Fixes

Admin Portal

Within the call queues callbacks tab, the option to “Play system audio” for call slots could only be disabled when callbacks were enabled. The user is now able to select/deselect the “Play system audio” option for call slots without callbacks having to be enabled.
Occasionally, the Administrator role could not be copied. This update resolves this issue
It was possible to set the timings on a time range between 24:05 – 24:55, this would then prevent the user to editing or deleting the time range. The validation has been updated so that the maximum value which can be entered for a time range is 24:00
When a user was adding/editing a webchat queue, they were unable to name the queue to the same name as a call or email queue within their company. This has been resolved now so that the user can enter the webchat queue name the same as a call or email queue, but not the same as another webchat queue.

Occasionally, the list of queues would contain duplicate tiles for queues until refreshing. This update resolves this issue.

Note: To see more information around the Supervisor Portal, visit our Supervisor Knowledge Base.

When an agent was handling a scheduled, callback or campaign call the options to consult or transfer was not available in the active items panel. The options now correctly display to the agent when handling the calls as standard.
When an agent was handling email channel items, a partially composed email was not saving as a draft when the agent is interrupted by a call or switched to another active item. This is now resolved so that if the agent navigates away from a reply (either by themselves or system prompted) the draft response will be saved for the email.
Occasionally, when a call was presented to an agent the accept/reject buttons would not display correctly. This update resolves this issue.
When a Scheduled Call was received by an agent, and they then blind transferred the call to another Contact Agent, the agent receiving the call would be placed incorrectly in the “Dialling Contact” status. This update resolves this issue.
Occasionally, agents were unexpectedly being pushed to the unavailable state, preventing calls from being presented to them. This update resolves this issue for the scenarios encountered.

Note: To see more information around the Agent Portal, visit our Agent Knowledge Base.

In a previous update the ability to limit the values within the query nodes was added, however this did not include strings. We have now added the option to include strings for the parameter value selections.

Find out more information around the Flow Editor within the Administrator Portal.

For a call which is transferred from one agent to another, both of which have Call Recording enabled, the recording was only generated for the first agent and not the second. The recording will now be generated for the second agent, providing call recording is enabled correctly for the second agent.
For a call which is transferred from one agent to another, both of which have Call Recording enabled, the call recording for the second leg showed the originating agent’s name instead of the new agent. This has been resolved so that the 2nd leg of the recording (and any other additional transfers) display the correct agent’s name involved.
When an agent was handling an inbound call and consulted a 3rd party number, the consultation call to the 3rd party number would not produce a call recording. This has been resolved now so that an additional queue level call recording will be produced for the 3rd party consultation on inbound calls.

Find out more information around Call Recording within the Administrator Portal.

The call data voicemail report was not correctly populating the call flow node name for the node which the call navigated to. This is now resolved to correctly populate the node name for which the call navigated to record a voicemail
The calls report did not populate the agent name for auto callback calls (dropped call callbacks). This has been resolved to correctly populate the name of the agent which handled the call.

Find out more about Reporting within the Administrator Portal.

When an agent was handling a webchat item and selected to send an attachment, the attachment would not download for the ‘caller’. This has now been resolved so that the attachment will be downloaded when sent by the agent.

Find out more about Webchat within the Administrator Knowledge Base.