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Release Notes
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Evolve Contact Suite
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What do you need to know?
- All workstations require Microsoft .NET version 4.8. ECS applications rely upon Microsoft’s .NET framework and this release requires version 4.8 of the .NET software. Please ensure that all client workstations are upgraded to this version using the link at the top of the ECS Application portal. Note: ECS v5.3.1 applications will not operate without v4.8 of Microsoft .NET software.
- 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.
This release contains the following feature enhancements:
- The BroadWorks Unification includes the use of the HPBX Phone when an Agent is using Microsoft Teams as the voice endpoint. An Agent will automatically be placed into the Backoffice state if they place or receive a PSTN call inside Teams.
- Supervisors can purge multiple callbacks in a single operation.
- Agents will be placed into the Backoffice state when they are on a BroadWorks call (outside of ECS) and either their Wrap Up timer ends or their Break timer expires.
- When handling a Callback interaction, Agent will display the caller’s phone number as the Destination phone number and the current outbound Caller ID as the Origin phone number.
- When exporting Campaign results in Supervisor, a maximum of 200K records can be exported in a single operation.
- The file operations internal to the Application Servers will occur on dedicated storage volumes.
- The ECS API Help is presented using the Swagger specification and supports interactive use of the API methods.
- When a workstation enters Sleep or Hibernate modes, the Agent will be placed into Offline state and the application will close.
- The communication protocol used by Supervisor was optimized to provide faster and more efficient communications between Supervisor and the ECS platform.
This release contains the following reporting enhancements:
- New 3.05 Conversations report that lists the text transcripts of email, web chat, and SMS (future) interactions.
- New 7.04 Abandoned Interactions report that summarizes caller patience at different time-based thresholds.
- New 7.05 Contact Center Performance by Demand that provides the key queue metrics at a Demand level.
- The addition of a “Run Now” feature in the Report Scheduler
- The addition of a “This Year” time period parameter on all reports.
- Four Routing Data fields (Client Name, Inbound Campaign Name, Product Name and Product Type) were added to the input parameters and output of the 2.01, 4.01, and 4.02 reports.
- The Staffed Agents definition on the 7.01 and 7.03 reports has been changed to include Agents that spent time in any state other than Offline.
This release contains the following bug fixes:
- The Simple Play activity didn’t properly speak values in the Formats of Numeric (Quantity) and Numeric (Serial).
- An Agent could be configured with a Default Phone of HPBX or Private that contained an invalid or incomplete configuration.
- Agent could not schedule a Callback after handling a Chat interaction.
- Right-clicking on the String Manipulation activity displayed extraneous commands.
- An interaction’s Waiting Time was incorrectly displayed in Agent and Supervisor if the initial interaction was missed or declined.
- Supervisor displayed a duplicate Chat window for an incoming interaction.
- Queued interactions were not offered to Ready Agents after a Light Deploy.
- In Supervisor, a Callback was not searchable when it was based upon a Campaign call and that Campaign was deleted before the Callback was completed.
- ECS Wallboard settings were not saving if the tile name included special characters.
- The Supervisor settings failed to save after the BPs on the Gauge Panel were reordered.
- Agent did not see typing indication when chatting with a Supervisor.
- Calls were not offered to Ready Agents when a Demand Filter was configured with a duration of zero seconds.
- A caller didn’t hear the Queue’s “on hold” messaging while the call is offered to a Ready Agent utilizing the HPBX Phone.
- A call incorrectly displayed in in Supervisor’s Current Interactions that was handled and completed normally by an Agent.
- Outbound calls were not included in Supervisor’s Business Process Handled metric.
- A “phantom call” was created when a call is offered to a Teams endpoint that fails delivery inside the carrier or Microsoft network.
- An Abandon event was incorrectly sent when a call failed delivery to an Agent.
- Queued interactions were not offered to an Agent after a Supervisor Close All Interactions command was initiated on a prior interaction while it was being offered (and not yet answered).
- Memory improvements on the Application Server after each Full Deploy.
This release contains the following reporting fixes:
- The field names on the CSV export of the 2.01 report were corrected.
- Custom reports that excluded a Time Zone parameter failed to execute
- The CSV export of the 2.01, 3.01, and 3.02 didn’t include double quotes around the Remarks field that could contain special characters like a comma.
- The CSV export of the 2.04 report was missing the following Interaction Type fields: Callback, Voice, Chat and Email.
- The CSV export of the 3.01 and 3.02 reports didn’t include seconds in the Start Time and End Time columns.
