Desktop Call Center Agent (.netCCA) Release Notes


Version History

Version

Notes

Category

14.1.3

Enhanced logic to re-establish server connection (faster).

Enhancement
14.1.3

Issue that caused text to appear as busy - on email has been fixed. The text now reads busy-on email.

Fixed Issue

14.1.3

There was an issue where the logo appeared blurry within the Sign in view when stretching was applied. This issue has been fixed.

Fixed Issue

14.0

Queue ID and Name are sent to CRM Connector for Scheduled Dialouts.Enhancement
14.0Clipping issues in chat session view have been fixed.Fixed Issue
14.0Issues displaying the chat mode drop-down have been fixed.Fixed Issue
14.0Inability to minimize email has been fixed.Fixed Issue
12.9

When raising email events to the CRM Connector, you can now include a Sender Name field.

Enhancement
12.9Added support for call progress analysis events (CCA now receives more details about phone calls as they are originated and completed).Enhancement
12.9There is a new user experience to complete warm transfers and adding calls.Enhancement
12.9Agents can now switch audio between 1st and 3rd parties during a warm transfer or when adding a call.Enhancement
12.9Agents can now track the length of time the 1st party is kept on hold while performing a warm transfer or adding a call.Enhancement
12.9An Agent can now receive alerts when the 1st party has been kept on hold for too long (configurable per queue).Enhancement
12.9Screen pop ups can now be delayed (optional) until the CCA app goes to on-call.Enhancement
12.9The issue with duplicate email templates in CCA has been fixed.Fixed Issue
12.8

Extended CRM Connectors to Chat and Email interactions: the application can now raise events as chat and email interactions are started and completed.

Enhancement
12.8

Data Collection for second level IVRs extended to outbound calls: now outbound calls can be connected to second level IVRs for data collection purposes.

Enhancement
12.8

Reference fields in classification window now support up to 20 characters.

Enhancement

12.7The software now uses new Edge runtime when presenting web forms such as login views. An IE-based engine will be used if the Edge runtime is not available. The Edge runtime is available for download at https://developer.microsoft.com/en-us/microsoft-edge/webview2/. We recommend downloading the 32 version of the Evergreen Standalone Installer (CCA is a 32-bit application).Enhancement
12.7Fixed bug related to localization.

Fixed Issue

12.7Fixed a bug that caused classification information to not be a carrier from one agent to another when transferring incoming calls.Fixed Issue
12.7Fixed a bug that caused emails to not be properly shown when the display name of an email address in the to/cc/from headers contain special characters such as < and >Fixed Issue
12.7Fixed a bug that caused the new After Call work in-call status/activity to not show for outgoing calls.Fixed Issue

12.6

Added support for file-based communication for all CRM connectors.

Enhancement

12.6Added support for OKTA as identity provider (SSO).Enhancement
12.6Fixed a bug that could cause wait time for suspended emails to be displayed as a negative number.Fixed Issue
12.6Fixed a bug that caused classification information to not be sent to CRM connectors under certain conditions.Fixed Issue

12.5

Added browser information about external user who is chatting with the agent.
Note: CCA WS must be updated so new fields are sent; otherwise, the CCA will not show any browser information.

Enhancement

12.5Added a new culture: English Australia.Enhancement
12.5

Added new parameters for Call Started: Seconds waiting in queue and DNIS label.

