Release Notes

New Feature and Enhancement

Fixes

• GetModes & GetContactModes APIs Not Returning Mode Details −  The GetModes and GetContactModes APIs do not return mode details in a tenant environment due to an issue with subtenant ID filtering. This is resolved to ensure accurate data retrieval.

• Digital Strategy - Timeout Issue with Multiple Outcomes − The digital strategy experiences a timeout issue with multiple outcomes due to the lack of monitoring for email timeouts. A solution is implemented to ensure proper timeout handling and prevent updates to already processed contacts. Timeout monitoring now runs at configurable intervals.

• Five9Adapter - Issue with Agent Comments and Outcome Handling − The Five9Adapter was unable to capture agent comments or handle Do Not Call (DNC) and Callback outcomes effectively. It is fixed to ensure that agent comments are captured, and dummy outcomes are managed appropriately for DNC and Callback scenarios. This is applicable for Five9 VCC.

• No Error Message for Duplicate Slot Entry in Runtime Schedule − Previously, when saving a runtime schedule with a duplicate slot entry, the system updated the time without notifying the user. This is fixed to prevent such updates. An error message now appears if a duplicate slot is attempted: There is a Runtime Schedule already configured for the day.

• Realtime Report - Tooltip and Naming Issues − Cosmetic issues in tooltips and naming conventions for realtime reports are resolved and duplicate report names are restricted. If a user attempts to create a report with an existing name, a warning appears: Report tab name already exists.

• Production Server Operating Outside Designated Domain − An issue with handling multiple SMS delivery requests caused delivery receipts to be missed due to exhausted request capacity. This is resolved by implementing a static HTTP request to efficiently manage and process multiple SMS delivery requests.

• Delay in Zipcode Upload Process − The zipcode upload process experienced significant delays due to individual validation of each record, causing prolonged processing times for large files. The process is now optimized by validating zipcodes using a temporary table, ensuring only new records are added, which significantly reduces processing time.

• Diagnostic Framework Status Missing in Logs − An issue where incorrect Diagnostic Framework (DF) URLs caused missing or unreliable contact delivery information in logs is resolved. An additional ERROR log entry now captures the DF status and contact delivery details, ensuring accurate tracking and improved log visibility.

• CONTACT_DATA_UPDATED Event Processing Issue − Some events were not processed due to restrictive configurations in the Event Bridge, which only allowed specific event types. The Event Bridge configuration is now adjusted to ensure necessary events are processed efficiently while continuing to block irrelevant ones. This is applicable for Amazon Connect.

• Multi-Channel - SMS Contact Not Rescheduled − An issue with SMS contacts in multi-channel campaigns prevented rescheduling when both Voice and SMS modes were configured. The process is updated to ensure the correct Dialler ID is assigned, allowing SMS contacts to reschedule properly within the campaign.

• System Requires Area Code for Email and SMS Modes − Contacts in Email mode failed when the Area Code setting was activated. The issue is resolved by introducing a default Area Code configuration, ensuring that a default code is applied automatically if the mode encounters a failure, allowing seamless processing of contacts.

• Contact Uploader Skips Valid Records Due to Area Code Recognition Failure − In certain cases, the Contact Uploader failed to recognize the area code of phone numbers during multi-threaded uploads, causing valid records to be skipped. The area code refresh logic is now optimized to ensure accurate recognition and processing of all valid records.

• SQL Timeout Error During End of Day (EOD) Operation − A SQL Timeout error occurred during the EOD operation, preventing the list status from updating from Active to Expired. The issue is resolved by optimizing the processing logic to reduce execution time and prevent timeouts.

• Global Upload Error During Re-Editing of Conditions − An issue prevented saved Global upload conditions from displaying during re-editing due to truncation of the Campaign Name. The parameter length is increased to accommodate longer Campaign Names, ensuring saved data is displayed correctly.

• Agent Productivity Report Not Displaying Active Agents − The Agent Productivity Report failed to display active agents due to incorrect handling of a parameter in joins. A validation check is now implemented to ensure proper processing of the parameter, enabling the report to generate successfully and display active agents as expected.

• Realtime Reports and Performance Metrics Page Not Loading for New Users − Newly created non-admin users were unable to load the Realtime Reports and Performance Metrics page due to incomplete dynamic query generation. The issue is resolved by optimizing query logic to handle EntityIDs directly, ensuring proper loading and access for non-admin users.

• Performance Metrics Displaying Incorrect Data for Agent and Call Status Summary − The Call Status Summary incorrectly included inbound calls in the metrics, leading to inaccurate data display. The issue is resolved by updating the tagging logic for inbound calls and modifying conditions to exclude them, ensuring only outbound call statistics are reflected in the performance metrics.

• GETUploadContactFailures API: CUERROR Attribute Not Returning Error Records − The CUERROR attribute in the GETUploadContactFailures API was not returning error records due to the exclusion of specific upload types during processing. The issue is resolved by including the necessary upload type in the query, ensuring error records are returned correctly in the response.

• CampaignGroupSummaryReport Stored Procedure Timing Out − The CampaignGroupSummaryReport stored procedure was timing out due to missing initial checks for AEConsole or PerformanceMetric client connections. The issue is resolved by implementing these checks at the start of the procedure, ensuring efficient execution and preventing unnecessary processing.

• Emails Failing Repeatedly During Retry Attempts − Emails were failing repeatedly during retry attempts due to a long processing interval and the absence of an SMTP timeout. The issue is resolved by optimizing the retry delay and setting an SMTP timeout to ensure smoother and more reliable email processing.

• Email Outgoing Table Record Movement in the Reporting Database − Contact records with 0 Closed (IsClosed) status were not being moved to the Reporting Database, causing delays in data transfer. The process is now configured to move these records successfully, following the reporting service settings, ensuring timely and accurate data updates.

• Agent Delayed in Completing Tasks − Agents experienced delays in task completion due to a missing taskChannelUniqueName value during updates. The issue is resolved by sourcing the taskChannelUniqueName value directly from Twilio Flex API results, ensuring accurate updates to agent details and IDs. This is applicable for Twilio Flex.

• Performance Metrics Page Fails to Load Data − The Performance Metrics Page experienced delays and system slowness due to excessive data transmission, as the Realtime Service published multiple redundant events for each admin console user. The issue is resolved by optimizing the Realtime Service to publish a single event per widget update, regardless of the number of admin users.

• GlobalUploader Syntax Issue − The GlobalUploader encountered exceptions due to improper syntax caused by single quotes in upload conditions. The issue is resolved by restricting the use of single quotes in the condition values, ensuring correct saving and processing of global uploader files.

• SQL Timeout During EOD Process − The EOD process experienced SQL timeout issues due to inefficient handling of large datasets during contact status updates. The issue is resolved by optimizing the query logic, improving performance, and preventing timeouts.

• Issues During Host and Tenant Upgrade − In a Campaign Manager HA environment with separate Host and Tenant pods, an alert incorrectly prompts users to upgrade the Host version before installing the Tenant, even after the Host patch is applied. The issue is resolved by enhancing the installation process to verify the Host installation status, ensuring the Tenant patch can proceed without errors.

• Improved Performance for File Imports and Console Responsiveness − The Contact Uploader processes data more efficiently, reducing delays and improving console responsiveness. Optimized processes and adjusted configurations ensure faster file imports and smoother operations.

• Email Last Outcome Update Issue with Manage Contacts − The Manage Contacts functionality fails to filter based on the Last Outcome in multi-channel modes. The filtering logic is enhanced to ensure accurate handling of the Last Outcome across all channels.

• Duplicate Call Records Issue − Outbound calls were stuck and caused duplicate records when agents switched to inbound calls. A condition now ensures agents complete outgoing calls before transitioning, preventing duplicates. This is applicable for Amazon Connect.

• Data Extract – Selected Campaigns Not Saving Properly − Campaign selections exceeding 300 characters were not saving completely, leading to incomplete processing. The issue is resolved by increasing the character limit for campaign IDs, ensuring all selected campaigns are saved and processed accurately.

• Duplicate Records with Identical Outcomes − Duplicate records were created when outbound contacts in T status were improperly linked to inbound calls without an outcome. The issue is resolved. This is applicable for Amazon Connect.

• Progressive Contacts Not Dialed for Specific Campaign Group − Progressive dialing failed for specific campaign groups when the hopper table record count exceeded 10,000. The issue is resolved by increasing the record limit to 99,999, ensuring all contacts are fetched and dialed correctly. This is applicable for Amazon Connect.

• Contacts Not Delivered in Sorted Order in Preview Campaign − Contacts were not delivered in order when multiple records shared the same timestamp, causing random selection. The issue is resolved by adding an auto-increment column, ensuring records are processed and delivered in the correct sequence. This is applicable for Amazon Connect.

• Reporting DB Tables Out of Sync with Core DB Records − Deleted records in the Core DB were not reflected in the reporting database due to the absence of delete operations. The issue is resolved.

• System Down - Twilio and Socket Connection Closed − The system experienced call disconnections due to missing CPA parameters in memory after server restarts. This caused calls to timeout and disconnect prematurely. The issue is resolved. This is applicable for Twilio Flex.

• Agent Mapped to Direct Preview Remains in Available State for Extended Period − Agents in Preview Mode remained in the available state for an extended time due to delays in the stored procedure execution when processing over 10,000 open contacts and handling a high number of agents. The issue is resolved. This is applicable for Amazon Connect.

• Agents Across Multiple Profiles Not Tethered for Extended Periods − Agents were not being tethered for extended periods due to missing inbound agent details in dictionary objects, which caused exceptions during blending logic execution. The issue is resolved. This is applicable for Amazon Connect.

• AEC Routing Profile Fails to Sync with Amazon Routing Profile − The Acqueon Campaign system failed to sync more than 1,000 routing profiles from Amazon Connect due to a per-iteration limit. The system now iterates through API results until the NextToken is no longer provided, ensuring all routing profiles are fetched and synced without omissions. This is for Amazon Connect.

• Contact Upload - Business Fields Not Updating with Update Configuration − Business fields BussFld29 and BussFld30 were not updating during contact uploads when the Update Configuration option was selected. The issue is resolved by modifying the update process to ensure these fields are updated correctly.

• Align Email Outcome Descriptions with SendGrid Events − Email Outcome descriptions are updated to match SendGrid events for better alignment and clarity. The update is implemented via a script to modify the descriptions in the system.

• Post-call and Pre-call DLLs Replaced After Upgrade − Post-call and Pre-call DLLs were replaced during upgrades. A custom action now prevents replacement if a campaign uses IsPostCallScript.

• Update Email Outcome Descriptions to Match SendGrid Events − Email Outcome descriptions are updated to align with SendGrid event terminology. The update is implemented

• Agent State Report Not Returning Data in a Specific Scenario − When the agent state report is generated without specifying a specific agent, the report fails to return any data. Fix is provided. This is applicable for Amazon Connect, Twilio Flex, and UJET.

• Contact Not Rescheduling in a Specific Scenario − When a contact becomes stuck in the delivered state and no further events are received from the dialer, the contact is not rescheduled because the contact result is not properly updated in the result table. Fix is provided. This is applicable for Amazon Connect, Twilio Flex, and UJET.

• Data Extract Report Showing Incorrect Preview Time for Direct Preview Calls − The issue occurs because the preview time is being overridden by another timestamp. Fix is provided. This is applicable for Amazon Connect.

• Duplicate Call Recordings Appearing in Search Results in a Specific Scenario − Duplicate events were received from Amazon Connect CTR, resulting in duplicate records being added to the system. Fix is provided. This is applicable for Amazon Connect.

• Enforce Authentication for Web API − Authentication is enforced for accessing the Web API. Communication with the Web API is now restricted to only those requests that include a valid authentication token. Any attempt to access the Web API without proper credentials will be denied. This is applicable for Amazon Connect.

• Blocked Zip Codes Not Changing to Unblocked After End Time − The system failed to release blocked zip codes after the expiration time due to a missing validation. Now, the system verifies the expiry status and updates the block status to Unblocked when selecting the configured zip code list.

• Abandoned Percentage Display Issue in UI − The abandoned percentage was not displaying correctly in the Console UI due to a UI binding discrepancy. The UI is now updated to ensure accurate representation of the abandoned percentage. This is applicable for Amazon Connect.

• Call Recordings Not Found in Advanced Search − Call recordings were not appearing in Advanced Search due to an error in data retrieval. The issue is fixed. This is applicable for Amazon Connect.

Deprecations

• SOAP API Deprecation − The SOAP API is deprecated, and users no longer have access to these APIs.

• JSON Upload from Compliance Page − The JSON Upload option is removed from the System → Compliance page.

• Timezones within Campaign Groups − The ability to set timings for timezones within a Campaign Group is deprecated. Customers can still configure custom timings at the Campaign level using the Override option.

• Expected Completion Time − The Expected Completion Time feature is removed from the Campaign and Performance Dashboard. Customers currently using this feature are advised to contact Acqueon for assistance.