- The following reports did not display data when the Quarterly Period Bucket was selected: 4.10, 4.11, 4.13, and 4.14.
- The 4.11 failed to complete when Yesterday was the selected Period.
- The 6.03 report failed to execute when several thousand campaigns were selected.
- The 6.04 report didn’t display an Interaction ID on every segment.
- The 6.04 report no longer treats the initial Leave Number segment as an outbound Callback attempt and the Agent’s name is now visible on Callback attempts.
- The 7.01 report displayed the weekly total in the wrong row.
- The 7.03 report incorrectly calculated the Calls Overflowed field.
- Calls that overflowed to voicemail were considered abandoned.
This release contains the following known limitations:
- When an agent initiates a consulted transfer to a BP and completes the transfer before it’s answered by an agent (while it’s being offered), there is no Wrap Up time given to the second agent.
- The Average Speed of Answer (ASA) displayed on the Contact Center Dashboard incorrectly displays a high value.
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We are excited to announce the Evolve Contact Suite (ECS) v5.3.0 release that includes new capabilities for our customers that will be available on July 26, 2020.What do you need to know?
This release contains the following feature enhancements:
This release contains the following fixes:
This release contains the following reporting enhancements and fixes:
This Release Contains The Following Known Limitations:
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title | Evolve Contact Suite 5.2.5 Release |
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We are excited to announce the Evolve Contact Suite (ECS) v5.2.5 release that includes new capabilities for our customers.
What Do You Need to Know?
- 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.
This release contains the following feature enhancements:
BroadWorks Unification
Many customers deploy ECS in a “Unified” solution along with Evolve IP’s UCaaS or HPBX capabilities (collectively referred to as BroadWorks). The benefits of this “Unified” deployment is tight integration between the Contact Center and the rest of the organization (users outside of the Contact Center). This release includes significant advancements to the “Unification” of ECS with BroadWorks. The compelling driver for these improvements is to make Agents more efficient by streamlining their day-to-day tasks. Agents can now move seamlessly back and forth between the Agent application and their BroadWorks Handset (or UC-1 application) without concern. For more details on these enhancements, please review the ECS v5.2.5 BroadWorks Unification post.
Given the significant changes in this release for “Unified” ECS clients, we will be holding training sessions about how ECS will operate after the release of v5.2.5. Some of the key call handling functionality will operate differently and Agents need to be aware of these changes. We highly encourage all Unified ECS clients to attend! In addition to these training sessions, please review the ECS v5.2.5 Agent video which details these changes.
Additional Enhancements:
- Agents are now able to search for users in the Enterprise Directory by extension.
- The Enterprise Directory will now display user information in this order to simplify calling: HPBX User ID, DID, Extension, and Mobile Number.
- For interactions that are transfer or overflow through multiple BPs, a unique Disposition Code can now be applied for each BP.
- The Business Process list in the Agent application will now appear in alphabetical order.
- Improved validation when adding an HPBX User ID to an Agent’s profile in Setup.
- Significant improvements have been made to both the REST API and Events platforms. For more details, please visit the API Help or Events Help. Note: a new API versioning mechanism has been implemented in this release. For those organizations that have integrated via these REST API methods, you can continue to operate in the same manner. In the future, you will need to incorporate the versioning structure to take advantage of improved methods.
- For Unified clients that deploy ECS and the BroadWorks UCaaS solution, ECS now stores the PBX Call ID and PBX External Tracking ID fields in the Interaction properties and are available for use in the REST API. Please see the updated list of REST API Trigger Fields in the REST API
- When a new Callback is created and an existing Callback is active for that same phone number, the new Callback becomes active and the original Callback is closed.
- Error messages related to connectivity between the application (e.g. Agent & Supervisor) and the ECS platform were modified and are now more descriptive of the issue encountered.
- For improved clarity, the Supervisor Total Abandoned and % Abandoned columns (on the BP Monitor) now only include Incoming interactions that queued and exclude all other Interaction Types.
- Setup now deletes “old flows” immediately after each Full Deploy.
- For improved clarity, the Agent Monitor in Supervisor includes the following changes:
- The State column is now labeled Agent State
- The Elapsed State Time column is now labeled Agent State Time
- The Current State column is now labeled Interaction State
- The State Time column is now labeled Interaction State Time
- All applications incorporate a new method to collect application logs when engaging Support.
This release contains the following fixes:
- An interaction would “jump” from the first Demand Filter to the last Demand Filter.
