Release Notes

RingCentral Contact Center Central | Fall 2021

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.
Release Date: Fall 2021

Coming Soon in Fall 2021

The following features are scheduled for the Fall 2021 release of RingCentral Contact Center. Users will be able to access these features, depending on their permissions and purchased applications, once their business unit has been updated. 
 
How to Use This Page
Each feature description includes a table that states whether the following details apply to it: 
Customer Request   The feature was developed by customer request.
UI Change     The feature introduces major user interface (UI) changes.
Future Enablement   The feature will not be immediately available at release time but will be automatically enabled for you after the Fall 2021 release. If you have questions about the feature enablement process, contact your Contact Center Account Representative.
Features are subject to change between now and the final release date. 

Global and API Changes

Navigation Redesign
 
Navigation will be updated to a simpler, more intuitive navigation experience.
  Customer Request     X     UI Change     ✓     Future Enablement     ✓  
API updates
 
The Contact Center API will be updated to provide improved usability for MAX and security. The updates will also address customer requests for updates to the reporting and address book features. 
  • PUT/POST Dynamic Address Book—Will provide a performance improvement for creating or updating address book entries in bulk.
  • GET /quick-replies—Will add a skillID filter to better truncate the response.
  • GET /agents/agentID/skills—Will add an optional filter for isAssignedSkillActive that will enable customers to filter responses for skills that are active just for the agent. 
  • GET /contacts/active—Will add an optional filter for contactID and search string to reduce the number of responses.
  • GET /points-of-contact—Will add a filter for mediaTypeID to reduce the number of responses.
  Customer Request     ✓     UI Change     X     Future Enablement     X  

Admin

Login Authenticators Migration
 
Recently, Contact Center introduced login authenticators. They manage password policies outside of security profiles. Soon, you will be required to use them. The password policies of all your security profiles will migrate to new login authenticators. You will no longer manage any password policies from the security profiles. Users will be assigned to the login authenticator that migrated from their assigned security profile.
  Customer Request     X     UI Change     X     Future Enablement     X  
User Assignment Permissions
 
Currently, the Skills Edit permission controls the configuration of a skill’s behavior and the ability to perform skill user assignments. These permissions will be split out to allow skill user assignments to have their own permission.
  Customer Request     ✓     UI Change     X     Future Enablement     ✓  
Duplicate Team Names No Longer Supported
 
Duplicate Team Name values for team records will no longer be supported. If you have existing duplicate Team Name values, they will be updated to the following format: current Team Name + space + Team ID. For example, if two teams are named Customer Service, the new values will be something like Customer Service 23295 and Customer Service 209192, depending on the Team ID values.
  Customer Request     X     UI Change     X     Future Enablement     X  
Create Commitments Permissions
 
A new permission will be available that hides the ability for an agent to create commitments. This will be configurable in Security Profiles.
  Customer Request     ✓     UI Change     ✓     Future Enablement     X  
911 Enhancements
 
911 enhancements will include:
  • An Emergency Call Default Callback Phone field in the Business Unit. It will specify a callback phone number if a 911 call is disconnected prematurely. 
  • You will be able to view and edit full address information and other related emergency calling fields at the ACD user level (via either the Contact Center administration user interface or bulk upload).
  • You will be able to verify addresses for emergency calling purposes (supported by Contact Center administration user interface, but not bulk upload).
The verified address will be referenced to deliver 911 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center first. This will enable quicker response times from local first responders and provide compliance with Ray Baum's Act. 
 
This feature will only be available in the United States.
  Customer Request     X     UI Change     ✓     Future Enablement     X  

Feedback Management

These features are scheduled for release in October, 2021.
Send Email Invitations During Polling Windows
 
The survey polling window feature that's currently available for SMS and IVR will soon include email. You will be able to schedule a day and time for survey invitation emails to send based on rules you choose. The system checks the rules for each individual contact. For example, you can choose the best day and time to send an email to each contact based on their region.
 
