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Release Notes > Contact Center Central > Fall 2020

Release Notes

RingCentral Contact Center Central | Fall 2020

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center Central. For Contact Center User Hub Release Notes, please refer to this page.

VERSION 20.3

Release Date: Fall 2020

Cumulative Update 1

Cumulative Update 2

Cumulative Update 3

November 2020 Minor Release Features

Fall 2020 Cumulative Update 4

Fall 2020 Cumulative Update 5

Register for the Fall 2020 webinar. Join us on September 30th, 8:00 am to 9:00 am PDT. This session will cover the coming features in more detail.

Global Changes

Encryption Enhancements

Encryption enhancements include the ability to enable end-to-end encryption for the native chat application from the contact all the way to the agent. These changes also provide encryption for all API calls further into the internal network rather than just to the firewall.

PKCE Support for OpenID Connect Authentication

You can use Proof Key for Code Exchange (PKCE) in place of your client_secret for front-end authentication with OpenID Connect.

PCI Level 1 Support

All RingCentral Contact Center clusters are now certified for PCI Level 1.

Updated SAML Authentication Request Handling

SAML authentication requests now support SHA 256.

Fall 2020 Release Adjustments

These features are adjustments to those previously announced. Each item includes a description of the feature as it appeared on the Coming Soon page.

Features to be Released at a Later Date

Reporting

New Monitor Calls Data Download Report

Customers can run a report that shows a list of interactions with agents or contacts that were monitored. This report lists who was monitoring the interaction and the length of time the interaction was being monitored.

WFM

New Report: Adherence Report

Managers will be able to focus quickly on potential or existing adherence issues for agents or activities using the new Adherence Report.

Features Added to this Release

To see the following features in detail, select the product in the filter on the New Applications and Features page.

Product in Filter

New Applications

MAX

My Zone

Partner Applications: Adapters

Recording

Reporting

Studio

Tenant Management

Feature Title

Performance Analytics for Salesforce Einstein

Friendly Version Number Displayed on Info Page

Updates to Evaluations Page

Schedule Change Requests from the My Schedule Page

International Deployment

Download Media Files from Your CRM System

Remove Flash from the Billing Report

Migration to the MP3 Sound File Format

Parent Tenant Administrator Role

What's New in the Online Help

View All Option on Filtered Pages

The following pages now provide an easy, one-click option to view all of the filtered content:

Data Dictionary
Coming Soon
New Applications and Features

Controlled Release (CR) Documentation

Previously, users participating in controlled release programs had to use a separate help site in order to access online help for their CR product. Now, CR content is available in the main help site, although not included in any menus. Users in CR programs will be given a search term which will take them to the CR content for their program.

UPCOMING FALL 2020 FIXED ISSUES

ACD

Emails were returning to the end of the queue without being offered to an agent, delaying email response time.

Auto Attendant

Calls to local numbers weren't routing to agents.
When a user tried to reset their password, the CAPTCHA code was blocked, preventing the password reset.

Developer Portal

User credentials were cached on the first login attempt, but there wasn't an option to enter different credentials.
Logging in to the Developer Portal sometimes returned an "Invalid AgentID" error.
The agent/skills documentation didn't match the actual JSON response.

MAX

Users couldn't log in to the Client Connector.

Omnichannel Session Handling

Escalating contacts from email to voice didn't open the Omnichannel Session Handling workspace.

Personal Connection (PC)

When a Proactive XS script used the ExternalSkillID as a parameter, and when the parameter wasn't passed, the null value caused the VC to crash.

CXone Recording

Sharing an interaction with more than one user would trigger multiple email notifications to all the users (instead of one email notification).

Reporting

The Agent Time Card report wouldn't generate if it had to process large amounts of data.
Searching for a contact ID in the Contact History report didn't return results.
The Skill Performance widget was incorrectly calculating the SLA value.

Security and Compliance

The CXone OpenID Connect feature didn't support URL encoded headers for authentication.

Studio

The Terminate Agent Session action was not functioning properly; errors in the API call would cause the action to fail. Any scripts using this action must be opened and resaved for new changes to take effect. Be sure to open and save impacted scripts after updating Studio with the Fall 2020 release update.

