We are excited to announce the Evolve Contact Suite (ECS) v5.3.4 is planned for a release to our customers on October 3rd, 2021. Please subscribe to the Status Page for the latest notifications about this release.
What do you need to know?
- Any changes made to your environment must be fully deployed via Setup before the upgrade occurs. Any previously deployed versions in Setup will no longer be available after the upgrade.
- If your organization is staffed during the maintenance, they will experience a short period of downtime (typically 5 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 enhancements:
- SMS and MMS interaction as a new media type available and reports updated appropriately
- All applications and reporting tools have been updated to our new branding color scheme and logo
- Several API features added to support Web Agent parity and future Web Supervisor functionality
- Several security and scalability enhancements
- Queued calls ending in leave voicemail considered Overflow
- Tool tips updated related to overflowed calls
- Remote Party is a new interaction attribute
- Error handling added to prevent creating contacts with invalid email addresses
- Improvements to speed of softphone initialization
- Callbacks no longer marked as queued or abandoned
- New option to Force Session Description Protocol on SIP Invite outbound calls and Blind Transfers to ensure carrier deliverability
- Organization default time zone always appear as preferred
- Better handling of stale timeouts when no response to SIP Invite request
- Additional clarification on supervisor KPIs through tooltips
- From field optional when sending email from ECS SMTP relay
- Improved performance of campaigns import by updating database index
- Updated tooltips to reflect behavior of queued emails while offline interactions subflow flag is enabled
- Agents will be alerted if scheduling a callback for a customer that is currently on the Do Not Call list
- Able to search contacts without entering text string
- Validation has been added to the Setup Client so the same email address cannot be configured to two different Business Processes
- Improvements to search in setup using Entity GUID
- Increased maximum email attachment size from 4 MB to 1 GB
- Auto answer for new agents is turned off by default
- Added better clarity to error messages when concurrent agent license is exceeded
- Shorter client timeout setting to eliminate client freeze during slow communication
- Improved performance of keyword searching in Interaction Handling Flow (IHF)
- Ensured contacts can be loaded with a null value for “Do Not Call” field
- Expanded configuration version history to 100 iterations
- Configuration changes can be downloaded and viewed in XML format
- Improved agent renaming within the setup client
- Added caching to improve performance during reconnect of multiple agents
- Removed subscriptions tab from reports home page
- Allow Configuration changes detail window to be resized
- Support SSL modes configuration (TLS) through SMTP relay
- Clarified language in tooltip related to Campaign Average Interaction Time
- Ensured all time zones available via the API
This release contains fixes for the following issues:
- Multiple issues related to Phantom phone calls
- Multiple issues related to Key performance indicators for blind and attended transfers
- Wrap up time for agents during attended transfer was incorrect
- The customer request start and end time was saved incorrectly when a supervisor scheduled a callback
- Callback KPI was negative due to consult within business process
- Stop Recording not completed when called via API
- Calls in queue were being disconnected during light deploy
- Abandoned Percentage value through the API was incorrect
- The % Long Term Abandoned Campaign KPI on the Supervisor client was not updating immediately after an interaction was abandoned
- Email settings not fully viewable on screens with lower resolution
- HPBX agents when assigned an advanced load allowance, if the agents first interaction received was a telephony interaction, they were not presented with a second interaction of a different media type
- “Unsuccessful activity” error during supervisor listen/intervene
- Duplicate entries of agent shift data caused by shorter ETL duration
- Duplicate agent state data caused by rapid state changes
- Error received when incoming blind transfer is declined
- Missing counters across some organizations related to abandonment rates
- Inconsistent Agent Talk Time on outgoing interactions were being presented in Trigger API results
- Supervisor application would crash when selecting the Delegated and Abandoned tab
- When selecting the "X" on the password reset screen within Setup the password reset would still occur
- Operation timeout message received following completion of a transferred call
- Agent count/license held issue
- No error code was produced if API call for SendEmail fails
- Spaces were not allowed in the headers for agent import operations
- Reply button was disabled if the agent tried to hit reply before accepting the incoming email interaction
- Auto Answer status was returned incorrectly by the API
- Agents could not see added callback remarks within their My Callback view
