267).
- Node report was loading slowly for customers with high call volume (Work Item 33943).
- Inbound calls were intermittently dropped in high call volume environments (Work Item 33831, 33873).
3.2.19 Cumulative Update (JULY 2017)
The 3.2.19 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- The following issues have been resolved.
- Proxy direct calls would sometimes drop after 20 minutes (Work Item 33119).
- Call flow DoMath GetLastDigits function would trim the first X digits rather than returning the last X digits (Work Item 33422).
- British Summer Time was not included in reports in the first week of the Daylight Saving time (Work Item 33530).
3.2.18 Cumulative Update (May 2017)
The 3.2.18 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- Ending support for Microsoft SQL Server 2008 R2 (Work Item 33324).
- The following issues have been resolved.
- Patch Installer was not excluding log files upon creating a Backup (Work Item 33418).
- Patch Installer was sometimes stuck on Waiting for all services to shut down (Work Item 33447).
- Database performance fixes and improvements (Work Item 33457, 32503).
- Voice prompt Recorder was unable to re-record the prompt when attempted several times (Work Item 31128).
3.2.17 Cumulative Update (March 2017)
The 3.2.17 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- The following issues have been resolved.
- Agent Data Report was loading slowly (Work Item 28333).
- The initial agent was stuck in Ringing or InCall status after a session was Re-Enqueued (Work Item 32307, 32311).
- Users were able to publish a Call Flow without assigning a Starting Node (Work Item 28481).
- ReEnqueued sessions were failing occasionally (Work Item 32116).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32168).
3.2.16 Cumulative Update (January 2017)
The 3.2.16 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- Patch installer can be run from the Command Prompt (Work Item 31400).
- Salesforce and Dynamics Lookup Call Flow node performs customer lookup faster (Work Item 31238).
The following issues have been resolved.
- Pending callbacks were terminated after 90 minutes (Work Item 30411).
- Caller heard indefinite ringing upon answering a callback (Work Item 31089).
- Consulting then Inviting a Contact who is a Connect agent resulted in caller being on hold (Work Item 27685).
- External Data node was excluding null records (Work Item 28336).
- Search by an agent’s full name in the Agent Profiles page did not return any results (Work Item 29986).
- Non-searchable Extra Items were visible in the Agent Console (Work Item 30163).
- Skill Template and Team drop-downs within the Agent Profiles page was not taking Business Unit restrictions into account (Work Item 30393).
- Patch installer was not retrieving version number correctly (Work Item 32209).
- ETL was unable to complete if an agent's login name or a Call Flow node name has exceeded character limitation (Work Item 27599).
- Patch installer was showing a registry warning (Work Item 32167).
- Dashboard was portraying agents as stuck in Ringing (Work Item 32172, 32179).
- Patch installer was unable to complete if database server version was Windows Server 2008 R2 (Work item 32176).
- Typo was corrected in the System Configuration page (Work Item 32277).
3.2.15 Cumulative Update (November 2016)
The 3.2.15 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- Agent Call Report was unable to complete when Start and End date reflected the same UTC date (Work Item 28148).
- Call Detail Report was always showing data in the UTC time zone, regardless of the selected time zone (Work Item 28196).
- Interval Session Report, Offered Session Report and Queue Session Report were not available for use from the Admin Console (Work Item 28271).
- Customers were hearing double DTMF tones on Direct Inbound calls (Work Item 28277).
- Callback was connected to an agent prior to the caller accepting the callback (Work Item 28390).
- When the Call Flow Starting Node was changed, it automatically enabled the Override default starting node option (Work Item 29858).
- Sessions were not routing to available agents (Work Item 30023).
- Sometimes all callers would hear the Next in line Queue hold message (Work Item 27788).
- Sessions were getting stuck if the caller hung up during the Re-Enqueue process (Work Item 30024).
- Calls were being sent to the Voicemail if the agent declined an escalation from IM to AV (Work Item 30400).
- Direct Inbound calls were dropped if caller's URI contained a plus sign (Work Item 30526).
- Server error appeared in the Quick IVR editor when an Integration was enabled but not authenticated (Work Item 27726).
- Agent Finder fixes and improvements (Work Item 28269).
- Calls were dropped if the preferred agent for the session was Termed (Work Item 30284).
- Server Error was encountered within Session Search, when selecting the Final Session Status (Work Item 30605).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 31251, 31700).
3.2.14 Cumulative Update (September 2016)
The 3.2.14 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- General fixes and improvements to the Agent Finder service (Work Item 29908, 27918, 30008, 30209, 30413, 30557).
- The Agent Data Report was showing excluded agents (Work Item 28380).
- Improvements and fixes to reporting filters (Work Item 28886, 29737, 29739).
- In high call volume environments, calls were not routing to available agents once they have completed manual after-call (Work Item 29699).
- The Session Data Report was showing duplicate Session ID-s (Work Item 29807).
- A warning was displayed when an agent was un-termed (Work Item 29817).
- Setting a Calendar override to close the Portal for the day caused sessions to follow the Holiday hours path in a call flow (Work Item 29859).