  • The Seconds waiting in queue will be displayed as part of the call information.
  • DNIS label will not be displayed for now
Enhancement
12.5The product version number is now sent when opening a session via SSOEnhancement
12.5Fixed a bug in the chat session that caused the chat drop-down menu to not be rendered in the correct size.Fixed Issue
12.5Fixed a bug that caused the Close chat session confirmation dialog box to not appear when closing a chat session.Fixed Issue
12.5Fixed a bug that caused the CCA to not transition to the ACW status for outbound voice queues.Fixed Issue
12.5Fixed a bug where the incorrect Caller ID was used with Add Call.Fixed Issue
12.5Fixed a bug that caused the General Stats form to appear behind the main window when Always on Top is enabled.Fixed Issue
12.5Fixed a potential bug that caused the Unhandled Exception dialog box to appear when session statistics were requested within an expired sessionFixed Issue
12.5Fixed UI bugs that caused confusion to users when they opened the application for the first time using a third-party IDP, such as Intermedia, Azure, etc.: The watermark remained hidden, now it appears clearly. The last known phone number extension also appears after the initial log in.Fixed Issue
12.4.40Chat functionality enhanced to support the following scenario: User A creates a session with User B, but doesn’t send any messages. User B then creates a session with User A. In the previous version, User B would have received an error and would not have seen a chat window. In this new version, User B sees the chat window and can send a message. User A receives the message in the existing chat window.  Enhancement
12.4.40

Classification information window has updated logic. Now, caller-type dependent fields (acct, claim, provider) are displayed and their enabled/disabled status is updated accordingly when displaying the information.

Enhancement
12.4.40

Fixed various bugs and nuances related to UI issues.

Fixed Issue
12.4All https traffic now uses either TLS 1.1 or TLS 1.2Enhancement
12.4New After-Call Work in-call status is now supportedNew Feature
12.4Fixed issue where certain emails that contained special characters in the name of the attachment were not handled correctly.Fixed Issue
12.4Fixed issues related to the sign-in process that occurred when the https endpoints are not reachable: there is now a mechanism to inform the user about the problem, and the user can choose to retry or close the app.Fixed Issue
12.4Fixed issues with UI defects related to signing in using external identity providers.Fixed Issue
12.0Refreshed User Interface Enhancement
12.0 Transition from "On Call" to any other activity:

1) if the current call is no longer in progress, CCA will transition to wrap-up first, and then immediately to the desired status.

1.1) The user may not even perceive the transition to wrap-up

2) if the current call is still in progress, and the transition is not initiated by the user, CCA will abort the transition.

3) if the current call is still in progress, and the transition initiated by the user, CCA will alert the user about the condition

and wait for confirmation

4) No additional action will be taken if the user cancels the transaction

5) Otherwise, cca will transition to wrap-up first, and then immediately to the desired status

5.1) The user may not even perceive the transition to wrap-up

Enhancement
12.0

Fixing issue causing main window state to switch to Normal while receiving a phone call work item when in Maximized state.

The main window state is now changed to Normal if the state is Minimized when receiving the work item.

Fixed Issue
12.0

Fixing issue causing special characters (such as Á) in first name, lastname, inquiry not to show properly in chat window view.

Fixed Issue
12.0

Fixing issue causing special characters in emails (such as Á) not to show properly in the email body in CCA and also in the email that is

received by the recipient.

