Contact Expert v7.2 for Skype for Business Server
Contact Expert v7.2 Release Notes
Release news, recommendations and up-to-date information about this version of Contact Expert
This version was released on 7th October 2020.
Important
Cumulative Update 17 was 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 v7.2 environments will only function properly with CE Agent:
- version 7.2
- version 7.1
- 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
Note
Microsoft SQL Server 2008 is no longer supported by Contact Expert v7.2 customers are strongly recommended to migrate to one of the supported versions.
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 scripting platform available from cloud and starting with CE 7.1 also on-premise.
Legacy scripting is deprecated (since CE v6.1) 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 (since CE v7.1)
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 - InformationService methods deprecated (since CE v7.1)
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
| 7.0 | 7.1 | 7.2 | |
|---|---|---|---|
| Basic agent scripting |  |
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| Highest priority queue ACD strategy added | |
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| Built-in call recording | |
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| Transfer to CE queues enabled | |
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| Support for localization | |
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| Support for TLS 1.0, 1.1 and 1.2 | |
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| Support for secure HTTPS and TLS communication protocols | |
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| Contact Expert enabled with predictive dialing strategy | |
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| Queue and campaign linking & cloning | |
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| Automated IVR outbound campaigns using On Call IVR | |
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| Introduction of a new administration interface – CE Portal – replacing ACE Admin | |
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| Enhanced Administrative Features using CE Portal | ! |
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| Administrative Interface integrated with Skype for Business to display agent state and start chat conversation from CE Portal | |
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| User management and role based access to resources | |
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| RESTful web API is introduced to replace the Client Access Server | |
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| Retention blending introduced – allowing to keep a number of agent retained for inbound interaction for a dedicated skill | |
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| Enhanced predictive dialling strategy enables agents to work in a predictive and inbound mode | |
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| Multi-tenant architecture – allowing multiple individual organization can share the system | |
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| Ability to define custom voice messages. E.g. queue music, welcome message, hold music, etc. | |
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| Enhanced agent owned recalls – task are delivered to agents regardless of their skill settings | |
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| Enhanced skill update – supervisor performed skill updates to agent is automatically applied | |
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| Multi-tenant architecture – alarms and resource updates is applied for each tenant separately | |
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| Corporate address book | |
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| Scheduled task filtering enhancement –type, -status, -preference, | |
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| Ability to initiate a call over CE Automation API | |
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| Automatic failover support on secondary server | |
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| Campaign specific wrap-up timers | |
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| Redirect calls on no answer – place agents to RONA auxiliary reason | |
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| Support for initiating calls to response groups | |
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| In queue messaging improvement / audio volume dipping during TTS messages | |
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| Agent application automatic recovery in case of failure | |
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| Automatic (configurable) closure of abandoned calls | |
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| Support of multiple chat sources (website, social media, apps.) | |
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| Real time queue display and ability to select next work item from the queue | |
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| Control predictive startup parameters | |
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| Predictive healing - Campaign dialing remains in predictive even if reference control values are breached | |
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| Campaign level contact phone number exclusion - Excluded numbers are not dialed | |
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| Before connect compliance messaging | |
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| Timezone support | |
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| Support for Business Unit organization layer | |
Agent Desktop
| 7.0 | 7.1 | 7.2 | |
|---|---|---|---|
| Agent consult and transfer enabled | |
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| Enhanced agent experience in full screen and toolbar mode | |
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| MSI Installer provided for client application | |
