20211012 - Release Notes

Tegsoft Release Notes (Version 20211012)

The purpose of release notes is to inform the users about the new features and to provide a better understanding of the product.
Review the release notes for essential information about the Tegsoft product or release. Information given here may include important notification that changes your way of using the Tegsoft product.
The release may include some case results/feature requests that are reported by one or more customers.
Please click the link for more information about the support process and the identification of defects.
• Release Notes include information about new features, improvements, and security fixes. This file may also contain information about known problems and their workarounds.
• New Feature Notes are describing and announcing the new features. Every item listed under this section will describe the basics of the newly developed feature. Detailed descriptions/instructions will be accessible from the links provided at the end of the new feature description.
• Improvement Notes are describing changes, about a feature/function that is already active. Type of changes are listed below:

• Data field updates (removal or addition of fields)
• Changes in reports or in applications
• API functionality changes
• Performance improvements
• Layout changes
  • Fix Notes are a list of known and fixed customer-reported defects or security fixes. Some instructions or workarounds may be described.
  • Publishment of the release affects two platforms below,
• Tegsoft Cloud receives this release update automatically
• On-premise installations require technical teams’ attention for upgrading.
  • Enablement of features described here may require an additional license or an additional subscription.
  • On-premise upgrades require an upgrade subscription
  • During the on-premise upgrade process, there may be outages. The upgrade process needs to be performed by a Tegsoft technician and should be supervised by the customer.

New Features

1. Agents can continue outbound chats with “click and start” button in CRM records.
   

There are 4 points to be taken care of:
o Chats must be started by a person through WhatsApp
o 360Dialog integration must be established properly
o Agents cannot start outbound chats to person.
o If 24-hours has passed since the last message sent in an on-going chat, agents can only send template messages to a person.
To see 360Dialog configurations, template message creation, and integration of them into Tegsoft CC products, please check this article.

2. A new tab is added to campaign reports to include “Call Restricted Contacts” and the reason why the number is inaccessible.
   Possible results are as follows:
   o ALLOWED/PREVENTED CONTACT GROUP
   o CALLTIMEOUT
   o NO VALID PHONE NUMBER
   o PATTERN MISSMATCH
   o MAX CONTACT CALL LIMIT
   o CONTACTED ABANDON CALL RESTRICTION
   o CONTACTED CALL RESTRICTION
   o PREDIALCHECK RESTRICTION
   o PREVIEW
   o EMPTY NUMBER
   o BLOCKED NUMBER

3. If the extension is unreachable for any reason, the call can be transferred to pre-defined numbers. Click here to reach the related article.

4. Blind transfers can be made by pressing “Enter” button from the keyboard after typing the number in Webrtc.

5. API is developed for activation/deactivation of external licenses. For further information, please contact with the Tegsoft support team.

6. IBM Object Storage option is enabled for voice recordings and archiving for cloud users. Related configurations can be made by Tegsoft only. Please see the section "Archive" in the Server Settings article. If you have already updated Tegsoft CC, please check with archive configuration under server settings.

Improvements

1. API call performance has been improved.

2. Improvements are applied on the Voice Skills Alarm definitions.

3. “Hold time is too long” alarm definition is added to “Voice Skills (Queues)”. Agents can also see pop-up notifications on their screens.
   

4. Name of IVRs and skills which include certain announcement files can be viewed in the “Manage Announce Files” tab of IVR definitions. Related applications can be reached by clicking on the arrow next to them.

5. API responses are improved to include textroute messages.

6. Responses that return with API-AgentLogin are enriched. For example, “Agent definition is wrong”, “Agent location definition is wrong” etc. API-AgentLogin

7. ArchiveDestination section under Server Settings has changed. For "File System" storage type each archive destination can be added by cliking on "+" button and providing the related URL. IBM Object Storage option is also enbaled for cloud users only. Configuratios related to IBM Object Storage shall be made by Tegsoft. To check the related article click here. If you have already updated Tegsoft CC, please check with archive configuration under server settings.

Bug Fixes

1. The visual problem with webchat reports has been fixed.
2. Problems related to making survey during a campaign or for the time-out calls in the queues are resolved.
3. Issues with permissions of deleting a campaign are solved.
4. Problems related to grouping options in the extension tabs are removed.
5. Problems related to transfer call function in remote PBX services are fixed.
6. Overflow call queue information can be viewed in CDR report.
7. Object storage will be used as voice recording platform.