Fixed Issue
11.9 Added support for SalesForce SSO.  New Feature
11.9 Screen pops for callbacks and scheduled dialouts will now be executed in your CCA client, regardless of which CRM connector you're using.Enhancement
11.9Added various functions to support a future "Voicemail+" feature release.Enhancement
11.9Implemented functionality to support the future "Customer Journey" feature.Enhancement
11.9Added a feature that allows Agents to view and copy/paste the URL of a recording.  If "Show Agent Recording URL" is enabled server-side (defaults to disabled), CCA will show a button labeled "Copy Rec-URL."New Feature
11.9CCA now supports Azure Active Directory SSO.New Feature
11.9Implemented server-side mechanism to enable/disable routing e-mails to queue.  Also provides for e-mail release to a different queue, if enabled.Enhancement
11.9Fixed Issue wherein CCA would not remember a selected caller ID across sessions.Fixed Issue
11.9Added Agent Status Return feature.  Server-side setting (default: false) allows for automatic transition from Wrap-Up mode back to either a) the last non-busy working status or b) one of the following, as set by the admin: Available; Accept Internal Calls; Busy-on-Break.New Feature
11.8Blocking or forwarding functionality for email interaction  with voicemail attachments where the voicemail was sent straight to queue (not through an email account through email routing)Enhancement
11.8Decoupling the CCA Remote Control API and CRM Connectors. Now the Remote Control API does not depend on the existence of a CCA Desktop CRM ConnectorFixed Issue
11.8Compatibility with the REST API Web Service's method that changes Agent Activity - allowing changes from code 36 (Other) to 16,17 and 34Fixed Issue
11.8Fixed issue relating to command line arguments not being honored by the CCA applicationFixed Issue
11.8CRM Connector Framework Events: "Call Connected" now supports the sending of calling name, calling number, queue name, as well as agent's username and phone numberEnhancement
11.8Support for automatic display of the Contact Name, phone number and Campaign Name for contacts electing to speak with an agent after being contacted via a Dynamic Notifications CampaignEnhancement
11.8Support for call transfers to Agents where the account controls whether to allow the transfer, give the agent the ability to decide to allow the transfer or to block the transfer in the scenario where the transferee Agent is not in "available" statusEnhancement
11.8Fixed Issue where a forwarded voicemail email would replace the vmail attachment with "ATT00001" fileFixed Issue
11.8Added ability for the Agent to cancel a user initiated as well as a server initiated dial-out regardless of the status (ringing/answered) of the Agent's phoneEnhancement
11.8Fixed Issue related to the handling of the color of idle queuesFixed Issue
11.7Agent can now specify caller ID information when transferring a call to a 3rd party, or when adding a call to a conference call (similar to a dial out transaction).Enhancement
11.7Displaying new custom fields within chat window. Custom fields do not have any meaning to the application itself, but they can be used to capture specific information such as account ID, etc.Enhancement
11.7Additional enhancements to the Phonebook: re-introducing searching and sorting per column.Enhancement
11.7Bug: Solved issue with some users' CCAs not saving last used phone number in the Login screen.Fixed Issue
11.7

Outbound Auto Message

  • Agents can pre-record and save outbound message.
  • Agents can listen to and change pre-recorded outbound messages.
  • Agents can send pre-recorded outbound message to customer's voicemail or answering machine
New Feature
11.6.11.18059Chat Interaction window - configurable -  push into focus upon new chat session is presented AND /  OR new chat message arrivesEnhancement
11.6.11.18059incorrect messaging when clicking on "server status link"Fixed Issue
11.6.11.18059Fixed issue preventing auto update (if configured) from executingFixed Issue
11.6.11.18059Improper display of filename for attachments in email viewerFixed Issue
11.6.11.18059Add Call basic retry logic - when selecting yes or not to complete a conference, in the event of an error at the server level receiving that requestEnhancement
11.6.11.18059Support for Email Templates per team & per queue filteringEnhancement
11.6.11.18059"unhandled exception" error when composing emailsFixed Issue
11.6.11.18059intermittent chat message droppingFixed Issue

11.6.7.18012

Compatibility with Outbound Notifications Campaigns - ability for an agent to add a contact (manually entered or pulled from phonebook)  to an existing campaignEnhancement

11.6.7.18012

Addition of DNIS (Dialed Number Identification Service) parameter to CRM Connector ringing (new call) eventEnhancement

11.6.7.18012

Addition of "Seconds on Hold", "Date of Cal" & "Duration of Call" parameters to CRM Connector "Call disconnected" eventEnhancement

11.6.7.18012

Addition of  "orgName" and "orgNumber" as parameters to the "Dialing even" within the CRM connector .

