Contact Expert v7.0 for Skype for Business Server
Release news, recommendations and up-to-date information about this version of Contact Expert
This version was released on 14th of September 2019.
Important
Cumulative Update 15 released on 31st of May 2022
Notes and Recommendations
This document describes all enhancements and bugs fixed in the above product version. In addition, all major known issues not yet addressed are also listed in this document.
Versioning and Hotfix releasing Strategy
Starting from v5.9, Contact Expert version numbers have the following format: vMajor.Minor
Major Version
The first number represents the major version. When this number is increased, a new major version is introduced. Major versions contain significant changes in the product such as an extensive set of significant new features, new architecture or completely redesigned software components. Consequently a new major version might be backward incompatible with the previous major version (but not necessarily).
Minor Version
The second number represents the minor version which is increased when less significant features are added to the product.
Cumulative Hotfixes
In addition to minor versions, Geomant also releases cumulative hotfix packages to provide quick fixes to serious problems that should not wait until the next minor release. These hotfix packages are tied to a specific minor version and contain the fixes of all the previous hotfix packages for this minor version.
Version Compatibility and Upgrade Strategy
When upgrading, consider the difference ("distance") between the old and the new version. If the upgrade is within the same major version then we are talking about a minor version upgrade. If the distance between the old and new version overlaps at least one major version, then this is a major version upgrade.
Minor versions are always backward compatible. Example
- v6.0 - major version (architectural changes & new features & bug fixes; not compatible with v5.x)
- v6.1 - minor version (new features & bug fixes; compatible with v6.x)
A clean and a cumulative upgrade installation media is created for each major and minor version, so every package contains the fixes and feature additions of all previous releases. However Geomant proceeds to perform exhaustive compatibility tests with the last 2 minor versions only, therefore if the distance between your 6.x version and the currently available latest 6.x is greater than 2 minor versions, then you might need gradual, step-by-step upgrades.
Also, since major versions usually bring architectural changes that make them backward incompatible, the old version must be completely uninstalled and the new version must be installed from a clean installation package. An upgrade install is typically not usable in such cases. When a major upgrade (thus a clean install) is due, the system typically have accumulated a number of previous minor upgrades all of which must be uninstalled individually starting from the most recent.
Or, as an alternative, instead of uninstalling all the existing upgrades, the recommended way is reinstalling Contact Expert on a clean operating system (restored from a previous snapshot or installed newly).
Note
Client/Server Version Compatibility
Please note that if you upgrade Contact Expert server components to a new minor version, all Contact Expert agent client applications must also be updated at the same time. Older clients will not work with a new minor version of Contact Expert server.
However, the maintenance version of the server and the client does not matter as long as they have the same minor version. In other words, each client having the same minor version as the server's minor version is always compatible with the server, regardless of the maintenance version.
Note
Database Version Compatibility
Contact Expert databases are not removed or altered during a minor upgrade or uninstall process, therefore all the configuration data, except for the ones entered during an installation, are left intact. This includes all the business related data such as agent, campaign, contact and historical data.
Since a major upgrade typically contains database schema changes which might cause potential data loss, Contact Expert databases will need to be updated to reach compatibility with the new major version to be installed. This can be achieved by using the SQL scripts from the upgrade installation package of the concerned major version.
CE Agent Application Compatibility
CE v7.0 environments will only function properly with CE Agent version 7.0.
Microsoft Lync/Skype for Business Version Compatibility
Please review our CE Compatibility Matrix with SfB/Lync Platform on Microsoft Lync and Skype for Business support.
OnCall IVR Version Compatibility
Please review our official statement on OnCall IVR Engine and OnCall IVR Designer compatibility matrix.
Cloud Requirements
For chat functionality, a Buzzeasy subscription and cloud connection is required. For cloud based agent scripting, a cloud connection is required.
Important
64 bit Windows operating system is required for Cloud based agent side scripting!
Special Notes
Fixed by Microsoft: Cancelled outbound calls to customers remains ringing
Please note that Microsoft acknowledged an issue with Skype for Business Server 2015 whereby calls initiated from within a conference towards a PSTN phone remains ringing even though the originator cancelled the outbound call attempt or even left the conference. Arriving in the Skype for Business Server 2015 May 2017 Update Rollup this issue is now fixed.
