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Release notes

Release notes 5.4

Opdateret

5.4 Release Notes

Bug fixes - 5.4.3.20251111.1

  • Third party event booking
  • Transcriptions - Not working
  • Callback - Postponed callback visible
  • Configuration manager - Slow when saving configuration
  • Elastic search -  Error on Call activity data 
  • Open-API - DNS errors
  • Email Queues - attachment lost on email forwarding (ECP)

 

Release 5.4 

Third party event booking

The calendar integration can now go beyond just showing calendar events. Agents can book meetings directly in colleagues’ calendars, using their identity, respecting their availability. Booking rights are controlled by tags, so only authorized users can create events, and only authorized colleagues can have calendar events created for them. Event templates help standardize meeting invites across the organization, ensuring consistency and reducing errors. This gives teams a smoother, more secure way to handle scheduling on behalf of others.
Note: requires Application permission "Calendars.ReadWrite" in Microsoft MSGraph Entra ID App registration for Calendar integration.

New Wallboard for Email Service and Agent Activity

Our new email wallboard gives an overview of email performance and agent workload on Zylinc Cloud Email. It shows service levels for resolved emails both for the past year and the current month. Live metrics highlight unresolved emails, SLA breaches, pending replies, and ownership. Daily resolution trends are visualized with comparisons to yesterday. An agent activity table displays status, workload, and performance per agent. Additional watchlist and follow-up tables ensure all emails are tracked by age, status, and responsibility, helping teams stay on top of customer communication.

Routing Rules (Call flow overrides)

A-number based routing

Simple routing rules can now be uploaded and validated through CSV files, using A-numbers and queue IDs to override normal call flows. At the queue level, admins can decide if caller ID-based routing applies (Allow a-number redirection), giving precise control instead of an all-or-nothing setup.

Improved Dashboard Titles and Descriptions

Dashboards have been renamed with more descriptive titles, making it easier to understand what each one shows. As the list of dashboards grows, this helps users quickly find the right dashboard and know what data it provides out of the box.

Improved overview of agents and supervisors

Supervisors are now grouped at the top of the agent list, making it quicker for agents to find help from senior employees during live calls. A new filter also allows agents to hide supervisors from the list when they want to focus only on other agents. The system remembers each agent’s preference, ensuring the view stays personalized without affecting others.

Updated Workspace for Supervisors

Supervisors now have more to their supervisor workspace: Real-time support of agents and queue configurations. More updates will come to this space but with this update we have:

A new ‘Team Update’ system

A new system lets supervisors display urgent, high-priority messages in a banner on specific queues. These messages appear instantly and cannot be overlooked, ensuring agents are immediately informed of time-sensitive updates such as urgent notices or the likes.  

Direct CRM/URL Access for Supervisors 
Supervisors can now open the same customer records as agents during live calls through a CRM/URL lookup button, ensuring fast, secure support without sharing sensitive details manually. 

Supervisor Control of Reason Codes 
Supervisors can now enable or disable Reason Codes for their queues, deciding when agents should use them during call wrap-up. Agents see only the active Reason Codes set by their supervisor, helping them record the purpose of each interaction accurately. 

Ad-hoc Announcements at Queue Level

In preparation for our next release, we have updated queue configurations to support ad-hoc announcements to be played after the welcome announcement and when the caller enters the queue. Next release Supervisors will be able to add or change ad-hoc announcements from the supervisor workspace, without the need to have admin rights.