Fall 2020 Cumulative Update 1

This cumulative update is included with the Fall 2020 release.

These are the bugs and known issues that are fixed in this update:

API

An error occurred when using the /services/v18.0/agents/{agentid} API for users created prior to the Summer 2020 release.

ACD

Some user accounts were showing as locked in the ACD Users tab but were not showing as locked in the Admin Users tab.
The Agent Issues dashboard was showing the Station ID which is unused for this dashboard.
When downloading a list of existing users, special characters could become corrupted.

Central

When an agent initiated a disconnect while a customer was on hold, the Contact End Reason was incorrect.
The Modified By field was not always reporting the correct user in the audit history of the users tab.

Email Channel

Rarely, if an email action encountered an exception, the email stopped processing.
Parked email contacts were sometimes becoming stuck when being transferred to a new skill.
In the Contact Details section on the Email Domain page, the verification key was showing as incomplete.

Personal Connection

With Automatic Call Detection disabled, when the Answering Machine button was activated in MAX, the call was marked as Answering Machine but the voicemail was not delivered.

IEX WFM Integrated

The Agent Profile report was missing some events that occurred at midnight UTC.

Reporting

Using the Last 7 Days, Previous Month, or Previous Week date ranges in Custom Reporting were generating reports using incorrect dates.
The Dialer Pending outstate status was not showing in the Agent State Log data download report.

Supervisor

Offline agents were sometimes still showing in Supervisor View.

Fall 2020 Cumulative Update 2

When logging in to Studio, you will be prompted to download the latest version. Please make sure you download the new version to avoid any issues. If you are in a closed environment, your agents will not be able to use Studio until you download the latest version for them.

These are the bugs and known issues that are fixed in this update:

Chat Channel

When copying the point of contact URL from one browser to another, the login screen sometimes launched instead of the chat window.
The Chat Termination Countdown was timing out at 15 seconds instead of the specified value.

Cloud Storage Services

Intermittently, files without metadata were getting stuck in active storage instead of migrating over to secure external access.

Partner Tools

The Search Tenants function was not working for partner logins with pagination enabled.

Reporting

The script schedule page would not open in the user interface if the records table contained a large number of records.
In the data download report Custom Report Data, the Master Contact ID column was no longer showing.

Security and Compliance

When using authorize endpoint for generating the SWA OpenID authorize URL, the URL was being generated incorrectly.

Studio

If a reading error occurred when trying to open a large script, the script would fail to open.
If the Workflow Data action was included in a script, users were unable to toggle script locking.
Occasionally when a script was modified, that change was not being logged in the script version history.

Fall 2020 Cumulative Update 3

These are the bugs and known issues that are fixed in this update:

Cloud Storage Services

Files were sometimes getting stuck in active storage instead of being moved to secure external access storage.

Digital First Omnichannel

Rarely, the same case could be assigned to two different agents.

MAX

The RunApp window was appearing as a pop-up instead of loading into a new tab in the existing browser window.
An agent assigned to multiple outbound skills was not able to access the outbound skill drop-down when an outbound call was routed to them.
The email editor was not allowing users to access all features in the UI, such as using spellcheck and copying text from some fields.
The Insert button for quick replies in the email editor was not working when using custom quick replies.
MAX was sometimes launching as a gray screen for business units/tenants located on European clusters.

Omnichannel Session Handling

The Omnichannel Session Handling automation was displaying the Total Contact Count as null when UseTeamSettings was selected.

Reporting

Users were unable to play recordings from the Contact History report.
The longest wait time in the Queue Counter widget was aggregating the times rather than resetting the time with each state change.
The Skill Control Notification History data download report was not displaying all relevant notification events.
Rarely, the Agent Timecard prebuilt report would calculate the Duration metric incorrectly.

Studio

The WaitForReply action was sometimes triggering multiple times.

Supervisor

When the Teams tab in Supervisor refreshed, the screen defaulted back to the top of the page.
If a supervisor tried to use the takeover function to take over an active phone call from an agent using WebRTC, the takeover failed.
The data in the Campaigns tab was not updating if the initial browser window was closed and then a new browser window was opened without clearing the browser cache.

API

CallerFromSystem messages from the TextMSG action were visible to agents if they happened to reload the MAX agent after logging in.

