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Call Center - February 27, 2016

Overview

This page provides a list of changes to Call Center. Changes are classified as:
 

  • Bug fix—refers to fixes that have been made to resolve problems in existing features and functions.

  • Enhancement—refers to improvements made to existing features and functions.

  • New feature—refers to new features and functions.

Release date

The latest version of Call Center will be released to customers on February 27, 2016.

List of updates

 

Type of Update Description
New Feature #1

New agent attribute added—We've added a new agent attribute called Disable ClickToDial for agents using Phone Panel with Salesforce. This attribute was added comply with legal requirements that dialing automation is not being used in some areas. 

 

If the attribute is enabled for an agent, the agent will not be able to click a phone number in their Salesforce contact page to initiate an outbound call in Phone Panel.

Bug Fix #1

Issue—Agents are intermittently getting Invalid Nonce errors, including when when they are logging off after the end of their previous working day.

 

FixWhen the Invalid Nonce error occurs, Phone Panel is now put into last call mode. A message displays, asking the agent to close Phone Panel. The agent will then be paused or taken offline.

Bug Fix #2

IssueThe OpenCTI Phone Panel shows two scroll bars when an agent receives an inbound call or makes a dialout call, as shown below:

Phone-Panel-double-scrollbars.jpg

This issue only occurs when agents use the Phone Panel with the Chrome web browser.

 

Fix—This fix corrects the issue.

Bug Fix #3

Issue—If the list of disposition codes in Phone Panel is too long, the scroll bar is not available and agents can't access the full list of codes. 

 

Fix—We've added a scroll bar to the Disposition list. The full list of disposition codes is now accessible by hovering over the list and scrolling. This also applies to the offline / unavailable reasons drop down. 

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Last modified
11:43, 26 Feb 2016

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