• VB Scripts Deprecation − The use of VB Scripts for PreCall, SMS, and Email within campaigns is deprecated. Add teh following - Microsoft Versions End of Support for Microsoft SQL 2012

• Microsoft Versions − The following versions are no longer supported from this release. It is recommended to upgrade to the latest versions of Microsoft SQL Server:

  • Microsoft SQL Server 2012

  • Microsoft SQL Server 2014

  • Windows Server 2012

  • Windows Server 2014SS

• Nexmo Integrations − The following Nexmo integrations are no longer supported from this release. It is recommended to upgrade to ACOC (Untethered) Integration for Amazon Connect and Twilio API for SMS and CPaaS:

  • Nexmo Integration with Amazon Connect

  • Nexmo Integration for SMS

  • Nexmo Integration for CPaaS

New Feature and Enhancement

Fixes

• Invalid Lengthy Contact − SMS contact delivery fails when a user uploads a phone number exceeding the 16-digit limit due to length constraints. This invalid, lengthy contact blocks the delivery of other contacts. A fix is provided.

• Purged and Archived Data Not Stored − An error occurs during the Purge & Archive process, preventing the completion of the operation. This happens because a required table is referenced but not available, leading to the issue. A fix is provided.

• Data Extract Issue − Some records were missing from data extraction reports because the reporttime field in the regular interval reports included seconds, causing discrepancies. A fix is provided. This is applicable for Cisco CCE.

• InstanceARN Cleared During Dialer Update − Since the InstanceARN is not required when adding a dialer, the system updates the existing dialer information and unintentionally replaces the InstanceARN value with a blank entry. A fix is provided. This is applicable for Amazon Connect.

• Spinner-Number Touchpad Increment Issue − There is an issue with the touchpad interaction for the spinner-number input field. When using a touchpad to adjust the value, the field increments by two units rather than the expected one, resulting in incorrect behavior. A fix is provided.

• Privacy Compliance Alignment Issues − CCPA was added to the Pseudonymized alert popup message, and on the Agent Request tab, the Correct icon is misaligned when clicking Mark Complete. A fix is provided.

• Delete Confirmation Missing in Campaign CSS − The confirmation message is missing when the delete button is clicked in the CSS condition. A fix is provided.

• Purge and Archive Process Failure − Failure in the Purge and Archive processes occurred due to incorrect table names, causing an error that prevented the operations from completing successfully. A fix is provided.

• Purge Failure in Manual Environment − The purge process failed due to incorrect table names, resulting in an error that prevented the process from completing successfully for certain tables. A fix is provided.

• Optimize for Multi-Threading with ConcurrentDictionary − Using Dictionary objects in multi-threaded environments leads to higher resource consumption. A fix is provided. This is applicable for Cisco CCE.

• Purge Failure Due to Unremoved Temporary Table − The purge process failed because a temporary table used for data movement was not properly removed, causing an object already exists error during subsequent operations. A fix is provided.

• Null Values in Table Retention Records − The issue occurs when records are added with a missing table identifier, leading to null values in the table retention data. A fix is provided.

• Routing Profile Name Character Limit Issue − The routing profile name is limited to 55 characters due to system constraints. The issue is resolved by updating all dependencies to support the new limit of up to 127 characters. This is applicable for Amazon Connect.

• Role-Based Access Permissions Inconsistency in Login System − An issue exists in the login system where role-based access permissions fluctuate. When a group is modified, the campaign's report rights are not preserved, leading to unclear user permissions. A fix is provided.

• Call Recording Issue − Call Recording options for Core Play and Download are not working for some users with assigned roles. A fix is provided. This is applicable for Amazon Connect.

• Agent Status Discrepancy in Performance Metrics − Campaign Manager Agent Status in Performance Metrics does not match the Amazon Connect Agent State. A fix is provided. This is applicable for Amazon Connect.

• Rescheduler Failure to Close Contact After Daily Retry Limit − The contact is not closed after reaching the daily retry limit due to a misconfiguration issue, where the necessary validations are not applied. A fix is provided.

• Frequent Errors in Log Due to Delimiter Mismatch − Errors occur when updating records to CRM Salesforce due to a mismatch in delimiters. While a comma is used to split error line records, contacts with profiles use a pipe delimiter, leading to exceptions being thrown. A fix is provided.

• Rescheduler Fails to Process Records − When a campaign is moved between groups, contacts dialed from the previous group are not processed, leading to an exception that disrupts the rescheduling process. A fix is provided.

• SQL Exceptions Logged in ContactUploader − SQL exceptions occur during the contact upload process because the required TenantID and SubTenantID columns are missing in the temporary DNC table. This leads to errors when attempting to insert these values during the DNC validation process. A fix is provided.

• Cycle Retries Not Functioning as Expected − There is an issue with a campaign using a simple strategy where, despite setting a specific cycle retry value, contacts do not close once the retry level is reached. This occurs because the Cycle Retry count is not being updated properly at the outcome level, preventing the contact from closing as intended. A fix is provided.

• Global Uploader Fails Due to Date and Time Conversion Errors − Date and time conversion errors in the Global Uploader are causing all records to fail. The issue arises when the system encounters a runtime error while processing one of the conditions. The process should bypass the error condition instead of stopping the entire Global Uploader operation. A fix is provided.

• Deadlocks in Dialer Procedures − Within a stored procedure, calling another stored procedure can cause deadlocks to occur during dial calls. A fix is provided.

• Preview Contacts Stuck Due to Agent Status Change − Preview contacts become stuck when an agent changes status before receiving the request, resulting in an issue that closes the process. A fix is provided. This is applicable for Amazon Connect.

• Call Incorrectly Marked as Success Instead of Dial Error − A call is mistakenly marked with a Success outcome instead of a Dial Error. In the current process, when an unanswered event is received, the agent's name is not tagged, even in direct preview mode. However, if the unanswered event is missed due to a stream error, the agent's name is tagged for those calls. A fix is provided. This is applicable for Amazon Connect.

• Contacts in Missed State Incorrectly Classified as Successful − Contacts moved to the missed state are incorrectly classified as successful by Campaign Manager. The missed event is treated as a successful outcome instead of a telephonic failure. A fix is provided. This is applicable for Amazon Connect.

• Progressive Pacing Mode Dialing Timeout − The error occurs because the execution is delayed due to multiple joins with the Hopper table. A fix is provided. This is applicable for Amazon Connect and Twilio Flex.

• Contacts Blocked with 41 Status Without Clear Reason − Contacts are being blocked with a 41 status without an apparent reason. This issue arises when contacts are reopened, but the validation process does not clear previous records, causing the blockage. A fix is provided. This is applicable for Amazon Connect and Twilio Flex.

• Record Marked as Delivered but Not Sent to Dialer − A record is marked as delivered to the dialer, but it is not actually delivered. This happens when a contact is attempted for delivery while the campaign is not running. As a result, the contact status is updated to indicate delivery, but it is not sent to the Hopper table. A fix is provided. This is applicable for Amazon Connect and Twilio Flex.

• Callback Date and Time Missing from Call Outcome Report − The Call Outcome Report does not display the callback date and time when a contact is set for a callback after reaching the retry limit. As a result, the callback date time is only shown when the contact status is zero, leaving it missing for contacts with a different status. A fix is provided.

• Exception in Contact Reschedule: Business Outcome Value Missing − This occurs because the necessary outcome IDs from the shared list are not properly loaded during rescheduling. A fix is provided. This is applicable for Cisco CCE.

• High Memory Utilization in Campaign Group Processing − Excessive memory usage occurs during Campaign Group processing when methods load data for all campaign groups within a tenant, rather than focusing on the specific campaign group being processed. This leads to increased memory consumption. A fix is provided. This is applicable for Cisco CCE.

• Contact Upload Failure − Contact upload fails when an invalid zip code is present in the first batch of the uploaded file. This causes the second batch of contacts to fail as well, preventing successful uploads. A fix is provided. This is applicable for Cisco CCE.

• Inconsistent Call Outcome Updates in SMS Campaigns − Call outcomes are not being updated consistently in SMS campaigns. The issue occurs when the precall recovery key exceeds eight digits, occasionally leading to key duplication and outcome update failures. A fix is provided. This is applicable for Cisco CCE.

• Agent Call Overlap Issue − Agent calls sometimes overlap when, after answering a call, the same agent is occasionally assigned to multiple calls simultaneously during concurrent operations. A fix is provided. This is applicable for Amazon Connect.

• Multiple Exceptions Logged in Chime Adaptor − Several exceptions are logged in the Chime Adaptor due to the addition of a log entry before the proper validation of variables. A fix is provided. This is applicable for Amazon Connect.

• Historical Agent State Report Not Displaying Older Records − The Historical Agent State report is not showing older records due to a recently added flag that excludes these records from being displayed, preventing the retrieval of data for past entries. A fix is provided. This is applicable for Amazon Connect.

• AMD_Unanswered and SIT_TONES Incorrectly Categorized as Technical Issues − The SIT_TONE_DETECTED event from Amazon Connect, lacking a mapped outcome in the system, is now being closed as a Technical Issue. Additionally, AMD_Unanswered is incorrectly categorized as a Technical Issue due to a misplaced check. A fix is provided. This is applicable for Amazon Connect.

• Create User API Not Working for Windows Authenticated Users − The CreateUser API is not functioning for Windows authenticated users in Campaign Manager due to missing validations, default values, and the proper username format required for these users. A fix is provided.

• Global Upload Issue − During the Global File upload process, exceptions cause affected records to be categorized as bad or unmatched. These records are internally separated using a special character, but since the uploaded files also contain this character, the split function fails to work correctly. A fix is provided.

• Request to Disable log_voice Parameter by Default − The log_voice parameter is disabled by default to prevent saving all AMD recordings in Acqueon Dialer, with an option to enable it when necessary. This is applicable for Amazon Connect, Twilio Flex, and UJET.

• Complete Campaign Group Name Not Displaying in Report Filter − The full Campaign Group name is not visible in the report filter for Historical Reports, as the mouse hover function and tooltip are not working properly. A fix is provided.

• Consecutive Call Attempts Despite 5-Day Transition Window − Despite setting a 5-day transition window, call attempts are made on consecutive days. This happens when the retry exceeds the daily limit, causing the contact's call start date to update to the next day without accounting for the transition window duration. A fix is provided.

• Global Upload Indicates Failure − The status column on the Global Upload screen shows Failed during the upload of new files. It should instead display Processing to accurately reflect the current state. A fix is provided.

• Import/Export - Mode Mappings Not Retained During Profile Import − An issue arises during the profile import process, where mode mappings are not updated correctly. The mode ID fails to align with the destination system, resulting in the mappings not being retained. A fix is provided.

• Increased CPU Resource Consumption in Amazon Connect Campaign Summary Report − The Report is consuming more CPU resources due to a high volume of records, leading to delays in retrieving data from the Call Activity records. A fix is provided.

• Scheduled Reports: File Name Includes UTC Date and Time − Scheduled reports are generated with file names that incorporate the date and time in the UTC time zone. A fix is provided.

• Duplicate Data in Historical Report − Duplicate records in the campaign group and campaign tables have led to the presence of duplicate entries in the call outcome report. A fix is provided.

• Historical Reports Issues − Duplicate records in the CustCallActivities table for the same key have caused duplicate entries in the call outcome report. A fix is provided.

• Contacts Stuck in Status 40 − Contacts are blocked with status 40 because a specific rule fails to execute due to a mismatch between the contact mode and the rule criteria. A fix is provided.

• State Validation Failed for Set Day Timing Action − The system is using SQL Server's time settings, which leads to contact deliveries occurring outside the specified timing for the state. This happens because the validation for the Set day timing action fails within the expected time frame. A fix is provided.

• Unable to Save New CSS − The system is unable to save a new CSS due to a timeout exception. This occurs because the stored procedure relies on the existing view that joins multiple tables, and as the data volume in these tables increases, performance is negatively impacted. A fix is provided.

• Shared List Campaign Activation Issue − The shared list operation fails to function during campaign stop and start actions, as well as during campaign suspension, leading to activation issues. A fix is provided.

• SMS Mode to Contact Strategy − Unable to add SMS Mode to an existing contact strategy. A fix is provided.

• Profile Failing to Populate DNC Filter − In Campaign, the selected DNC filter in the Type dropdown list is not being saved when uploading contacts through a profile. A fix is provided.

• Campaign-wise Contact vs Agent Availability Gadget Data − An issue occurred during the API initiation, preventing data retrieval due to a missing parameter. A fix is provided.

• Issues with Consistent Delivery − In the API Campaign, PCB records are failing to transfer to the Cisco Dialer due to a 400 BAD Request error. This issue occurs because one agent is unavailable, causing the entire batch to remain stuck with a Delivered status. Fix is provided. This is applicable for Cisco CCE.

