Sangoma CX - Cluster: acd1-aws. Version 7.8 upgrade
Scheduled Maintenance Report for Sangoma
Completed
The scheduled maintenance has been completed.
Posted Sep 27, 2024 - 06:00 EDT
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Sep 27, 2024 - 05:00 EDT
Scheduled
Description and scope: On Friday September 27th 2024 at 5:00 a.m. EDT we will be upgrading Sangoma CX - Cluster 1 to a new release that includes the following improvements and fixes:

What is new:
- Rest APIs:
- Make Agent Outbound Call (ei: can be integrated / invoked by Athena when Agents click a contact)
- Initiate a Call Back from Queue (ei: to add in MPG patient portal a button patients can request to be called)
- Webchat API that enables initiate, terminate and message with WebChat Inboxes
- Reports:
- Added filters Past Quarter, This Quarter, Past Year, This Year to the following reports:
- Voice:
- Queue Traffic Analysis
- Answered x Abandoned x SLA Report
- Answered x Abandoned x SLA Report Detailed
- Queue Summary
- Queues On Hold
- Call History
- Callback History
- Call Request History
- Login History
- Pause History
- ATT and ASA History
- Call Issues
- Call Reasons
- Call Reasons by Agent
- Agent Activity Timeline
- Agent Performance
- Agents On Hold
- SMART Alerts History
- Customer Satisfaction Report
- Agent Answer Rate by Queue
- Service Rework
- Service Rework Detail
- Digital Channels:
- Customer Satisfaction Report
- Agent Answer Rate by Queue
- Service Rework
- Service Rework Detail
- Monitoring:
- Call Issues
- Remove Callbacks in the Answered Abandoned Report from Total Calls and the calculation for answer rate
- Monitors:
- Add Extension Status in Agent Monitor
- Allow Admin users to Un-stuck Agents
- Administration:
- Able to configure behavior 3-way calling: if it is terminated or not when Agent hands-up the call (default = terminated when Agent hangup )

What is fixed:
- BV+ Integration - BV+ remote phones drop out of the UCaaS pause code if they receive another UCaaS call while on their current one.
- BV+ Integration - Agents Not Going Into UCaaS Pause On Queue Failover in the following scenario: CX Queue → Failover → BV AA → BV+ integration remote extension(on the BV side)
- Omnichannel - The number indicating a conversation is assigned to the Agent disappears when Agents selects a different inbox
- Omnichannel - Agent Panel - full-size message box does not expand (important for email)
- Callbacks are unable to complete if the callback CallerID in the queue is set to None. If not defined, now forced to use the default CallerID.
- Agents exceeding pause time getting notifications to contact supervisors who have been Archived or Disabled.
- Agent Timeout configuration not following configuration if agent assigned to multiple queues with different timeouts(fix requires ACD v3.0)
- Improve error control avoiding process breaking (500 Error) when importing contacts from CSV files not following UTF-8 standard
- CRM Import requires more fields than just direct contact add. Reduced import required fields to name and phone number.
- Monitoring live calls turns into hearing music on hold
- Callback History Showing Negative Talk Time

New and updated documentation is already available in Sangoma CX Knowledge Base Portal (https://sangomakb.atlassian.net/wiki/spaces/SCX/overview).

Cluster affected: acd1-aws. Information about how to find the Cluster used by each tenant available in the following article (https://sangomakb.atlassian.net/wiki/spaces/SCX/pages/55771496/Sangoma+CX+Platform+Maintenance+Notifications)

Intervention duration: 60 minutes.

Impact: Not expected any degradation or loss of service. Calls and Digital Interactions will still process.
Posted Sep 23, 2024 - 15:31 EDT
This scheduled maintenance affected: Business Voice Unified Communications Platform (UCaaS) (Sangoma CX (Business Voice)).