- The Team Lead Role was not able to see agents on the Agent Rescue page even though the Agent Rescue role was enabled (Work Item 29860).
- The Session Data Report failed to load for sessions with many participations (Work Item 29861).
- Several reports were handing date boundaries incorrectly for non-UTC time zones (Work Item 27588).
3.2.13 Cumulative Update (July 2016)
The 3.2.13 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- When adding authorizations on the Groups page of the administrative website, additional and/or incorrect authorizations were added (Work Item 27596).
- Reports opened in Internet Explorer did not have scrolling functionality (Work Item 27691).
- Callbacks were connected to an agent prior to the caller accepting the callback (Work Item 28390).
- Uploading a CSV file resulted in an error (Work Item 28392).
- The system configuration setting for reason codes did not update (Work Item 28529).
- The Business Units, Teams, and Groups pages on the administrative website did not display correctly (Work Item 28576).
- A single consultation resulted in two additional agents being added to the conference (Work Item 28865).
- When making a direct inbound call from a proxied PSTN number, three participants were present in one Clarity Connect session (Work Item 28570).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 27553, 28548, 28697).
3.2.12 Cumulative Update (June 2016)
The 3.2.12 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- Customer IDs were formatted incorrectly in the Agent Console and Session Search page if they contained too many characters (Work Item 28453).
- General fixes and reliability improvements were made to the External Data node, which experienced issues with accepting and updating extra items and executing WCF queries for some service methods (Work Item 28438, 28339, 28340, 28400).
- General fixes and reliability improvements were made to ETL (Work Item 28402, 28608).
3.2.11 Cumulative Update (April 2016)
The 3.2.11 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
Clarity has improved Agent Console logging (Work Item 27025).
The following issues have been resolved.
- The Transfer to Voicemail if No Agents Online function did not work (Work Item 27854).
- Clarity Connect was unable to authenticate to an integrated Salesforce instance after a Salesforce API update (Work Item 28188).
- DTMF tones originating from the caller on a direct outbound call were relayed back to the caller instead of to the agent (Work Item 28230).
- The Session Data Report displayed blank fields (Work Item 28186).
- The Portal Status Retrieval occasionally timed out without completing (Work Item 28145).
- Re-recorded voice prompts did not immediately take effect (Work Item 27927).
- Message Router did not route email sessions after applying the October CU (Work Item 27593).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 28111).
3.2.10 Cumulative Update (March 2016)
The 3.2.10 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- The Session Data report took a very long time to run (Work Item 27597).
- The Session Data report did not display the correct information in some instances (Work Item 27769).
- The Agent Data report excluded the last 24 hours (Work Item 27869).
- The Agent Data report used incorrect AgentIDs in some cases (Work Item 27769).
- The Agent Data report did not load after applying the January CU (Work Item 27877).
- Message Router did not process unread e-mails in the order they were received if the connection to Exchange Web Services was lost for a period of time (Work Item 27622).
- General fixes and improvements were made to databases (Work Item 27890).
- General fixes and improvements were made to ETL (Work Item 27938, 27878).
3.2.9 Cumulative Update (January 2016)
The 3.2.9 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- Business units and teams could be disabled while agents were still assigned to them (Work Item 27451).
- Some reports did not return accurate data when run within the same UTC date (Work Item 27588).
- If a remote instant message conversation was terminated but the audio conversation was still active, the entire session was dropped (Work Item 27618).
- The Node Report did not correctly report prompt nodes (Work Item 27659).
- In the Agent Console, Your # Handled displayed as 0 when an agent was participating in an instant message session (Work Item 27684).
- ETL processing stalled and took longer than expected (Work Item 27693).
- Message sessions were excluded when determining an agent’s status (Work Item 27600).
3.2.8 Cumulative Update
The 3.2.8 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The following issues have been resolved.
- The Node report displayed multiple rows per prompt option (Work Item 27556).
- The Agent Data Report did not generate in some cases (Work Item 27531).
- The Agent State Detail report did not properly import agent presence information (Work Item 27464).
- The Related Sessions tab on the Session Search page did not display any sessions (Work Item 27348).
- The Session Search page did not work properly (Work Item 27521).
- Seconds were not displayed in the Last Updated column on the Call Diagnostics tab (Work Item 27560).
- The Agent Profiles page allowed administrators and supervisors to assign agents to any team, even if they were not authorized to do so (Work Item 27322).
- The DoMath node failed when a + character was included in the GetLastDigits function (Work Item 27081).
- An upgraded call flow containing a RunCustomCode node caused the Portal service to crash (Work Item 27066).
- Teams could be saved without assigning a business unit, which caused ETL to fail (Work Item 26739).
- Voice prompts re-recorded through the administrative website weren’t captured properly (Work Item 27308).
- DTMF tones were not proxied on direct inbound calls (Work Item 27305).
- ETL failed while processing daily metrics (Work Item 27521).
- The Portal service crashed in some cases (Work Item 27467).
- The portal was unable to shut down a new session in some cases, which resulted in a stuck session (Work Item 27314).
