Agent Notes
New Functionality
[22291] Zylinc Application Presence
Shows if a user is currently online as a web agent or navigator web user.
[21420] Log out and log in improvement
When users log out, they now have an option to navigate to the log in page directly from the logout confirmation page.
[23555] Added Resize functionality to the web agent
Allow web agents and navigator user to resize the frames inside the client and keep the new layout going forward. The frames can be reset to standard from the settings menu.
Fixes
- [23655] License Display Issue: Users with the "Hybrid Agent" license type were seeing "Unknown license" on the landing page; this has been fixed to correctly display "Hybrid Agent."
- [23619] Toggle Issue: When toggling between Queues and Agents, enabling "See All" caused all items to be shown even when "See All" was toggled off. This has been fixed to ensure that only relevant items are displayed when "See All" is off.
- [23475] Audio Device Selection Issue: Agents with access only to the Navigator were unable to select sound devices, requiring a workaround by assigning a web agent. This issue has been resolved, and agents with Navigator-only access can now select audio devices directly without needing additional roles.
- [22998] Web App Notification Issue: Incoming call notifications were only shown if the WebAgent window was minimized or completely hidden. This has been fixed—notifications will now appear in all cases except when the app is in focus.
- [23016] User Cleanup Issue: Users synced from MS Entra ID into the Zylinc system who were later edited (e.g., additional tags or keywords added) were not automatically removed if they were deleted from the MS Entra ID. This issue has now been resolved, ensuring that users are properly cleaned up when removed from MS Entra ID, even if they have been edited.
- [23721] Agent Wrap-up State Fix: In rare cases, agents would remain stuck in the wrap-up state after completing a call, preventing them from receiving new calls. This has now been resolved, ensuring that agents can seamlessly transition between calls without any interruptions.
- [22636] Call Log Issue: When receiving calls from colleagues using short numbers, the system added language code in front of the number, making it impossible to use the call shortcut icon in the web client. Call logs in the web client will no longer add country code in front of short numbers such as extensions, ensuring that call shortcuts work as expected.
Config Notes
New Functionality
[23485] E.164 Compliance
We’ve improved Zylinc Cloud by implementing automatic number normalization to meet telecom standards, ensuring that all external numbers adhere to the E.164 format for consistent, reliable international dialing. New configuration options for country code and number length make it easy to customize this behavior, enhancing compatibility and simplifying setup for global communication needs.
Fixes
- [23368] User Edit Issue: Some edits to fields on users in the Configuration Manager caused data in existing fields to be cleared. The issue has now been resolved to prevent data loss during user edits.
- [23079] Import Failure Issue: When an anchor user that doesn't exist was configured in the BroadWorks server, the BroadWorks Directory Import would silently fail, only showing minimal log statements. The 'Server Configuration' field is now required for BroadWorks user import, preventing silent failures and ensuring proper configuration validation.
- [23227] Tag Retention Issue: When creating a new user in the Configuration Manager, entering a Display Name, Email, and adding a tag, the tag was not saved. Upon editing the user, the tag was missing. This issue has been resolved, and tags will now be properly saved and retained when creating and editing users.