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