We are excited to announce that the Unity Agent & Desktop Client will be upgraded to provide additional services and feature functionality for you and your company’s users. The upgrade will take place on Saturday, November 3rd.
If you wish to take advantage of these new features immediately or wish to push the application to all of your users manually, click here to download the MSI installer .
Upgrade Date: Saturday, November 3rd
Time of Upgrade: 12:00 am EST
What Do You Need to Do?
- All businesses using Unity should alert their users of the upgrade taking place for desktop applications a few days prior to the upgrade. Have them logout of the application before they leave for the day on Friday.
- Users will get a notification on their next login to accept an update. Instruct your users to accept the application update.
- If your business favors pushing out an MSI and the application to all your users internally, click here to access the MSI.
- New Features and Functionality
- Bug Fixes
What are the new features and functionality?
- Contact List – the user can now right-click the Search box in the Contacts tab to select a directory to display
- User Templates – user templates can now be set as “single use” which means the settings are applied in Unity but can be overridden by the user. This is to setup an initial configuration.
- Personal Wallboard:
- Thresholds Override- thresholds can now be set per call center, as well as default values for all call centers. Thresholds can be displayed through a popup window or toast notification, this can be set per value for each threshold.
- The user can now click on a column header in the personal wallboard to sort on that column
- System Tray Menu – the user can now change their ACD state when right-clicking the Unity icon in the system tray.
- Directory Lists – Directory list entries can now be used in drag & drop operations. Right-click the search box in the Contacts tab to load different directories.
- Instant Message – If the user isn’t permitted to send instant messages they should still be able to receive them and reply. This is now the case. Unity will ensure that users don’t appear online if the user isn’t allowed to IM, even though they are connected to the IM&P platform.
- Copy Number to Clipboard – The remote number can now be copied from call logs and the visual voicemail list. Any number assigned to a monitored user in the Contacts list can also be copied to the clipboard by right-clicking that user and selecting the number to copy.
- Call Logs – when adding call logs while running, Unity will now add the start time of the call rather than the end time, which matches the call logs stored in Broadworks
- Force Disposition Codes:
- There is an existing feature to prevent the ACD state from being changed to Available until a disposition code has been assigned to the previous call center call. This feature has changed so that rather than force the agent to select a disposition code as part of changing their ACD state, Unity will now automatically popup a window in which the user must select a disposition code. This means that Unity does not passively require the disposition code to be entered, it forces the agent to assign one immediately. This means there is no chance that the agent goes into Wrap-Up ACD state and stays there without knowing it.
- Unity can be configured to force the call center agent to enter a disposition code for the previous call, which may or may not also automatically set the post-call ACD state until the code was entered, at which point it would automatically be changed to Available. Now when Unity is configured to force the agent to assign a disposition code through a popup window which is automatically displayed to the user when the call is released. The Unity UI will be disabled and the popup window will appear over all applications on the user’s desktop. A timer can be specified which will display a count-down to the user, and will automatically close once the timer duration has elapsed. This feature will act as a reminder to the user to assign a disposition code to the previous call center call, if one hasn’t already been assigned while the call was in progress (by right-clicking the call and selecting from the context menu). Unity offers two scenarios based on whether there is a post-call ACD state set in the call center profile, however this information is not accessible to Unity so it must be pre-configured through Settings. The two scenarios are outline below:
- If the post-call ACD state has been set:
- Unity will automatically change the ACD state to the post-call state while popping the window to enter a disposition code
- If a code is selected, or if the timer duration elapses, Unity will automatically hide the popup window and change the ACD state to Available
- If the ACD state is changed to Available by a third party, or the user answers a call (ACD or non–ACD) then Unity will automatically close the popup
- If the post call ACD state is NOT set:
- Unity will not change the ACD state of the user, but will pop the window to enter a disposition code
- If a code is selected, or if the timer duration elapses, Unity will hide the popup window but will not change the ACD state
- If the post-call ACD state has been set:
- Unity will now perform post ACD call behavior for outbound calls made through DNIS, this will be the same behavior as inbound ACD call behavior. This includes the ability to disabled the Unity user interface to force the agent to enter a disposition code for the call.
- Personal Directory:
- When right-clicking on the search text box to list the personal directory, the user could not right-click an entry to add, edit or remove. This functionality has now been added into all clients.
- Multiple personal directory entries can now be deleted at once, by selecting the users to delete then right-clicking and selecting “Remove selected entries” from the context menu
- Warm Transfer:
- When there are two calls in the Active Call Window that are linked through the Warm Transfer feature in Unity, then the Warm Transfer button will be shown rather than the Transfer button.
- Unity can now be configured to allow the user to transfer calls to the voicemail of any internal users, even if Unity isn’t sure that voicemail is assigned to that user. This is a property of the Call Transfer service.
- Flexible Seating Guest:
- Unity now supports the Flexible Seating Guest service, so that a user can associate themselves to a Flexible Seating Host device through the My Status quick access menu
- The Flexible Seating Guest service can now be configured through Settings. Please note that the service cannot be enabled unless the device and line type have been configured in Broadworks, if this is not the case the Enabled checkbox will be disabled.