• Delay in Core Contact Delivery in the First Hour of Production − The End of Day (EOD) operation is experiencing delays, affecting its execution timing. This results in the previous day's contacts being processed the following day, preventing the current day's contacts from being delivered during the initial hours of production. Fix is provided.

Deprecations

• Campaign Forecast & Monitor from Alerts section − Campaign Forecast and Campaign Monitor under the alerts section are deprecated in this version. The submenu items are no longer available, and they have been removed from the quick-link and roles and rights sections. The alert is now available as a main menu item.

New Feature and Enhancement

Fixes

• SNMP Event Code Update Issue − SNMP event codes are not updated for the newly created Tenant because the rollback script is included in the SQL. This is due to the tenant service executing a SQL rollback script, which causes the old event codes to be used instead. The issue is fixed and now, when creating a new tenant using the tenant service, it will not execute the SQL rollback script.

• Typo in Dialer ReferenceID of Data Extract − There is a typo correction in the Data Extract report. It must be displayed as Dialer Reference ID. The issue is fixed.

• Scheduler Exception During EOD Processing − An end-of-day (EOD) exception is occurring when the campaign is using a simple strategy, the contact status is open, and the Mode is deactivated. The issue is fixed.

• Unable to activate Dialer for New Tenant − Unable to activate the dialer when a new tenant is created. The dialer configuration fails to save and sync. Moreover, attempting to activate multiple configurations results in an error message indicating that the S3 bucket path needs to be configured. The issue is fixed. Now the dialer configuration can be saved and synced, and multiple configurations can be activated without error.

• Missing Contact Strategy Field − The Contact Strategy field is missing in the extraction report from the CallActivity data source. The issue is fixed.

• Incorrect Definition and Missing Help Text − There are Some Incorrect and Missing Definitions in Help Text in the Twilio Flex Provider under Sever Credential page. The issue is fixed.

• Typo in Contact Strategy of Data Extract Report − There is a typo correction in the Data Extract report, displayed as Conatct Strategy. The issue is fixed.

• Typo in Attempts Counter − There is a typo correction in other settings, under the attempts counter, it is displayed as DNC Authendicaation Failed. The issue is fixed. This is applicable for Genesys PureCloud.

• Scroll Bar issues Campaign Summary Report − In the Campaign Summary report, the scroll bars on the right side overlap each other. The issue is fixed. This is applicable for Amazon Connect.

• Select All issue in Amazon Connect Dialer Configuration − Using Select All after searching for queues saves all queues, not just the ones matching the filtered results. The issue is fixed. This is applicable for Amazon Connect.

• Setup Failure for Contact Strategy in Multiple Campaigns − A deadlock issue occurred when customers attempted to access multiple campaigns simultaneously in Automation tool. The issue is fixed. This is applicable for Amazon Connect.

• Historical Call Outcome Report Issue − User is unable to generate the Historical Call Outcome report and download it as an Excel file. An exception occurs if the call outcome report count exceeds 140,000. The issue is fixed.

• New Application Pool Creation Issue − The issue is that when creating a new tenant using the tenant service, it does not automatically create and assign a new application pool to the website application. The issue is fixed.

• Data Mismatch in Agent Login Logout Report − There is a discrepancy between the reporting UI and the exported report for agent login/logout times. This occurs because the data is converted to UTC date before processing and displaying results in the Grid view UI during filtering. The issue is fixed.

• Limitation in Compliance Search Results − There is an issue with the CPT compliance search results when uploading data for all seven days (Monday to Sunday), the system only displays results for five days (Monday to Friday), excluding entries for Saturday and Sunday. The issue is fixed.

• Business Outcome Strategy Reschedule Issue − The campaign has a simple contact strategy and a business outcome with a maximum of four retries. However, when setting the business outcome for the contact, it closes the contact instead of attempting the maximum number of retries. The issue is fixed.

• Call Disposition Issue − Call Disposition update is not working. The issues is fixed. This is applicable for Amazon Connect.

• Campaign Results Marked as Contact Expired − Twilio Flex results are not being processed for a particular campaign and are marked as Contact Expired by the end of the day (EOD). Since the call was transferred to IVR and the completed event was received after the agent's ACW closure event, the values were not properly updated, resulting in the failure to process the results. The issue is fixed. This is applicable for Twilio Flex.

• Global Uploader Truncates Last Character − During the Global Upload process, when contact records with spaces are received from the source file, performing substring and trimming operations simultaneously causes the truncation of the last character of the record.

• Feed Engine Campaign Group Thread − The Feed Engine campaign group thread stopped due to an exception thrown while loading constant values. The exception occurred because multiple campaign group threads are trying to access the dictionary object simultaneously. The issue is fixed.

• Campaign Stuck in Stopping State − The campaign is stuck in the stopping state. The issue is fixed. This is applicable for Cisco CCE.

• Dialer Procedures Deadlocks − While accessing transactions, certain queries block records, leading to deadlocks. The issue is fixed. This is applicable for Amazon Connect and Twilio Flex.

• Call Result is Null − The telephonic outcome is processed by the Rescheduling before being updated in the table, resulting in it being NULL. The issue is fixed. This is applicable for Amazon Connect and Twilio Flex.

• Theme Issue for SSO User − The theme color reverts to the default after logging in and out, despite being changed to the preferred hue. This issue affects SSO users and occurs because the user ID is not properly set up for SSO. The issue is fixed.

• Failure status when uploading contacts − Application is encountering a failure status when uploading contacts via the API. The wrong file name is being picked from the Global Upload while processing the uploaded contacts through the API. The issue is fixed.

• AutoSync is triggering for attributes − The Pending Task Attribute change for workers triggers Twilio events that automatically start or restart AutoSync. The issue is fixed.

• Call Outcomes and Rescheduling Not Recorded − The outcomes for the calls are not being recorded, and contacts are not being rescheduled. The issue is fixed. This is applicable for UJET.

Limited Features

Historical Reports Beta − The Historical Reports Beta is applicable to limited platforms. We have introduced a new Historical Reports (beta) module in the Version 4.2.1.2403 release.

Deprecations

There is no deprecation in this release.

New Feature and Enhancement

Fixes

• Import and Export Alert messages − Alert messages are appearing twice during the import function when no file added. A fix is provided, ensuring that both file validation and Entity selection validation now function correctly.

• Quicklink Master data − There is an issue with Quicklink mapping for Role-based users as the mapping master data is missing. A fix is provided, and mapping master data is now added for the missing Quicklinks.

• Purge is failing − The table has an incorrect purgeReference column name, causing an invalid column exception and resulting in the purge process failing. A fix is provided.

• Null values are available − There is an issue with the script causing some newly added tables in the purge process to have entries in the table with NULL values in the tableID column. A fix is provided.

• AEM Contact −AEM Contacts are experiencing delivery issues to agents, where records from different campaigns are not being routed and prioritized correctly. A fix is provided.

• Compliance − Search for DNC upload type is not visible in the UI. The issue arises because the DNC quick search fails to provide accurate results when users input a search value with the _+ combination. A fix is provided.

• IVR Throttling − IVR Throttling Mapped Inbound Queue disappears from the Campaign after saving and syncing. The issue is resolved and the IVR throttling mapped table will now be updated with the new Queue ID. This is applicable for Amazon Connect.

• Few contacts got stuck − A number of contacts are currently stuck in status 4 and were not reopened by the end of the day. However, the expectation is that these contacts must be reopened by the dialer side. A fix is provided.

• EOD Process − The EOD process failed due to a mismatch of columns with the temporary tables created during the process. A fix is provided.

• Perfect Silent Call Tagged as Customer Abandon − All instances of complete silence during calls are now designated as human, and such calls are directed to an agent. If a customer call is disconnected, it will be categorized as customer abandonment. Despite being classified as answering machine responses, these calls are incorporated into the customer abandonment metric. A fix is provided. This is applicable for Amazon Connect.

• Agent Id for Direct Preview Call − Agent ID is not tagged with few Direct Preview Call. The issue arises because the call data was transferred before tagging the agent’s name in a rare scenario. A fix is provided. This is applicable for Twilio Flex.

• Amazon Connect Lambda − Lambda is failed to decode some events. The issue arises because the Lambda decode approach does not support certain ASCII characters. A fix is provided. This is applicable for Amazon Connect.

• Unused Services − Services that are not used for the application are removed.

• Amazon prerequisites document − The sections on Non-Tethered Model and SCV Non-Tethered Model were missing information. The document is updated. This is applicable for Amazon Connect.

• Abandoned Percentage for Historical report − Abandoned Percentage for Historical report is not generating. A fix is provided.

• Business Outcomes page fails − Business Outcomes page fails to load when the number of records exceeds 12,000. A fix is provided.

Feature On-Hold

Historical Reports Beta − Historical Reports Beta is suspended from this release. We had introduced a new Historical Reports (beta) module in the Version 4.2.1.2403 release. Currently, we are putting this module on hold and plan to release it in the future.

Deprecations

Purge & Archive table – From this release, several tables that are no longer used are removed from the Purge & Archive table lists. This is applicable for Amazon Connect, Twilio Flex, and UJET.

New Feature and Enhancement

Fixes

• Add URL popup – No alert is displayed when clicking the save button on the Add URL popup. When users attempt to add a new URL without filling in any required fields and proceed to click Save, no error message is displayed to the user. A fix is provided.

• Unable to reassign agent – Unable to reassign agent without updating the call start and end time. There is an issue with validating the update datetime when reassigning an agent via Manage Contacts. A fix is provided.

• Pendo initialization issue – When the page is refreshed or opened in a new tab/window, Pendo fails to initialize. The events do not flow to Pendo because Pendo is not initialized on the page refreshed. A fix is provided.

• Manage Contact – Global Select functionality for the block contact operation is encountering an error. A fix is provided.

• Data Extract – The UI does not display Only Open Contacts and Only Closed Contacts options. A fix is provided.

• Abandoned Percentage Historical – Abandoned Percentage Historical report is not generating. A fix is provided.

• Compliance API – Compliance API is rejecting a few special characters. When these symbols &<\ are incorporated into the compliance API, it returns false. A fix is provided.

• Inbound Agent WebSocket error for Progressive IVR Throttle – The blending state for the Inbound agent is not upgraded. The issue is fixed by activating IVR throttle. This is applicable for Amazon Connect.

• Contact Flow changes – In the Acqueon contact flow, a validation step is added before placing calls in the queue flow. This step checks the number of available agents based on queue metrics. A Contact Flow is changed in Amazon Connect. This is applicable for Amazon Connect.

• Missing Parameters in configuration file – Some parameters are missing in the configuration file. A fix is provided. This is applicable for Amazon Connect.

• License Violation Banner – License Violation Banner is displayed with Campaign Manager. A fix is provided.

• Inaccurate abandoned percentage – The abandoned percentage is inaccurate as of the start of the day. Currently, the system is calculating the NCD and Abandon Percentage using real-time metrics data and the Server time zone. A fix is provided. A new option is added to the Campaign Manager Time Zone, allowing users to define the Customer Time Zone. This is applicable for Amazon Connect, Twilio Flex and UJET.

• High Availability for Agent – Agents are facing high availability after change of Group Campaign because when the time zone is inherited from the campaign group to the campaign, it is not considered or validated for all enabled time zones during campaign execution. A fix is provided.

• Compliance validation fails – Compliance validation fails to validate with the prefix added to the phone number. A fix is provided.

• Purge process – Purge process is failing for a table when scheduled in the Shared database. A fix is provided.

Deprecations

Transfer to IVR – From this release, the Transfer to IVR for Abandon Call Treatment in Amazon Connect HVOC is deprecated. Calls will now be directly placed into the customer queue flow. In this flow, there is no option to transfer the call to another flow (IVR). Therefore, the option is deprecated in the Abandon Call Treatment for Amazon Connect in both Campaign Group and Campaign Dialer Settings.

Note:

This release is exclusively for Acqueon Cloud customers and is not applicable to On-Premise installations.

New Feature and Enhancement

Fixes

• Licensed Users grid – The Licensed Users grid does not appear in the subscription model. This issue exists where the grid is activated only for the perpetual license model. A fix is provided.

• Global Upload – Unable to edit fixed-width profile with campaign names exceeding 64 characters. There is an issue with the fixed-width profile creation process. The system combines the filename and campaign name to create the profile name. A fix is provided.

• Dialing customer after the guard time – In accordance with Five9 VCC behavior, the application is dialing out to the customer even after the guard time has expired. A fix is provided and when delivering the contact to Five9 VCC, the guard time (Expiry) period is intentionally reduced by one hour. This is applicable for Five9 VCC.

• Vulnerability Issues – Users are unable to add essential and optional widgets to the home screen using the keyboard. Pressing Enter or Space does not work to add the Widget to the desktop. When scrolling through the Call Outcome dropdown options, all options are not read aloud, hindering accessibility for users relying on screen readers. A fix is provided.

• Enhanced AEM – A situation is occurring where agents are in an idle state, and AEM contacts are delivered to them, but the process is progressing slowly. A fix is provided.