- Agents with no skill assignments received RONAs (Work Item 27447).
- A call that received a RONA was not next in the queue in some cases (Work Item 27324).
- Abandoned outbound proxy calls did not display a responding agent (Work Item 27312).
- After performing a 2.5 to 3.2 upgrade, call flows could not be opened in some cases (Work Item 27066).
3.2.7 Cumulative Update (October 2015)
The 3.2.7 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
The Message Router service can handle duplicate notifications from the same incoming e-mail address.
- TranslateDidTelUriGeneratedSipForAC now applies to direct outbound dial sessions.
- The sub-disposition menu now updates when a new disposition is selected on the Session Search Details page.
The following issues have been resolved.
- Node-based reports' filter options displayed past revisions of call flow names, rather than only the name of the most recent revision.
- The End Time drop-down menu on the AgentCall/HoursReport allowed the user to select an incorrect value, which broke the report.
- Authorizations did not work correctly in the Session Data report.
- Agents marked as excluded from reports were not excluded from the Agent Data report.
- A bug in the Dashboard service-level agreement (SLA) logic allowed over 100% SLA for a queue.
- Some message template updates failed or did not map to the correct template revision.
- The Prompt Before Forwarding checkbox did not display the correct value when checked and then unchecked.
- In rare cases, holidays did not save.
- The Related Sessions tab on the Session Search page did not populate correctly when a telephone number included a plus sign (+).
- Archived prompts were included in the drop-down menus on the Phone Hold Treatment tab.
- The Queue and Master Settings pages sometimes displayed a full page of search results in addition to what the user actually searched for.
- The Configurations page occasionally did not load properly.
- Agents received a RONA and were placed into After Call mode after hanging up within the first few seconds of a call.
- Placing a caller on hold after the customer had requested a callback caused the call to fail.
- An agent’s IM session automatically terminated after the customer was on hold for a certain period of time.
- Customers heard both ringing and hold music during a consult dial.
- Transfers to agents failed for IM sessions.
- If the oldest queued session was included in the callback workflow, newly available agents were not routed calls in the queue.
- IsCallRandomlySelectedForRecording did not work for direct outbound calls.
- If a queue’s name was preceded by a space character, invites to agents for calls from that queue had the potential to fail.
- Requests to invite or consult with telephone URIs that didn’t contain a + character were not handled properly.
3.2.5 Cumulative Update (July 2015)
The 3.2.5 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
- In the Quick IVR Editor, the DoMath node now has two new custom functions: Remove(BaseString,StringToRemove) and Replace(BaseString,StringToReplace,ReplacementString). Examples: Remove(‘{{CustomerID}}’,‘-’) and Replace(‘{{CreditCardNumber}}’,‘-’,‘ ’).
- The customer’s telephone number and Lync address are now included in the welcome message an agent receives when accepting a session.
- Nodes on the Diagnostics tab on the Session Search Call Details page now list in order.
- When an extra item is saved, superfluous quotation marks in the extra item value are now automatically removed.
- Clarity has improved Agent Console reliability for direct calls.
The following issues have been resolved.
- The portal status query lagged as data accumulated. To prevent this, the span of agent metric data the query looks to has now been limited to one month.
- Agent Console was not loading for certain agents in some scenarios.
- Prompt input values containing # as a non-leading character were not recognized.
- Voice prompts recorded via the administrative website were not saving properly.
- A bug in the Dashboard service-level agreement (SLA) logic allowed over 100% SLA for a queue.
- An unnecessary file was causing issues in certain customer environments.
- The SetExtraItem node logged the entered value twice instead of the extra item key.
- Duplicate extra item keys were added when a customer ran through multiple Quick IVR call flows. This caused other components to fail.
- Prompt node options with a single wildcard character did not pass validation.
- Disabled skills appeared in the list on the Agent Bulk Edit page.
- DTMF inputs such as 123456 were not properly recognized when the * wildcard was used.
- Customers could hear ringing during the Connect to Callback call flow.
- Some new call flow nodes were not properly included in the data warehouse.
- Supervisors trying to save an agent profile without a phone number were incorrectly told the number was a duplicate.
- The Queue Edit and Queue Detail pages failed to load if a config setting was not understood.
- The End Time drop-down menu on the AgentCall/HoursReport allowed the user to select an incorrect value, which broke the report.
- Empty phone numbers caused the SetAgentPreference node to fail.
- If a customer in a proxied audio session sent an instant message and the instance of Connect had instant messaging support disabled, the session would terminate.
- If a caller was silent during a Prompt node that supported Interrupt and Voice Recognition, they sometimes were not given additional opportunities to speak, causing the session to go directly to the next default call flow node.
3.2.4 Cumulative Update (May 2015)
The 3.2.4 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.
E-mail routing functionality supports OAuth, allowing it to be used with Microsoft Office 365.
The SYSTEM.CallerPhoneNumber property is now set to the end user's SIP URI in the Quick IVR call flow for an instant messaging session.
The following issues have been resolved.
