V 3.8 - 30 Jun 2022

Acqueon Desktop

New Features and Enhancements

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

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

• Manual Outbound – The 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 the 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

• Outbound - Even if the mandatory disposition is set for the campaign, the agent is able to make the next call by dialing a number on the dial pad in the ACW state - 103412

• If the consult button is pressed first, and then the DTMF or Blind transfer button is pressed, the consult button remains in the selected state - 103413

• DTMF number pad remains enabled when a call is on hold; the agent is able to send DTMF input. An agent logs in to the Acqueon softphone and accepts the outbound call. When the call is connected, the agent clicks DTMF; then clicks Hold. The DTMF button gets disabled, but the number pad is still displayed, and the number button is enabled. The agent is able to click on the numbers and send the DTMF - 103417

• The DTMF input captured in the previous call is persisted for the next call. This happens in certain scenarios - 103422

• Layout URL is constructed with ‘top’ or 'left' at the end - 103472

Amazon Horizontal Softphone

• When the Acqueon Desktop is open and the user accesses other tabs in the 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

• Outbound - Even if the mandatory disposition is set for the campaign, the agent is able to make the next call by dialing a number on the dial pad in the ACW state - 103412

• If the consult button is pressed first, and then the DTMF or Blind transfer button is pressed, the consult button remains in the selected state - 103413

• DTMF number pad remains enabled when a call is on hold; the agent is able to send DTMF input. An agent logs in to the Acqueon softphone and accepts the outbound call. When the call is connected, the agent clicks DTMF; then clicks Hold. The DTMF button gets disabled, but the number pad is still displayed, and the number button is enabled. The agent is able to click on the numbers and send the DTMF - 103417

• The DTMF input captured in the previous call is persisted for the next call. This happens in certain scenarios - 103422

• Layout URL is constructed with ‘top’ or 'left' at the end - 103472

Acqueon Campaigns

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

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

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

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

• When the 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 an 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 the PCB tab of Non-PEWC - 100895