- Metrics like Service Level and ASA were calculated incorrectly when an interaction queued in a Business Process and subsequently moved to a different BP via an overflow or agent transfer.
- In rare instances, an interaction failed delivery to an agent and that interaction became “stuck” resulting in repeated delivery to the agent.
- The # key was not recognized via API or Events.
- Some Callback interactions incorrectly appeared with the Interaction Type of “Incoming” in reports.
- The Callbacks to Be Processed metrics displayed incorrectly in Supervisor and Wallboard.
- Remarks were missing from the Delegated and Abandoned Monitor in the Supervisor application.
- The Supervisor client crashed during agent assignment if unsaved changes existed when moving agents between BPs.
- A Supervisor would listen to agent call and it would disconnect the agent and customer.
- The Supervisor ribbon with open Disposition Graph would minimize when saving changes.
- Resetting an agent’s password via an email link resulted in the agent receiving an error on the application portal.
- Callbacks were considered incomplete even after an agent handled them.
Reporting Enhancements
- The default Delivery Method for all new Report Subscriptions is Email.
- Report subscriptions created by a deleted user will be reassigned to the Organization Admin.
- When exporting reports to CSV format, the output is now a single table that includes only the detailed data without any summary sections or tables.
- On the 2.01 report, interactions handled by multiple agents will display as separate interactions.
- On the 2.01 and 2.02 reports, Agent Handing Time now includes time spent “In Conference”.
- On the 3.04 report, the “Is Transferred” field is now labeled “Is Transferred External”.
- On the 4.13 report, there is a new “Total Interactions” column.
- On the 5.05 and 7.03 report, the Agent Calls Transferred now includes both internal and external transfers.
- Total Callbacks Requested in the 7.03 report will be separated into two fields:
- Callbacks Requested (Queue) represents callbacks requested while the caller was in queue.
- Callbacks Requested (Non-Queue) represents callbacks requested outside of the queue (created by an agent, requested in the BP prior to the queue, web Callback, etc.)
Reporting Fixes
- Improved handling of Daylight Savings Time for Report Subscriptions.
- On multiple reports, overflowed interactions counted in both the initial BP and the subsequent BP.
- Report subscriptions would fail to generate when the selected Demand, Disposition Code, or BP is missing for the specified time period.
- The 1.01 report incorrectly sorted the Start Time alphanumerically.
- The 01 report incorrectly calculated Agent Busy Time.
- The 2.01 report incorrectly calculated Agent Handling Time.
- The 2.02 report incorrectly calculated Total Login Time.
- The 2.02 and 2.03 reports didn’t display the correct BP filters.
- The 2.04 report’s Interval column displayed incorrectly on a CSV export when the Time Interval = ‘Daily’.
- The 2.04 report incorrectly calculated Talk Time % (Voice), Hold Time % (Voice), and Wrap Up Time % (Voice).
- The 2.04 report incorrectly calculated Staffed Time.
- The 2.04 report incorrectly calculated Transferred Internal.
- The 2.04 and 5.05 reports Interval Column sorted monthly intervals incorrectly.
- The 3.04 report displayed the incorrect agent name.
- The 3.04 report incorrectly calculated Pre Queue Duration and Queue Duration fields.
- The 4.13 report incorrectly calculated the count of Disposition Codes.
- The 4.14 Report displayed an incorrect BP subtotal.
- The 7.03 Report displayed the wrong number of Abandoned calls.
- The 7.03 report included an extra summary row.
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We are excited to announce the Evolve Contact Suite (ECS) v5.2.4 Hot Fix 2 release that includes new capabilities for our customers.What Do You Need to Know?
This release contains the following feature enhancements:
This release contains the following fixes:
This release contains the following reporting fixes and enhancements:
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title | Evolve Contact Suite 5.2.4 Release |
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We are excited to announce the Evolve Contact Suite (ECS) v5.2.4 release that includes new capabilities for our customers.
What Do You Need to Know?
- 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.
This release contains the following feature enhancements:
- Additional API methods and Events to support the new Web Agent client and the integration of ECS data into the Contact Center Dashboard.
- The Telephony Sessions within the agent client will now open by default for all telephony interactions. A menu option has been added to allow agents to turn off this feature if desired.
- Three new columns were added to the Agent Monitor within the Supervisor Client
- Interaction State - displays the current status such as Dialing, Offered, Handling, On Hold, etc.
- Remote Party - displays the phone number or email address of the Remote Party.