- Meet Me Conferencing – Unity now allows the user to right-click the Conference button to view or copy details of their “reservation less” conference bridge(s), or to call a bridge as a moderator
- Drag and Drop – when dragging a call over an internal contact in the Contacts list, if there is a mobile number assigned to that user then Unity will allow the call to be warm transferred to the mobile number
- Visual Voicemail – Unity will now group any new voicemails separately and show the number of new voicemails in the tab header, as is the case with missed calls. Unity will also automatically reload the voicemail list when a new voicemail has been received.
- Monitored Users – Unity will now show an alert if a user cannot be monitored because the Privacy service is assigned and enabled. This was causing confusion because the call details of the monitored user would not be displayed. An alert will only be shown once per monitored user, this can be turned off in Settings.
- Outbound DNIS – when an outbound DNIS number is selected and an outbound call center call is made, Unity will now show the call as coming from the outbound DNIS rather than the logged-in user.
- Default Call Center Password – when the default call center password is deleted, Unity will now save that password to all existing call centers so that it doesn’t need to be manually entered by the user. Any new call centers will need to be manually configured.
What are the Bug Fixes?
- Show Queued Calls – There was a bug whereby the “Show queued calls in current call list”” was not being saved between Unity sessions.
- Call Extension When Free – There was a bug whereby the Call Extension When Free menu option was not displayed when right-clicking a monitored user in the Contacts tab, this menu option is now displayed when applicable.
- Call Center Columns – There was a bug whereby the threshold list was not loaded when a new column was selected to be added to the personal wallboard, meaning the column had to be added, then updated to include thresholds.
- Automatically Answer Call Center Calls:
- There was a bug that prevented Unity from automatically answering call center calls when configured in Settings.
- Unity was attempting to Answer an incoming call center call immediately, rather than waiting for the call control information to be received from Broadworks – Broadworks does not allow auto-answer until this message has been sent. Unity now waits for this message to be received before attempting the answer the incoming call.
- Agent Unjoin – There was a bug whereby Unity would send the command to Broadworks to set the joined state for every call center that the user is an agent for, even if not configured to change the joined state on close. This has been resolved so that if Unity isn’t configured to join all call centers on open and unjoin on close, and the user doesn’t manually join/unjoin a call center then this command will never be sent to Broadworks.
- Call Center Authentication – When a call center password was entered or modified through Settings, Unity would not immediately attempt to log into that call center when Settings where saved.
- Instant Message – There was a bug where not all internal [non-monitored] users could be selected for instant messaging, even when online. This applied both when right-clicking the user and also when dragging the user into the docked IM panel. This has now been resolved so that even users that are not being monitored in the Contacts tab can be instant messaged.
- Visual Voicemail – There was a bug whereby the Visual Voicemail list would not be reloaded after Unity recovered from a severed connection.
- Force Disposition Code:
- When Unity forced the disposition code to be entered post call center call, the user was able to change the ACD state through the system tray icon. This has been changed so that the menu item is not displayed in the system tray context menu while the disposition code popup is being displayed.
- There was a bug when using forced disposition codes, whereby if another call was answered while the disposition code popup was displayed, the Unity UI would freeze and the user would need to close through Task Manager.
- There was a bug whereby when forcing the disposition code to be assigned to the previous call center call, there were random times when the disposition code was not assigned. This was found to be because Unity was changing the ACD state to Wrap-Up [which is required] but then assigning the disposition code immediately afterwards. If the first command to change the ACD state to Wrap-Up had not completed then the second command to assign the code would not work. This has been resolved so that Unity will change the ACD state to Wrap-Up and only assign the disposition code once Broadworks has confirmed that the ACD state has been successfully changed
- Current Calls – When a call is “transferred with announce”, there was a bug whereby the remote party would not change to the name/number of the transferee.
- Call Control Buttons:
- Unity didn’t always show the correct context call control buttons (for example showing the release button rather than the Answer button when an inbound call was ringing (unanswered).
- hen there is a queued call in the current call list, then another call comes in directly to the agent, Unity will show the Release button rather than the Answer button. This has now been resolved so that the correct call control button is displayed.
- Contact List:
- There was a bug whereby if a contact from the internal directory that is not being monitored was right-clicked, the “Call” menu option was not displayed. Similarly if the call was dragged over the contact the menu options would be displayed but when clicked would not do anything. Lastly when the contact was dropped into the Active Call Window then a call would not be initiated.
- There was an issue when sorting the Contacts list which could result in items in the list not appearing. We have resolved the issue by modifying the way that sorting is performed in this list.
- Transfer to Voicemail – There was a bug whereby the user could not transfer a call to a monitored user’s voicemail if that user was on the phone.
- Disposition Code Assignment – When assigning a disposition code to the previous call center call (not through the forced disposition code popup) Unity will now wait until the ACD state has changed to Wrap-Up before assigning the disposition code.
- There was a bug whereby if the user was on a call when Unity started, then the recording state would not be shown.
- There was a bug whereby if the user was on a conference call when starting Unity, then although the calls would be displayed in the Active Call List, then wouldn’t show as in conference.
- Transfer with Announce – There was a bug in Unity that meant that when two conferenced calls were transferred together (in order for the logged-in user to leave the conference but allow the other parties to continue the call) then one or both calls would remain in the Active Call List. This has been resolved so that both calls are removed when transferred together.
- Remember Login – there was a bug whereby Unity would check the boxes to remember the user’s login details, even if it was unchecked in the last session. That has been resolved so the previously saved settings will be retained.
If you have any questions, please contact our Support team at 877.459.4347 option 2.