Geomant tested the fix with SfB Server 2015 and confirms it works as promoted!
Geomant is not aware of the same fix for Lync Server 2013 platforms at this moment.
Deprecated API & Services
DynFlow based scripting is removed from the product
DynFlow engine based agent script have been removed from the system with no option to use them since Contact Expert 6.1, customers with DynFlow based scripting are required to migrate to the new cloud based scripting platform.
Legacy scripting is deprecated and will be removed in future releases
Old scripting or legacy scripting is deprecated and will be removed from the product in future releases. Customers using old/legacy scripting are required to migrate to the new cloud based scripting platform.
Note
Legacy scripting is not tested to cooperate with other components of the product. While using it is not yet explicitly blocked, runtime errors might show up.
Skype for Business based chat service
Skype for Business platform based chat service has been deprecated and removed from Contact Expert 6.0 solution, components include:
- Chat Widget
- Chat Proxy
- WordPress plugin
Customers running chat service prior to 6.0 will need to update their corporate web site to include reference to the new cloud based chat services
SMS capabilities are removed from the product
Contact Expert 6.0 SMS messaging capability has been removed from the solution. SMS messaging functionality has been transferred to the Buzzeasy product suite.
Client Access Server - Administration methods removed
Client Access Server Administration interface methods are removed, customization using this API are required to be rewritten using the REST API provided over Management Service, for more information please visit the following article.
Client Access Server Information Service interface methods are deprecated, customization using this API are required to be rewritten using the REST API provided over Management Service, for more information please visit the following article.
Installation
Install the product as usual and apply all hotfixes released for this specific version as these fix every critical issues revealed.
Please read the Upgrade Guide for further details about the update process and our backup recommendations.
Feature Matrix
General
|
6.0 |
6.1 |
7.0 |
| Basic agent scripting |
 |
|
|
| Highest priority queue ACD strategy added |
|
|
|
| Built-in call recording |
|
|
|
| Transfer to CE queues enabled |
|
|
|
| Support for localization |
|
|
|
| Support for TLS 1.0, 1.1 and 1.2 |
|
|
|
| Support for secure HTTPS and TLS communication protocols |
|
|
|
| Contact Expert enabled with predictive dialing strategy |
|
|
|
| Queue and campaign linking & cloning |
|
|
|
| Automated IVR outbound campaigns using On Call IVR |
|
|
|
| Introduction of a new administration interface – CE Portal – replacing ACE Admin |
|
|
|
| Enhanced Administrative Features using CE Portal |
! |
|
|
| Administrative Interface integrated with Skype for Business to display agent state and start chat conversation from CE Portal |
|
|
|
| User management and role based access to resources |
|
|
|
| RESTful web API is introduced to replace the Client Access Server |
|
|
|
| Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill |
|
|
|
| Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode |
|
|
|
| Multi-tenant architecture – allowing multiple individual organization can share the system |
|
|
|
| Ability to define custom voice messages. E.g. queue music, welcome message, hold music, etc. |
|
|
|
| Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings |
|
|
|
| Enhanced skill update – supervisor performed skill updates to agent is automatically applied |
|
|
|
| Multi-tenant architecture – alarms and resource updates is applied for each tenant separately |
|
|
|
| Corporate address book |
|
|
|
| Scheduled task filtering enhancement –type, -status, -preference, |
|
|
|
| Ability to initiate a call over CE Automation API |
|
|
|
| Automatic failover support on secondary server |
|
|
|
| Campaign specific wrap-up timers |
|
|
|
| Redirect calls on no answer – place agents to RONA auxiliary reason |
|
|
|
| Support for initiating calls to response groups |
|
|
|
| In queue messaging improvement / audio volume dipping during TTS messages |
|
|
|
| Agent application automatic recovery in case of failure |
|
|
|
| Automatic (configurable) closure of abandoned calls |
|
|
|
| Support of multiple chat sources (website, social media, apps.) |
|
|
|