This can help ensure contacts receive survey invitations when they are more likely to take a survey.
  Customer Request     ✓     UI Change     ✓     Future Enablement     X  
Automated User Updates
 
Currently, you can upload user files to the application to update your users' settings. These settings include the user status, permissions, and hierarchical data access. Soon, you will be able to automate your bulk user updates by dropping the user file onto a server using SFTP.
 
You will also be able to use the SFTP user update file drop to change a user's role. Currently, the manual user file upload only allows you to add additional roles for users.
Currently, the manual user file upload only allows you to add more hierarchy nodes for users. With this release, you will be able to use keywords to update a user's hierarchy via file upload:
  • -96 will assign the hierarchy root node to a user.
  • -2 will remove all the hierarchy nodes assigned to a user.
Anything that was available in the manual upload feature, including these new keywords, will be available for the new SFTP drop.
  Customer Request     ✓     UI Change     ✓     Future Enablement     X  
RingCentral Contact Center Look and Feel
 
Feedback Management will align to the Contact Center styles. This provides your users who use other RingCentral Contact Center applications with a unified experience. This update has no functional changes, but you will see a new color palette and new icons.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Right-to-Left Language Support for Modern Surveys
 
Recently, Feedback Management has offered a new, modern survey experience. Soon, modern surveys will support right-to-left languages. This includes Hebrew, Arabic, and Urdu. It will enable more users to use the modern surveys.
  Customer Request     ✓     UI Change     X     Future Enablement     X  

IEX WFM Integrated

Time Off Preference for Agent Webstation
 
Agents will be able to select a different time zone from the MU default in their My Account settings. This allows agents in a different time zone to view their schedules and other information such as reminders in their own time.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Automated Wait List in Time Off Manager
 
The Automated Wait List will manage the time off wait list for you. This means that you and your supervisors will no longer need to manually approve and manage the wait list. You will specify the rules for agents' time off requests. Any requests that are placed on the wait list will be managed by the automated manager.
  Customer Request     X     UI Change     ✓     Future Enablement     X  

Interaction Analytics

Selectable Highlighting
 
With the Fall 2021 release, users will be able to customize which annotations are highlighted. They will also be able to turn off highlighting they don't find helpful. Highlighted selections will persist for the transcript across logged-in sessions and for all users.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Corrections/Ignored Phrases Enhancement
 
Users will be able to apply multiple corrected words or phrases, and multiple ignored phrases, while working in a transcript. Currently, users must leave the transcript and go to the Corrections or Ignored Phrases pages to make these types of changes. This new feature will make it faster and easier to analyze transcripts. 
  Customer Request     ✓     UI Change     X     Future Enablement     X  
New Workspace Template
 
New Interaction Analytics customers will now have a thoughtfully pre-configured workspace template they can use right out of the box. This template will include widgets with different data for common use cases. It will require little to no customization. This will give new customers a head-start on getting the most benefit from Interaction Analytics. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Interactions Enhancements
 
Users will be able to reorganize their view of interactions to better meet their needs. They will be able to select which columns are visible and change the order of the columns in the display. These changes will be available both when users drill down to view interactions and when they use the Interactions Widget. Changes will persist if the user changes browsers or computers.
  Customer Request     X     UI Change     X     Future Enablement     X  

MAX

Simplified Login Screen
 
On the MAX login screen, the Phone Number and Station ID header will be replaced by a single header called Voice Connection. The screen will prompt the agent to choose a phone number, a station ID, or Integrated Softphone. If an agent only has Integrated Softphone available as a voice connection, the selection screen will be bypassed and MAX will automatically load, streamlining the login process for the agent.
 
