Agent notes
New functionality
Pickup Groups (Navigator)
The UI has been updated to display calls from the pickup group in the top right corner of the Navigator client. This allows users to respond more quickly and accurately to incoming calls intended for absent colleagues.
Calendar-based Forwarding (Navigator)
You can now enable Calendar-based Forwarding. This will enable you to forward a user based on the category of his respective calendar events. When an event has a category configured for Calendar-based forwarding, the user will be forwarded and, if desired, signed out or put on Do Not Disturb in order to prevent calls from Broadworks hunt groups and call center groups. Once the calendar event ends, the user will be set back to his original state and configuration.
Bug Fixes
Call History Missing:
An issue was identified where call history did not appear in the WebAgent following warm transfers. This caused a lack of visibility into previous call activity when agents performed consecutive calls or warm transfers.
Multiple '+' in activity
In the Navigator activity log, phone numbers already formatted in E.164 were incorrectly displayed with multiple '+' prefixes, such as '++4512345678'.
Calendar Mismatch:
A mismatch was observed between calendar availability shown in search results and the actual calendar on contact information. This discrepancy was primarily due to a built-in delay of up to five minutes in how busy time data is refreshed, which may cause the displayed status to lag behind real-time calendar updates. Additionally, intermittent connectivity issues with Elasticsearch led to failed calendar syncs and incorrect status display. The system has been updated to better detect and handle Elasticsearch connection loss, reducing false connection drop events and ensuring only one calendar sync process runs at a time.
SMS Sending issues:
An issue in the WebAgent caused SMS messages to fail when users entered phone numbers with spaces (e.g., "40 50 60 70"). To improve user experience and prevent errors, the WebAgent has been updated to automatically remove spaces from phone numbers and validate them before sending, ensuring only correctly formatted numbers are processed.
Missing Caller Name in Activity (Navigator):
In Navigator, calls to numbers with a known name in BroadWorks (e.g., +4529425262) correctly display the name during the active call, but the name is missing from the activity log. This was caused by the BroadWorks provider previously converting '+' to '00' when encoding phone numbers, preventing proper mapping to BroadWorks users.
Queue Assignments Lost:
After a recent release, attempts to save certain outgoing call recordings caused the Configuration Manager to enter a corrupt state, resulting in agents losing their queue assignments.
Incorrect Time Display:
While handling conversations, the Contact History previously showed timestamps that could have been one hour behind the actual time due to forced use of UTC. The system has been updated to display times in the user's local timezone, ensuring accurate and consistent time information.
Admin Notes
New Functionality
Post Call Analytics
With the purchase of the Post Call Analytics add-on, transcription and summarization of recorded calls can be enabled. Each recorded call will then include the audio, a full transcript, and a summary within the statistics portal. If an agent receives a future call from the same caller, the summary will be displayed for quick context. All transcripts and summaries can be exported to customer storage.
Help Texts Added for Transcriptions:
Configuration Manager has been updated to include help texts that clarify how transcriptions are handled in relation to GDPR and data retention policies. When selecting the "Anonymize user info (GDPR)" menu item, users are now informed that transcriptions are treated the same as recordings and are deleted as part of the anonymization process. Additionally, the "Data Retention" page now includes updated help texts specifying the retention policy for transcriptions, ensuring administrators have clear guidance on compliance and data lifecycle management.
Expanded Power BI Access:
Power BI license holders now have access to additional Elasticsearch data indexes, including Queue Statistics, Agent Statistics, and other non-live data sources, enabling more comprehensive reporting and dashboard capabilities.
Bug Fixes
User restriction:
Following tightened security introduced in Release 5.0 because of findings from a penetration test, the permission requirements for user management were inadvertently set too high. This prevented users without the Administrator role from creating and deleting users or contacts, even when those users only held the Contact role. The system has now been adjusted so that users with the User role can once again create and delete Contact-role users as intended
SIP Trunk Settings:
A configuration issue caused outbound calls to continue using the initially selected SIP trunk, even after a different trunk was set as the new default in the Configuration Manager. Despite updating the default setting, calls were still routed through the previously selected trunk. This issue has been resolved, and the system now correctly uses the currently configured default SIP trunk for outbound calls
Microsoft Intra ID issues:
An issue was preventing administrators from saving Microsoft Intra ID credentials in the Configuration Manager. This was caused by incorrect internal data handling that triggered a technical error during save. The problem has been resolved, and the Configuration Manager has been updated to handle such cases more reliably, ensuring administrators can now apply and save Microsoft credentials without issues
Notification when Capacity Overload:
A capacity issue in Teams Presence caused SimpleAgent users to remain in a "busy" state after transferring calls. This occurred because the number of presence subscriptions exceeded the Microsoft Graph API limit of 650 users for a single delegated user. The system attempted to subscribe to over 1500 contacts due to misconfigured Active Directory syncs, resulting in missed presence updates and no visual error notifications in the Configuration Manager. The Configuration Manager has been updated to include clear event notifications when presence capacity is exceeded, helping administrators identify and resolve these limits proactively
Notification when Permissions fails:
Previously, if required Graph API permissions for user sync, calendar sync, or presence were missing, the issue was only logged internally and not visible to administrators. This has been improved so that missing permissions now trigger a visible notification in the Configuration Manager and are also sent to the customer's configured support email. This ensures administrators are promptly informed and can take corrective action without needing to inspect backend logs.
BroadWorks Presence Communication Issues:
An issue affecting all cloud tenants caused BroadWorks presence data to fail, in some cases resulting in users being entirely removed and agents not receiving their correct states. This led to widespread disruptions across affected environments. The communication between Zylinc and BroadWorks servers has now been optimized to improve robustness, significantly reducing the risk of presence failures and ensuring stable agent state handling going forward.