Agent Notes

Bug Fixes

  • Transfer Success Not Displayed: When a transfer was successful, the call disappeared too quickly from the screen, leaving no clear confirmation. A short success message is now shown before the call is removed, so it's clear that the transfer went through.
  • Scrollbar Issues in Firefox: In Firefox, scrollbars appeared even when there was nothing to scroll through, often in a wider style and sometimes duplicated in certain panels. This was especially hard to notice in dark mode. The issue has been resolved by adjusting how scrollbars are shown, so they now only appear when needed.
  • Disconnect Popup Stays After Automatically Reconnecting: When the Web Agent lost connection, a message appeared saying it would reconnect automatically, but the message stayed even after the connection was restored. The issue has been fixed, so the message now closes automatically when the connection is back.
  • Icelandic Language – “Available From” Icon Display Issue: When Icelandic was selected, the “available from” icon appeared broken, with the border not fully covering the text. This has been fixed, so the border now adjusts to fit the content properly.
  • Clearer Feedback for Unconfigured Entra ID Login: Previously, if a user tried to log in using Entra ID when it wasn’t configured, the login failed silently with no explanation. The login page now shows a clear message when Entra ID isn't set up, improving the user experience.
  • Icelandic Language: Broken Icon for "Available From": In Icelandic, the circle icon around "Available From", on the colleague overview search results did not display correctly and only covered part of the text. The issue was fixed by adjusting the styling, so the border grows with the content.
  • WebAgent Queue Component Overlapping Rows: Expanding a queue in WebAgent caused its members to overlay the next queue instead of pushing it down. This issue has been fixed.
  • Mobile Session Ends Unexpectedly When Switching Clients: Switching between Web Agent and Mobile Agent could wrongly log the mobile agent out and release the license after a few minutes. We improved how the system tracks active connections and when to end a session. Switching between clients no longer ends the mobile session. Agents stay logged in and licenses are kept as they should be.
  • Zylinc Cloud to Salesforce App Communication Broken: Number lookup in Salesforce stopped working because messages from Zylinc Cloud contained an unsupported field, causing an error in the Salesforce App. The issue was fixed by turning off publisher confirms, which removed the problematic field. Communication now works again and CRM lookups function correctly.
  • Call Quality Issues in Web Client: Some users experienced poor sound quality in the web client during calls. The problem was linked to system settings and limited server capacity. The issue has been fixed, and sound quality is now stable.
  • Missed Calls Due to SignalR Connection Issue: In some cases, agents could lose connection without being logged out, making it look like they were available while they received no calls. This mainly affected users on unstable connections. The handling of sessions and reconnections has been improved in both backend and frontend. Agents are now correctly logged out or notified if a reconnection fails, ensuring they no longer miss calls silently.
  • Overview Items Collapsed on Overflow: Users with many items in the queue or agent component saw text cut off and actions hidden behind the next item. The issue has been fixed, and all items now display correctly without overlap.
  • Login Failure Due to Call Loops: A call loop in the system caused it to overload and eventually stop working, which prevented users from logging in. The issue has been fixed, and improvements are being made to detect and stop such loops automatically, so similar situations won’t happen again.
  • BroadWorks Call Control and Call Centers Not Showing: An issue caused call control to fail and call centers not to appear in Navigator. The problem has been fixed so call control now works reliably and call centers are displayed correctly.
  • Email and SMS Templates Show Wrong Call Information: When agents sent an email or SMS after a consulted call, the message filled in details from the last outgoing call instead of the real caller. This made it look like the contact should call themselves. The issue has been fixed so the correct caller information is always used.
  • Wallboard Online Agent Overview Not Updating Handled Calls: The wallboard did not update the "Handled" counter in Online Agent Overview, always showing 0 for all agents even after calls were completed. The problem has been fixed, and handled calls are now correctly counted and displayed.
  • Wrap-Up Not Shown After Cold Transfer: Agents didn’t get a wrap-up screen when doing a cold transfer, while warm transfers worked. This has been fixed. Wrap-up now appears correctly after cold transfers 

 

Admin Notes

Bug Fixes

  • Yearly Recurring Calendar Rule Spanning New Year: Previously, closing a queue or IVR over the New Year (e.g. from December 23 to January 2) required two separate rules, one for December and one for January. If not set up this way, the calendar was rejected, and the queue remained open during Christmas. This is no longer necessary. A single yearly rule that spans across years is now handled correctly, ensuring the queue stays closed as intended.
  • Configuration Manager Title Bar Shows DisplayName: The title bar in Configuration Manager previously displayed the user's first and last name, which could be empty if those fields were not filled in. It now displays the user's DisplayName, which is mandatory. This change ensures the correct name is always shown.
  • Wrong Link to Open API Swagger in Configuration Manager: The Swagger documentation link in the Open API Client page did not include the tenant ID, making it unusable. The link has been fixed and now opens the correct Swagger documentation.
  • Exchange On-Prem Calendar Integration Setup: Some customers had trouble setting up the calendar integration because the required reviewer permission was not clearly described. The documentation has been updated to explain this step more clearly, making setup easier and avoiding confusion.
  • Email Queue Reliability: An issue where the email queue could stop working has been fixed. The system now monitors tasks more closely, recovers better after connection drops, and immediately alerts when credentials or settings are invalid. This ensures email queues continue running smoothly.
  • Remove Titles on Tag Fields in CSV Upload: In the CSV upload flow, tag fields displayed titles while other configuration fields did not, leading to an inconsistent setup experience. Titles have been removed from tag fields to match the rest of the configuration. The upload screen is now consistent and easier to scan
  • Manual Tags and Manual Profile Changes Removed After Sync: Some users lost manually added tags and manual profile changes after synchronization. This happened because retained users did not get their update timestamp refreshed and were mistakenly deleted during clean-up. The error has been fixed so that all retained users are now correctly updated and kept during sync.
  • Queue Number Not Shown as A-Number on Mobile Agent: Calls to queues were always showing the caller’s number instead of the queue number when answered on Mobile Agent or Simple Agent. The issue has been fixed so the correct queue number is now displayed as the A-number.