V 3.11 - 03 Nov 2022
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V 3.11 - 03 Nov 2022
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Acqueon Desktop
New Features and Enhancements
The following table describes the new features and enhancements of this release.
Feature | Description | Platform |
|---|---|---|
Authentication using an API Key and Secret Key | The communication between Acqueon Desktop and Acqueon Engagement for the data populated in the widgets can now be authenticated using an API Key and Secret Key. | Amazon Connect |
Disable the Skip and Close Buttons | The administrator can now disable the Skip and Close buttons for Preview (Tethered) and Direct Preview (Untethered) calls. | Amazon Connect |
Disable the Media Path | The administrator can now disable the media path for specific AD layouts. When a partner desktop or a third-party desktop uses Acqueon Desktop APIs for Outbound integration, multiple CCPs are called within the same browser tab. To avoid the media path errors, the media can be disabled in Acqueon Desktop so that only the signaling and call controls packets will be exchanged. | Amazon Connect |
Acqueon Desktop for Amazon CCP | The Acqueon Desktop Outbound widgets can now be used with Amazon CCP softphone. | Amazon Connect |
Amazon ARN to AE | Acqueon Desktop now passes the Amazon ARN to Acqueon Campaigns to recognize the Amazon instance when multiple Dialers are used. | Amazon Connect |
Handling CCP Initiation Errors | Additional checks have been added to handle CCP initiation errors. If the CCP fails to initialize when the Acqueon Desktop is loaded, Acqueon Desktop would display a status message and automatically refresh the browser after all retries. | Amazon Connect |
Acqueon Desktop Supports Account Executive Mapping (AEM) | AEM Contact enables personalized care to special or high-value customers. This is achieved by mapping an agent exclusively to a customer where Acqueon Campaigns uses the Personal Callback feature to achieve this functionality | Amazon Connect |
Configure Agent Default State | Acqueon Desktop now provides the option to configure the agent default state. This is specified in the app settings JSON configuration file. | Amazon Connect |
GetCustomerJourney API | The ‘GetCustomerJourney’ API now supports using ‘ContactNumber’ as a request parameter to pull the contacts. This is applicable only for third-party integrations using this API. | Amazon Connect |
.Net runtime 3.1.21 to 6.0.6 migration | All the applications using .Net runtime 3.1.21 are migrated to 6.0.6 | Amazon Connect |
Open Issues
The following issues are open in this release:
Tethered Model - Amazon
When blending is switched from Outbound to Inbound and agent handles an Inbound call, then makes a blind transfer through dial pad by dialing a valid number, the “Tethered call failed” message is thrown – 91916.
When the conferenced external party is dropped and the agent redials the same external party a few times, no further events are received from AE. The AD application completely freezes in this scenario – 91474.
When an agent tries to consult an external party again when there is an active request in place, a web socket error “External consult call already in progress” is shown as error message – 92173.
Gadgets resize automatically when the user accesses other tabs and returns to the customer gadget - 107938
Agents are able to enter alphabets in the contact number dropdown field -108255.
Untethered Model - Amazon
When the conferenced external party is dropped and the agent redials the same external party a few times, no further events are received from AE. The AD application completely freezes in this scenario – 91474
When the agent tries to consult an external party again when there is an active request in place, a web socket error “External consult call already in progress” is shown as an error message – 92173
Gadgets resize automatically when the user accesses other tabs and returns to the customer gadget - 107938
Agents are able to enter the alphabets in the contact number dropdown field - 108255
Service Cloud Voice
In AD ’s Salesforce admin, when you configure a Salesforce object (Contact or Account) to be opened during a No match scenario, duplicate screenpop of the same object happens whenever the agent puts the call on hold and retrieves - 104554
Customer Journey widget keeps reloading with No active call message in a specific case - 104832
Non-PEWC contacts calls are not showing in the gadget - 108343
Account Executive Mapped contact calls are not delivered to the SCV agents - 108324
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