V 3.7.8 - 31 Mar 2022

Acqueon Desktop

New Features and Enhancements

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

Fixes

Amazon Inbound - Horizontal Softphone

• The consult button is highlighted in blue even after the consult overlay is closed - 92134

• Dial pad: When agent scrolls through the scroll bar, overlay is not retained and closes automatically - 91114

Amazon Outbound - Vertical Softphone

• The call variable information is not maintained during the ACW state after refresh - 91061

• Intermittently, outcome dropdown list is not loaded with outcome field values; it is in a disabled state - 100414

• During an outbound call, DTMF and Blind transfer buttons are not working as expected - 99947

• Presence of multiple scrolls in the vertical softphone when configured within Salesforce - 100490

• Acqueon Desktop collapses when customer dials an agent extension - 00028111

• Agent Struck on Busy state - Not changed to ready for outbound while tethered connected - 00029429

• The agent gone offline, after call state - 0002960

Amazon Outbound - Horizontal Softphone

• The due date details are not retained post edit/submit - 91063

• The call variable information is not maintained during the ACW state after refresh - 91115

• During outbound call, available state is hidden from agent state dropdown list –100471

Acqueon Campaigns

• When an agent initiates a consult call to an external number and external number does not answer the call, line2 is not dropped from the UI - 91118

• Agent is not retained in ACW to set an outcome; requires disposition enabled in AEC post refresh - 90830

• ‘Ongoing’ banner in green is not maintained during active outbound call post refresh - 90834

• When dialing to a configured external INDIA number, if the call is not answered within 60 seconds, consult line2 is not dropped automatically - 91119

• Telephony Outcome, Parent Business Outcome, and Child Business Outcome auto fill logic is not working properly.

Open Issues

Amazon Vertical Softphone

• Post refresh, when the call gets dropped and agent moves to ACW state, the agent is able to move to other Not Ready states in ACW state, instead of displaying the Pending state in UI - 90658

• During an outbound call, when the agent selects the Next state, refreshes the browser, ends the call, moves to ACW, and selects the Next state again, the preselected Next state doesn’t get cleared - 92128

• When the agent clicks on ‘More option’, the Next status selected during the call gets cleared automatically - 92161

• Manual Outbound - Agent is thrown with the error message 'Cannot change agent state: Invalid agent or contact state.' when dialing from Available state - 92164

• Intermittently the agent is not able to re-login after logging out. The agent has to refresh the browser to re-login - 100400

• When DNC is set for business field and multiple categories, the data is wrongly captured in the Salesforce task - 91330

• Inbound – Post continuous refresh while handling calls then Non-PEWC and PCB tabs are visible in UI - 91413

Amazon Horizontal Softphone

• When the Acqueon Desktop is open and the user accesses other tabs in same browser, the layout turns blank after some time. This happens intermittently when the Acqueon Desktop is not used for a long time - 100815

• Intermittently the consult icon does not respond - 92162

Acqueon Campaigns Dependent Bugs

• Even during missed call and not ready state, tethered call is initiated for an agent. Post this initiation, when the agent moves back to ‘Available’, then the tethered call is not reachable - 91485

• Post refresh If the agent swaps between calls, DTMF is missing in the consult line - 91849

• When blending is switched from Outbound to Inbound, and agent handles an Inbound call, and makes a blind transfer through dial pad by dialing a valid number, then “Tethered call failed” message is thrown - 91916

• Post refresh, intermittently the button states are inactive and ‘media_timeout’ error status is thrown - 91995

• Very rarely, a tethered call is initiated during ‘Not ready’ state - 92001

• When an Outbound call is delivered to an agent and parallelly if an agent tries to make a manual outbound call, either of them will override the other - 92005

• Intermittently, consult call to an external number fails - 92051

• When a consulted external call is not answered and agent1 moves to hold manually, the button states for line1 are hidden affecting Acqueon Desktop call controls - 92059

• When the conferenced external party is dropped and the agent redials to same external party few times, there are no further events received from AE. The Acqueon Desktop application completely freezes in this scenario - 91474

• When agent tries to consult an external party again when there is an active request in place, a websocket error “External consult call already in progress” is shown as error message - 92173

• In an outbound conference call between agent1, agent2, and customer, when agent1 leaves, agent2 and customer continue, and when they end the call, rarely dropped events are not received from AE - 92177

• Non-PEWC count does not reflect correctly in Regular/NCB Calls count - 100527

• When an agent sets PCB for Non PEWC call, the PCB call is not listed in PCB tab of Non-PEWC - 10089