Digital First Omnichannel

Agents were unable to open .xlsx files attached to emails if there was a special character in the file title.

Platform

Intermittently, after being logged in for more than an hour, some ACD and Reporting pages would fail to load.

Minor Feature Release - Fall 2020

Agent for Salesforce

The following features are included in version 16.0 and are expected to be released in early November.

Also, Agent for Salesforce will no longer support Internet Explorer 11 beginning with this release.

Initiate Outbound Messaging SMS Contact as New Contact

Agents using Messaging SMS will be able to initiate an outbound SMS contact without associating it with an existing contact.

Click-to-Dial Elevation

Agents will be able to use click-to-dial to elevate an interaction with an assigned Salesforce contact.

Agent Experience Enhancements

Agents will be able to:

Sort the skill list by skills, queue, and wait time.
Receive commitment reminders one minute before they are due.

Administrator Experience Enhancements

You will be able to:

Control the visibility of the Delete button in the commitment manager.
Sort agents by their name, the date, and the time they've spent in the queue.

Configure Task Creation for Omnichannel Session Handling Contacts with Elevation

You will be able to configure how to handle elevated contact task creation to capture all Omnichannel Session Handling activities in Salesforce.

911 Dialing

Agents in the United States using any outbound voice skill will be able to dial 911 and be routed to the National Emergency Center. This feature will be available in every agent application and will ensure compliance with Kari's Law.

Integrated Softphone Enhancements

You will be able to set the ring tone that is played when a call is presented to the agent. You will also be able to enable auto-accept, resulting in agents in the available state automatically accepting calls instead of having to manually accept them.

Interaction Analytics

The following features are included in the November 2020 Minor Release.

Dataset Sampling

You will have the option to view a sample of interactions per dataset, rather than all interactions. This will result in faster load times when you have a large amount of data. Indicators in a slider will inform you when you are in a percentage that results in the fastest loading times, intermediate load times, and when you are within a range that will result in longer load times. This will empower you to decide whether to wait a bit longer for results or decrease the sample size.

Fall 2020 Cumulative Update 4

These are the bugs and known issues that are fixed in this update:

API

The /contacts/active API endpoint was returning null values in the fileName field when using API v19.0.
The lastUpdateTime was rounding to the nearest second instead of keeping the millisecond value.

ACD

The ACD and reporting applications were using a default idle timeout value instead of the customer specified value.

Admin

Downloading a large list of skills using the Download Existing Skills option resulted in an error instead of downloading the list.

Chat Channel

When an agent resized their browser window, the live chat window would also automatically open.
When a chat interaction was mistakenly requeued as a call, that contact would get stuck instead of the transfer being automatically rejected.

MAX

Agents assigned to outbound skills were unable to set their disposition to Call Back - Schedule Time and then complete the interaction.

Personal Connection

If a contact was queued for a specific agent and then reskilled, the contact could sometimes get stuck in that agent's queue.

Reporting

The Digital Engagement CDR data download report was not populating all of the digital contact data.
In custom reporting, when the date range Yesterday was selected, some of the data was being pulled from the wrong day.

Supervisor

When using WebRTC, supervisors were unable to hear agents when using the Monitor or Coach feature.
Users were unable to launch Supervisor using Internet Explorer.

Fall 2020 Cumulative Update 5

These are the bugs and known issues that are fixed in this update:

ACD

When duplicate team names or campaign names were present, the unassigned teams or campaigns list would show as blank.
The User audit history tab was showing changes to multiple metrics such as Rehire Status and Hire Date when a user changed only their profile email address.
Sometimes bulk uploading new users failed and displayed a "duplicated extension" error.

API

The GET/contacts/chats/{chatSession} API was not returning system messages with the rest of the data.

Engage QM Integrated

If a call was requeued to another agent and that agent conferenced in a third party, such as with a recorded message, and then disconnected from the third party, Engage QM Integrated ended the recording for the entire call instead of just the third party.

IEX WFM Integrated

When reloading historical data, the call volume was not being updated with the correct number of calls per interval.

MAX

After an agent logged into MAX using WebRTC, if they opened another application on top of MAX, the first call delivered would not ring.

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