V 3.12 - 30 Dec 2022
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V 3.12 - 30 Dec 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 |
|---|---|---|
Multi-Campaign Disposition | Multi-Campaign Disposition is a new widget that agents can now use for cross selling when on a call with a customer. This is applicable for Inbound, Acqueon Dialer-based outbound, and manual outbound calls. The widget displays all the contacts from multiple campaigns based on the ANI. | Amazon Connect |
Enhancement of the Workspace Layout | Enhancement of the Workspace layout to support different desktop/laptop resolutions. | Amazon Connect |
Data Services APIs Authentication | The Data Services APIs called from Acqueon Desktop to Acqueon Engagement can now be authenticated using an API Key and Secret Key. | Amazon Connect |
Vertical Softphone - Define Height | You can now set different values to define the height for the vertical softphone for Amazon Connect. This was earlier restricted to a pre-defined maximum. | Amazon Connect |
Fixes
Multiple fixes related to Direct Preview.
Outcome widget – DNC fix – When the DNC telephony outcome is selected and the agent selects the DNC Start/End time in ‘Agent timezone’, the time will now be sent in UTC to Acqueon Campaigns.
Call Guide widget
When the agent submits data, AD now sends the questions along with responses to Acqueon Campaigns.
The data in Call guide widget now gets cleared when the call is disconnected and the agent moves out of the ACW state.
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.
Agents are able to enter alphabets in the contact number dropdown field -108255.
Inbound Calls - Refresh in the ACW state, MCD toggle buttons are disabled and MCD gadget is showing No Active call - 110180
Manual Outbound Call - Refresh in the ACW state, MCD toggle buttons are disabled and MCD gadget is showing No Active call - 110181
Consult call scenario - When customer call is ended with Agent1, Agent1 continues to be on call with Agent2 but gadgets display the message No Active call. Once Agent2 consult call ends, gadgets retrieve the data for ACW state. - 110182
Consult call scenario - When customer call is ended with Agent1, Agent1 continues to be on call with Agent2. MCD gadget customer phone number is vanished from field. Once Agent2 consult call is ended, MCD gadget-Phone number is still not retrieved in the field - 110183.
MCD toggle button label is overlapping with Gadget Name when it is set with maximum length in Admin setting - 110184
Non-PEWC refreshes the browser while call is connected. Softphone widgets as well as gadgets show No active call - 110186
Non-PEWC call, control buttons are disabled after clicking Submit and Clear - 110187.
For Non-PEWC Call - Privacy compliance gadget is showing No Active call - 110188.
Non-PEWC call - End the call and set the disposition by clicking Submit. Click the Clear button. MCD toggle button is disabled for Disposition gadget. - 110189
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
Agents are able to enter the alphabets in the contact number dropdown field - 108255
Inbound Calls - Refresh in the ACW state, MCD toggle buttons are disabled and MCD gadget is showing No Active call - 110180
Manual Outbound Call - Refresh in the ACW state, MCD toggle buttons are disabled and MCD gadget is showing No Active call - 110181
Consult call scenario - When customer call is ended with Agent1, Agent1 continues to be on call with Agent2 but gadgets display the message No Active call. Once Agent2 consult call ends, gadgets retrieve the data for ACW state. - 110182
Consult call scenario - When customer call is ended with Agent1, Agent1 continues to be on call with Agent2. MCD gadget customer phone number is vanished from field. Once Agent2 consult call is ended, MCD gadget-Phone number is still not retrieved in the field - 110183
MCD toggle button label is overlapping with Gadget Name when it is set with maximum length in Admin setting - 110184
Non-PEWC refreshes the browser while call is connected. Softphone widgets as well as gadgets show No active call - 110186
Non-PEWC call, control buttons are disabled after clicking Submit and Clear - 110187
For Non-PEWC Call - Privacy compliance gadget is showing No Active call - 110188
Non-PEWC call - End the call and set the disposition by clicking Submit. Click the Clear button. MCD toggle button is disabled for Disposition gadget. - 110189
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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