Previously, the security profile had to include either a phone number or station voice connection in order for MAX to appear in the application launcher in Admin. With this update, MAX will be available and selectable even if the only voice connection for the agent is Integrated Softphone.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Improved Control Over Digital First Omnichannel Channels
 
Agents will be able to accept and reject incoming digital contacts in the same way as traditional channels. Adding this option will allow agents to reject additional interactions when they feel like they have reached capacity. 
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Hide Ability to Create Commitments
 
You will be able to hide the ability to create commitments, preventing agents from using this feature. This configuration will be controlled by a new permission in Security Profiles.
  Customer Request     ✓     UI Change     ✓     Future Enablement     X  
Button for Displaying Visual Notifications
 
 A new button in the A/V notifications configuration screen will prompt MAX to check that the agent's browser has permissions for visual notifications (toasts). If it has permissions, the agent experience won't change. If it doesn't have permissions, the Visual section will only show the Enable Visual Notifications button. This will make it easier for agents to see if the browser is preventing visual notifications.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Custom Workspace Updates
 
All custom workspaces will load by default when launching MAX. Only the first custom workspace will be visible, but the second and third custom workspaces (if configured) will be loaded in the background. This will allow custom workspace content to be available automatically when an agent logs in.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Internet Explorer Support Discontinued
 
To support functionality available to modern browsers, Internet Explorer will no longer be supported with MAX.
  Customer Request     X     UI Change     X     Future Enablement     X  

Media Services

Improved Unicode Support
 
Improved Unicode support will increase the ability for ASR and TTS to work with Google Dialogflow and other AI solutions. This affects languages such as Arabic or Japanese that use unique characters.
  Customer Request     X     UI Change     X     Future Enablement     X  
Enhanced Answering Machine Detection
 
Support for the new Studio action for Personal Connection:
 
This new action will improve answering machine detection and accurate delivery of messages without requiring a custom script.
  Customer Request     X     UI Change     X     Future Enablement     X  

Contact Center Performance Management

The following features are expected to be released in late October.
FedRAMP Availability 
 
Performance Management will be available for FedRAMP users as long as it isn't inside the FedRAMP environment. This will make it available for use for FedRAMP organizations.
  Customer Request     X     UI Change     X     Future Enablement     X  
Interactive Charting
 
For select modules, you will be able to select specific rows of data and create a chart. This will allow you to better illustrate and view the selected data.
  Customer Request     X     UI Change     X     Future Enablement     X  
French Canadian Language Support
 
Performance Management will be supported in French Canadian. This will enable more users to use Performance Management in their native language.
  Customer Request     ✓     UI Change     X     Future Enablement     X  
Okta as an Identity Provider
 
You will be able to use Okta for single sign-on (SSO) with Performance Management.
  Customer Request     X     UI Change     X     Future Enablement     X  
Prompt on Data Limitations
 
When you are configuring Date & Time settings, you will be prompted to revise your selections if you request too much data. This will show you data limits sooner.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Company Group Settings
 
You will be able to select a company setting to display data for all active groups in your organization. Without this setting, you will only be able to select groups that have data within your specified date range.
  Customer Request     ✓     UI Change     X     Future Enablement     X  
Audit Log
 
A new audit log page will be added to display when items were created, edited, and deleted. This log will help create transparency for users. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Security Policy Requirement on New Roles 
 
Every new role you create will require a security policy. You will have the option of using a default policy that provides medium-level password security.
  Customer Request     X     UI Change     X     Future Enablement     X  
Quality Management API for Detailed Reports
 
If your organization uses Quality Management, you will be able to import your Quality Management data into Performance Management with more detailed reports. This enhanced integration will allow for a deeper dive into the detailed data.
  Customer Request     ✓     UI Change     X     Future Enablement     X  
Enhanced Hierarchy 
 
Performance Management will support additional group and recording hierarchies for attributes. 
  Customer Request     ✓     UI Change     X     Future Enablement     X  
Forms Page Redesign
 
The Survey, Coaching, and QA form builder will be redesigned to become more uniform with other areas of the application. This will create a more unified user experience. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Publicly Accessible About Page
 
The About page will be publicly accessible and will contain names of the third-party licenses being used.
  Customer Request     X     UI Change     X     Future Enablement     X  
Multi Dimension Module
 
This module will allow you to filter data with a primary and secondary grouping. For example, you could display data for both agent name as a primary grouping and skill as a second grouping. This will simplify your dashboard and your access to data.
  Customer Request     X     UI Change     X     Future Enablement     X  
Avatar Accessories
 