- Suspended agents were incorrectly prompted to enter an away reason code when returning from an Away Lync presence state.When an additional agent was invited to an instant messaging session and the session was then transferred to that invited agent, the transfer failed.
- When an additional agent was invited to an instant messaging session and the session was then transferred to that invited agent, the transfer failed.
- Connect services may have accumulated unnecessary Lync presence subscriptions during periods of poor network performance if manual After Call mode was enabled.
- ReEnqueued sessions occasionally appeared incorrectly as a New status on the Dashboard rather than a Queued status.
- In a Quick IVR call flow, DTMF input to a Prompt node was interpreted prematurely if there was a shorter option that overlapped with the beginning of a longer one (e.g., 123 and 12345).
- Instant messaging sessions were terminated unexpectedly when a supervisor that had been monitoring exited the session.
- The Salesforce Advanced Lookup node in the Quick IVR Editor could not be saved after the user tried to validate the query. The call flow node had to be saved independently from the query validation.
- The Edit page for queue IM hold forwarding displayed incorrect values for configuring if forwarding from queue hold was enabled while on the Details page.
3.2.3 Cumulative Update (April 2015)
The 3.2.3 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates.
- Transfers can be made directly from Lync desktop clients or hardware desk phones using the transfer button built into the phone or client rather than a transfer button specific to Connect. These can be performed either as attended (warm) or unattended (blind) transfers.
- A new Call Details page appears in the Agent Console. This page includes all extra items saved to the database and a link to a configurable web page in a third-party application with more details on the caller or the subject of the call.
- Support has been added for custom SQL Server Reporting Services (SSRS) reports without an AgentID parameter.
- Accurate caller ID appears on agent desk phones during a direct outbound call proxied through Clarity Connect (this displays when the call connects).
- For Prompt nodes in the Quick IVR Editor, # is now recognized as a DTMF character that can be entered using the phone keypad (pound key), rather than as a wildcard mask representing a spoken digit or non-DTMF digit. For example, if a Prompt node allows the input ???# and a caller enters 123# through the phone keypad, the text 123# will save to the configured extra item for that Prompt node. NOTE: If # is currently used as a mask in any Prompt node, change it to ?.
- Rather than displaying only a user’s default Lync contact information, the Agent Console Transfer to Contact search now displays all contacts (e.g., work and mobile numbers, SIP and voicemail addresses) found by the search.
- In addition to the setting names, the Set Config node now allows the use of extra items in values using the syntax {{ExtraItemName}}.
- Updates to the Agent Call, Agent Data, Agent Hours, and Away Reason Code reports allow them to run more efficiently.
The following issues have been resolved.
- An existing alert’s target changed itself unexpectedly when the Edit page was loaded.
- The Total ASA column on the Interval Report calculated incorrectly.
- Consult, invite, and transfer requests failed when directed to contacts configured as agents marked suspended.
- The system deadlocked when retrieving data from the Agent Console.
- The Lync extension pane was sent unexpectedly to non-agent contacts brought into a session.
- Multiple Agent Status History records occurring within one minute were incorrectly treated as duplicates and filtered from Agent Status reports.
- When additional Lync endpoints were created for a Clarity Connect instance, instant messages to the non-attendant endpoint unexpectedly displayed an extra placeholder endpoint in the customer’s conversation participants list.
- Agents were displayed inaccurately in Direct Inbound or Direct Outbound status on the Dashboard rather than After Call status when in an after call period for a proxied direct call.
- When a single call flow set an extra item multiple times, the second value occasionally did not save.
3.2.2 Cumulative Update (February 2015)
The 3.2.2 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates.
- In the Quick IVR Editor, the Salesforce Advanced Query node allows a call flow to query custom objects in Salesforce.
- In the Quick IVR Editor, the Salesforce Advanced Query node allows a call flow to query custom objects in Salesforce.
- In the Quick IVR Editor, the SetScreenPopURL node allows an IVR to set a specific URL for a website that will be loaded within the Agent Console as a screen pop.
- In the Quick IVR Editor, the DoMath nodeperforms calculations using extra items and/or some specific system-set values as input and selects the next call flow node based on whether the result is equal to, greater than, or less than a predetermined threshold.
- In the Quick IVR Editor, the Set Requested or Required Agent nodes allowa call flow to identify a specific agent who is either required or preferred over all other agents when the call reaches the queue.
- A new configuration setting allows incomplete or unanswered direct outbound calls for agents with Direct Call Proxy enabled to be included in the Your # Handled and Total AVs fields on the Agent Console and Dashboard, if desired.
- Clarity has improved handling of IVR abandons and disabled queues in the ETL process, which processes live data and moves it into the reporting database.
- Clarity has improved logging and performance of some data access operations.
The following issues have been resolved.
- A supervisor join failed if the supervisor’s Microsoft Active Directory display name contained a comma.
- Caller ID displayed as “Clarity Connect” on desk phones for all direct inbound calls, regardless of the source.
- When an agent with Direct Call Proxy enabled called another agent with Direct Call Proxy enabled, agents occasionally remained inDirect Inbound status even after the call had ended.