- Active BP - displays the name of the Business Process associated with the interaction.
- A new Close All Interactions command added to Supervisor which closes all active interactions for the selected Agent.
- The following improvements were made to the Overlay Call Recording Solution:
- Updated the recording file name to <AgentName>-<OriginDID>-D<YYYYMMDD>-T<HHMMSS>-<milliseconds>ms
- Resolved an issue where recordings were showing the incorrect file extension in the metadata file.
- The metadata file will now include the file name only without the file path
This release contains the following reporting enhancements:
- 5.4.20 Release Notes
- Evolve Contact Suite 5.4.19 Release Notes
- Evolve Contact Suite 5.4.18 Release Notes
- Evolve Contact Suite 5.4.17 Release Notes
- Evolve Contact Suite 5.4.16 Release Notes
- Evolve Contact Suite 5.4.15 Release Notes
- Evolve Contact Suite 5.4.14 Release Notes
- Evolve Contact Suite 5.4.13 Release Notes
- Evolve Contact Suite 5.4.12 Release Notes
- Evolve Contact Suite 5.4.11 Release Notes
- Evolve Contact Suite 5.4.10 Release Notes
- Evolve Contact Suite 5.4.9 Release Notes
- Evolve Contact Suite 5.4.8 Release Notes
- Evolve Contact Suite 5.4.7 Release Notes
- Evolve Contact Suite 5.4.6 Release Notes
- Evolve Contact Suite 5.4.5 Release Notes
- Evolve Contact Suite 5.4.4 Release Notes
- Evolve Contact Suite 5.4.3 Release Notes
- Evolve Contact Suite 5.4.2 Release Notes
- Evolve Contact Suite 5.4.1 Release Notes
- Evolve Contact Suite 5.4.0 Release Notes
- Released a new 2.04 Agent Summary Report that provides a summary of the agent’s activity for the selected interval that includes all the key agent-level metrics.
- Several new fields were added to the 7.03 Report including Transfers, Avg. Hold Time, Avg. Handle Time, and Abandon Rate. A new ‘Show Empty Rows’ parameter will optionally include rows that contain no data.
- A new ‘Daily’ Report Type parameter has been added to the 7.01 and 7.03 reports. This will allow for a daily breakdown of the time period along with weekly and monthly subtotals.
- The Monet WFM feed has been updated:
- to ensure that the Demand field in the Queue data is linked to the order the Demands are assigned to the interaction.
- to exclude outbound internal interactions from the Agent data.
- to improve the accuracy of the Queue data metrics.
- The 1.02 Agent Detailed Alerts Report now includes a new input parameter: Group by Agent
- Several performance improvements were made to increase the speed of selecting report parameters across multiple reports and generating report output (including specific optimizations for the 2.01 report)
- Removed the ‘Use File Share Account’ field from report subscriptions.
This release contains the following fixes:
- The real-time metrics in Supervisor and the Agent Monitor displayed zeros instead of the actual data.
- Pending Callbacks were not offered to Ready Agents.
- The Contacts tab of the Agent client was missing some entries.
- Demand data wasn’t properly populating some reports.
- The Total Login Time on the WFM feed was incorrect.
- The 4.02 report didn’t properly represent Overflow segments.
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We are excited to announce the Evolve Contact Suite (ECS) v5.2.3 release that includes new capabilities for our customers.What Do You Need to Know?
This release contains the following enhancements:
This release contains the following reporting fix:
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We are excited to announce the Evolve Contact Suite (ECS) v5.2.2 release that includes new capabilities for our customers.When: Monday, July 8th at 2am est What Do You Need to Know?
This release contains the following new features:
This release contains the following application fixes:
Documentation |
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title | Evolve Contact Suite 5.2.0 Release |
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We are excited to announce the Evolve Contact Suite (ECS) v5.2.0 release that includes new capabilities for our customers.
What Do You Need to Know?
- 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.
This release contains the following application fixes:
- Improved performance of the Supervisor application.
- Improved performance of the Contacts tab in the Agent client which will now require the Agent to search for Contacts if they aren’t included in the initial list.
- An Agent was repeatedly offered the same interaction.
- The Supervisor application unexpectedly closed.
- Inbound calls were not being offered to an Available agent.
- Inbound calls were not being properly prioritized over outbound Callback & Campaign calls.
- The Handled and Abandoned counts in the Monet WFM Feed didn’t match the 7.0x reports.