Addition of  "callingName" as parameter to the "Ringing" event within the CRM connector
Enhancement

11.6.7.18012

Bugfix - "Mute" button remains in "Orange" when deactivated as if  it was still activeFixed Issues

11.6.7.18012

Bugfix - Errors being presented when attempting to "add call" - IVRFixed Issues

11.6.7.18012

CRM Connector Logging (local logfile) enhancementsEnhancement

11.6.7.18012

Bugfix - Unhandled exception on the Phonebook Logged Agents when Dial option press with no agent selectedFixed Issues

11.6.7.18012

avoiding transitions to busy-on-break initiated by users.

In previous versions the user could click on "Available" button in order to transition to on-break.

The user could have selected "On-break" also when releasing an email.

Those two gaps have been closed in this version.

Enhancement

11.6.7.18012

Bugfix:

Menu > Options > My Activities

If you add or remove an activity, you had to sign-out first then sign-in again to take effect (appear in the Agent status dropdown) - this has been set to be updated real time


PA Routing - in the dialog box > 'Change Preferred Agent to' – once an agent was selected, it got removed from the list, even if  changed the Agent changed back to him/herself.

Fixed Issues

11.6.7.18012

Refactoring of  the way chat conferences are created.

CCA now adds the participants as needed (as opposed to the server side adding the participants).

This gives CCA more control over the transaction and allows to report on individual errors accordingly
Enhancement

11.6.7.18012

disabling of  typing while participants are added to the chat conference on start up.

Typing is enabled once all participants are added to the conference (whether successfully added or not)
Enhancement

11.6.7.18012

Compatibility with Classifications configured to "auto flag"Enhancement

11.6.7.18012

Phone book enhancements:

  • Replaced searching with filtering.
  • Displaying destination contact name (if available) in dial out transactions (for example, when picking an entry
  • in the phone book to dial out).
Enhancement

11.6.7.18012

Phonebook enhancements:

  • Displaying the "extension" associated to the target destination when dialing a contact picked via phonebook
  • Double-clicking on the "mobile phone no" column in the phonebook will cause the app to pick the mobile phone number as target.
  • If the number is blank, then the direct number will be picked instead.
  • If the direct number is blank, the double-clicking action is ignored.
  • Double-clicking on any other column will be interpreted as double-clicking on the "direct" column. In this case the direct phone number is picked as destination target.
Enhancement

11.6.7.18012

copying one or multiple chat bubbles into clipboardEnhancement
11.6.7.18012New Agent status of "Not Available"  (can only be set by system, not Agent user)Enhancement
11.6.7.18012User controlled settings to pop new chat conversations and / or new chat messages in existing chat conversations into the foreground (in focus) in the user's desktopEnhancement
11.5.0.17170Compatibility with HTML formatted Email TemplatesEnhancement
11.5.0.17167Compatibility with API initiated Agent status changes where the Call Center Agent (CCA) will be notified of the successful status change request and match the status accordinglyEnhancement
11.5.0.17164Fixed issue where, when enabled for the account, the Call Center Agent (CCA) auto update did not executeFixed Issues
11.5.0.17145Addition of Secondary IVR option in the "Add Call" functionEnhancement
11.5.0.17144Fixed issue where the Agent status was kept as "busy chatting" in the cloud when the Call Center Agent (CCA) shows "Busy - Wrapup"Fixed Issues
11.5.0.17117Change of the "phone number" field to "extension to match the field's designated purposeEnhancement
11.5.0.17110Deprecation of the no longer used "mail" menu item in the "options" menuN/A
11.5.0.17110Support for Mobile Number field in Phonebook entriesEnhancement
11.4.0.17083Support for SMS in chat - interaction historyEnhancement
11.4.0.17078Support for CCA Remote Control API method for setting outbound Caller name and numberEnhancement
11.4.0.17062Fixed issue relating to consistent raising of the "agent signed in" event in the CRM Connector FrameworkFixes Issues
11.4.0.17054Support for Transfer Information template for transferring calls to secondary IVR's - ensuring that minimally basic level information is shared with the secondary IVR upon transfer in absence of any defined mandatory Transfer Information fields in the Client AccountEnhancement
11.4.0.17033Support for Windows Desktop notification when new work items are presented to an agentEnhancement
11.4.0.17013Support for users composing emails from new "compose email" menu and add of font styling controls to email composerEnhancement
11.4.0.17011Support for spellcheck in email composerEnhancement
11.4.0.17010Support for chat messaging spellcheckEnhancement
11.3.3.17006Support for password reset with "mycontactcenter.net" account modelEnhancement
11.3.3.17004Support display of the customer's first name for chat messages (if collected in chat session) - if no first name is present, nickname will be usedEnhancement
11.3.3.17004Support display of the customer's first name for typing in progress (if collected in chat session) - if no first name is present, nickname will be usedEnhancement
11.3.3.17003Introduction of new stealth chat function to allow the user to decide to or not to send typing in progress notificationEnhancement
11.3.3.17003Fixed issue related to "stop typing" notifications not being sent consistently for chat conversationsFixes Issues
11.3.2.16363Support for remembering the previous selection in the phone-book when selecting the phonebook for making a call or transferring a callEnhancement
11.3.2.16358Fixed issue related to users being able to change status manually in the condition where the status menu is open and a work item is presented causing the menu to lockFixes Issues
11.3.1.16288Fixed intermittent issue relating to display naming of email attachments to ensure the filename of the attachment appears properly.Fixes Issues
11.3.0.16277Support for Text bubbles in Agent Chat window with an included "copy transcript" button to allow the agent to copy the conversation to their PC's clipboardEnhancement
11.3.0.16274Support for display of Customer Collected information in chat sessionsEnhancement