• Contacts lists issue – Contacts lists expire when the list's end date and time are modified on the contact list page, especially if there is an extension of the campaign's Time to Live. The issue is fixed. The Time to Live for the list is updated whenever the List End Time is modified, aligning with the campaign's Time to Live.

• Global Upload Profile – When the configuration is edited twice, a blank screen appears. This issue arises during the evaluation of the profile value because necessary validation is missing. A fix is provided.

• Different call outcomes for LCMkey – Two different call outcomes are showing up for the same LCMkey. A fix is provided. This is applicable for Amazon Connect.

• Contacts dialed before tethered call connects – The Predictive Dialing logic takes into account the Agent Status, considering agents in Available and Outbound blending state as Ready to take calls, and initiates the Predictive calls accordingly. A fix is provided and application is updated to only consider agents with tethered calls connected as ready to take calls and dial contacts. This is for Amazon Connect.

• Outbound agents not switching – Outbound agents are not switching because the Blending SLA condition is set to greater than zero. A fix is provided. This is for Amazon Connect.

• Duplicate Issue In Call Outcome Report – The agent recorded the call outcome while on the call with the customer. Once the call ended and the customer disconnected, the agent quickly moved to routable state for new calls. However, occasionally the agent's status update reaches the system before the call completion notification. This timing mismatch can lead to the insertion of duplicate records. A fix is provided. This is applicable for Amazon Connect.

• Agent ID not assigned for agent skipped calls – This issue arises because the agent's name is not logged for calls that are skipped. A fix is provided. This is applicable for Twilio Flex, Amazon Connect, and UJET.

• Agent ID not tagged for failed calls – Agent ID is not tagged for failed calls in direct preview pacing mode. This issue arises because the agent’s name is not recorded for failed calls. A fix is provided. This is applicable for Twilio Flex, Amazon Connect, and UJET.

• Data extraction numbers issue – Data extraction numbers do not match between Historical reports and Data Extract reports. A fix is provided.

• Web service issue – The web service is encountering an error. The Web Service was developed for a 64-bit architecture, but by default, the application pool is configured to support 32-bit applications. As a result, the application was unable to run. A fix is provided.

• Scrub operation issues – The scrub operation takes more than 10 minutes to complete. A fix is provided.

• Error in contact uploader logs – Multiple exceptions titled Exception occurred in GetAreaCodeList are noted in the contact uploader logs. A fix is provided.

• ANI dropdown list issue – The ANI dropdown list is hidden behind the frame in the group detail view. When the Progressive feature flag 1:N is deactivated, the content within the progressive tab is significantly reduced. As a result, the dropdown options popup becomes hidden beneath the main div. A fix is provided.

• Contact delivery status issue – When the contact is not delivered to the dialer, the contact status shows as Delivered to dialer. Due to the incorrect Cisco file path specified in the Campaign group, the application is unable to copy the contacts file to the Cisco server. A fix is provided. This is applicable for Cisco CCE.

• Time zone conversion issue – Campaign Manager server and Cisco CCE server are in different time zones, resulting in time zone conversion not occurring. A fix is provided. This is applicable for Cisco CCE.

• Unable to add SMS mode – Unable to add SMS mode to the contact strategy for an SMS campaign in the environment. The issue arises from encountering an exception when attempting to add SMS mode to the existing contact strategy. A fix is provided.

• Deleted campaign groups issue – Deleted Campaign Groups are still displayed in the UI. When the Dialer is deactivated, deleted Campaign Groups are displayed with Disabled status, even though no campaigns are mapped to the group. A fix is provided.

• Issue with content extraction – Unable to extract the contents of a large zip file. The compliance uploader failed to extract a larger zip file, which has a file size of approximately 8+ GB. A fix is provided.

• Thread missing – The Campaign Group Thread initiation did not include the Campaign Group in the LaunchThread Object. Consequently, when the Campaign Group Thread began executing the FillContacts Method operations, it encountered a Thread Abort error. Afterward, the Campaign Group was added to the LaunchThread Object. Despite this, the application refresh module reports that the Campaign Group Thread is already launched, yet the Thread is still absent. A fix is provided.

• DNC not working – DNC validation is failing due to a channel type mismatch. A fix is provided. The Compliance API is updated to align with the latest behavior, now users must send separate requests for DNC registration with each channel. This means that instead of combining both SMS and VOICE in a single request using Channel type 4, users should send individual requests specifying the appropriate channel for each DNC registration.

• Issue with block or unblock zip codes – The functionality to block or unblock zip codes is not functioning as expected. Contacts are not blocked when their zip code or area code is included in the blocked list. A fix is provided.

• Get Customer lambda – The Get customer lambda function is not working when business parameters are not sent. A fix is provided. This is applicable for Amazon Connect.

Deprecations

No features are deprecated in this release.

New Feature and Enhancement

Fixes

• Agent's entry is not appearing after the preview call task is canceled - The agent's state was not being updated in the table due to the Agent ID is not passed with the Routing Profile during task cancellation events. A fix is provided. This is applicable for Twilio Flex.

• Password verification in Dialer settings - Confidential data remains visible in logs for Amazon Connect because Dialer Secrets are not encrypted. A fix is provided. This is applicable for Amazon Connect.

• Password Protection - When adding or editing Dialer configurations, the authentication token is being displayed because the token value is not encrypted. A fix is provided. This is applicable for Twilio Flex.

• Rate Limit exceeded exceptions occurs during Auto Sync Worker Detail retrieval - The large number of requests within a few seconds resulted in Rate Limit exceeded exceptions. The Manual Sync Process fails to clear WorkerSID, leading to incomplete synchronization for some workers. A fix is provided. This is applicable for Twilio Flex.

• RDS Credentials - RDS username and password are displayed in the log file and tenant table. A fix is provided.

• Call Activity data extract reports - Details for the Call Activity data extract reports are currently unavailable because of inadequate length used in the internal variables. A fix is provided.

• Data extraction process fails to generate a file for one day - The issue arises because we are adjusting the report time by adding one day to the current day. However, If the report, scheduled for 11:59 PM, exceeds two minutes in generation time, the current day shifts to tomorrow, thereby causing the report time to skip the following day. A fix is provided by considering the time difference between the report time and the current time to calculate the number of days, which is then incorporated into the report time.

• Agents idle for longer period - The agents were idle for an extended period and were not receiving calls. When the agent is mapped to the Inbound Routing Profile, their details are updated in the Acqueon agent status table. As it is an Inbound Routing Profile, the Dialer ID is set to null. After remapping to the Outbound Routing Profile, the changes are reflected in the Acqueon table status. However, the Dialer ID remains unchanged, resulting in calls not being dialed. A fix is provided. This is applicable for Amazon Connect.

• Performance Metrics - The agent status summary does not match the Amazon Connect queue for agents who are logged in. When an agent moves to a routable state, system allocates the blending state for that agent exclusively. The blending state is not included in the inbound and outgoing counts because it is not assigned to agents in those states. The fix is provided and the inbound count includes blending states where agents have not been assigned. This is applicable for Amazon Connect.

• Call recordings are missing - The issue arises as the Amazon Connect contact ID is not updated when a call is transferred to an external agent. A fix is provided. This is applicable for Amazon Connect.

• Tethered Model - There is an issue with the automatic synchronization of logged agent routing profile queues. When the queue is unmapped from the routing profile in Amazon Connect, the associated campaign group is also deactivated. A fix is provided and now, even if the routing profile is unmapped from the queue, the campaign group is not deactivated. This is applicable for Amazon Connect.

• Limitations:

• Only changes to the agent routing profile queue that are logged in are automatically synced.

• All outbound queues must be mapped to one of the routing profiles, and manual sync is required.

• Answering Machine Treatment - System is updating play message voice file for all groups instead of specific campaign. When selecting different conditions or campaigns in the Dialer Settings tab of the campaign module, the Play Message voice file fails to clear. This results in the old value persisting even when editing another condition or campaign. As a result, the Play message voice file ends up updating to all groups instead of being specific to that campaign. A fix is provided.

• Issue with role-based access permissions - Issue arises with role-based access permissions in the application login system where the permissions assigned to roles are constantly changing. After changing the group, the assigned rights for reports are not retained for the campaign, and the selected rights for users are not clear. A fix is provided. Assigned rights are retained, and selected rights are highlighted with bold text.

• Tenant Server is displaying errors - The issue arises because the dialer fails to load when starting the Tenant service. A fix is provided.

• CCB Validate API throws error in Compliance logs - The issue occurs when the dynamic SQL exceeds this limit and gets truncated. A fix is provided.

• Widgets Screen Pop for Twilio Flex - Widgets screen pop is not being cleared for Twilio Flex Agent Desktop. The issue arises because the screen pop clear is not handled within the Twilio Flex Plugin. The fix is provided to clear the Screenpop details for the following scenarios:

  • When the agent rejects the preview task.

  • When an agent consults or transfers the call to another agent.

• Manage contact export functionality is not working - There is an issue with exporting manage contact data, as only the first page of the grid data is being exported. The fix is provided, allowing users to export all data from the manage contact grid.

• Contacts are marked as status 41 during CCB validation - The contacts are not delivered and they are marked with status 41 due to a failure to update the status in the table during the End of Day (EOD) process. A fix is provided. This is applicable for Genesys PureCloud.

• License usage data is available up to August 2023 - The issue arises because the data is not transferred to tables. A fix is provided.

• Higher CPU usage - Real-time reports are causing higher CPU usage. A fix is provided.

• SQL timeouts detected - The issue arises as application is encountering difficulty retrieving contacts from the database, resulting in SQL timeout exceptions. A fix is provided.

• Issue with APIs GetContact and GetContactAcrossCampaign - The issue arises because the user is unable to understand the implementation notes of these APIs due to insufficient information provided. Implementation notes for these two API methods have been updated to include additional information, detailing the usage of all parameters.

• Dialer Configuration for Cisco CCE - The application is unable to save the Dialer Configuration for a new tenant. The issue is resolved and we have implemented validation to support both adding and editing the dialer configuration values. This is applicable for Cisco CCE.

Deprecations

No features are deprecated in this release.

New Feature and Enhancement

Fixes

• Status of the inbound agent is not updated in IVR Throttle – When an agent is mapped for the inbound blending state, the status of the agent is not being updated in the application. The Issue is fixed to to ensure that the agent status linked to the IVR throttle queue mapped to routing profile is updated in the application. This is applicable for Amazon Connect.

• Abandon call count includes the abandon call count from other tenants in shared database – The Tenant ID and Subtenant ID were omitted during the joining process with the outcome table. A fix is provided. This is applicable for Amazon Connect, Twilio Flex, and UJET.

• Data Extraction Memory Load Issue – The issue is occurring because we are currently attempting to retrieve all the data in a single request, leading to memory utilization problems in the load environment. A fix is provided.

• Issues when including the StatusReasonID field in the Write Condition for Manage Contacts – There is an issue occurring after adding the field in the Condition Builder Popover. A fix is provided by including the StatusReasonID to the Condition Builder Popover.

• KVS parser CPA lambda returning undefined result – As the SL event is not being handled in the KVS parser lambda, it is returning an undefined result. A fix is provided. This is applicable for Amazon Connect.

• Zonename used in CSS points to the Contact Detail – The Zonename used in CSS points to the Contact Detail and uses the Area Code of the mode to display the Timezone. The issue occurs because, in the Order by condition, the ZoneName is removed from the SystemFields. A fix is provided.

• Issue with CSS Condition – An error is displayed when executing a contact information query in the database. A fix is provided.

• Issue with retrieving Reserved Agents Records after Active Call Replacement – When an agent is in the 'Available' state and retrieves a manual dial record, if an outbound or inbound call is delivered before the agent initiates the dialing process, the widgets will be replaced with the active call data. However, after the call is completed, there is an issue where we are unable to retrieve the reserved record for the agent. A fix is provided.

• Email Outcome report Issue – There is an issue where the success outcome record is being displayed three times. The fix is provided.

• DNC Blocked Report Issue – Instead of a single record, we are currently encountering three records in the DNC Blocked report within the application. A fix is provided.

• Delivered Phone number and Dialled number is different for same contact – The customer phone is updated through the CTR event. Calls are dialed in Progressive IVR pacing mode, and they are routed to an agent through the custom contact flow. However, in some of these calls, they were routed to another number. Consequently, multiple CTRs were received, and the transferred number was updated in the telephonic outcome. A fix is provided. This is applicable for Amazon Connect.

• SNMP Mail alert Issues – The Email Template file is currently being referenced through the FileLibrary. A fix is provided.

• Call start time is displaying after the Call initiation time for Amazon Connect – The logging of the call start time occurs after the initiation request for an outbound call. Fix is provided to fetch the call start time prior to initiating the outbound call initiation request.

• Data Extract PER and data definition update – The issue arises because "Description," "Rule name," and "Compliance Group" are currently not available when creating a DataExtract Report for non-call activity . A fix is provided.