Agents will be able to use tattoos to personalize their avatars. They will also be able to outfit their avatar pets with accessories. These accessories will allow agents to engage more with their avatars and pets. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Games Admin Assign Display Updates
 
When assigning groups to a gamification game, the Games Admin Assign display will update to only show 21 groups. This will allow for reduced scrolling when a large amount of groups have been selected, and it offers a more streamlined view for admins.
  Customer Request     ✓  
  UI Change     X     Future Enablement     X  
Missed Rewards Module
 
This module will show when agents have missed opportunities to win rewards during games and challenges. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Update to Hours Included Module Setting
 
The hours included slider for the time settings will allow you to select a range past midnight. This will help reflect data more accurately for employees who work shifts spanning two days.
  Customer Request     ✓     UI Change     X     Future Enablement     X  
Wallboard Random Theme Selection
 
You will be able to select a new setting for Racing wallboard slides. This setting will randomly apply a slide theme when displaying the wallboard.
  Customer Request     X     UI Change     X     Future Enablement     X  
Wallboard Racing Themes
 
New themes will be available for Racing slides. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Challenges on Wallboards
 
A Challenges slide will be added to show ongoing challenges. This will allow greater visibility to lead to more agent participation. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Marketplace and Coaching Admin Page Style Updates
 
The Marketplace and Coaching Admin Page will be updated to have a new look and feel.
  Customer Request     X     UI Change     ✓     Future Enablement     X  
Acknowledge Coaching Sessions
 
You will be able to create an acknowledgment statement for coaching sessions that the agent will accept during coaching sessions.
  Customer Request     X     UI Change     X     Future Enablement     X  

Contact Center Performance Management (AX) Only

Disposition Module
 
A disposition module will be added to show dispositions count, disposition percent, and AHT for each disposition. 
  Customer Request     X     UI Change     X     Future Enablement     X  

Personal Connection

New Studio action: PlaceCallwAMD
 
This action will be an improvement on the existing PlaceCall action. It will include Laydown functionality for automated handling of answering machine messages.
  Customer Request     X     UI Change     X     Future Enablement     X  
Contact Center Signing for SHAKEN Attestation
 
In accordance with the United States FCC mandate to implement SHAKEN signing, Contact Center has received signing authority and will sign all calls initiated from Contact Center with Full (A-level) attestation. Contact Center will verify all caller ID values being used to confirm they align with the businesses using them. Unresolved concerns with unverified caller IDs will result in downgrading the traffic for them to B-level attestation.
The Global Caller ID field within each Business Unit will need to contain a valid phone number that belongs to you. This will be the value Contact Center uses to verify the business entity. If you want to display an anonymous presence on a call, you will be able to override the caller ID at the skill or record level with a blank caller ID.
 
Outbound calls made using a phone number with A-level attestation create trust with customers that they are not receiving an unwanted robocall, so A-level phone numbers yield higher answer rates.
 
This feature will only be available in the United States. 
  Customer Request     X     UI Change     X     Future Enablement     X  
New System Dispositions Blocking Robocalls
 
New system dispositions will track the required feedback from carriers related to call blocking efforts. If the call is blocked by customer request or by analytic engines, they will be required to return a specific SIP message. These will surface as two new outcomes you will be able to control on the Retry Management page.
 
This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature will only be available in the United States. 
  Customer Request     X     UI Change     X     Future Enablement     X  

Reporting

New SFTP Protocol
 
 If you use an SFTP server for custom reporting, you will have the option to use an SSH or SSH2 protocol. 
  Customer Request     X     UI Change     ✓     Future Enablement     X  

Studio

Installer Support for x86 and x64 OS Versions
 
To streamline the installation and upgrade process, the Studio installer will be updated to use either a 64-bit or a 32-bit installation, depending on the user's OS version. 
  Customer Request     ✓  
  UI Change     X     Future Enablement     X  
Script Validation to Prevent Not Found State for Contacts
 