| Real time queue display and ability to select next work item from the queue |
|
|
|
| Control predictive startup parameters |
|
|
|
| Predictive healing - Campaign dialing remains in predictive even if reference control values are breached |
|
|
|
| Campaign level contact phone number exclusion - Excluded numbers are not dialed |
|
|
|
| Before connect compliance messaging |
|
|
|
| Timezone support |
|
|
|
Agent Desktop
|
6.0 |
6.1 |
7.0 |
| Agent consult and transfer enabled |
|
|
|
| Enhanced agent experience in full screen and toolbar mode |
|
|
|
| MSI Installer provided for client application |
|
|
|
| Enhanced agent script pages and designer |
|
|
|
| Customizable agent dashboard – including global, team and agent statistics |
|
|
|
| Agents are able to initiate or revoke a break request during work |
|
|
|
| Agent dashboard replaces skill statistics with queue statistics |
|
|
|
| Agent can leave a comment for each interaction as is shown in the contact history |
|
|
|
| Business tags are presented in the order of administration |
|
|
|
| Email Search interface |
|
|
|
| Quick Email |
|
|
|
| Support for Arabic language localization - Agent & customer facing interfaces |
|
|
|
| Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions |
|
|
|
| Agent can accept internal IM’s during call handling |
|
|
|
| Agent’s ability to handle multiple concurrent chat request |
|
|
|
| Agent’s ability to handle multiple concurrent chat and email and be available for voice |
|
|
|
| Russian language support on Agent facing interfaces |
|
|
|
| Document sharing during chat session |
|
|
|
| Spell checking support when using the email editor |
|
|
|
| Agent scripting powered by Adaptive Scripting |
|
|
|
| Companion |
|
|
|
| Campaign based scripting tool support |
|
|
|
BI and Reporting
|
6.0 |
6.1 |
7.0 |
| Reporting enhancement, filtering options added |
|
|
|
| Enhanced call detail reports showing hold and talk time |
|
|
|
| Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports |
|
|
|
| Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor |
|
|
|
| CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states |
|
|
|
| Enhanced Analytical and Executive Reports |
|
|
|
| Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate |
|
|
|
| Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report |
|
|
|
| Call result – operation report introduced / detailing call activity outcome |
|
|
|
| Tracking report support displaying 5000 records |
|
|
|
| New BI Agent Break type report added |
|
|
|
| Comment collected are displayed on CE Portal reports |
|
|
|
3rd Party Compatibility
|
6.0 |
6.1 |
7.0 |
| Verba call recorder native integration |
|
|
|
| Support for Active Directory service accounts |
|
|
|
| Support for Skype for Business Server 2015 |
|
|
|
| Support for Skype for Business Client 2015 |
|
|
|
| Support for Skype for Business Client 2016 |
|
|
|
| Web chat JavaScript API enabling chat integration for custom web pages |
|
|
|
| Support for SQL Server 2016 and JDBC 6.0 driver |
|
|
|
| Contact Expert is integrated with Afiniti agent and optimized customer pairing |
|
|
|
| Ability to integrate with an external ACD |
|
|
|
| Embeddable web chat widget |
|
|
|
| SQL Server 2017 support |
|
|
|
| Windows Server 2019 support |
|
|
|
| Support for Skype for Business Server 2019 |
|
|
|
General (Avaya)
|
6.0 |
6.1 |
7.0 |
| Basic agent scripting |
|
|
|
| Highest priority queue ACD strategy added |
|
|
|
| Built-in call recording |
|
|
|
| Transfer to CE queues enabled |
|
|
|
| Support for localization |
|
|
|
| Support for TLS 1.0, 1.1 and 1.2 |
|
|
|
| Support for secure HTTPS and TLS communication protocols |
|
|
|
| Queue and campaign linking & cloning |
|
|
|
| Introduction of a new administration interface – CE Portal – replacing ACE Admin |
|
|
|
| Enhanced Administrative Features using CE Portal |
|
|
|
| User management and role based access to resources |
|
|
|
| RESTful web API is introduced to replace the Client Access Server |
|
|
|
| Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill |
|
|
|
| Multi-tenant architecture – allowing multiple individual organization can share the system |
|
|
|
| Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings |
|
|
|
| Enhanced skill update – supervisor performed skill updates to agent is automatically applied |
|
|
|
| Multi-tenant architecture – alarms and resource updates is applied for each tenant separately |
|
|
|
| Corporate address book |
|
|
|
| Scheduled task filtering enhancement –type, -status, -preference, |