• Contact Uploader encounters an error when processing the Optional Zipcode substring – The error occurs when an empty optional zipcode is mapped and uploaded with the extraction option, it triggers an exception during the parsing of the zipcode value. The issue stemmed from the absence of a length check on the zipcode value, leading to an exception when it was empty. A fix is provided.

• Data Extract PER and data definition update – This supplementary information, such as the Status Reason ID, provides end users with a clear description of why a contact is blocked by the compliance engine. A fix is provided.

• Services are missing from ActiveClientDetails table – Issues have arisen due to the presence of unnecessary NOLOCK hints in certain sections of the stored procedure, causing blocking when attempting to add an entry to the table. A fix is provided. This is applicable for Amazon Connect.

• Control agent user has Admin privileges – Issue arises when the Control Agent User is granted the ability to log in as a Console Admin User. A fix is provided. This is applicable for Genesys PureCloud.

• Screen pop is not working on enabling the secret keys – The main page of the application was not implemented for generating a token using the API keys and Secret keys configured in the XML file. A fix is provided. This is applicable for Nice CXone.

• Unable to edit or save Contact Selection Strategy (CSS) – When attempting to copy or create an identical existing write condition with a different condition name, the custom condition duplicates, leading to an exception upon saving. A fix is provided.

• Error in display when using Order By clause in Show Contacts – When a build condition is created with an "order by" clause on system fields, the "Show contacts" grid does not display any records. A fix is provided.

• Issues related to copying campaigns – While duplicating a campaign, the application does not replicate the dialer settings. A fix is provided.

• Queue inclusion for Tethered Call Count – The Campaign Group name (UJET Queue) was omitted from the calculation of Tethered Call Count. A fix is provided. This is applicable for UJET.

• Campaign Group name inclusion when retrieving Hold Call from queue – The Campaign Group name (UJET Queue) was not included when retrieving the call from the Hold Queue. A fix is provided. This is applicable for UJET.

• Issue with migration scripts – Email and SMS campaigns are currently not listed on the Campaign Group page because of the recent update to the Campaign Group for non-UJET Campaigns. A fix is provided. This is applicable for UJET.

• License usage data for UJET host is not populating following the last upgrade – An exception has been received in the logs, indicating an issue with the column name "IsMaxOperationRequired". It is reported as invalid. A fix is provided. This is applicable for UJET.

• SMS campaign is experiencing issues and is not functioning as expected – The SMS campaign is not working as expected, specifically, the one-way SMS responses are not being fully read, and the stream reader is not being closed properly. A fix is provided.

• Performance metrics indicate that the current throttling pacing is not displaying decimal values as intended – The current throttling pacing values are calculated in decimal, but the report displays them as whole numbers, omitting the decimal component. A fix is provided. This is applicable for UJET, Twilio Flex and Amazon Connect.

• Performance Metrics – There is a performance issue in the Campaign Group Summary – Some data is repeated in the tables. When we try to combine or join them, we end up with a lot of information, and it causes more than one main record to show up. A fix is provided. This is applicable for Amazon Connect, Twilio Flex and UJET.

• Contacts from the campaign, were not being delivered to the dialer with Amazon S3 as the storage type – The issue arises because the LCMDeliverContacts key contains bucket details, but the application mistakenly interprets it as a local path, attempting to upload the file to a folder. Consequently, the application throws exceptions. A fix is provided. This is applicable for Cisco CCE.

• MCD Widget is unable to load the outcome list – This occurs because the API returns the data, but the UI dropdown fails to bind the data due to a timeout issue. A fix is provided. This is applicable for Twilio Flex.

• Closed Contacts updated in Outcome – The contacts that have been closed are being updated with the "Contact Expired" outcome. A fix is provided.

• Sequence of Global Upload conditions is being updated according to user modification – In the Global Upload Configuration for fixed width build conditions, the sequence ID is not correct for new conditions added beyond the first six. The UI lacks a sequence ID column, making it less user-friendly for swapping conditions and adding new ones. A fix is provided.

• Child Host Upgrade – An exception or error occurred during a Child Host Upgrade. A fix is provided.

• Profile headers are not being updated in the Auto Upload configuration – In the Global Upload Configuration, when users edit a saved profile, the file headers are cleared. They are not listed in the Auto Upload configuration. A fix is provided.

• Contacts are in uploaded status – The Contacts remain in the uploaded status within the Campaign member. When contacts are downloaded from Salesforce, the system generates a separate file if the contact uploader encounters any error records. This same file is utilized to update the task and campaign member statuses in Salesforce. It is important to note that Salesforce records values are delimited with a profile delimiter, which is configurable in the profile settings. A fix is provided.

• Replicating profiles fails to duplicate all the specified conditions – When copying a profile to a different campaign, the text in the scrub condition builder field name is being cleared. Additionally, the business parameters of the target campaign are not being listed, instead, the parameters from the source campaign are displayed. A fix is provided.

• Historical report exports data from the preceding month – The issue was occurring due to an incorrect calculation for extracting data from the provided month. A fix is provided.

• CCB Validation failed during contact delivery – If a campaign has StateLaw enabled with AreaZipCode, and contacts are delivered through CSS Custom Condition, CCB validation fails during contact delivery if the ComplianceGroup column is not part of the DataTable. A fix is provided.

Deprecations

No features are deprecated in this release.

New Feature and Enhancement

Fixes

• Calls exceeding Daily Retry limit – The Daily Retry count is reset to 0 when the next reschedule time is next day. Fix is provided to convert the next reschedule time to the campaign time zone and compare the same with current time of campaign time zone.

• Time to Live for Contact List – The Time to Live for contact lists uploaded to a campaign has a default value of 365 days. This default value is changed to 30 days for new campaigns. Ongoing campaigns persist with the existing default value.

• Global select in Manage Contact not working – When contacts matching conditions are populated via the Managed Contacts feature, the Global Select (to select all contacts) does not work. Fix is provided and updated the Stored Procedure. Users can now select all the contacts.

• State Law page scroll bar issue – State Law page scroll bar hidden behind the close button and unable to scroll. Fix is provided by moving the scroll bar to the right div. Now it is visible, and users can scroll while adding multiple state law groups.

• Historical Reports issue – Users are not able to generate Historical Reports. The issue was persisting as configured Business Parameter name had a number. Fix is provided. Validation is in place to ensure users do not create Business Parameters with names beginning with a number or special characters.

• CallMadeType field is blank in Data Extract – This issue arises because of a NULL value is returned in the CallType field. Fix is provided to update the value as either Agent or IVR, depending on the call type.

• Roles and rights issue – The issue occurs because the Campaign name is identical to the Campaign Group name. Fix is provided. Campaign name and Campaign Group name are updated at the Stored Procedure level.

• Issue with closed contacts status in Manage Contacts – The accurate status is not shown for expired or closed contacts. Issue is fixed by updating conditions and including expired contact list in condition.

• Label change for PII Protection – The incorrect name PII Data Protection is being displayed. Fix is provided by updating the section name to PII Protection.

• Data Type Issue – CallActivityBackup and CallbackDateTime change data type:

• The use of the nvarchar data type is causing problems in transferring call activity data from the Tenant Database to the Reports Database. Fix is provided and updated the DataType of CallbackDateTime from Varchar to DateTime.

• When selecting records from the table to create a backup file, only a fixed number of records (100,000) are retrieved. The remaining records are not returned or written to the backup file. Fix is provided. The entire set of records has been selected as a batch file, and this is configurable through the batch size parameter. Subsequently, these records are written to the backup files.

• Acqueon Contact Flow not setting the result in Salesforce – Amazon Connect CPA result was not assigned to custom attribute. Hence the Contact Flow could not set the result. A fix is provided.

• Message for agents in case of Agent Desktop network failure – Blending State is not allocated for the Inbound Agents, hence WebSocket heartbeat not received. Fix is provided. When an Inbound queue on Amazon Connect is not configured in the Campaign Manager Dialer Configuration page, agents associated with those queues are automatically assigned to the Inbound blending state. This is applicable for Amazon Connect.

• MCD Widget – Auto Search not working for Progressive and Predictive calls – The issue is a result of changes made to the call variables, leading to the phone number being returned as blank. Fix is provided to validate the mode and retrieve the phone number for searching. This is applicable for Twilio Flex.

• Tethered call connection issue – Invalid ANI was added to the application. Fix is provided for the application to pick random ANI from the list and make the tethered call. This is applicable for Amazon Connect.

• Uploader performance issues – Performance is reduced when a contact list (file) is uploaded through multiple files with multi-thread option enabled. This issue occurs if an uploader uploads the contacts with area code validation. A fix is provided to load only one copy of area code information in the uploader memory across all the threads. It improves the performance of the uploader.

• Hot lead contact method error – The response or error message from the log or error table misleads the API user. This request failed as an agent was not mapped to the campaign group, but the response displayed the message Invalid Campaign. Fix is provided. When there is no agent(s) mapped to the campaign group (dialer campaign), the response message is No agents mapped to campaign group. When the agent mentioned in the API request is not mapped to the campaign group, the response message is Agent is not mapped to campaign group. API user must ensure that the agent sync is performed after dialer modification.

• Pass level percentage in Performance Metrics – Pass level shows negative percentage in Performance Metrics. A fix is provided.

• Data Extract and Performance Metrics options not visible to users – The issue arises due to the introduction of uppercase letters into the database. Fix is provided by changing the letters to Pascal case.

• Total Calls Answered is higher than Total Calls Dialed in Performance Metrics – A fix has been provided to compute the TotalCallsDialed. A fix is provided.

• AddContactWithStatus API issue – The AddContactWithStatus API method does not work when start or stop parameters are included, and IsAccountNumber is set to false. A fix has been provided and application is updated.

• Reserve Agent fail issue – The issue occurs when AEM contacts are not delivered if the CreateContact or AddContact API's CampaignID request parameter is case-sensitive. A fix is provided to add a lowercase condition in the applicable component.

• API performance issue on account of validation of data – The performance of the API is impacted when a higher number of contact requests are made. A fix has been implemented to address the performance issue.

• Application delivers higher number of contact than configured – Contacts are being delivered in a higher number than initially configured number when they are blocked by compliance. A fix has been provided.

• Agent State and Agent Productivity Report – The logic for the Agent State and Agent Productivity Report has been updated to reflect the most accurate data available. This is applicable for Amazon Connect, Twilio Flex and UJET.

• Progressive Pacing Mode IVR Throttling Issue – Issues arise when attempting to modify the mapped campaign and updating the IVR throttling field on the campaign group page with IVR throttling enabled. Fix has been provided. This is applicable for Amazon Connect and Cisco CCE.

Deprecations

No issues are deprecated in this release.

New Feature and Enhancement

Fixes

• Duplicate List created during contact upload using API - A full check is being performed as part of validating that a specific list is not already uploaded for the day. This validation eliminates duplicate List ID being created even if two lists are inadvertently received with the same records at the same time.

• Missing Time Zone - Provided a script to ensure that all time zones are available in all cloud installations of AE. This fixes the issue of non-availability of London or Dublin time zone in some AE instances.

• Time zones refresh issue in Compliance Conditions - Underlying issues relating to the time refresh for various time zones configured in the Compliance Condition Builder are fixed.

• Mode-level Time Zone Refresh in Compliance Conditions - Mode-level time was not checked by the CCBValidate API when users enabled the Greenzone feature. Fix is provided now to ensure that necessary validation in respect of mode-level time values is in place when users enable Greenzone.

• Phone-based Skip Tracing - Skip Tracing is not working via two API methods, SetCallResult and SetDialerOutcomeForMCD. The component-level issues are fixed. Skip Tracing is working as expected after this fix.

• Global Upload Error File in Data Extract - There are certain issues where multiple error records are written in a single row. The component is fixed to ensure that each record, even though emanating from a single list, is placed in a separate row. This eliminates issues when users download the file in a comma-separated value format.

• Contact Created Time in pre-call script - The time a contact was created (via any upload process) is not available for use via a pre-call script. We have added a new field ContactCreatedTime – this can be used in a pre-call script.

• Logs for DownloadContactsForDialing API - Added logging to the DownloadContactsForDialing API method. The logging is set to the DEBUG level.

• Duplicate Outcomes - Duplicate outcomes with time difference of one millisecond, have been found in a table. A Fix is provided for this internal issue. The duplicates are no longer inserted into the table.

• Account Number in Pre-call Script - The Account Number or LCMKey was passed as NULL when used in a pre-call script. A fix is provided.

• Contact Reschedule Delay in AEST Time Zone - When the daily retry reached the limit, the contact got rescheduled by default to 00.00 hours of the server time zone, leading to a delay. This delay is eliminated by ensuring the rescheduling happens after the campaign time zone is converted to the server time zone.

• Contacts Dialed on Holidays - There was an issue with contacts being delivered on holidays when multiple holidays were configured for a state. This is resolved and no contacts are delivered on configured holidays.

