V 3.7.6 - 16 Aug 2021

Article summary

Did you find this summary helpful?

Thank you for your feedback

Acqueon Desktop

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

Feature	Description	Platform
DTMF inputs using the DTMF Dial pad	When the agent establishes a consult call via Quick connect or via the Dial pad with a connected tethered outbound call, the agent can now provide DTMF inputs using the DTMF dial pad.	Amazon Connect
Blind / Direct Transfer Functionality	Blind transfer or Direct transfer functionality is now available when the agent is on an Inbound call and wanted to transfer the call to a queue or external number.	Amazon Connect
Next Status Feature	Agents can now use the ‘Next status’ feature to pause new contacts being routed to them while finishing the current contacts. When all the slots are cleared, the Workspace automatically sets the CCP to the ‘Next status’ (such as Lunch) as selected by the agent. The agent can also cancel the ‘Next status’ during the call if they want to continue taking new contacts. When there is an active tethered outbound call, agents can now cancel the previously set 'Next status'.	Amazon Connect
Map Multiple Queues or Campaigns to the Same Rule	The administrator can now map multiple queues or campaigns to the same rule to define the list of contact attributes that should display in the agent softphone.	Amazon Connect
Salesforce Classic Console Mode Compatibility	Acqueon Salesforce Connector for Amazon Connect is now compatible with Salesforce Classic Console mode.	Amazon Connect
Server Version Update	Acqueon Desktop now supports CentOS 7.9 and Nginx 1.20.1	Amazon Connect

Horizontal Softphone - IB - Consult overlay is highlighted in blue color though consult overlay is closed in this case - 92134
Horizontal Softphone - IB - Sometimes consult icon is not working. When we click on the Consult icon, nothing happens.
Horizontal Softphone - OB - Business field - When due date data are changed and submitted, they are not retained after submission - 91063
Horizontal Softphone - Dialpad - When the agent scrolls through the scrollbar, the overlay closes on its own and doesn't stay open to make a selection - 91114
Horizontal Softphone - OB - When the agent refreshes during the ACW state, call variable information is NOT retained - 91115

Vertical Softphone - OB - When the agent refreshes during the ACW state, call variable information is NOT retained - 91061

Amazon Admin - Call Variable Configuration for DN & Campaign addition on new installation - (SF Ticket ID: 00025158)

When agent1 initiates a consult to an external number, and the external number does not answer the call, line2 is not dropped from the UI - 91118
Requires disposition enabled in AEC post refresh still agent is not retained in ACW to set an outcome - 90830
During an active outbound call , the ‘Ongoing’ banner color does not remain green after refreshing (AE Issue as call state is changed after refresh from CustAnswered -> custAnswered) - 90834
LAHX -Dial to a configured external india number, if external number is not answering the call with in 60 sec, consult line2 does not drop automatically - 91119
Amazon Horizontal Softphone - OB - During ACW state agent refreshes, call variable information is NOT retained - 91115 & 91061
Telephony outcome, Parent Business Outcome, Child Business Outcome auto fill logic fixed (SF Ticket ID: 00025017)

When CCP dropped an OB call while the agent was in the ACW state, the agent is able to move to other states along with the ACW UI - 90658
In a case, the selected ‘Next Status’ is NOT overwritten - 92128
When an agent clicks on the 'More choice' button, the next status selected during the call is automatically cleared - 92161
Agent is thrown with 'Cannot change agent state: Invalid agent or contact state." while dialing from available state - 92164
Post logging out, the agent is unable to re-login - 92168
By default, consult line data are collapsed - 92176
Call controls that are no longer in use are retained as a disabled symbol - 92180
When DNC is set for business field and multiple category, incorrect data is captured in task - 91330
During Inbound call, Non-PEWC and PCB tabs are visible in UI - 91413
The focus of AE Tabs is not on the first tab; rather, it is on the PCB tab by default - 92175

When the agent is in Meeting state during a manual OB call, if the agent selects ‘Available’, it will be still in state dropdown - 92007
Though the consult overlay is closed, it is highlighted in blue - 92134
Sometimes consult icons are not working. When we click on the consult icon, nothing happens. - 92162
The agent is not prompted with a refresh alert message during refreshing - 92181
During Inbound call Non PEWC and PCB tabs are visible in AEHX - 91486
Ready for outbound - Dropped OB calls, AE tabs, and data are still visible - 92179
SF Admin - Workflow mappings - The mapping rule does not include a campaign name with a space and a hyphen - 92169

Even if a call is missed or the agent is not ready, a tethered call is initiated for the agent. Post this initiation the agent moves back to available, tethered call is not being received - 91485
Post refresh when agent swaps between calls, DTMF is missing in consult line - 91849
When blending switches from OB to IB, during consult/ blind transfer -> dial pad -> “Tethered call failed” message is thrown - 91916
Post refresh, button states are hidden in AE. Events affecting AD and Nailed status shown as ‘media_timeout’ - 91995
When tethered maps during not ready state , the ‘Available’ state is missing - 92001
When an OB call maps and an agent tries manual out at the same time, Acqueon Desktop is affected - 92005
Consult call to an external number is failing in a case - 92051
When consulted external call is not answered and agent1 holds manually, button states for line1 is hidden; this has an impact on the Acqueon Desktop call controls - 92059
When the conferenced external party is dropped and agent repeatedly contacts the same external party, no more events are received from AE. Acqueon Desktop is entirely frozen - 91474
When the agent tries again to consult with another external party again, websocket error “External consult call already in progress” occurs in the console logs - 92173
In a conference call, agent1 leaves, and agent2 and the customer continues. When the call is terminated by the customer/agent2, dropped events are not correctly received - 92177

Was this article helpful?

Table of contents