- When the Connect agent profile SIP URI capitalization did not match the Microsoft Active Directory SIP URI capitalization, the agent received an error message upon signing into Lync stating, “You have reached the maximum number of computer devices allowed.”
- Certain time zones displayed incorrectly on the Report Configuration page.
- The Transfer to Contact search function displayed results for nonexistent users.
- The abandon rate metric displayed a high negative value when the first call of the day queued.
- Assigning the phone number of a terminated agent to another agent resulted in a confusing user experience.
3.2.1 Cumulative Update (December 2014)
The 3.2.1 cumulative update includes additions, changes, and fixes to the 3.2 release.
GetAgentSessionInformation on the external web service allows the user to request information about an agent’s current session.
- Clarity has improved Connect’s data access performance in high-volume environments.
- The calculation for Your # Handled on the Agent Console now matches an agent’s call count on the Dashboard.
- Clarity has improved the performance of the caching logic in the Agent Console web service.
- Clarity has improved the general performance and reliability of the portal service, ETL service, and administrative website.
The following issues have been resolved.
- Direct inbound calls were improperly routed for some agents.
- Calls were incorrectly placed into a closed queue if the queue was set to Forward After Close with an empty forwarding SIP URI.
- Pagination on the KPI Alert Configuration page on the administrative website was incorrect.
- Several pages of the administrative website contained styling and display problems.
- An incorrect value displayed on the AV Hold Details page on the administrative website.
- The Agent Console registry file did not download correctly in some instances.
3.2 Release (September 2014)
The latest 3.2.x cumulative update includes all additions, changes, and fixesto the 3.2 release.
- New e-mail routing functionality forExchange 2013 natively routes e-mails to the Connect agent using skills-based routing. This allows agents to manage those message sessions using only Outlook.
- Salesforce integration allows QuickIVR nodes to look up caller information, display Salesforce screen pops to the agent handling the session, and push session transcripts, recordings, and other information to the Salesforce ticket.
- The Agent Bulk Import page on the administrative website allows the user to import new agent information from the MicrosoftActive Directory and view a display indicator of which session search options are in effect.
- The administrative website supports additional session context and integration items in Session Search.
- The administrative website allows the user to disable reason codes entirely, disable individual session sub-dispositions, persist session integration and extra item context to the database, and show additional per-server portal diagnostic information.
- Queue configuration supports separate SLAs per queue, dynamic extra items in synthesized hold text, configurable text-to-speech voice for hold messages per queue, and support for longer IM hold messages.
- In the Quick IVR Editor, the CheckModality and UpdateVoicePrompt nodes support * wildcards in IM-based flow.
- Prompt nodes now allow the user to select speech recognition engines for different languages. They also recognize strings of spoken numbers.
- Users can configure a delay before routing sessions to non-primary skilled agents.
- Clarity allows better handling of Lync outages around presence subscriptions and configurable modality routing priority.
- If no agents are online, callers can be automatically forwarded to a queue’s forwarding URI.
- Clarity has improved automatic failover in large deployments.
- Users can now record voice prompts directly from the Voice Prompts page of the administrative website.
- Clarity Connect now employs an audible ring tone when performing various call control behaviors.
- The Quick IVR Editor now supports dynamic extra item variables in Set ExtraItem Name and External Data queries. It also autocompletes those variable names and includes defaults for those encompassed in external data queries.
3.1 Updates
3.1.24 Cumulative Update (May 2018)
The 3.1.24 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Callbacks were not calling customers back (Work Item 34738)
- PSTN Callbacks were not routing to Agents (Work Item 35241)
3.1.21 Cumulative Update (November 2017)
The 3.1.21 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Agents did not appear in the Silverlight Dashboard (Work Item 32266).
- The Queue-level SLA was not calculated identically to the Queue Rollup SLA on the Silverlight Dashboard if the customer abandoned the call outside of the configured SLAseconds (Work Item 32327).
- Agents' after call presence displayed as In Call instead of Available (Work Item 32601).
- When an agent performed a Consult to Queue after a transfer, the call was transferred (Work Item 32874).
3.1.20 Cumulative Update (September 2017)
The 3.1.20 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
- Removed Portal Drain button from the Admin Console. Portal service now drains automatically when shutting down (Work Item 32908).
The following issues have been resolved.
- Session Diagnostics page was cutting off text if the content was too long to display. Now the full text will be available on hover (Work Item 33267).
3.1.19 Cumulative Update (July 2017)
The 3.1.19 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Proxy direct calls would sometimes drop after 20 minutes (Work Item 33119).
- Call flow DoMath GetLastDigits function would trim the first X digits rather than returning the last X digits (Work Item 33422).
- British Summer Time was not included in reports in the first week of the Daylight Saving time (Work Item 33530).
3.1.18 Cumulative Update (May 2017)
The 3.1.18 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
- Ending support for Microsoft SQL Server 2008 R2 (Work Item 33324).
The following issues have been resolved.
- Patch Installer was not excluding log files upon creating a Backup (Work Item 33418).
- Patch Installer was sometimes stuck on Waiting for all services to shut down (Work Item 33447).
