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titleEvolve Contact Suite 5.3.0 Release

We are excited to announce the Evolve Contact Suite (ECS) v5.3.0 release that includes new capabilities for our customers.

What Do You Need to Know? 

  1. 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. 
  2. If your organization is staffed during the maintenance, they will experience a short period of downtime (less than 10 minutes). 
  3. 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. 
  4. The first time your users launch an application, they may receive a message from Microsoft Defender SmartScreen about an “unrecognized app”. This message is related to the use of a new certificate during the software development process. Please encourage your users to select Run anyway if they receive this message. 
  5. All users will need to install Microsoft .NET 4.8 in the next few weeks. ECS applications rely upon Microsoft’s .NET framework and the next release (ECS v5.3.1) 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. Microsoft .NET v4.8 is compatible with both ECS v5.3.0 and ECS v5.3.1, therefore this upgrade should be performed after ECS v5.3.0 is released. Note: ECS v5.3.1 applications will not operate without v4.8 of Microsoft .NET software. 

This release contains the following feature enhancements:

  1. Back-end optimizations to the “Light Deploy” process that reduce resource consumption and improve platform scalability.
  2. A Supervisor can now select a custom break type when changing an Agent’s state.
  3. Added the ability to copy a Campaign that retains the original campaign’s definitions and agent assignments.
  4. Improved the performance of Setup when deleting a large number of agents.
  5. Improved number validation when an Agent or Supervisor attempts to configure their account to route calls to an external destination. 
  6. The Agent application will remember the Business Process selected by the Agent for their entire session.
  7. Dynamic media files are supported in the two “Prompt and Collect” activities in Setup.
  8. The Supervisor Import Contacts process supports Email Address or Phone Number 1 as the primary key.
  9. When the Admin account is used to make changes in Setup, the Windows Username is automatically added to the Description field of the Configuration Versions. 
  10. When an Agent replies to an Email interaction, the incoming Email Alias will be inserted as the “Display Name” and the “Reply To Address” in the outgoing email response.
  11. When there isn’t an “Answer Time Goal” established in Setup for a BP, the reported Service Level will be zero.
  12. Added a “Clear Disposition Code” activity to Setup. Please see the Data Set and Get Nodes KB page for more details. 
  13. Updated the call recording archive process to write previous day’s recordings to the same folder that houses all recordings for that day.
  14. The Agent Import and Export process now supports the “HPBX Registrar Username and Password” fields. 
  15. Agent names are sorted alphabetically in the “Assign Agents To Business Processes and Campaigns” Supervisor window.
  16. Several Supervisor columns were renamed to better represent the data displayed. The following fields were changed:
  17. “Average Speed of Answering” renamed to “Average Ring Time”
  18. “Average Answer Time” renamed to “Average Speed of Answer”
  19. “Average Waiting Time” renamed to “Average Wait Time” 
  20. Improved the performance of “Business Process -> General” screen in Setup when the BP included a large number of Demand Filters. 

 This release contains the following fixes:

  1. The Unified Softphone did not release its registration completely when an Agent went “Offline” or changed their extension. 
  2. Email attachments that contained special characters in the file name failed to download in the Agent application. 
  3. Copying and renaming a BP resulted in duplicate database entries. 
  4. The “Current Interactions” tab of a Campaign didn’t display all active calls.  
  5. A “Phantom Call” was created when an Agent went offline while being offered a call. 
  6. The visual indicator that an Agent is operating outside their default “Load Allowance” didn’t display when the Agent application was docked.  
  7. The “typing” indicator was missing in Chat conferences for the second agent. 
  8. A duplicate “Load Combination” could be created inside a “Load Allowance”. 
  9. Creating a new “Disposition Code” failed to save the name on the first Deploy. 
  10. The number of Abandon Calls was artificially inflated on the Contact Center Dashboard. 
  11. The Agent was unable to type a Chat response on a new interaction. 
  12. A Ready Agent wasn’t offered a queue call. 
  13. A completed call appeared in the Current Interactions tab of the Supervisor BP Monitor. 

Reporting Enhancements and Fixes

  1. On the 1.01 report, the following fields were added to the Details section of the output: Interaction State, Media Type, External Transfer DID, and Direction.  
  2. On the 3.01 and 3.02 reports, the “Media Type” field was added to the output. 
  3. On the 3.04 report, the following fields were added to the output: Is Transferred Internal, Included in SL Calculations, and Disposition Code. 
  4. On the 4.02 report, a summary graph was added to the output. 
  5. On the 4.02 report, the “Segment No.” was added to the Details section of the output. 
  6. On the 5.02 report, the following input parameters were added: Demands and Group By. 
  7. On the following reports, the “Media Type” input parameter was added and the “Interaction Type” input parameter modified to display only valid options: 1.06, 2.01, 2.03, 4.13, 4.14, and 5.02. 
  8. The Creation Time of a report will properly reflect the client’s local time. 
  9. Updated the definition of an answered interaction to include those where the Handling segment is zero seconds. 
  10. Updated the Monet historical queue data feed to exclude any calls that are considered "Short Abandons" in the Abandoned Calls field. 