• Contacts Blocked - Due to an issue updating the contact status to a temporary table, certain contacts were not delivered in subsequent iterations as they were blocked. A fix is provided to ensure that contact delivery happens as configured and no contact status update issues recurred.

• Closed Contacts not Displayed - When users search for closed contacts via the Manage Contacts functionality, contacts closed via the CCB rules are not displayed. The issue blocking this display is fixed. All Closed contacts, including those closed via the CCB rules, are displayed if searched using the Manage Contacts functionality. Ensure that the contacts in the intermediate (temporary) states 40 and 41 are not updated to the real-time reports.

• Mode Validation for Uploads - Users get the flexibility to choose how the application validates the modes when the contacts are uploaded via Profiles, either by modes mapped to a campaign’s contact strategy or to a mode mapped to Profile.

• Mode Validation for Uploads - An internal issue that prevented contacts from being closed via the CCB functionality and not being displayed in the Manage Contacts page is fixed. Now, when users choose to see Closed Contacts via the Manage Contacts page, all closed contacts are displayed.

• Websocket Server Reconnection - When the Websocket server does not switch between Side A and Side B when required. This leads to issues with connectivity with the Dataservice that tries to connect to the wrong side. A Fix is provided so that the Websocket server disconnects and then reconnects to the right side that is active after the server switch.

• Contact ID in Data Extract Call Activity - The issue of Call ID being extracted as Contact ID is traced to the data being fetched from the wrong table. This is fixed and the Contact ID is now correctly fetched to the Data Extract details. This is only applicable for Amazon Connect.

• Error in First-time Lambda Initiation - Since the application did not check for null value for any existing token, users faced issues initiating the lambdas for the first time. A fix is provided to check for any existing token and allow lambda initiation if there is null value and that is, no existing token to validate. This is only applicable for Amazon Connect.

• Performance Metrics for Success and RPC Percentage - The calculation error due to using the wrong numbers as denominator is fixed. The Success and RPC Percentage numbers on the Performance Metrics page now reflect the correct figures. This is only applicable for Amazon Connect.

Deprecations

Deprecation of Direct Database Operations on Dialer Queue for Performance Optimization - Direct database operations on the Dialer queue are deprecated to optimize performance. For a few customers, the Services team directly suppressed contacts in the Dialer queue after they were delivered to the Dialer. Direct operations on the Dialer queue affected the Dialer's performance.

New Feature and Enhancement

Fixes

• Real-time Report Data - Deadlock issues prevented contact data from certain campaigns being populated in Real-time Reports widgets. The issue is fixed and the deadlock no longer occurs. All appropriate contact data related to all campaigns is populated on the widgets.

• Contact NDNC Expiry - Contacts marked as National Do Not Call had the NDNC Expiry wrongly set as 20 years due to an internal issue. The issue is fixed and the user-provided expiry date for NDNC contacts is updated to the database.

• IVR Throttle Contact Delivery - Even if a single queue out of the numerous IVR queues had no agent in the Ready state, the application calculated the real-time available agent statistics wrongly, leading to non-delivery of contacts. The issue is fixed to to ensure statistics are calculated for each queue and not as a consolidated calculation across queues.

• Invalid Agent Peripheral Number - Internal issues led to an invalid Agent Peripheral Number being updated for IVR Campaigns. This issue is fixed and the correct Agent Peripheral Number is being updated as is the correct Call Duration.

• Multiple Contacts Uploaded for Fixed Width - Issues with the library file resulted in contact files placed in the S3 bucket resulted in the contacts being uploaded multiple times. The issue occurred only for fixed-width uploads. The issue is fixed and the file is now being deleted from the S3 bucket on successful upload.

• Limitation to Hours in Compliance Condition Builder - The limitation to set 99 as the maximum Hours in the Compliance Condition Builder (Hours field in CCB) is relaxed. Users can now set this as up to 999 hours.

• Data Extraction - Report Error Based on Run Type Change - When users change Data Extraction run type from Schedule to On Demand and then revert to Schedule, the data is not correctly generated. Issues relating to datetime calculation between the two run types are resolved. Now, Schedule run type generates reports with data for the past 24 hours.

• Save Error in CSS Conditions - Limitation to field length when writing CSS conditions are removed and users can save CSS conditions with string as long as 20000 characters.

• SMPP Reconnection in High-availability Installation - Internal issues that prevented SMPP reconnection when a component flipped from Side A to Side B and back multiple times are addressed. The SMPP re-connection is established even if the application flips back and forth from Side A to Side B or vice versa. This is beta release.

• Duplicate Records in Call Outcome Report - Validation issues while inserting records resulted in duplicate entries in the Call Outcome Report. These validation issues are fixed and the Call Outcome Report no longer has duplicate records. This is applicable only for Amazon Connect.

• Queues and Routing Profile - Instead of showing all queues in the Queue Mapping page, the application shows only queues mapped to a Routing Profile. A message Routing Profile does not exist for this Queue is displayed for queues not mapped to a Routing Profile. This is applicable only for Amazon Connect.

• Business Field CLI - Data Type String - Business Field used for CLI does not set the value because the data type is not selected as String. This is fixed by adding a restriction to show Business Fields for CLI only if defined as a String, other Data Types are not shown.

Deprecations

No issues are deprecated in this release.

New Feature and Enhancement

Fixes

• Export failure for Call Outcome Report - Earlier, there was an issue in date format when exporting the Call Outcome report in the csv format. A fix has been provided and user can export the report without any issue. Back-end configurations are required.

• Agent stuck in In-Call status - Agent is stuck in In-Call status after setting the ACW for Preview contacts. A fix has been provided. This is applicable only for Twilio Flex.

• Duplicate Business Outcome group - Duplicate Business Outcome Groups are displayed when creating a role. If Business Outcome Group already exists, another entity was created for roles and rights. A fix has been provided.

• Missing Campaigns - Campaign group was missing after performing the sync operation. Campaign Group is truncated because the Stored Procedure limits the length. A fix has been provided.

• Call Recording issue - Call recordings are ended before disconnecting a call. A fix has been provided.

• Agent stuck in Busy State - When a tethered call is initiated to an agent, but the agent receives an Inbound call before receiving the tethered call, the latter stays in the queue and patched to the agent after the Inbound call. However, the agent is shown as Busy even after the inbound call is completed. This is fixed by dropping an orphan tethered call in a proper manner when an agent receives an overlapping Inbound call. This is only applicable for Amazon Connect.

• Download Error Records - Campaign Manager does not allow users to download the Error Records when duplicates are found. A fix has been provided.

• Build Condition in Global upload - Build Condition provided in the global upload was quite large in the view mode. This caused issues while scrolling and in viewing other columns in the table. Now Build condition section has been modified and condition are displayed with an ellipse (…) added at the end that allows user to view other columns without any hindrance.

• Waterfall Sequence in Global Upload - The Global List sequence is in random order in the Historical Report > Global Upload Status. Now data is presented in sequence. This is applicable for Campaign Manager for Twilio Flex, Amazon Connect and UJET.

• Data Extraction Report - Extraction report does not convert date-time duration based on selected time zone. Now, report has been modified to convert the reporting time range based on the selected time zone.

• Abandoned Outcomes Duration in Call Outcome Report - Campaign Manager shows the call duration for abandoned calls from the answered time to completed time, even though the call is abandoned. A fix has been provided. It is applicable for Amazon Connect, Twilio Flex and UJET.

• Enhanced Real Time Report - Real-Time Agent Report displays the data only for 10 rows belonging to one agent. Now, report has been enhanced to populate all the records, not just the top 10. This is applicable for Amazon Connect, and UJET.

• Issue in creating a profile - Validation error Enter valid profile path occurs when configured storage type is Amazon S3. A fix has been provided.

• Duplicate Outcomes for Twilio Flex Preview Contacts - Telephonic outcomes can be set during the Call Completion Event and After-Call Work for the preview calls. Therefore, duplicate entries are made in the table. A fix has been provided and the settings of telephonic outcome from the After-Call Work has been removed.

• Note for CCBValidate API - The implementation Note given for CCBValidate API does not provide sufficient information on its services. Note has been modified.

• Inbound agents data in Usage and Agent login-logout report - Campaign Manager includes the inbound agents information in Usage report and Agent login-logout report. A fix has been provided and Campaign Manager fetches the blended agent data from Cisco CCE.

• Roles and Rights for Data Extract and Performance Metrics - There are no separate entities assigned to Data Extract and Performance metrics. A fix has been provided and created two different entities for Performance Metric and Data Extract.

• Old Agent Login Data - Existing agent login details were not migrated to agent summary table. A fix has been provided.

• API Voice Campaign Group - Blank header with outcomes is displayed in the API Voice Campaign Group. A fix has been provided.

• Scheduled call outcome report for SMS - Scheduled call outcome report for SMS channel changes the outcome from Success and Failed to Human and Machine, respectively as channel type value was not shown properly in the UI. A fix is provided.

• SQL Timeout - SQL timeout has been observed while loading the Historical Reports. A fix has been provided.

• Campaign Summary Report - Current Throttling Pace field is moved from the Campaign Summary report to the Campaign Group Summary report.

Deprecations

Campaign - The following filters are removed from the campaign group selection when user creates a new campaign:

• Voice, digital, and manual selection

• Selecting ICM

• Unified campaign group

New Feature and Enhancement

Fixes

• Alerts Section Not Visible - An underlying issue with the Roles and Rights evaluation is fixed and administrators are now able to see the Alerts section and add rights as required, for the roles.

• Rights evaluation in Business Outcome - There was an issue with evaluating Rights mapped to a Child Business Outcome entity. This is resolved and users get the administrator-mapped rights as defined for their roles.

• Defining CSS Conditions for AEM Contacts - An issue with the contact type validation prevented users from defining CSS conditions for AEM contacts. Users are now able to write custom CSS conditions for AEM contacts.

• DNC / NDNC Contact Upload - Due to a missing area-specific time zone validation, contact upload was failing for lists containing area-specific time zones. Validation added for all time zones, no failure in contact list uploads.

• Null or Empty Date in Contact Moment Uploads - Contacts having no date or having NULL in the upload file with delivery as Contact Moment failed to upload. We have provided a fix to treat such contacts (with empty or Null date / month) with a different status and ensure these are uploaded.

• Missing Call Recordings - Owing to Amazon Connect Call ID being cleared erroneously, some call recordings were not available. This is fixed by using the Amazon Connect Call ID from a different table where the data is not cleared. All call recordings are available for use. This is applicable only for Amazon Connect.

• Agent State Sync Issue - Due to a missing InstanceARN, the agent state was not synchronized. The application is updated to check for empty InstanceARN field before updating. This is applicable only for Amazon Connect.

• Duplicates in GetCallResult API Response - Duplicate entries in a table led to users getting duplicates in the GetCallResult API responses. The procedure that moves records to the said table is fixed and duplicates are eliminated. This is applicable only for Amazon Connect.

• Routing Profile Sync - A large number of routing profiles caused an exception at the time of synchronization. This is overcome by adding a retry mechanism in the component that enables Sync. This is only applicable for Amazon Connect.

• Agent State Stuck - Added a locking mechanism to lock the agent state and process state change requests one by one in the same order as they are received. This eliminates agents being stuck in the Preview state since the state change requests were received in an incorrect order. This is only applicable for Amazon Connect.

• Dial Error Issue - The Agent Stream Lambda sent the correct reason after a delay, leading to call drops being tagged with Success outcomes before the lambda reason was received. Fix provided to set the Dial Error outcome immediately on call drop. This is only applicable for Amazon Connect.

• IVR Campaigns Contact Delivery - To eliminate delays in contact delivery for IVR campaigns, we have increased the number of ports to 9999. This is only applicable for Cisco CCE.

• Twilio AMD Detection - A separate outcome named Answering Machine is added to the application and is used when a Twilio IVR call encounters an answering machine. Thus, we no longer use Success when the configured Answering Machine Treatment kicks in.

Deprecations

CUIC Reports - Support for the CUIC – Cisco Unified Intelligence Center – Reporting ceases with the 4.2.1.2306 release. The CUIC Reports are deprecated thereafter. This is applicable only for Cisco CCE.

New Feature and Enhancement

Fixes

• Contact List Blank Data - Application populates upload data for all Lists and Child Lists.

• No Response from GetContactOD API for Non-PEWC Contacts - The field length of user Id is increased. Earlier there was empty response from the GetContactOD API in respect of non-PEWC contacts was diagnosed due to field length of User ID.

• Wrong message displayed for NDNC blocked contact - If contacts are blocked due to NDNC, the application showed a message as “Contact blocked by DNC”.

• Email Template Issue - Application delivered email contacts to the default template even though there are other templates with specific conditions.

• Duplicate Campaigns - Duplicate campaigns with existing names are not allowed in the application.

• Migration issue with Roles and Rights - After the campaign group enhancement during the last release, the roles and rights for campaigns and campaign groups had migration issues.

  Note:

  Roles and rights created for and after the 4.2.1.2304 release are only migrated.