- Voice prompt Recorder was unable to re-record the prompt when attempted several times (Work Item 31128).
3.1.17 Cumulative Update (March 2017)
The 3.1.17 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Agent Data Report was loading slowly (Work Item 28333).
- The initial agent was stuck in Ringing or InCall status after a session was ReEnqueued (Work Item 32307, 32311).
- Users were able to publish a Call Flow without assigning a Starting Node (Work Item 28481).
- ReEnqueued sessions were failing occasionally (Work Item 32116).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 32168).
3.1.16 Cumulative Update (January 2017)
The 3.1.16 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
- Patch installer can be run from the Command Prompt (Work Item 31400).
The following issues have been resolved.
- Pending callbacks were terminated after 90 minutes (Work Item 30411).
- Consulting then Inviting a Contact who is a Connect agent resulted in caller being on hold (Work Item 27685).
- External Data node was excluding null records (Work Item 28336).
- Search by an agent’s full name in the Agent Profiles page did not return any results (Work Item 29986).
- Non-searchable Extra Items were visible in the Agent Console (Work Item 30163).
- Skill Template and Team drop-downs within the Agent Profiles page was not taking Business Unit restrictions into account (Work Item 30393).
- Patch installer was not retrieving version number correctly (Work Item 32209).
- Caller heard indefinite ringing upon answering a callback (Work Item 31089).
- ETL was unable to complete if an agent's login name or a Call Flow node name has exceeded character limitation (Work Item 27599).
- Patch installer was showing a registry warning (Work Item 32167).
- Dashboard was portraying agents as stuck in Ringing (Work Item 32172, 32179).
- Patch installer was unable to complete if database server version was Windows Server 2008 R2 (Work Item 32176).
- Typo was corrected in the System Configuration page (Work Item 32277).
3.1.15 Cumulative Update (November 2016)
The 3.1.15 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Agent Call Report was unable to complete when Start Date and End Date reflected the same UTC date (Work Item 28148).
- Call Detail Report was always showing data in UTC time zone, regardless of the selected time zone (Work Item 28196).
- Interval Session Report, Offered Session Report and Queue Session Report were not available for use from the Admin Console (Work Item 28271).
- Customers were hearing double DTMF tones on Direct Inbound calls (Work Item 28277).
- Callback was connected to an agent prior to the caller accepting the callback (Work Item 28390).
- Sometimes all callers would hear the Next in line Queue hold message (Work Item 27788).
- When the Call Flow Starting Node was changed, it automatically enabled the Override default starting node option (Work Item 29858).
- Sessions were not routing to available agents (Work Item 30023).
- Sessions were getting stuck if the caller hung up during the Re-Enqueue process (Work Item 30024).
- Calls were being sent to the Voicemail if the agent declined an escalation from IM to AV (Work Item 30400).
- Direct Inbound calls were dropped if caller's URI contained a plus sign (Work Item 30526).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 31251).
3.1.14 Cumulative Update (September 2016)
The 3.1.14 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- General fixes and improvements to the Agent Finder service (Work Item 29908, 27918, 30557).
- The Agent Data Report was showing excluded agents (Work Item 28380).
- Improvements and fixes to reporting filters (Work Item 28886, 29737, 29739).
- A warning was displayed when an agent was un-termed (Work Item 29817).
- Setting a Calendar override to close the Portal for the day caused sessions to follow the Holiday hours path in a call flow (Work Item 29859).
- The Team Lead Role was not able to see agents on the Agent Rescue page even though the Agent Rescue role was enabled (Work Item 29860).
- The Session Data Report failed to load for sessions with many participations (Work Item 29861).
- Several reports were handing date boundaries incorrectly for non-UTC time zones (Work Item 27588).
3.1.13 Cumulative Update (July 2016)
The 3.1.13 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- The Business Units, Teams, and Groups pages on the administrative website did not display correctly (Work Item 28576).
- When adding authorizations on the Groups page of the administrative website, additional and/or incorrect authorizations were added (Work Item 27596).
- A single consultation resulted in two additional agents being added to the conference (Work Item 28865)
- When making a direct inbound call from a proxied PSTN number, three participants were present in one Clarity Connect session (Work Item 28570).
- Callbacks were connected to an agent prior to the caller accepting the callback (Work Item 28390).
- An error message appeared when altering agent authorizations (Work Item 27694).
- Reports opened in Internet Explorer did not have scrolling functionality (Work Item 27691).
- The system configuration setting for reason codes did not update (Work Item 28529).
- General fixes and reliability improvements were made to Clarity Connect (Work Item27553, 28548, 28697).
3.1.12 Cumulative Update (June 2016)
The 3.1.12 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Customer IDs were formatted incorrectly in the Agent Console and Session Search page if they contained too many characters (Work Item 28453).
- General fixes and reliability improvements were made to the External Data node, which experienced issues with accepting and updating extra items and executing WCF queries for some service methods (Work Item 28438, 28339, 28340, 28400).
- General fixes and reliability improvements were made to ETL (Work Item 28402, 28608).