|
|
|
| Ability to initiate a call over CE Automation API |
|
|
|
| Automatic failover support on secondary server |
|
|
|
| Campaign specific wrap-up timers |
|
|
|
| Redirect calls on no answer – place agents to RONA auxiliary reason |
|
|
|
| Agent application automatic recovery in case of failure |
|
|
|
| Automatic (configurable) closure of abandoned calls |
|
|
|
| Contact Expert enabled with predictive dialing strategy |
|
|
|
| Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode |
|
|
|
| Support of multiple chat sources (website, social media, apps.) |
|
|
|
| Real time queue display and ability to select next work item from the queue |
|
|
|
| Control predictive startup parameters |
|
|
|
| Predictive healing - Campaign dialing remains in predictive even if reference control values are breached |
|
|
|
| Campaign level contact phone number exclusion - Excluded numbers are not dialed |
|
|
|
| Timezone support |
|
|
|
Agent Desktop (Avaya)
|
6.0 |
6.1 |
7.0 |
| Enhanced agent experience in full screen and toolbar mode |
|
|
|
| MSI Installer provided for client application |
|
|
|
| Enhanced agent script pages and designer |
|
|
|
| Customizable agent dashboard – including global, team and agent statistics |
|
|
|
| Agents are able to initiate or revoke a break request during work |
|
|
|
| Agent dashboard replaces skill statistics with queue statistics |
|
|
|
| Agent can leave a comment for each interaction as is shown in the contact history |
|
|
|
| Business tags are presented in the order of administration |
|
|
|
| Email Search interface |
|
|
|
| Quick Email |
|
|
|
| Support for Arabic language localization - Agent & customer facing interfaces |
|
|
|
| Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions |
|
|
|
| Russian language support on Agent facing interfaces |
|
|
|
| Agent can accept internal IM’s during call handling |
|
|
|
| Agent’s ability to handle multiple concurrent chat request |
|
|
|
| Agent’s ability to handle multiple concurrent chat and email and be available for voice |
|
|
|
| Document sharing during chat session |
|
|
|
| Spell checking support when using the email editor |
|
|
|
| Agent scripting powered by Adaptive Scripting |
|
|
|
| Companion |
|
|
|
| Campaign based scripting tool support |
|
|
|
BI and Reporting (Avaya)
|
6.0 |
6.1 |
7.0 |
| Reporting enhancement, filtering options added |
|
|
|
| Enhanced call detail reports showing hold and talk time |
|
|
|
| Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports |
|
|
|
| Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor |
|
|
|
| CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states |
|
|
|
| Enhanced Analytical and Executive Reports |
|
|
|
| Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report |
|
|
|
| Call result – operation report introduced / detailing call activity outcome |
|
|
|
| Tracking report support displaying 5000 records |
|
|
|
| New BI Agent Break type report added |
|
|
|
| Comment collected are displayed on CE Portal reports |
|
|
|
| Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate |
|
|
|
| Comment collected are displayed on CE Portal reports |
|
|
|
3rd Party Compatibility (Avaya)
|
6.0 |
6.1 |
7.0 |
| Support for Active Directory service accounts |
|
|
|
| Web chat JavaScript API enabling chat integration for custom web pages |
|
|
|
| Support for SQL Server 2016 and JDBC 6.0 driver |
|
|
|
| Contact Expert is integrated with Afiniti agent and optimized customer pairing |
|
|
|
| Ability to integrate with an external ACD |
|
|
|
| Personalized call routing using Afiniti |
|
|
|
| Support for chat bots |
|
|
|
| SQL Server 2017 support |
|
|
|
| Windows Server 2019 support |
|
|
|
Highlights
Contact Expert 7.0 brings timezone support, by specifying different time zones in each CE tenant for customers having their contact centre departments span wide geographical regions.
Skype for Business 2019 support
Contact Expert 7.0 supports Skype for Business Server 2019 Standard & Enterprise editions.
Compliance messaging section
The Skype for Business edition of Contact Expert 7.0 introduces a new messaging/announcement played before the customer is connected to an agent. This is ideal to play repetitive, mandatory compliance messages that otherwise the human agents would have to speak every time. The new message is administered in exactly the same way as all the other available messages e.g. "Connected Message", and allows TTS and prerecorded voice files to be played on a per queue or campaign basis.
