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    V 3.7.2 - 15 Apr 2021
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      V 3.7.2 - 15 Apr 2021

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        Article summary

        Acqueon Desktop

        New Features and Enhancements

        The following table describes the new features and enhancements of this release.

        Feature

        Description

        Platform

        Blind Transfer Functionalities

        The softphone in the outbound mode now lets the user make a warm/consult transfer to a queue in addition to the existing blind transfer functionality. The user during transfer can choose the ‘Blind transfer’ or ‘Consult’ buttons and select the queue to which they want to transfer the call.

        Amazon Connect

        Warm/ Consult Transfer Option

        Included Warm/Consult transfer option to an external number. The user can choose from the list of External contacts that are pre-configured in Amazon Connect or manually enter an external number for the call to be transferred or conferenced. The pre-configured list is fetched from Amazon CCP based on the agent’s routing profile configurations.

        Amazon Connect

        Interdigit Timeout configuration

        Additional interdigit timeout configuration provided while sending DTMF tones during an ongoing call. Can be configured in milliseconds - this controls the softphone to wait after each digit before passing on the information.

        Amazon Connect

        Browser Tab Pop-up Notification

        In the event of browser tab being closed or during refresh, a pop-up notification will be displayed as a warning message. The pop-up contains the default browser warning text (no customized content). The purpose is to remind the user to log off from the softphone. This can be controlled via a configuration to enable or disable the notification message.

        Amazon Connect

        Manual Outbound Call

        Manual outbound call can now be initiated through the dial pad in the below states:

        • ‘Ready for Outbound’ – Blended agent with a tethered connection without active outbound call.

          When the user initiates a manual call, the agent state is moved to ‘Not Ready’ and the manual call is dialed. After completion of the manual call, the agent remains in ‘Not ready’ state and the agent changes the state manually to take the next call.

        • ‘Available’ - Inbound state with no tethered connection.

          Dial pad is active for the agent to make a manual outbound call. After completion of the manual call, the agent returns back to ‘Available’ state automatically and if there is any incoming call in the queue, it is delivered to the agent.

        • ‘Offline’ - Offline state where no inbound and outbound calls are pushed.

          Dial pad is active for the agent to make a manual outbound call. After completion of the manual call, the agent remains in ‘Offline’ state and the agent changes the state manually to take the next call.

        Amazon Connect

        Outbound Widget

        • Based on the configuration, the non-PEWC widget is now active during the 'Ready for Outbound' state as well. This enables the agent to retrieve and dial out the contacts without a prior written consent.

        • When the Outcome tab is launched, the 'Outcome Order by Name' slider is now activated by default.

        Amazon Connect

        LCM Key

        Identification of tethered call is now based on the value stored in the ‘LCM key’ variable instead of the variable name. IVR Campaign calls are no longer be treated as tethered ca

        Amazon Connect

        Open Issues

        Amazon Vertical Softphone

        • During a consult call, the agent 2's end record button with loader is displayed.

        • When an agent presses the 'REC' button before answering, transferring, or consulting a call, the loader is in the loading state(keep loading).

        • When the agent status is changed, the text input in the external search box is not cleared from the UI.

        • Tethered call remapping is not happening post handling a Non-PEWC call in ‘Ready for outbound’ state, agent is struck in busy state.

        • Ready for Outbound state - Non-PEWC calls are rarely dialed.

        • Call is auto dialed in the UI, however a tethered message is displayed throughout the call.

        • The dialed number is not cleared from Dialpad during Offline, Ready for Outbound, and Available states.

        • Consult - Agent/Queue/External - Scroll bar issues.

        • Warm queue/External transfer - The banner should be renamed to ‘Ringing’.

        Amazon Horizontal Softphone

        • Recording - Loader is displayed on the record button till we perform any action in this scenario. When the record button is pressed, no action is taken.

        • Positioning of Accept and Reject buttons for Inbound and Outbound (warm queue transfer) is different.

        • Tethered call remapping is not happening post handling a Non-PEWC call in ‘Ready for outbound’ state, agent is struck in busy state.

        • Ready for Outbound state - Non-PEWC calls are rarely dialed.

        • Call is auto dialed in the UI, however a tethered message is displayed throughout the call.

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