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| Enhanced agent script pages and designer | |
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| Customizable agent dashboard – including global, team and agent statistics | |
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| Agents are able to initiate or revoke a break request during work | |
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| Agent dashboard replaces skill statistics with queue statistics | |
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| Agent can leave a comment for each interaction as is shown in the contact history | |
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| Business tags are presented in the order of administration | |
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| Email Search interface | |
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| Quick Email | |
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| Support for Arabic language localization - Agent & customer facing interfaces | |
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| Voice and email concurrent handling, ability to handle/park multiple emails and be available for voice interactions | |
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| Agent can accept internal IM’s during call handling | |
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| Agent’s ability to handle multiple concurrent chat request | |
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| Agent’s ability to handle multiple concurrent chat and email and be available for voice | |
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| Russian language support on Agent facing interfaces | |
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| Document sharing during chat session | |
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| Spell checking support when using the email editor | |
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| Agent scripting powered by Adaptive Scripting | |
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| Companion | |
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| Campaign based scripting tool support | |
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BI and Reporting
| 7.0 | 7.1 | 7.2 | |
|---|---|---|---|
| Reporting enhancement, filtering options added | |
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| Enhanced call detail reports showing hold and talk time | |
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| Introduction of Personal BI - Excel based personal business intelligence reporting providing flexible and comprehensive business reports | |
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| Introduction of a new reporting interface – CE Portal – replacing ACE Supervisor | |
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| CE Portal reporting interface provides daily operational reports and allows thresholds to be defined to agent and queue states | |
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| Enhanced Analytical and Executive Reports | |
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| Reporting capabilities on predictive dialling strategy – Overdialing Rate and Nuisance Call Rate | |
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| Operation report extended, time range support extended on Agent status, performance, Business Tag, Queue Service Level report | |
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| Call result – operation report introduced / detailing call activity outcome | |
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| Tracking report support displaying 5000 records | |
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| New BI Agent Break type report added | |
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| Comment collected are displayed on CE Portal reports | |
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3rd Party Compatibility
| 7.0 | 7.1 | 7.2 | |
|---|---|---|---|
| Verba call recorder native integration | |
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| Support for Active Directory service accounts | |
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| Support for Skype for Business Server 2015 | |
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| Support for Skype for Business Client 2015 | |
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| Support for Skype for Business Client 2016 | |
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| Web chat JavaScript API enabling chat integration for custom web pages | |
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| Support for SQL Server 2016 and JDBC 6.0 driver | |
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| Contact Expert is integrated with Afiniti agent and optimized customer pairing | |
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| Ability to integrate with an external ACD | |
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| Embeddable web chat widget | |
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| SQL Server 2017 support | |
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| Windows Server 2019 support | |
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| Support for Skype for Business Server 2019 | |
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| Microsoft SQL Server 2019 support | |
Highlights
Note
Predictive warmup period is the time required by the system to gather statistical data, to be able to calculate the call volume required for maximum agent utilisation while maintaining nuisance call rate.
Note
Actual performance numbers depends on the utilisation mode of Contact Expert and is influenced by factors like number of agents, call volume, dialling strategy, dialling pace.
Note
Supervisor can create a rule defining the primary sort order of contacts selected for outbound dialling either by contact prirorty or by contact retry count. Additional rule can be set for primary sort order of the contacts phone numbers used for outbound dialling, can be set to sequential or by retry count ordering. For more information please visit our article on Dialing Rules