Other improvements
Use legacy or cloud scripting side by side
Contact Expert 7.0 introduces a new resource – called Scripting. This brings the choice of selecting scripting resources available for use in the contact center from the tenant level down to a per queue or campaign level. Administrator can choose from the built in scripting objects "Legacy scripting" & "Cloud scripting" or they can bring their own scripting interface as long as they can provide the URL for it. This feature expands the scripting method selection provided previously.
Turn on/off agent impersonation
Contact Expert impersonates the outbound call leg of a consultative transfer if the SIP domain of the affected agent is the same as the queue endpoint's. This will make sure the consultant called will see the agent as the caller. This however introduces a problem in a heavily multi-tenanted / multi-trunked environment where there are a lot of PSTN trunks such an outbound call could land at (if the consultant is external to the CC). In such cases, when this new parameter is switched off, the system passes the SIP URI of the queue or cam[paign endpoint in the supervisor call.
Fixed and known issues
These are product defects addressed in this version.
| Issue ID |
Telephony |
Description |
| 17820 |
All |
Agent application crashes in toolbar mode |
| 17528 |
All |
Legacy script not loaded |
| 17729 |
UCMA |
TelephonyConnector - Agent stuck in lookup break when initiating an email from "voice lookup" |
| 15957 |
UCMA |
2 parallel calls for the same agent |
| 16827 |
All |
Legacy script windows 10 bug |
| 17340 |
UCMA |
Emergency Queue does not work |
| 17940 |
All |
CloudCE - CustomerUri in CustomerInfo of StartConversationMessage can be null and it is not handled |
| 17302 |
UCMA |
TelephonyConnectorServer.UCMA is leaking memory |
| 17972 |
All |
Agent Client - Agent stuck in a Preview task after initiating a quick dial voice call |
| 17997 |
All |
DialerServer.exe: 100% IO + CPU |
| 18211 |
All |
CloudCE AgentFrontEnd - Internal Server Error when authenticating agent |
| 18411 |
All |
CloudCE - ServiceFabric exceptions are caught and not rethrown |
| 18636 |
All |
Management Service - Invalid process types check when retrieve processes by campaign |
These are product defects addressed in the form of cumulative hotfixes - after this version was released.
| Issue ID |
Telephony |
Description |
| 17598 |
All |
DTMF function is not available during a consultative call |
| 19874 |
Avaya |
Progressive call routing not cancelled when agent goes on break, resulting in RONA |
| 21276 |
All |
ConversationID, CustomerID, SDUID missing from AgentStat and AgentSegments bi View |
| 21538 |
All |
Cloud scripting - Authentication fails when opening the script designer from CEPortal |
| 21473 |
All |
Agent Status report is not consistent |
| 21763 |
All |
DialerServer - Timestamps are corrupted in snapshots. |
| 21533 |
All |
CE Management Service - CRDS datetime format get/put is not the same |
| 25979 |
All |
Portal - Nuisance Rate Report shows incorrect nuisance rate values |
| 25996 |
All |
Campaign snapshots are created with incorrect timestamps |
| 25168 |
All |
Active Alarms cause exterme load on SQL Server |
| 26791 |
All |
Dial Rule - Outbound rule scheduled time to apply for working hours |
| 28947 |
All |
CE Portal - CE 7.0 - Queues and Campaigns page does not displayed correctly in IE |
| 32896 |
All |
AgentApplication - Task not terminated. Two voice task displayed to the agent. |
| 33279 |
UCMA |
CE server shut down the endpoint after a certain amount of queries if no info is found for a call id |
| 34039 |
All |
Email attachment mixed up when working with active and parked emails simultaneously |
| 35456 |
All |
Predictive dialing: in case of 3-4 agents, the dialer initiates less calls than expected |
| 38035 |
All |
CE Agent - Email attachment, original attachments are linked to reply emails, attachments cannot be removed. |
| 40511 |
All |
The agent sometimes receives a new outbound call instead of an expired callback |
| 43054 |
All |
Automatic skill change feature is unreliable |
| 46952 |
All |
AgentClientApp - Callback calendar on the closure window shows timestamps in UTC time |
| 47327 |
All |
AgentApplication - Introduce switchable Chromium browser for script control |
| 54853 |
All |
CE agent application crashes |
| 55231 |
All |
Admin CSP installer: Reset the IIS Application Pools Identity to default |
| 55257 |
All |
Server CSP installer: UCMARecorderService's config.xml does not restored after upgrade |
| 56485 |
All |
AgentClientApp crashes in toolbar mode |
| 57233 |
All |
Can not parse an email when it contains same inline attachment multiple times |
| 55819 |
All |
Call History report does not displays the name of existing customers because SP_TRANSFER_CONTACTS SP fails |
| 60996 |
All |
Agent stops receiving new outbound tasks |
| 63272 |
All |
RuleServer crash |
These are product defects Geomant is aware of but did not yet address.