- Campaign interactions would be stuck in a pending state if interactions were declined in excess of the max attempts setting
- The supervisor send button on email interactions would stop responding when the supervisor replied to multiple email interactions
- Reply Button was missing on a rescheduled email when accepted by an agent or supervisor
- CreationTypeName was not being populated in the API related to missing Interaction IDs (interaction reservations)
- Enter key was not completing the dial process from keyboard in agent console
- Fatal error occurring during light deploy calling non-existent meta data
- Attended transfer not working from supervisor back to agent after agent originally transferred to supervisor
- Waiting time was not being cleared when auto-answer delay is set to 0
- Calls between supervisor and agents not reporting “busy” when declined
- Inconsistent search results order returned when searching CRM with no parameters
- Callback error caused by no delay of re-invite as per SIP RFC5407 to avoid race conditions
- Setup crash during agent import
- Agents were unable to place internal calls to other agents utilizing ECS
- Web agents reflect offline status
- Reporting permissions not set correctly upon organization creation
- Operational database table not cleared after attended transfer to another business process upon offer (before accept)
- Calls stuck due to missing primary device configured with shared call appearance
- Abandoned percentage KPI did not include queued interactions in total interactions
- Business Process’s Total Interactions counter within the Supervisor client was not including custom interaction types
- Queued interactions were not reflected correctly in interaction history table
- REST API was missing Handling segment for calls longer than 1 minute
- Redundant messages for Power Dialer causing open records in operational database
- Resetting multiple agent passwords at the same time was producing an error
- Blind transfer not working properly when transferring to directory extension not assigned to an agent
- Calls were not offered to agents following light deploy when all agents were online and busy
- Calls were not offered to agent added to business process after call was already in queue
- Add to Do Not Call List was not working properly
- Error message that email attachment was not loaded in Supervisor Client
- Rescheduled email was stuck pending in queue and not offered to online agent
- Supervisor Service level was affected by preview campaign and callback answer times
- Value returned for Inactivity Timeout through the API was incorrect
- SP crash caused by SIP telephony error
- Calls stuck for auto-answer agent with advanced load allowance
- Call back data was recorded incorrectly when web callback initiated from disconnect has same origin and business process as original call back request
- Supervisor crash during SP reload
- Blind transfers to agents with auto-answer on was not working correctly
- Agent login time KPI in supervisor client not incrementing following full deploy
- Agent assignment by name (with last handling agent) does not work when agent name includes numerical content
- Run time assignments could not be set for agents set as inactive in a business process
- At times an SME agent would get stuck in a ‘No Answer’ Status
- Empty call data was causing pending requests
- Duplicate values in agent import was causing an error
- Incoming call notifications for agents with advanced load allowances not working properly
- If a Simple Play within the Interaction Handling flow has several prompts, but one fails, no other prompts were played
- Callback KPIs logic updated
- Validation error on when adding new Disposition Code Category Set occasionally caused stuck calls in queue
- Validation error displayed on the wrong load allowance
- Load allowance combination allowed for non-numeric input
- Internal agent stuck in ring back when picking up phone as opposed to accepting interaction in the UI
- Attended transfer to SME agent with private line configured fails
- Media type order in Supervisor address book was incorrect
- Interaction cannot be accepted when user clicks to accept interaction twice before the interaction transitions to a handled state
- Copy & paste was duplicating text in chat interaction
- Removal of contact when called from the API was not working
- Business process information was not populated into interaction data when email is created via the API
- Timeout was encountered when agent is searching for contacts with partial telephone numbers
- Supervisor was not consistently offered email interactions if they are the only agent in queue
- Incorrect agent ID is recorded when call is offered to multiple agents during telephony issues
- Activity to “Check Busy Agents” did not distinguish between all unavailable (busy and offline) vs all offline
This release contains the following enhancements for Contact Center reporting:
- SMS has been added as a media type to the following reports: 7.03, 5.02, 4.02, 4.01, 3.05, 3.04, 2.04, 2.01
- Include Archived Data parameter has been removed from most of the 5.0X, 6.XX, 4.XX, 3.XX, 2.XX and 1.XX reports.