Other improvements
Note
Contact Expert 7.2 no longer supports Microsoft SQL Server 2008, customers are strongly recommended to migrate to newer supported versions.
Fixed and known issues
These are product defects addressed in this version.
| Issue ID | Telephony | Description |
|---|---|---|
| 8256 | All | Portal - Contact Records - Importing the same file you exported needs encoding |
| 9316 | Avaya | TSAPI - Agent can login to CE with invalid extension |
| 15964 | All | Removed Tomact 8.0 dependency |
| 17464 | All | Reason codes in the agent application is not translated to Hungarian. |
| 21533 | All | CE Management Service - CRDS datetime format get/put is not the same |
| 23819 | All | CE Portal - The same contact is listed multiple times in a contact search, if its phone numbers are similar |
| 24135 | All | Agent Application - Voice - The Closure Code Dialog is displayed with the Failed Task after receiving a callback from the Customer |
| 24312 | All | CE Chat widget loading time exceeds 20 seconds. |
| 25167 | All | Alarms - TooMuchMemory alarm topic disregards DB config |
| 25168 | All | Active Alarms putting extreme load on SQL server |
| 25329 | All | Comments in the agent client application can not be highlighted and copied |
| 25700 | All | Agent Application - Chat - Chat window is set to background when active window is enabled, chat undocked and toolbar mode is disabled |
| 25787 | All | Agent Application - Voice - The agent application becomes unresponsive when the Show preview timer overlaps the Exit confirmation dialogue |
| 25825 | All | Agent Application - Script panel size reset to default for every task |
| 25851 | All | Agent Application - Voice - RONA break code window will not remain in the foreground after the task is closed automatically |
| 25866 | All | Agent Application - Avaya - Unable to retrieve the call from hold when transfer to post call treatment uri fails |
| 25867 | All | Clean Install - CEManagementSvc default web page is not accessible |
| 25904 | All | CE Portal - If a script is assigned to a campaign, the campaign cannot be deleted |
| 25979 | All | Portal - Nuisance Rate Report shows incorrect nuisance rate values |
| 25989 | All | CE Portal - IE - CSV exports can not be downloaded |
| 25996 | All | Campaign snapshots are created with incorrect timestamps |
| 26453 | UCMA | IVR Standalone - Tree mapping undeletable if SIPURI chars regex-escaped with '' |
| 26627 | All | CESystem_CSP SQL script is not idempotent: Recreate 'scripting' resource |
| 26901 | UCMA | IVR Engine - Menu importer unable to import trees |
| 26979 | All | CE Portal - Tracking reports - Agent Login History does not list the agents in individual teams |
| 27002 | All | [Portal] - CRDS Integer value not presented |
| 27003 | All | [CEPortal] Contact record cannot be submitted with newly created CRDS date type field |
| 27170 | UCMA | Unable to play recording if storage is moved |
| 27182 | All | ManagementSvc API - GET /api/1/phonetypes/{id} return 404 in every scenario |
| 27227 | All | CE Portal - Creating a new CRDS field and then navigating back to the campaign field breaks the Time Range selector |
| 27404 | All | Multiple campaigns can be configured to use the same Skype endpoint. |
| 27568 | UCMA | Replay (recording) functionality is broken |
| 27885 | All | CE Portal - Campaign creation - Skills field tooltip incomplete |
| 27999 | All | Portal: boolean typed contact data is not saved to database (true => false) |
| 28062 | All | Portal: time typed contact data is not handled correctly |
| 28112 | All | ManagementSVC - PUT /api/1/serviceendpoints/{id} requires ID in the model |
| 28119 | All | ClientAccessServer stops serving agent requests |
| 28385 | All | Agent Application - SignInAgent() method overwrites the login preferences even if invalid login data is specified |
| 28510 | All | ACEReport.bi.emailcases does not pick up data after Gateway change |
| 28538 | All | [BI] - Inproper work code mapping in bi.AgentStat view |
| 28721 | All | CE Portal Chat History Report to include "no agent" results |
| 28796 | All | DBConnectorServer GetChannels() and GetAutomataAgents() methods broke |
| 28947 | All | CE Portal - CE 7.0 - Queues and Campaigns page does not displayed correctly in IE |
| 29225 | All | CAS - SelectPhrases invalid column TENANT_ID |
| 29644 | All | CEPortal - Number of 'Abandoned in queue' calls is not consequent |
| 29645 | All | CEPortal - If the first tenant has no campaign the Call History report lists call from Tenant 2 automatically |
| 30394 | All | 2 secs routing delay: incorrect min. ACW time on server side |
| 30407 | All | Agent application: "single click next task" functionality is broken |
| 30520 | All | CE portal - Real-time Monitors - The Scheduled Task Status screen is corrupted |
| 30603 | All | CEAgent - Contact Details form contains some random "/" characters |
| 30807 | All | ManagementSvc - Contacts can be created for tenant A with "Type" from tenant B |
| 31113 | All | Starting the components via ManagementSvc for a server that already has components running, restarts every components |
| 31552 | All | ServerManager - Start/Stop All components freezes |
| 31607 | All | AgentApp - Incorrect wallboard url. |
| 31610 | All | CEAgent - Incorrect Management SVC url. |
| 31620 | All | PS CMDlets - Network share related CMDlets use incorrect installation check |
| 31624 | All | Agent Application - Overlapping, contradictory prompts when failover/failback ends |
| 31862 | UCMA | Voice gateway & SfB messaging configuration fails when Admin is installed a dedicated host (different from Core) |
| 32299 | All | Email History Report - each email appears multiple times |
| 32309 | All | Out of business hours message not played to the customer |
| 32314 | All | Email History Report - Campaign filtering does not work |
| 32503 | All | DBConnector - NHibernate mapping missing for SkillBusinessUnitAssignment |