| ID |
Title |
Tags |
| 17846 |
CE Agent cannot dial CE Queues SIP URI from Lookup break |
UCMA |
| 15604 |
Task window/area goes blank after switching between ToolBar mode On/Off |
Agent Client; |
| 4963 |
CE Portal - Agent Policy Configuration - Enable/Disable checkbox logic |
Portal; UX |
| 4966 |
CE Portal - Agent Policies - Hungarian translation is not consistent |
Localization |
| 6057 |
CE Portal - Sidebar menu permission check for Agent Status operational report differs from all the rest |
FoundByAutomatedTest; Portal; RBAC |
| 6064 |
CE Portal - Agent Status operational report - Summary portlet chart legend is removed from its DIV |
FoundByAutomatedTest; Portal |
| 6092 |
CE Portal - Tracking Reports - hovering over a calendar dropdown presents artifacts |
Portal |
| 6096 |
CE Portal - Live Email Sessions tracking report - Additional Details Mailbox field has no label |
FoundByAutomatedTest; Portal |
| 6103 |
CE Portal - Call History - Details portlet exported files dialing mode column is not resolved to the label |
FoundByAutomatedTest; Portal |
| 6117 |
CE Agent - Email editor toolbar layout is not intuitive |
Agent Client; Media: Email |
| 6382 |
CE Portal - Agent Policies - Alert Window Timeout presents the wrong tooltip |
Portal; UX |
| 6388 |
CE Portal & Agent App - Wallboard vs Information Bar |
Agent Client; Localization; Portal |
| 6409 |
CE Portal - Dialing Rules - Holidays are not presented in date order |
Portal; UX |
| 6411 |
CE Portal - All Report Pages - Daterange picker - Custom time period name does not reflect the max 1 month range limit |
Portal; UX |
| 6417 |
Agent Application - Contact dialogs (Details, History, Print) opens in the background when Activate Window is enabled |
Agent Client; Preferences |
| 6426 |
Agent Web Pages - Lookup Form - Email Search - Response buttons are not disabled for emails already delivered to an agent |
Agent Client; Agent Web Pages |
| 6491 |
CE Agent - Email - To, CC and Bcc fields are limited to only 4 email addresses |
Agent Web Pages; Media: Email |
| 6536 |
Agent Application - Contact search unavailable if window accidentally closed |
Agent Client |
| 6564 |
Management Service - No forced tenant selection and related error handling in the API methods causes multiple issues affecting API users |
Management Service; RBAC |
| 6592 |
Agent Web Pages - Email search - Empty email search does not show most recent emails |
Agent Web Pages |
| 6595 |
Agent Application - Error entry in log file during email task arrival |
Agent Client; Media: Email |
| 6631 |
CE Portal - You can have two campaigns with the same entry point |
Portal |
| 6659 |
Agent Application - Email - the email task counter does not reset |
Agent Client |
| 6750 |
Agent Application - Closure tab - The "X" button is greyed out and unaccessible |
Agent Client |
| 6776 |
CE Portal - Recording Rules - Accented characters are displayed incorrectly |
Portal |
| 6777 |
DynFlow - Not falling back to default language |
DynFlow; Localization |
| 6779 |
Installer - DynFlow default language is Spanish |
DynFlow; Installer |
| 6787 |
Agent Application - Email - embedded email editor off - no ID for the email editor |
Agent Client |
| 6851 |
Agent Application - Modifying User Name of a logged in agent renders all actions impossible on the client side |
Agent Client; Server Components |
| 6868 |
Agent Web Pages - Email Search - Expanding a complex HTML email deletes the text from the top section of every result row |
Agent Web Pages; Media: Email |
| 6870 |
Agent Application - Exceptions are thrown in the log when clicking on the Report button without setting up an alarm mailbox |
Agent Client |
| 6874 |