This Release Contains The Following Known Limitations: 

  1. 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.  


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titleEvolve Contact Suite 5.2.5 Release

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?

  1. 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.
  2. If your organization is staffed during the maintenance, they will experience a short period of downtime (less than 10 minutes).
  3. 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:

  1. Agents are now able to search for users in the Enterprise Directory by extension.
  2. The Enterprise Directory will now display user information in this order to simplify calling: HPBX User ID, DID, Extension, and Mobile Number.
  3. For interactions that are transfer or overflow through multiple BPs, a unique Disposition Code can now be applied for each BP.
  4. The Business Process list in the Agent application will now appear in alphabetical order.
  5. Improved validation when adding an HPBX User ID to an Agent’s profile in Setup.
  6. 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.
  7. 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
  8. 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.
  9. 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.
  10. 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.
  11. Setup now deletes “old flows” immediately after each Full Deploy.
  12. For improved clarity, the Agent Monitor in Supervisor includes the following changes:
    1. The State column is now labeled Agent State
    2. The Elapsed State Time column is now labeled Agent State Time
    3. The Current State column is now labeled Interaction State
    4. The State Time column is now labeled Interaction State Time
  13. All applications incorporate a new method to collect application logs when engaging Support. 

 This release contains the following fixes:

  1. An interaction would “jump” from the first Demand Filter to the last Demand Filter.
  2. 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.
  3. In rare instances, an interaction failed delivery to an agent and that interaction became “stuck” resulting in repeated delivery to the agent.
  4. The # key was not recognized via API or Events.
  5. Some Callback interactions incorrectly appeared with the Interaction Type of “Incoming” in reports.
  6. The Callbacks to Be Processed metrics displayed incorrectly in Supervisor and Wallboard.
  7. Remarks were missing from the Delegated and Abandoned Monitor in the Supervisor application.
  8. The Supervisor client crashed during agent assignment if unsaved changes existed when moving agents between BPs.
  9. A Supervisor would listen to agent call and it would disconnect the agent and customer.
  10. The Supervisor ribbon with open Disposition Graph would minimize when saving changes.
  11. Resetting an agent’s password via an email link resulted in the agent receiving an error on the application portal.
  12. Callbacks were considered incomplete even after an agent handled them.

Reporting Enhancements

  1. The default Delivery Method for all new Report Subscriptions is Email.
  2. Report subscriptions created by a deleted user will be reassigned to the Organization Admin.
  3. 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.
  4. On the 2.01 report, interactions handled by multiple agents will display as separate interactions.
  5. On the 2.01 and 2.02 reports, Agent Handing Time now includes time spent “In Conference”.
  6. On the 3.04 report, the “Is Transferred” field is now labeled “Is Transferred External”.
  7. On the 4.13 report, there is a new “Total Interactions” column.
  8. On the 5.05 and 7.03 report, the Agent Calls Transferred now includes both internal and external transfers.
  9. Total Callbacks Requested in the 7.03 report will be separated into two fields:
    1. Callbacks Requested (Queue) represents callbacks requested while the caller was in queue. 
    2. 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

  1. Improved handling of Daylight Savings Time for Report Subscriptions.
  2. On multiple reports, overflowed interactions counted in both the initial BP and the subsequent BP.
  3. Report subscriptions would fail to generate when the selected Demand, Disposition Code, or BP is missing for the specified time period.
  4. The 1.01 report incorrectly sorted the Start Time alphanumerically.
  5. The 01 report incorrectly calculated Agent Busy Time.
  6. The 2.01 report incorrectly calculated Agent Handling Time.
  7. The 2.02 report incorrectly calculated Total Login Time.
  8. The 2.02 and 2.03 reports didn’t display the correct BP filters.
  9. The 2.04 report’s Interval column displayed incorrectly on a CSV export when the Time Interval = ‘Daily’.
  10. The 2.04 report incorrectly calculated Talk Time % (Voice), Hold Time % (Voice), and Wrap Up Time % (Voice).
  11. The 2.04 report incorrectly calculated Staffed Time.
  12. The 2.04 report incorrectly calculated Transferred Internal.
  13. The 2.04 and 5.05 reports Interval Column sorted monthly intervals incorrectly.
  14. The 3.04 report displayed the incorrect agent name.
  15. The 3.04 report incorrectly calculated Pre Queue Duration and Queue Duration fields.
  16. The 4.13 report incorrectly calculated the count of Disposition Codes.
  17. The 4.14 Report displayed an incorrect BP subtotal.
  18. The 7.03 Report displayed the wrong number of Abandoned calls.
  19. The 7.03 report included an extra summary row.


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