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Release Notes 4.3

Updated

Agent Notes

New Functionality

  • Direct Manual Callback: Introduced a direct callback feature where agents can call customers directly without an IVR, with the agent hearing a dial tone as soon as the call connects.
  • Conditional Call Forwarding: Added support for Conditional Call Forwarding schedules in the Navigator Client.
  • DTMF Support: Added the ability to send DTMF (Dual-Tone Multi-Frequency) digits during calls in the Navigator Client.

Fixes

  • Teams Presence: Resolved an issue where Teams Presence didn’t work properly due to changes to Microsoft’s Graph API.
  • Search & Filtering: Resolved issues where searches with only a single character or special symbols were excluded.
  • Sound file Playback: Addressed problems with pre-position sound files not playing correctly and improved voicemail playback functionality in the Navigator Client.
  • Agent Status Issues: Fixed scenarios where agents could get stuck in "busy" mode due to ghost calls or remain in manual mode when Standby was activated.
  • Supervising Outgoing Calls: Fixed the inability to supervise outgoing calls.
  • Agent Login: Corrected issues where agents were logging in with an "n/a" address.
  • Agent offline: Now shows offline message and option to connect.

 

 

 

 

Admin Notes

New Functionality

  • Audio Enhancements: Added support for the G.722 (wideband) codec for enhanced audio quality.
  • Conditional Call Forwarding: Added support for creating Conditional Call Forwarding schedules in the Navigator Client.

 

Fixes

  • Teams Presence: Due to Microsoft’s MSGraph API changes, we have updated our guidelines for creating MS Entra ID Apps. See ...
  • "Transfer to Address" & Failover: Fixed an issue where the "Transfer to Address" field in Activity Data was incorrectly set to "s" after queue failover in Elastic.
  • Call & Trunk Handling: Corrected SIP trunk diversion header handling (improper quote escaping) and fixed issues with anonymous calls being stored in historical routing.
  • Display Name Reset: Fixed an issue where editing Tags after editing Display Name would reset the Display name to a previous version.
  • Report Encoding: All reports are now UTF-8 BOM encoded so special characters are correctly displayed in all reports.