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Changelog - November 2023

7 months ago by Kelly Jaques

v5.36 (mid-November)

Improved/Changed

  • Alert the end user when we detect a Agent or Skill name matches a pbx User or Group name

Added

  • Busy / Reason / DND Codes are now built and managed in the HTML login
  • For RingCentral - Added code to use an improved extensions directory API to better account for agents who have been hidden from the RingCentral directory

Fixed

  • Various small bugs
  • Unable to import wallboards
  • Creating a new wallboard was creating a duplicate wallboard
  • Active Calls widget was not loading agent images


v5.35

Improved/Changed

  • Supervisor View load time
    • Historically, Xima CCaaS would attempt to load all applicable agent tiles when Supervisor View is loaded (could be hundreds at a time). With this update, Xima CCaaS will only load the values for agent tiles that are visible on the screen. As you scroll, new agent tiles will load but quickly
  • Sites configured for Single Sign-on (SSO) will no longer allow agents to user legacy login credentials
    • If SSO is enabled and an agent (who has an authenticated account with the SSO provider) attempts to login with an email and password, they will be prompted with a failed login notice and reminded that they must use the SSO method.
  • The Agent Client (CCAC) will better support visibility and notes/codes features when the screen is reduced in size (does not require keeping the CCAC window as full screen).

Added

  • Tools to help navigate a RingCentral API outage/delay
    • Notification Banner
      • When an outage or delay is identified with RingCentral API messages, Xima CCaaS will present managers and agents with a notification banner which includes:
        • A notice that we're detecting connection issues and that some customers may be affected
        • A link to an article that will help managers and agents understand what is happening, what to expect, and how they can monitor the progress from RingCentral. This article also includes instructions for what an agent can do during an outage.
    • "Press 1 to Answer this Call" prompts
      • Since an API connection issue may prevent an agent from answering skill queue calls effectively, Xima CCaaS will detect an outage and prompt agents with a message when answering calls. This message will instruct the agent to press "1" to accept the call. This allows Xima CCaaS to effectively transfer the call to a ready agent.
      • Once the RingCentral API service is restored/improved, the prompts will stop and agents will return to the traditional method for answering calls.
    • To learn more about the outages and tools, please review this article.
  • Swapping or selecting multiple Load Balancers
    • Applicable for sites using a UC system that do not support a SIP extension with unlimited lines.
    • Allows Administrators to set more than one extensions as a load balancer for Xima CCaaS or to easily swap which extension is being used as the load balancer
    • Improves stability in the event the single extension set for load balancing becomes unregistered
    • This is done by:
      • Navigating to "SIP Extensions" as an administrator in Xima CCaaS
      • Select the ellipsis icon "..." by the desired extension
      • Select "Set as Load Balancer"

Fixed

  • Screen pops for CRMs on inbound calls were not popping.
  • Some emails could not open the attachment