Studio will validate all scripts during the save process to ensure that scripts called by actions such as Spawn or RunScript are active and valid scripts. Studio will display an error message when: 
  • An action calls a script that is invalid or inactive, 
  • Someone attempts to delete or deactivate a script that is called by an action.
This will prevent contacts from being placed in the Not Found state as a result of invalid or inactive scripts. Having large numbers of contacts in the Not Found state places a high demand on system resources, which can slow the entire system down. 
  Customer Request     ✓     UI Change     ✓     Future Enablement     X  
New Studio Action: ScriptCount
 
ScriptCount will provide a count of the number of Studio scripts currently active in your business unit. This will be helpful for organizations that want to use the total number of scripts actively running in their business unit in other scripts. 
  Customer Request     ✓  
  UI Change     X     Future Enablement     X  
New Studio Action: AskCaller
 
The AskCaller action will allow you to integrate digital scripts into your Digital First Omnichannel live chat and chat messaging channels. This is a new AskCaller action. The existing AskCaller action is for Chat script types, but the new action is for digital script types. Digital scripts must be created and implemented by NICE Contact Center Expert Services. See the Digital First Omnichannel section of these Coming Soon notes for more information. 
  Customer Request     X     UI Change     X     Future Enablement     X  
New Studio Action: PlaceCallwAMD
 
The PlaceCallwAMD action will allow you to improve answering machine detection (AMD) and message delivery. See the Personal Connection section of these Coming Soon notes for more information. 
  Customer Request     X     UI Change     X     Future Enablement     X  
Digital First Omnichannel Updates 
 
Studio will receive several updates to support new Digital First Omnichannel features. See the Digital First Omnichannel section in these Coming Soon notes for more information. 

Voice Access

911 Enhancements
 
911 enhancements will include:
  • An Emergency Call Default Callback Phone field in the Business Unit. It will specify a callback phone number if a 911 call is disconnected prematurely. 
  • Full physical address and address verification fields in the user location settings. These fields also appear in the ACD user bulk upload and APIs.
  Customer Request     ✓     UI Change     X     Future Enablement     X  
The verified address will be referenced to deliver 911 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center first. This will enable quicker response times from local first responders and provide compliance with Ray Baum's Act. 
 
This feature will only be available in the United States.
  Customer Request     X     UI Change     ✓     Future Enablement     X  

Preview of Navigation Redesign

Navigation in the Contact Center portal will change for a simpler, more intuitive navigation experience. 
 
Side navigation bar:
  • Folders will be open by default so you can see all options when you open an app.
New app selector:
  • A new grid icon located on the left side of the title bar will launch all apps from one location. This includes both apps that open inside the Contact Center browser instance and those that launch in a separate window. 
  • When you hover over an app in the app selector, an "opens in new window" icon will appear if it can be launched in a new window.
  • Since all apps will be linked to the app selector in the title bar, the app selector in the side bar navigation will be removed.
  • The icon indicating which app you're currently in will also move from the side navigation bar to the title bar, to the right of the new app selector. 
View image of the new Contact Center title bar and side navigation
View image of the new Contact Center title bar and side navigation
View image of the new Contact Center app selector
 
This image shows the navigation pane that will open when you click the new app selector grid icon in the title bar. Not all possible apps appear in the screenshot.
View image of the new Contact Center app selector
Navigation Changes
 
This table shows the difference between how you currently navigate to an app in Contact Center and how you'll navigate to the same app in the new navigation design. 
Guide to Terms in the Table
 
