Page History

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1. The Auto Answer Interaction capability can be activated separately by media type. For phone calls, a configurable delay can be added to allow time for the Agent’s workstation to launch the business application “screen pop” to ensure synchronized delivery to the Agent.
2. For outbound emails, a new ECS SMTP Relay capability enables organizations the flexibility of sending emails from any address configured inside Setup. By enabling ECS as an authorized sender of the client’s email domains, the contact center gains the ability to easily send from any email account or address without the need for individual account authentication or concerns about the recipient’s email solution displaying phishing or spam warnings.
3. Improved error handling when an Application Server is removed from service.
4. For Overlay call recording, the destination for the files is now configurable per organization.
5. An active call is no longer terminated when the Agent application loses its connection.

This release contains the following reporting enhancements:

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1. In Setup, the Agent Import/Export spreadsheet including a leading space on the Chat Private Greeting field label.
2. Agent displayed visual inconsistencies when email attachments were added and removed to an email reply.
3. Supervisor displayed an incorrect Abandon Rates for custom Interaction Types.
4. On a consulted transfer, if the second Agent answers simultaneously on the handset and the Agent application, the transferring Agent would lose all call handling commands.
5. The queue messaging didn’t play if the caller pressed a DTMF digit while the call was being offered to an Agent in a Unified deployment.
6. The BP Dashboard inside Supervisor displayed the incorrect number of Agents in each ACD State during a Light Deploy.
7. The ASA and Service Level on the Contact Center Dashboard displayed incorrect values that made the results look worse than actual.
8. Consulted transfers via the web Agent fail to complete.
9. When the agent's HPBX endpoint returns a SIP 480 error, Supervisor applications continues to increment the Waiting Time for that interaction.
10. When the agent's HPBX endpoint returns repeated SIP errors, the agent was not placed automatically into the No Answer state.
11. A Callback interaction is misidentified in the queue and cannot be answered by an agent.
12. An organization's service package failed to start after a Full Deploy.
13. Outbound Campaign calls were placed outside of the specified Customer Calling Hours.
14. The Agent application experienced significantly degraded performance.
15. Ready agents were not offered a queued interaction.
16. A Full Deploy that included the renaming of hundreds of agents failed to complete. 
17. An interaction that was active during a Light Deploy didn't display on reports.

This release contains the following reporting fixes:

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