• LCMReports Database Schema - LCMReports Database is updated with a slew of new fields in existing tables. Added a new table, RPT_DPMaster, to the DB. The AE-Reports Database Schema document is updated with these details.

• Agent Productivity Report - A missing condition caused a no-records-exported glitch when the Agent Productivity Report was exported to an xlsx file. This condition is added, and the issue fixed. The exported xlsx file contains all the records as expected.

• Agent Stream Lambda - We are using the agent status start timestamp from the Agent Stream lambda instead of using the event timestamp, causing delays in delivered contacts getting dialed. We have updated the Agent Stream lambda to use the event timestamp.

• Missing Call Recordings - Multiple requests to the WebAPI caused authentication failure, leading to failure response. We are not storing the authentication in the cache to handle multiple simultaneous API requests – this resolves the issue of missing call recordings.

• Call Recording Search - Search for call recordings did not return the expected results if users chose a large number of agents in the filter condition. We have fixed the issue in the stored procedure handling this process.

• Campaign Summary Data Reset - We have fixed the time zone offset calculation to ensure that the Campaign Summary data in the Performance Metrics real-time report does not reset to 0 at a fixed time daily.

• Contact Delivery for IVR Campaigns - The limitation in users adding the ports was found to be the reason for delay in contact delivery to IVR Campaigns via the Cisco API. The application is updated to allow users to add up to 999 ports instead of the existing 100. It is only for Cisco CCE platform.

• Data Extraction Issues - Issues related to user-selected time zone for Data Extraction (for users selecting the Interval type of Data Extraction) are fixed. The application extracts the data as per the time zone selected by the user.

• Time Zone Issues for Historical Report - Issues related to user-selected time zone for Historical Reports are identified as related to date and time conversion. These are fixed and the reports are rendered as expected for all time zones.

• State-specific Time Zone Upload - There were issues due to which state-specific time zones were not uploaded via a Service Cloud Voice Profile. These internal issues are fixed, and the upload goes through properly.

• Document Updates for SMS Server Configuration - We have updated the Console User Guide with sample values for URLS for SMPP settings for SMSReceiverAPI, DeliveryStatus, and 2-Way SMS for Twilio CPaaS users.

• Text to Speech Messages for Audio Overlap - When recording is enabled and users play large Text-to-Speech (TTS) messages as part of their Answering Machine or Abandoned Call treatments, the TTS voice gets overlapped with multiple lines of text that is being played. This happens with text messages that are approximately 1000 characters or longer. Contact Acqueon Support for a fix via a configuration file change in the appropriate component. It is applicable for Twilio Flex.

Deprecations

DNC/NDNC Validations – Partial Deprecation - Do Not Call and National Do Not Call validations are performed only for Voice, SMS, and Email channels separately. Beginning this release, the validation for a combination of channels such as Voice or SMS, is deprecated. The validation happens only for the contact’s current mode and its channel type.

New Feature and Enhancement

Fixes

• Direct Preview Call not sent to Agent - There were some issues with the calculation of time between the current time and the last access time that led to no contacts being downloaded from the Service Cloud Voice CRM. These issues are fixed and contacts are downloaded and delivered to the agent.

• Usage Report Download - Issues relating to downloading of Usage Report are fixed with the correction of the date calculation logic.

• Historical Report - The calculation of Start of the Week and End of the Week when users choose THIS WEEK option for Historical Reports is resolved. Application now takes Monday as the start of the week and Sunday as the end of the week for populating data for reports.

• Downloading Error Records - The table causing issues preventing downloading of error records in the contact list page is now optimized with indexes. Users can download error records from the contact list page.

• Special Characters in CSS Group Name - A missing validation is added to prevent usage of special characters in the CSS Group name (only underscore and dash are allowed).

• Termination of Nailed Call - The issue of contracts being delivered when the campaign was not running is fixed by ensuring the campaign state is checked before delivery. This is applicable for Amazon Connect.

• Callback Contact Delivery in Progressive Mode - The issue of two contacts (one callback and one normal) being delivered leading to abandonment is fixed. Application now checks availability of callback contacts first before delivering normal contacts. This is applicable for Amazon Connect.

• CPA for Telephony Outcomes - Due to the absence of a separate outcome for FAX, calls reaching a fax machine were given an outcome of Machine. This is rectified with a separate outcome for FAX – the issues with CPA no longer occur. This is applicable for Amazon Connect.

• Database Accessibility Preventing Logging in - Call details of unmapped queue were being processed, resulting in a huge amount of data. This is fixed by updating only the mapped queue details. This is applicable for Amazon Connect.

• Call Abandoned due to No Agent - When no agents are available, and the Workflow Timeout / Workflow Skipped as configured in the Twilio Console exceeds the configured duration, the task is canceled at Twilio. However, the customer must manually disconnect the call. This is updated in the document since this is OEM behavior. This is applicable for Twilio Flex.

• Accessibility Issues in Add Campaign - An internal issue with validating the rights prevented some users from adding campaigns. This is fixed and users with rights can add campaigns. This is applicable for Cisco CCX.

New Feature and Enhancement

Fixes

• Issue fixed for Downloading Records from Service Cloud Voice

• Manage Contacts Time Zone - Application takes campaign time zone in Manage Contacts. Earlier, time zone was blank is blank because the user had not selected a time zone from the server settings / browser settings.

• Append Date Time in data Extraction - When users selected the Append Date Time option for the files extracted via the Data Extraction feature, archiving the file was not possible. This was due to an error in the special characters used in the date format. We have documented the special characters that are NOT allowed while configuring the archive file name. They are / (slash), \ (back slash), : (colon), * (asterisk), ? (question mark), < (greater than), > (less than), and | (pipe).

• Contact Delivery Time Out - Added this table to the purge table list. The records get purged periodically (as configured by the user) and the time out no longer happens.

• Records Missing using GetReports API - There were some records missing when users downloaded records using the GetReports API. This was due to the call starting in one configured download interval and ending in another download interval. We have fixed this by using a different field in the table to get the records.

• Customer Usage Data not Available - There were issues with users accessing API end points via a browser (and not via a configured FQDN). Fix provided to get data if users access the API end points via a local host, private IP, or FQDN.

• Security Related to Passwords - The application logs contained the string Password. All the logs are cleaned and content having security implications are either removed or encrypted before storage.

• Erroneous Triggering while Auto Uploading a Profile - When updated, an auto upload profile with Database View was triggered erroneously due to a glitch in the stored procedure. This is fixed. The auto upload Profile with a Database View no longer gets automatically started on any change made to the Profile settings.

• Auto Upload Profile Failure - The memory cache is cleared when users add new business fields to a profile using Database View. This memory clearance ensures all business fields are uploaded with the profile is executed.

• Dummy Records while Uploading Voice Contacts - A specific table has dummy records (relating to SMS and Email channels) even when the upload is for the voice channel only – this impacts the performance. Fix is provided to ensure the table has records only for active channels. If a campaign does not use Email or SMS templates, dummy records are not created.

• Service Cloud Voice Records Upload Error - Service Cloud Voice records uploaded via Profiles configured for Update showed an Upload Error on Service Cloud Voice. We have fixed this by skipping Updated Records while filtering the file for upload.

• Date Issue in Scheduled Repots - Issues relating to non-conversion of start time are fixed in the EOD report. The report now converts the last executed time based on the configured time zone for the report. Reports are now generated correctly in the configured time zones.

• CSS Conditions Ordering Issue - The OrderBy function does not work when the contacts are fetched as per CSS Conditions. Fix is provided to show the fetched contacts in a specific order as configured by the user.

• Contact Reschedule Issue - Due to an invalid ANI, when the call was dialed out and returned as Error, the campaign was updated with default date time as 1900, leading to some reschedule issues. This is fixed using the Agent Connected Time to process the reschedule. This is applicable for Amazon Connect.

• Contact Flow Display Issue - Due to an invalid ANI, when the call was dialed out and returned as Error, the campaign was updated with default date time as 1900, leading to some reschedule issues. This is fixed using the Agent Connected Time to process the reschedule. This is applicable for Amazon Connect.

• Blending Issues in Agents’ Movement - Blended agents moved from Inbound to Outbound after SLA was met did not consider agents already moved. This is now accounted for and random excess movement of agents from Inbound to Outbound is stemmed. This is applicable for Amazon Connect.

• Blending Parameters Definitions - Certain fields that were missing definitions in the Help window of the AE Blending Configuration UI are updated with help text. This is applicable for Amazon Connect.

• Outgoing Calls not Dialed - The information when a campaign state changes from STARTING to EXECUTING was missing from the table. This internal issue is fixed at the component level and there are no dialing issues now. This is for Amazon Connect.

• Agent Activity and Call Activity Data Mismatch - The data from the GetReportData in respect of Agent Activity and Call Activity do not match. Filter duplicates while updating the report is provided. This is applicable for Amazon Connect.

• Vulnerabilities in KVSParserCPA - Added the latest TLS v3 support in KVS Parser Lambda to eliminate vulnerabilities arising out of use of HTTP protocol. This is applicable for Amazon Connect.

• Play and Disconnect in Answering Machine Treatment - Due to different beep frequencies used by various service providers, the Answering Machine Treatment was inconsistent in behavior if users chose the Play and Disconnect option. We now save the Tones Payload information as a JSON structure in a separate column. This is applicable for Twilio Flex.

New Feature and Enhancement

Fixes

• Contact Delivery Delay in passing through Pre-call Scripts - Contacts (for the voice channel) that had to pass through a pre-call script (personal callback, AEM, and CSS contacts) experienced a delay in delivery to the dialer. The application now processes all these contacts in a single iteration, eliminating delays.

• API encounters error in Contact Delivery - The AddContactWithStatus API encountered some issues validating contact numbers with modes. The validation errors are fixed, and the method returns an error response on encountering an invalid mode.

• Error in CRM Adapter Update of Member Status - When contacts have only one mode with valid number, but have multiple modes configured in the Contact Strategy page, such contacts are returned as invalid, and logged in the error file as such. This is fixed by allowing users to leave modes without phone numbers as long as at least one mode contains a valid number. Whether to log an error is left configurable by the user.

• Chaining Contacts Expiry Error - Contacts chained to another campaign expired earlier than the configured Time to Live in the target campaigns. The cause was identified as not accounting for holidays and campaign weekly off days. This is fixed and chained contacts expire when the configured Time to Live ends.

• Contact Rejected by AE Shown as Uploaded in Service Cloud Voice - Contacts or leads with invalid zip codes, when rejected by the component, were not marked as Error since the validation was not carried out. Now a component-level validation is carried out and contact marked as Error. The wrong update on Service Cloud Voice no longer happens.

• dropdown List for Business Outcome in MCD Widget - A large number of outcomes displayed in the Multi-campaign Disposition (MCD) widget in the Agent Desktop caused the UI to overflow the widget area. This is fixed now.

• Storage Destination Error in Data Extraction - A field-length issue caused access issues to the Shared Drive where the extracted data was configured to be stored. This is fixed by increasing the allowed password length in the UI for Shared Drive option in the Storage Destination tab.

• SMS Messages Longer than 254 Characters - We have upgraded the DLL to enable users send SMS messages (via SMPP) longer than 254 characters as a single message. The single large message no longer gets split into multiple smaller messages.

• Decoding Query String for CSS Contacts - Due to encoding, users were not able to see the query string for the displayed CSS contacts. This query string is now decoded to enable users to see the query based on which contacts are displayed.

• Downloading Unmatched Records in Global Uploader - When a large number of unmatched records are written to the error file in Global Upload functionality, users are not able to download all the unmatched records for troubleshooting purposes. The error preventing the download of the large file is addressed. Users are now able to download files containing a large number of unmatched records.

• API Key Creation - The GetAuthenticateInformation API is not working when using the key created in the System page, because it is created on the Host application. This issue is addressed by allowed users to pass the Authentication header using a base-64 encoded APIKey:SecretKey pair created on the GetAuthenticateInformation API method directly.

• NDNC Upload Error - Errors related to compliance Upload for NDNC contacts due to special characters in the contact file are fixed. Validation is now being run for special characters and upload error is eliminated.

• Search Contacts in Duplicate Business Parameters - o The contacts contain business fields First Name and First_Name – treated as different business parameters. The application, while processing filter parameters for Search Contacts replaces the underscore character. Fix is provided by having the application check if the same parameter is present with a blank space and an underscore.

• Cryptographic Key - The encryption method was shown in the Javascript containing the cryptographic key. This is fixed by removing any irrelevant content in the Javascript file. The encryption method is no longer exposed.

• Vulnerable JavaScripts - Older Jquery files in the script designer are a security vulnerability. All the older Jquery binaries are updated to the latest version, eliminating the vulnerability risk.

• Session Cookie Attributes - We have added a configuration that mandates a secure socket layer (SSL) to ensure that the session cookies are not sent on unencrypted HTTP channels.

