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- Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
- If your organization is staffed during the maintenance, they will experience a short period of downtime (less than 10 minutes).
- Users will get a notification on their first login after the upgrade to accept and download the newest update. Please instruct your users to accept the application update.
- For more details about the steps each customer can take after the release, see the Post Release Testing article.
This release contains the following known limitations:
In some situations, a Callback will remain in Pending status instead of being offered to an Agent in the Ready state. The Callbacks will appear in the "Callbacks to be processed" metric inside Supervisor and will need to be activated using the "Send to Queue" command.
This release contains the following feature enhancements:
- 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.
- 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.
- Improved error handling when an Application Server is removed from service.
- For Overlay call recording, the destination for the files is now configurable per organization.
- An active call is no longer terminated when the Agent application loses its connection.
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- The 7.x reports will no longer include Callbacks in the Calls Queued calculation.
- The 2.01 report displayed no results when an interaction Direction was selected.
- The 3.04 report incorrectly included Pre Queue Duration in the Abandon time field.
- In certain scenarios a Callback requested in the queue was considered Abandoned if the caller disconnected before the system confirmed their callback request.
This release contains the following known limitations:
- In some situations, a Callback will remain in Pending status instead of being offered to an Agent in the Ready state. The Callbacks will appear in the "Callbacks to be processed" metric inside Supervisor and will need to be activated using the "Send to Queue" command.