V 3.16.1 - 03 Nov 2023
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V 3.16.1 - 03 Nov 2023
- DarkLight
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Acqueon Desktop
New Features and Enhancements
The following table describes the new features and enhancements of this release.
Feature | Description | Beta/GA | Platform |
|---|---|---|---|
Click-to-dial | The Click-to-dial feature can now be configured for agents in the Available state. It can be enabled for inbound and outbound agents. Click-to-dial will be enabled for outbound agents using tethered architecture only when not connected to a nailed-up connection. This feature applies only to Salesforce OpenCTI. | GA | Amazon Connect |
E.164 number validation | Acqueon Desktop is now integrated with a library that performs E.164 contact number validation checks. If an agent makes a direct preview call or uses Click-to-dial to initiate an outbound call, the system performs these checks to validate the format of the number. These checks ensure that the number is in the correct format and prevent errors before connecting the call, thereby ensuring seamless global connectivity. | GA | Amazon Connect |
Open Issues
The following issues are open in this release:
When an agent handles a Non-PEWC call, disconnects, and clears the call without submitting the disposition, the widgets clear the data. However, the widgets display the Non-PEWC record data also. To set a disposition and clear Non-PEWC record, a Submit and Clear button must be available on the widget.
When an agent handles a consult call that is in the connecting state, the icons of the first call are also active and usable on the second call.
Calls of Non-PEWC contacts are not showing on the widget to agents logged in to SCV, since agent names exceed the allowed field length.
Account Executive Mapped contact calls are not delivered to SCV agents, since agent names exceed the allowed field length.
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