V 3.17.0 - 20 Dec 2023
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V 3.17.0 - 20 Dec 2023
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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 |
|---|---|---|---|
Multi-Region Resiliency (MRR) for Inbound calls | To enhance business continuity, Acqueon has introduced MRR for Amazon Connect Inbound calls. Agents can now handle calls with Acqueon Desktop even during regional outages. For example, in the event of a disaster in the US-West region, with minimal intervention, operations can shift to US-East thereby providing a smooth customer experience. | GA | Amazon Connect |
Log Enhancements fixes | Acqueon Desktop now features an enhanced logging system that aligns with an organization’s privacy standards. Users can customize log levels and parameters based on specific requirements thereby ensuring security. Notably, restricted fields are now part of business logs to prevent the inadvertent disclosure of sensitive data in logs. To learn more about the Acqueon Workspace log levels and their respective functions, refer to Acqueon Desktop_Configurator_Installation Guide_v3.17.0. | GA | Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CC) |
Security vulnerability fixes | To enhance security and resilience, security vulnerabilities of high priority have been fixed within Acqueon Workspace. Refer to the page that describes the security vulnerabilities and the fixes in detail. | GA | Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CC) |
Using computer keyboard in addition to the TonePad | Agents can now use the keyboard besides TonePad to send DTMF input. | GA | Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CC) |
Restrict setting Callback outside Campaign runtime in Outcome Widgets | The Outcome Widget now limits date/time selection for Callback to match the campaign runtime. This means that agents will only be able to choose dates and times that fall within the specified duration of the campaign and not beyond the campaign schedule. | GA | Amazon Connect, Cisco (UCCX, PCCE, UCCE, Webex CC) |
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.
In Cisco Acqueon Desktop, if the agent refreshes the screen, at times, the widgets display the Agent Not logged in message. To overcome this issue, the agent must change the agent state and again return to the previous state.
Acqueon EHR Connector
The following table describes the new features and enhancements of this release.
Feature | Description | Beta/GA | Platform |
|---|---|---|---|
Log Enhancements fixes | Acqueon EHR Connector now does not disclose sensitive data and Personal Identifiable Information (PII) in the logs. | GA | NICE CXone |
Enhancement to Hyperspace configurations | You can now configure the Hyperspace screenpop to land in the Resolve to patient page or directly in the patient record. In addition, if the primary identifier is null, you can configure to inititiate the screenpop by using the secondary identifer. | GA | NICE CXone |
Ability to configure the identifier field for MRN | You can configure the variable name from the list of identifiers that must be used for the MRN. | GA | NICE CXone |
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