3.1.11 Cumulative Update (April 2016)
The 3.1.11 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
Clarity has improved Agent Console logging (Work Item 27025).
The following issues have been resolved.
- The Transfer to Voicemail if No Agents Online function did not work (Work Item 27854).
- DTMF tones originating from the caller on a direct outbound call were relayed back to the caller instead of to the agent (Work Item 28230).
- The Session Data Report displayed blank fields (Work Item 28186).
- The Session Data Report did not execute properly due to duplicate records (Work Item 27910).
- The Agent Data Report displayed blank fields (Work Item 28184).
- The Agent Console Web Service experienced an error when initialized (Work Item 28177).
- The Portal Status Retrieval experienced a timeout (Work Item 28145).
- General fixes and reliability improvements were made to Clarity Connect (Work Item 28111).
3.1.10 Cumulative Update (March 2016)
The 3.1.10 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- The Session Data report took a very long time to run (Work Item 27597).
- The Agent Data report excluded the last 24 hours (Work Item 27869).
- The Agent Data report ran slowly when groups were present (Work Item 27876).
- General fixes and improvements were made to databases (Work Item 27890).
- General fixes and improvements were made to ETL (Work Item 27938, 27878).
3.1.9 Cumulative Update (January 2016)
The 3.1.9 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Business units and teams could be disabled while agents were still assigned to them (Work Item 27451).
- Some reports did not return accurate data when run within the same UTC date (Work Item 27588).
- The Node Report did not correctly report prompt nodes (Work Item 27659).
- In the Agent Console, Your # Handled displayed as 0 when an agent was participating in an instant message session (Work Item 20067).
- ETL processing stalled and took longer than expected (Work Item 27693).
3.1.8 Cumulative Update
The 3.1.8 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- The Node report displayed multiple rows per prompt option (Work Item 27556).
- The Agent Data Report did not generate in some cases (Work Item 27531).
- The Agent State Detail report did not properly import agent presence information (Work Item 27464).
- The Related Sessions tab on the Session Search page did not display any sessions (Work Item 27348).
- The Agent Profiles page allowed administrators and supervisors to assign agents to any team, even if they were not authorized to do so (Work Item 27322).
- The Session Search page did not work properly (Work Item 27521).
- Seconds were not displayed in the Last Updated column on the Call Diagnostics tab (Work Item 27560).
- An upgraded call flow containing a RunCustomCode node caused the Portal service to crash (Work Item 27065).
- Teams could be saved without assigning a business unit, which caused ETL to fail (Work Item 26737).
- Voice prompts re-recorded through the administrative website weren’t captured properly (Work Item 27308).
- Agents with no skill assignments received RONAs (Work Item 27447).
- A call that received a RONA was not next in the queue in some cases (Work Item 27324).
- Abandoned outbound proxy calls did not display a responding agent (Work Item 27312).
- The portal was unable to shut down a new session in some cases, which resulted in a stuck session (Work Item 27314).
- ETL failed while processing daily metrics (Work Item 27521).
- After performing a 2.5 to 3.2 upgrade, call flows could not be opened in some cases (Work Item 27065).
3.1.7 Cumulative Update (October 2015)
The 3.1.7 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Agents marked as excluded from reports were not excluded from the Agent Data report.
- Holidays occasionally did not save.
- Agents received a RONA and were placed into After Call mode after hanging up within the first few seconds of a call.
- Placing a caller on hold after the customer had requested a callback caused the call to fail.
- Portions of the System Configurations page occasionally did not load and settings displayed a value of 0 when saving.
- If the oldest queued session was includedin the callback workflow, newly available agents were not routed calls in thequeue.
- IsCallRandomlySelectedForRecording did not work for direct outbound calls.
3.1.6 Cumulative Update (August 2015)
The 3.1.6 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
The following issues have been resolved.
- Node-based reports' filter optionsdisplayedpast revisions of call flow names, rather than only the name of the most recent revision.
- When a voice prompt was recorded on the website, it saved to the wrong directory.
- Supervisors trying to save an agent profile without a phone number were incorrectly told the number was a duplicate.
- The Queue and Master Settings pages sometimes displayed a full page of search results in addition to what the user actually searched for.
- Archived prompts were included in the drop-down menus on the Phone Hold Treatment tab.
- A Prompt node could not be validated if it only included wildcards.
- Disabled skills appeared on the Agent Bulk Edit page.
- The portal status query lagged as data accumulated. To prevent this, the span of agent metric data the query looks to has now been limited to one month.
- If a customer in a proxied audio session sent an instant messageand the instance of Connect had instant messaging support disabled, the session would terminate.
- Prompt nodes with Interrupt and Voice Recognition enabled sent the caller to the next default node after a silence timeout rather than letting the caller try again.
- The Agent Console deadlocked for some agents.
- The Prompt before Forwarding checkbox did not display the correct value when checked and then unchecked.
3.1.4 Cumulative Update (May 2015)
The 3.1.4 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates as well as the following.
E-mail routing functionality supports OAuth, allowing it to be used with Microsoft Office 365.