- Added a new “Delete Old Flows” command in Setup to remove older versions of the Interaction Handling Flow that typically would be deleted after 14 days.
- A Callback Schedule could not be saved in Supervisor.
This release also contains the following report updates.
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Description of the Change
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We are excited to announce the Evolve Contact Suite (ECS) v5.1.0 release that includes new capabilities for our customers.UPDATE: The ECS v5.1.0 release originally scheduled for Sunday 3/3/19 at 2:00AM ET was moved to Monday 3/4/19 at 2:00AM ET.What Do You Need to Know?
Why Update?
What are the new features and functionality?
What are the new Reporting features and functionality?
What are the Bug Fixes?
Documentation Supervisor Quick Reference Guide Report Scheduler Quick Reference Guide Setup and Manager Client Help Content API Documentation – https://ecs-apps.voip.evolveip.net/API/Help API Sample Page – https://ecs-apps.voip.evolveip.net/API/test.html For customers that wish to utilize the Agent and Supervisor APIs – use the following link — https://ecs-apps.voip.evolveip.net/Api |
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We are excited to announce the Evolve Contact Suite (ECS) December 2018 v5.0.1 release that includes new capabilities for our customers.Sunday, December 9th at 10 PM Pacific TimeWhat Do You Need to Know?
Why Update?
What are the new features and functionality?
What are the Bug Fixes?
Documentation Supervisor Quick Reference Guide Report Scheduler Quick Reference Guide Setup and Manager Client Help Content API Documentation – https://ecs-apps.voip.evolveip.net/API/Help API Sample Page – https://ecs-apps.voip.evolveip.net/API/test.html For customers that wish to utilize the Agent and Supervisor APIs – use the following link — https://ecs-apps.voip.evolveip.net/Api |
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title | Evolve Contact Suite October 2018 Release |
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We are excited to announce that the Evolve Contact Suite (ECS) will be upgraded to provide additional services for you and your company’s users. The upgrade will take place on Sunday, October 14th at 2 AM EST.
What Do You Need to Know?
- 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 you have agents staffed during the maintenance, they will experience downtime.
- 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.
- Click here for the updated ECS Supervisor Client User Guide
- Click here for more information on the API capabilities.
- For customers currently testing and utilizing the new Agent/Supervisor APIs – you must begin using the following link instead of any previously provided links — https://ecs-apps.voip.evolveip.net/Api
Why Update?
- New Features and Functionality
- Bug Fixes
What are the new features and functionality?
- Extensive Agent and Supervisor API commands enabling third party software developers to tightly integrate their applications with ECS. The below links will be live after the upgrade.
- API Documentation – https://ecs-apps.voip.evolveip.net/API/Help
- API Sample Page – https://ecs-apps.voip.evolveip.net/API/test.html
- Any agent or supervisor login credentials will work to access the sample page
- The ORG name is embedded in each login username. For example, if your username is “ECS\CUST.BobSmith”, enter CUST as the ORG name on this page.
- It is important to note, that customers currently testing out the new APIs must now use this link — https://ecs-apps.voip.evolveip.net/Api
- Events Subscription enabling third party software developers to consume real-time ECS events.
- The HPBX Extension is now displayed in the Agent directory.
- Supervisors can now cancel a current interaction within the Supervisor Client. When the interaction is cancelled it will show up in reports as a supervisor cancelled interaction.
- When creating a new campaign, the default “Duration for No Answer” is now set to 50 seconds.
- When an agent is currently on Break and receives a call on their HPBX handset, the status of the agent will not change to Back Office, it will remain in its current state.
- The Supervisor Import Contacts feature now allows “excluding invalid timezone” combined with “automatically calculate timezone”
- The correct CallerID will appear in the call recording portal for incoming queued calls.
What are the Bug Fixes?
- At times, the caller did not hear ringback when the call was passed to an external number from the Channel or BP.
- On a second call to the agent after a system restart no notification was played to the agent while the calls was being offered.
- Campaign staffing was displaying as empty after a campaign was activated.
- The Agent’s state was not always updating when closing the Agent application.
- Agent CRM advanced search results were including search elements that did not match with criteria.
- In some instances calls in queue did not honor the overflow threshold, would remain in queue and not exit via the overflow leg.
- In certain situations when a call was offered to an agent and answered via the physical handset, the call would be disconnected upon answering and the Agent application remained in the Offering state.
- When a Power Dialer Campaign was run using the Available Agent mode, it would not functioning as expected
Documentation
Supervisor Quick Reference Guide
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