Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Jul 26, 2024 - 05:00 EDT
Scheduled
Description and scope: On Friday July 19th 2024 at 5:00 a.m. EDT we will be upgrading Sangoma CX to a new release that includes the following improvements:
What is new: - CX Admin Portal: Cluster ID is displayed in the main tenant site and visible to all users. This normalizes the location of where this information is provided across Sangoma UCaaS platforms. - Omnichannel: Added support to Email channel. If you have Sangoma CX Premium tier and you cannot see Email in the list of available channels, please get in contact with our Support team. Your tenant needs to be updated to ACD v3. Detailed information on Digital Channels, including email channels, is available in the following article https://sangomakb.atlassian.net/wiki/spaces/SCX/pages/55773012/Sangoma+CX+Digital+Interactions - Omnichannel: A new Digital Channels Monitor is now available extending live monitoring and interaction control to supervisors. Detailed information available in the following article. https://sangomakb.atlassian.net/wiki/spaces/SCX/pages/55775243/Sangoma+CX+Digital+Channels+Monitoring+Guide
What is fixed: - Calls from CX to BV+ fixed to include the Agent name - Fixed Customer Satisfaction report showing inaccurate information - Resolved delayed Audio Pickup On Calls Off Hold - Fixed BV on integrated agents using BV+ remote phones, drop out of the UCaaS pause code if they receive another UCaaS call while on their current one. - Resolved BV Integrated agents’ login in the queues by just using the phone to pause them erroneously. - Improved configuration to resolve callbacks that are unable to complete if callback CallerID is set to None
Impact: Not expected to cause any degradation or loss of service. Calls and Digital Channels will still process.
Posted Jul 22, 2024 - 10:15 EDT
This scheduled maintenance affected: Business Voice Unified Communications Platform (UCaaS) (Sangoma CX (formerly known as Sangoma Contact Center / SC3)).