The SYSTEM.CallerPhoneNumber property is now set to the end user's SIP URI in the Quick IVR call flow for an instant messaging session.
The following issues have been resolved.
- Suspended agents were incorrectly prompted to enter an away reason code when returning from an Away status.
- Connect services accumulated unnecessary presence subscriptions during periods of poor network performance.
- ReEnqueued sessions occasionally appeared incorrectly as a New status rather than a Queued status.
3.1.3 Cumulative Update (April 2015)
The 3.1.3 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates.
Support has been added for custom reports without an AgentID parameter.
- Updates to the Agent Call, Agent Data, Agent Hours, and Away Reason Code reports allow them to run more efficiently.
- Rather than displaying only a user’s default Lync contact information, the Agent Console Transfer to Contact search now displays all contacts (e.g., work and mobile numbers, SIP and voicemail addresses) found by the search.
The following issues have been resolved.
- An existing alert’s target changed itself unexpectedly when the Edit page was loaded.
- The Total ASA column on the Intervalreport calculated incorrectly.
- Consult, Invite, and Transfer requests failed when directed to contacts configured as agents and marked suspended.
- The system deadlocked when retrieving data from the Agent Console.
- The Agent Console Lync extension pane sent unexpectedly to non-agent contacts brought into a session.
- Multiple agent Status History records occurring within one minute were incorrectly treated as duplicates and filtered from Agent Status reports.
3.1.2 Cumulative Update (February 2015)
The 3.1.2 cumulative update includes all additions, changes, and fixes from prior 3.1.x cumulative updates.
A new configuration setting allows incomplete or unanswered direct outbound calls for agents with Direct Call Proxy enabled to be included in the Your # Handled and Total AVs fields on the Agent Console and Dashboard, if desired.
- Clarity has improved handling of IVR abandons and disabled queues in the ETL.
- Clarity has improved logging and performance of some data access operations.
The following issues have been resolved.
- A supervisor join failed if the supervisor’s Microsoft Active Directory display name contained a comma.
- Caller ID displayed as “Clarity Connect” on desk phones for all direct inbound calls, regardless of the source.
- When an agent with Direct Call Proxy enabled called another agent with Direct Call Proxy enabled, agents occasionally remained inDirect Inbound status even after the call had ended.
- When the Connect agent profile SIP URI capitalization did not match the Microsoft Active Directory SIP URI capitalization, the agent received an error message upon signing into Lync stating, “You have reached the maximum number of computer devices allowed.”
- Certain time zones displayed incorrectly on the Report Configuration page.
- The Transfer to Contact search function displayed results for nonexistent users.
- The abandon rate metric displayed a high negative value while the first call of the day was queued.
- Assigning the phone number of a terminated agent to another agent resulted in a confusing user experience.
3.1.1 Cumulative Update (December 2014)
The 3.1.1 cumulative update includes additions, changes, and fixesto the 3.1 release.
GetAgentSessionInformation on the external web service allows the user to request information about an agent’s current session.
- Clarity has improved Connect’s data access performance in high-volume environments.
- The calculation for Your # Handled on the Agent Console now matches an agent’s call count on the Dashboard.
- Clarity has improved the performance of the caching logic in the Agent Console web service.
- Clarity has improved the general performance and reliability of the portal service, ETL service, and administrative website.
The following issues have been resolved.
- Direct inbound calls were improperly routed for some agents.
- Calls were incorrectly placed into a closed queue if the queue was set to Forward After Close with an empty forwarding SIP URI.
- Pagination on the KPI Alert Configuration page on the administrative website was incorrect.
- Several pages of the administrative website contained styling and display problems.
- An incorrect value displayed on the AV Hold Details page on the administrative website.
- The Agent Console registry file did not download correctly in some instances.
3.1 Release (April 2014)
The latest 3.1.x cumulative update includes all additions, changes, and fixesto the 3.1 release.
- Modality escalation provides a seamless experience when escalating from an IM-only session to a full audio and instant messaging interaction.
- Quick IVR support for IM allows Connect instant messages to go through the same QuickIVR call flows as audio calls and routes them using advanced business rules and interactions.
- In the Quick IVR Editor, the External Access node allows the user to natively query WCF and HTTP web services and databases to later use the results in the call flow or persist for reporting. For longer requests, music and messages may be played in the background.
- It is now possible to join Connect to an existing Lync conference to allow an agent to assist any Lync user.
- Integration with Lync Web Access allows the user to initiate instant messaging or audio sessions that external anonymous users can join with all native functionality.
- Enhanced instant messaging functionality now provides full support for consulting with and inviting additional agents, Lync contacts, and queues.
- Updated options for agents allowshandling of multiple sessions. Each modality (instant messaging, audio) occupies a specified percentage of the agent’s bandwidth. Agents may continue taking sessions until fully utilized.
- Users can now record voice prompts directly from the Voice Prompts page on the administrative website.
- Administrative website enhancements now feature search filtering on additional pages, supplementary information and configurable options for queues, extra session search parameters, added session detail information, and a user-friendly System Configuration page.