• CreateContacts API Errors - API request with Area Code substring was working only for system uploads. Hence this was throwing errors. This feature is now replicated to work with the CreateContacts API too.

• Export Failure in Script Designer Reports - A missing Reports folder inside the Script Designer directory caused this export failure. This folder is now available, and users can export the Script Designer reports.

• Missing Records in Call Outcome Reports - When agents drop a tethered call forcefully and move to the Available state, the agent state change does not happen. The agent is stuck in the tethered state. This led to the outcome not being updated. This is fixed and all records are accounted for in the Call Outcome report. This is only applicable for Amazon Connect.

• Agent stuck in Busy State - When a tethered call is initiated to an agent, but the agent receives an Inbound call before receiving the tethered call, the latter stays in the queue and patched to the agent after the Inbound call. However, the agent is shown as Busy even after the inbound call is completed. This is fixed by dropping an orphan tethered call in a proper manner when an agent receives an overlapping Inbound call. This is only applicable for Amazon Connect.

• Contact Rescheduling Error - Contacts were not rescheduled because the call results were captured with some blank space at the end. The SubTenantID validation failed, and some fields were not updated. The application is fixed to trim the blank spaces before updating to the tables. All fields are now updated, and the contacts rescheduled as expected. This is only applicable for Cisco CCE.

• Port Usage in Occupancy Report - Usage in Occupancy Report - Empty data was being sent to the component updating the port usage table in the AE database, while the application was looking for the data in the specific component. This is fixed. The application gets the data from the correct place and updates the usage to the Concurrent Login report at fixed intervals. This is only applicable for Cisco CCE and Cisco CCX.

• Consult Option in Twilio Flex Agent Desktop - Users upgrading to the Twilio Flex Agent Desktop version 2.0.2 have to enable the Warm Transfer button on the Flex Admin console. This can be done via Flex Admin > Features > Beta and enabling Warm Transfer. This is applicable for Twilio Flex.

• Hot Lead Contact Uploads - Hot Lead contacts are not uploaded via the HotLeads API if no agent is mapped to the Skill / Campaign. Users must map an agent to the Skill / Campaign or follow the sequence, Create a Workflow on Flex Console > Sync with AE > Create campaign on AE > Sync a second time. This is applicable for Twilio Flex.

• Customer Journey with UniqueID - When users chose to view a Customer Journey via the UniqueID, it was not showing details, only the Phone Number option was working. We have handled this by allowing empty values to the Phone Number field when users choose the UniqueID to populate the Customer Journey details.

• Filtering Data in Performance Metrics - Users can now filter data based on two addition columns in the Agent Status Detail grid of the real-time Performance Metrics report. These two columns are Routing Profile and IsTethered. This is applicable for Twilio Flex.

• Missing tables in Data extraction - Data of certain newly added tables were missing when the application executed the Data Extraction functionality. The internal issues leading to these are fixed and now data is extracted for all the tables. This is applicable for Amazon Connect and Twilio Flex.

New Feature and Enhancement

Fixes

• Contact State Change Time Delay - Agent State Change timestamp issues are resolved when contacts are transferred from Hold to an agent. This is applicable for Amazon Connect.

• After-call Work Time - Administrators can now configure any duration up to 3600 seconds for agents to complete ACW from the current limitation of 999 seconds. This is applicable for Twilio Flex.

• Campaign State Change - Campaign state change from Suspended to Executing is now updated – the underlying issue is fixed. Contacts are dialed out as expected. This is applicable for Amazon Connect.

• Agent State Change Issue - In the Direct Preview pacing mode, agent in Not Ready shown as Available; hence preview contacts were pushed to the agent. This is fixed by updating the Skip or close process correctly. This is applicable for Amazon Connect.

• Success Outcomes for Unsuccessful Calls - When agents accept a Direct Preview call, it is tagged as a success in Telephony Outcome. The issue in the data received from Amazon Connect streams is fixed. This is applicable for Amazon Connect.

• Direct Preview Dialing - Authentication issues led to delays in accessing Kinesis streams through the Lambda, which in turn led to dialing delays. Lambdas are bifurcated now into Agent Stream and Call Trace Record. This eliminates dialing delays. This is applicable for Amazon Connect.

• Copying Digital/CPaaS - Validation issues led to errors in copying campaigns mapped to Digital/CPaaS campaign groups. Some values that were not being populated properly are fixed. This is applicable for Amazon Connect.

• Real-time Performance Metrics - The real-time Performance Metrics report could not fetch data because it was pointing to the secondary (stand-by) service instead of the primary. Events are now sent to both primary and secondary instances and data is being populated as expected. This is applicable for Twilio Flex.

• Outcome for Abandoned Calls - For campaigns not enabled with Answering Machine Detection, if a call is abandoned within the configured Short Call Duration, the outcome is no longer updated as Short Call Duration, but correctly as Abandoned. This is applicable for Twilio Flex.

Deprecation

• Acqueon Connect CPaaS and Native Amazon Connect (tethered) dialers are no longer available in the Dialer Configuration.

• IVR Template – no longer required. IVR campaigns can run with configured Contact Flows.

Feature Enhancements

Fixes

• SQL Timeout Issue Generating Scheduled Reports - The SQL timeout issue was hindered by not generating the Scheduled Reports as configured. This is fixed and the specific component generates reports as configured.

• Large Business Field Switch - The UI label to disable the Large Business Field on the Business Parameter page showed False instead of No. This is rectified. The switch when disabled shows NO like other such switchable fields.

• Roles and Rights not Dialer-specific - Entities exposed to the user were not dialer-specific. This is fixed. Users can now see only entities based on the specific dialer in their Roles and Rights page.

• Campaign Group Sync - Users no longer face the problem of data pertaining to inactive campaigns being downloaded when they perform the Campaign Group Sync operation.

• Data Extraction Issues -

• Issues relating to Data Extraction are fixed in this release.

• The first relates to empty values in extracted data for Source Detail and Source Name.

• The second is negative value for UserID in the Core database table for List Information (contact lists).

• The third is the order of columns in extracted data – we have reverted to the column selection order rather than an ascending order by column names.

• The fourth is consistency in report generation even if users change the Run Type for a specific Data Extract configuration.

• Contact Selection Strategy - Contact Selection Strategy feature allowed Replace expressions with string enclosed only in double quotes. This is now fixed to allow single quotes also.

• Non-admin Users creating Business Parameters - Non-admin users with rights were not able to create Business Parameters. This is fixed in this release.

• API Responses in JSON Format - API responses are now available in a JSON format. This is based on users’ configuration in the specific component.

• Contacts Delivered Twice - Issues with clean-up of contacts at the time of campaign start led to residual contacts being delivered twice. These issues are fixed and duplicate contact deliveries are eliminated.

• Reports Database Schema Document - Campaign Manager Reports Database Schema Document is updated with all new tables introduced for the Data Extraction feature during the 4.2.1.51 release.

• Login Errors using SSO - The issue relating to login errors when the application is updated to a newer release is fixed.

• API Response to SetCallResults - When users set invalid outcome ID, the default value is taken as 0 (zero), in line with standard .NET protocols. If users set Callback or DNC, the application validates if the date is in the DD/MM/YYYY format. This fixes the issue of the method returning results as true for invalid requests.

• Skill-based AEM Contact Delivery - Avaya POM allocates a specific skill on agent log in, even if agents are mapped to multiple skills. Agent Executive Mapped contacts are delivered based on the active skill allocated by Avaya POM. Only after exhausting contacts from a specific mapped skill, Avaya POM dials out AEM contacts from the next mapped skill.

• Missing WhoID in Service Cloud Voice Task Creation - Issues that prevented a Service Cloud Voice Task Creation with a valid WhoID instead of invalid data as LeadID are resolved. The correct WhoID (for the contact) is now updated to Service Cloud Voice at the time of creating a Task.

• Outcome Table in Data Extraction - The issues that prevented data from the Outcome table (master table) are fixed. The Outcome master table data is now extracted without any hitch.

• Non-Dialed Contacts Update to Service Cloud Voice - When campaigns are flushed, the contact status was not properly updated to Service Cloud Voice. This is fixed. The component now picks the non-dialed contacts to Service Cloud Voice with the correct status code. This is applicable for Avaya POM.

New Feature and Enhancements

Fixes

• Contact Upload Failure - Global Upload or Campaign-level Contact Upload issue where the entire upload list failed even if one contact was bad is fixed. Contacts are now validated individually and only the bad ones fail to upload. Other contacts in the list are uploaded successfully.

• Campaign Forecast Stops Abruptly - The Campaign Forecast feature stops populating forecast data abruptly. This was because of the conflict between the forecast period selected and the campaign close time. This issue is fixed.

• SetCallResults API Method - Ambiguity in the implementation notes for the SetCallResults API method are removed and the content rewritten for clarity. Besides this, the Failure Reason is also added to these notes.

• Calls Dialed Outside State Law Permitted Time - Issues relating to calls being dialed outside the State Law permitted timings were noticed when users configured multiple states via the State Law Group feature. This is resolved by delivering contacts for dialing ONLY during the common inter sectional timing for all States in the group.

• Campaign Details not Showing on Dashboard - The campaign percentage and contact status details were not displaying properly due to timeout issues. The Stored Procedure fetching these details is optimized to ensure SQL timeout does not occur.

• Outcome ID and Description for SMS Campaigns - Campaign Manager had a generic validation for Business Outcome ID and Description regardless of the channel. Data Extract and response to the GetReportData API method did not show these details for SMS campaigns. This is fixed.

• Duplicate Entries for Chained Contacts - Contacts chained from one campaign to another are tagged with a dedicated chaining List ID. The child list ID was different for the original campaign vis-à-vis the chained campaign. This resulted in duplicate entries for chained contacts. The contacts are now filtered for duplicates before being added to the response in the GetReportData API method.

• Missing ID column in GetReportData API - Most tables have an auto-generated sequential number generated for the field named ID for the table entry. This field was missing when data was extracted from the Agent Activity table using the Data Extraction feature. The fix provided now includes this column at the time of Data Extraction. This is applicable for Amazon Connect.

• Invalid Outcome for PEWC Contacts - We were using the wrong disposition code when setting outcome for expired PEWC contacts. This is fixed in this release.

• Installation Guide Updates - Installation Guides are updated for on-prem installations. A note is added that users need administrator privileges to not only install the application; as also for installing patches, upgrades, and performing any maintenance activity. This is applicable for Cisco CCE and Cisco CCX.

• Outcome ID created for Wrong Number - A new Outcome ID is added to the application for agents to use when they encounter a wrong number. This is agent-viewable, and agents can select this when they set a disposition. This is only applicable for Twilio Flex.

• Contact Overload in Progressive Campaigns - Multiple threads delivering contacts to Progressive Campaigns when the Data Service component stops and restarts results in contact overload. This is fixed by validating only one thread is active and delivering contacts to Progressive Campaigns. This is applicable for Twilio Flex.

• Time to Live for Callback Contacts - Enhancement to Callback treatment, depending on backend configuration, a callback remains as a callback, even if Time to Live expires for a Contact. Else once Time to Live expires, the contact is closed.

New Feature and Enhancements

Fixes

• Logging non-dialed contacts - Enhanced logging introduced for non-dialed contacts to help troubleshooting, if required.

• Default Contact Strategy in Roles and Rights - The Default Contact Strategy feature is now available in the Roles and Rights page. It was missing and now administrators can assign users with the required Rights.

• External Make Call - Instead of being disabled by default, External Make Call is now enabled by default.

• Report data mismatch - Delivered Contacts column mismatch in real-time reports fixed by correcting the formula used.

• SLA Blending configuration fix - Users will no longer be able to enter 0 or lesser values for SLA conditions on the Blending Page while using “the lesser than equal to” operator.

• Validation of ANI for SMS Campaigns - ANI is no longer validated when Untethered users create non-voice campaigns for SMS.

• Outcome processing with UCCX Dialer - Processing of outcomes has been enhanced, by querying only active campaigns at the time of reschedule, thereby avoiding lag. This is applicable for Cisco CCX.

• Long Agent idle time and Preview calls are not getting routed - Agents stay idle without Preview calls being routed to them. The previous call, Task cancel was not processed correctly for agent status. Related issues are fixed, Agents get the Preview calls without any delay. This is applicable for Twilio Flex.

• TaskQueueName Length - The issue of calls not being delivered to agents due to column length constraint for TaskQueueName is fixed. This is applicable for Twilio Flex.

• Workflow sync in Twilio - o Issues relating to fetching inactive Workflows from Twilio and sync of realtime data are fixed. Leads to Predictive campaigns are now flowing as expected. This is applicable for Twilio Flex.

Deprecation

Telephony Outcome configuration in Campaign Group - Telephony Outcomes are no longer configurable on the Group page of the Campaign Manager application. Users must configure these only at the campaign level. New features which allow dynamic assignment changes of campaign group to campaign, no longer allow to this feature. Business requirements suggested that the configuration is better placed at the campaign level rather than at a group (of campaigns) level.