In the Current Navigation column:
  • Side navigation bar app selector—Located at the top of the side navigation bar. 
Side navigation bar app selector
  • App launcher—Grid button located on the right side of the title bar.
App launcher
In the New Navigation column: 
  • Title bar app selector—Grid button that will be located on the left side of the title bar.
Title bar app selector
App Current Navigation
New Navigation
  ACD   Side navigation bar > app selector > ACD    Title bar > app selector > Omnichannel Routing > ACD
  Adapters   App launcher > Launch Adapter   Title bar > app selector > Others > Adapters
  Admin   Side navigation bar > app selector > Admin   Title bar > app selector General > Admin
  Feedback Management   App launcher > Launch Feedback Management     Title bar > app selector > Data & Analytics > Feedback Management
  Interaction Analytics    Side navigation bar > app selector > Analytics   Title bar > app selector > Data & Analytics > Interaction Analytics
  MAX   App launcher > Launch MAX   Title bar > app selector > Omnichannel Routing > MAX
  PartnerHub   App launcher > Launch PartnerHub   Title bar > app selector > Others > PartnerHub
  Performance Management     App launcher > Launch Performance   Title bar > app selector > Others > Performance
  Reporting    Side navigation bar > app selector > Reporting   Title bar > app selector > Data & Analytics > Reporting
  Studio authentication   App launcher > Studio Authentication   Title bar > app selector > Omnichannel Routing > Studio Authentication
  Supervisor   App launcher > Launch Supervisor   Title bar > app selector > Omnichannel Routing > Supervisor
  WFI   Side navigation bar > app selector > WFI    Title bar > app selector > Automation > WFI

Fall 2021 Cumulative Update 2

These are the bugs and known issues that are fixed on this update.
ACD
 
Chat contacts in an agent's personal queue wouldn't always activate when the agent was available. 
Chat Channel
 
When an agent used a quick reply, the contact would receive the reply with visible HTML code.
Media Services
 
Some media servers didn't automatically recover after incidents of AWS flapping.
Studio
 
When the ContactTakeover action occurred during a callback, it would sometimes fail and return a "No contact found" error.
Supervisor
 
When Supervisor ran in a browser with the language set to Portuguese, viewing agent information from a specified date sometimes resulted in an "Invalid date" error. 

Minor Feature Release - December 2021

Release Adjustments

These features are adjustments to those previously announced.
Features to be Released at a Later Date
 
Each item includes a description of the feature as it was previously published on the Coming Soon page.

Workforce Management (Contact Center)

Approval Rules Enhancements
 
Auto-approval rules automatically accept or deny agents' time-off requests. When creating the rules, you define conditions that trigger an automated response. Until now, only two conditions were optional.
 
With this release, the scheduling unit time-off balance condition will be optional as well.
 
With this enhancement, you will:
  • Have more flexibility when you define the rules.
  • Be able to create a rule that will auto approve requests based on the submission time
  Customer Request     X     UI Change     ✓     Future Enablement     X  

Voice Access

9-1-1 Enhancements
 
9-1-1 enhancements include:
  • An Emergency Call Default Callback Phone field in the Tenant. It specifies a callback phone number if a 9-1-1 call is disconnected prematurely.
  • Full physical address fields in the ACD user location settings. These fields also appear in the ACD user bulk upload and APIs.
  • Automatic address verification.
The verified address allows Contact Center to deliver 9-1-1 calls directly to the local Public-Safety Answering Point (PSAP) rather than routing it through the National Emergency Center. This enables faster response times from local first responders and complies with Ray Baum's Act.
 
This feature is only for users in the United States and will be available starting in January.
  Customer Request     X     UI Change     ✓     Future Enablement     ✓  

Workforce Management (Contact Center)

Additional Features Included in the Standard WFM License
 
These features are now available:
  • Auto-approval rules
  • What if in Forecasting
  Customer Request     X     UI Change     X     Future Enablement     X  
Forecasting Shrinkage Parameter Enhancement
 
The shrinkage function in Forecasting is now enhanced. You're able to apply shrinkage to specific days of the week.
 
This applies to the staffing parameters in the Generate Forecast and Forecasting Profile pages.
  Customer Request     X     UI Change     ✓     Future Enablement     X  

Fall 2021 Cumulative Update 3

These are the bugs and known issues that are fixed on this update.

ACD

  • Bulk upload files would sometimes get stuck in the upload process and the process wouldn't complete. 
  • When a Studio script was configured to automatically discard certain emails, email ports would show as utilized when very few emails were actually active. 
  • Rarely, a parked email would appear to be active after the assigned agent logged out of the agent application. 
  • The columns in the users bulk upload template and existing users files didn't match. 
  • In rare cases, agents would sometimes get stuck with no agent actions associated with the issue. 
  • The Feedback Management link returned a 404 error when you opened it in the ACD application. 
  • Downloading the file of existing users pulled a file that was blank other than column headings. 
  • Agent Issues didn't display the contact ID. It showed '0' instead.
  • Agent issues wasn't available for all environments. 
  • The skill bulk upload form allowed you to specify a custom script for inbound email skills, which isn't supported. When this happened, skill details would then show the Custom Script value as empty. 