- Improvements made to the Report Scheduler for quicker Log in and Report Selection wait times
- Zoom out capabilities on a report
- Reports have been updated to indicate which Supervisor forcibly closed an agents active interaction
- Spacing was missing from Report Titles in several reports run in the Scheduler
- The “Last Year” period has been removed as an option for all Subscription Reports in the Report Scheduler
- Reports now express periods longer than 24 hours in days indicated by (D)
- New parameter has been added to optionally "Exclude Short Abandons" from reports
- Report Specific Enhancements
- 2.01 & 2.04 Reports now have filters to show only connected interactions
- 2.04 Report now includes average offer time
- 3.04 Report destination column is now aligned to the center
- 3.04 Report now identifies if a call was overflowed
- 5.01 Report now behaves consistent with other reports for business process selection
- 6.04 Report Completed Callback Report Callback ID field will now populate with the Interaction ID
- 7.03 Report has been updated to include four additional routing data parameters in lieu of Business Processes: Client Name, Inbound Campaign Name, Product Name and Product Type
- Following Report Output Titles have changed:
- 2.02 output is now: Agent Time Allocation Performance
- 5.01 output is now: Business Process Agent Performance
- 5.02 output is now: Business Process Interaction Performance
- 5.03 output is now: Business Process Callback Performance
- 6.01 output is now: Completed Campaign Interactions
- 6.02 output is now: Campaign Time Frame Specific Statistics
- 6.04 output is now: Completed Callback Interactions
- 7.04 output is now: Abandoned Interactions
- The following reports have minor name changes: -
- 4.07 Voice Billing by Business Process to Voice Billing By Business Process
- 4.08 Voice Billing by Business Process - No Abandoned Calls to Voice Billing By Business Process - No Abandoned Calls
- 4.09 Voice Billing - summary only to Voice Billing Summary
This release contains fixes for the following report related issues:
- Calls Queued Calculation and Results were inconsistent across some reports
- When changing the report time period, the report filters would refresh and some filters would revert back to ‘All’
- Poor formatting of report subscription pop-up module
- Formatting issues with overlapping parameters on multiple reports
- Issues applying common schedules to report subscriptions
- Issues with incorrect agent filter in report subscriptions
- Reports scheduler could delete backed up reports if reports updater was run twice
- Report Specific
- 1.02 Report displaying business process errors not related to agents
- 1.05 Report was missing Rejection Instances
- 2.04 Report incorrectly calculated handle outgoing state time
- 2.04 Report showed inconsistent data when running the report for one agent vs multiple agents
- 2.04 Report showed talk time as greater than busy time
- 2.04 Report tooltips were incorrect
- 3.04 Report was missing HPBX Consult
- 3.05 Report segment sequences were out of order
- 4.02 Report agent handling segment data was incorrect when called from API
- 4.02 Report was missing some Rejection Instances
- 4.14 Report was unable to run when set to 21 day time period.
- 5.04 Report displayed all business process alerts as opposed to just new business process alerts
- 6.04 Report was not showing Incoming/Queued Callbacks
- 7.03 Report was showing duplicate business processes
- 7.03 Report would not count an answered interactions if it was set as a Callback
- 7.03 Report was not increasing the callback count when a call was overflowed that was converted to a callback
- 7.03 Report was not displaying staffed agent interval even when agents logged in
- 7.03 Report was missing information due as routing data was not copied over to interaction history during transfer between business processes
- 7.03 Report had duplicate data in subtotals section
- 7.03 Report Calls Queued had incorrectly included callback requests
- 7.03 Report had incorrect abandoned call data
- Non-queued callbacks were not counted in the 7.03, 7.01 and 5.02 reports