Agent Web Pages - Email Search - Reply/ReplyAll/Forward buttons are unnecessary at the top of the table |
Agent Web Pages; Media: Email |
| 6877 |
Agent Application - Wrong toolbar tab activates when finishing an email task |
Agent Client |
| 6882 |
Agent Web Pages - Email Search - Reply and ReplyAll issues |
Agent Web Pages; Media: Email |
| 6964 |
Agent Application - Script window size is not retained when using toolbar mode |
Agent Client; Agent Scripting |
| 6996 |
Agent Application - Agent can make multiple parallel voice tasks |
Agent Client |
| 7034 |
CE Portal - Call History - Chat History - Customer Info portlet contains NaN instead of numbers |
Menu L1: Tracking Reports; Menu L2: Call History; Menu L2: Chat History; Menu Section: Reports; Portal; Reports |
| 7050 |
Agent Application - Alert Window Location and Alert Window Timeout agent policies do not work |
Agent Client; Agent Policy |
| 7051 |
Recording - Recording Criteria - Calls are not recorded when using a PSTN number starting with the "_" character |
Recording; Server Components |
| 7087 |
CE Agent - Generic error message when sending unsupported file extensions as attachments |
Agent Web Pages |
| 7101 |
CE Portal - Call Result Report - Aggregation time is not updating |
Portal; Reports |
| 7102 |
Agent Application - Hungarian failover dialog text is invalid, too long and phrased in a weird way |
Agent Client; Localization |
| 7105 |
CE Portal - Call History - Email History - Chat History - Customer History Portlet is not updating |
Portal; Reports |
| 7123 |
CE Portal - Call History - Scrollbar on Details is still visible |
Portal; UX |
| 7135 |
CAS: "Failed to retrieve string SDU data item: EmailID" |
CAS |
| 7142 |
KB Documentation - Agent Application - Login - Subject selection issues |
Documentation |
| 7143 |
Agent Web Pages - Hyperlinks can be opened from emails |
Agent Web Pages |
| 7148 |
CE Portal - Edge - Huge unused space at the bottom of the page |
Portal; UX |
| 7162 |
CE Portal - Call History - Edge - Telephone numbers are displayed as hyperlinks |
Portal; UX |
| 7197 |
CE Portal - Queues & Campaigns - Adding a CRDS corrupts the campaign's Time Range field |
Portal |
| 7211 |
Agent Application - Sometimes the wallboard URL is incorrect, log contains exceptions, no wallboard is shown |
Agent Client |
| 7229 |
Portal - Login Page - useless scroll |
Portal; UX |
| 7231 |
Server Component - DialerServer log contains ERROR entries for missing observing uri |
DialerServer; Server Components |
| 7268 |
CE Agent - Bug when agent try reply or forward for an email which was sent from voice campaign |
Agent Web Pages |
| 7286 |
Agent Application - There is no timer on the preview timer form |
Agent Client; Localization |
| 7292 |
CE Portal - Customers - Contact Status Change - invalid data does not disable search button |
Portal |
| 7320 |
Agent Application - Config File - The GC_ENABLE_SUBJECT_SELECTION config file parameter and its control logic should be removed |
Agent Client; Config File |
| 7336 |
CE Portal - Tracking Reports - Call History - Tooltip missing from the Details portlet |
Portal; Reports |
| 7363 |
CE Portal - Administered objects are not alphabetically sorted: Workflows→Dialing Rules→Outbound Rules, Workflows→Dialing Rules→Routing Rules and Portal Users→User Roles→Permissions |
Portal |
| 7373 |
CE Portal - Voice Gateway - Applying any change generates double Server Update request |
Portal |
| 7410 |
Agent Web Pages - Email Editor - Hungarian localization issues |
Agent Web Pages, Localization |
| 7475 |
Contact number types are hard coded in CE Agent |
Agent Web Pages, Localization |
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