API

  • Developer Portal documentation for v21 GET /scripts/search was restricted when it shouldn't have been. 
  • Agent_ValidateLogin failed if LA was assigned to the user. 
  • When users would paginate the results of a call, the last page of results showed a server error with a status of 500. 

Customer Chat Interface

  • In V2 customer chat, HTML in the TextmsgStudio action would show up as code instead of formatting the text. 

Digital First Omnichannel

  • When a chat interaction status was interrupted, calls to the API GET /contacts/active API returned null results.
  • In some cases, when you'd send an email to a certain email address, that email address would automatically appear in the To field for later emails. 
  • Clicking the Send as Resolved button would sometimes fail

MAX

  • Transferring calls to an agent on a phone call failed. 
  • If an agent doing ACW changed the tags twice, their state changed to Available. 
  • MAX would be available in the new navigation UI for users who didn't have it enabled in their security profile.
  • JAWS couldn't navigate agent states to select a new one.

Personal Connection

  • When users manually uploaded calling lists, sometimes they wouldn't receive a confirmation email. 
  • In blended skills where the Unlink action was used, agents would sometimes get stuck in the Auto Outbound state. This resulted in no contacts being routed to the agent from any skills, including the blended outbound phone skill. 
  • Some dialer skills were dialing past the time zone bounding set for the skill. 
  • When Proactive XS pulled records from a CRM when the available records were running low, the process would fail and return the error "No Destinations were provided," even though the records had destinations.
  • When users uploaded a calling list that contained ExpirationDate values in ISO8601 format, an error occurred and the upload failed. 
  • In some situations, scheduled callback retries would occur before the specified Minimum Retry Minutes had passed. 

Supervisor

  • When supervisors monitored a call, they could continue to hear what the agent said in the microphone after the call ended. 

Fall 2021 Cumulative Update 4

These are the bugs and known issues that are fixed on this update.

ACD

  • User sessions were being logged out of Contact Center before reaching the session timeout setting specified for the business unit.
  • When agents transferred a contact to another skill, variables containing dynamic data lost that data. 
  • When IVR scripts included the option to return to the general skill, calls using it would sometimes fail. 
  • Chat routing that used a script to specify chats should go into an agent's personal queue and wait a certain amount of time didn't always honor the specified time and would reroute to the skill.
  • When agents didn't answer a callback, the callback would sometimes get stuck in a routing state. 
  • Rarely, another call would be added to an existing voice conversation. 
  • Users in some environments were unable to access Script Schedules.

API

  • When a API_GetAgentCallbacks stored Proc was called multiple times, the execution times were high. 
  • PUT /contacts/{contactid} would sometimes return "System.InvalidCastException: Specified cast is not valid." 

IEX WFM Integrated

  • The intraday requirements for future day for Workload CT didn't always match the Rev requirements. 
  • Some environments couldn't enable Engage Recording and Contact Center Recording at the same time.
  • The IEX data download report email contact count didn't always match the IEX WFM Integrated queue history count.

MAX

  • When an agent using integrated softphone closed their device without logging out of MAX, they could later return to that same MAX window. Since the browser requires the agent to click something in the new session before it plays a ringtone, agents left in an Available state often wouldn’t click anything when they returned and would miss their first call.
  • For some contact centers, the address book wouldn't display agents.

Personal Connection

  • Calling lists would sometimes take hours to upload. 

Reporting

  • When a data download report schedule had a custom time format set to a.m. or p.m. instead of AM or PM, selecting it resulted in a platform error. 
  • The IEX data download report email contact count didn't always match the IEX WFM Integrated queue history count. 

Studio

  • Agent variables weren't being passed to the OnAnswer action.
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