11.2.0.16252

Fixed functionality with the hidden BCC headers when replying to emails. BCC Email addresses intended to be hidden were exposed in the reply email. This version ensures the hidden BCC email header is hidden in the replied Email

Fixes Issues

11.2.0.16252

Introduction of display if Transfer Information content in advance of the call presentation to the transferee agent to allow time to review before transferred call receipt

Enhancement

11.2.0.16252

Introduction of support for the "Preferred agent Routing" feature which will allow the agent to set (or delete) a preferred agent routing record (if Preferred agent routing feature is enabled) and assign returning calls from that caller to themselves or other agent. (note – an IVR application with callflow logic included to look for preferred agent routing entries is required for returning calls to be o ffered to their preferred agent)

Enhancement

11.2.0.16252

Added capability in the Transfer dialog box to allow the agent to select a transfer to an "IVR" if there is an available "Private Data Collection (PDC) " to transfer to. This option will not be visible if there are no IVR 's in the account designated as "PDC" (or – able to be transferred to directly by agent)

Enhancement

11.2.0.16252

Added API to allow the push of Call Center Agent "Event" (i.e. call presented, call answered, call recording turned off / on, agent status change etc) to the CRM Connector Framework

Enhancement

11.2.0.16252

Added API to allow external applications to control Call Center Agent features (i.e. start/stop recording, place call on hold, retrieve, make call, end call etc)

Enhancement

11.2.0.16252

Added functionality which refreshes Call Center Agent "sessions" throughout the daily interval to allow the shipping of historical data related to that Agent's activities. Note – this refresh does not interrupt Agent status.

Enhancement

11.2.0.16252

Fixed phonebook formatting issues with last row not displaying with window resizing.

Fixes Issues

11.0.0.16118

Microsoft .NET 4.6 compatibility (no backwards compatibility)

Minimum Requirement

11.0.0.16118

Add Call button fix where the button required clicking twice before the add call dialog box appears. The Add Call button now operates with a single click presuming the Call Center Agent application is currently in focus.

Fixed Issues

11.0.0.16118

Fixed issue where in line images in an email signature were not formatting properly in the Call Center Agent email viewer as well as retaining the image formatting for the email messages replied back to the sender or forwarded to a 3rd party.

Fixed Issues

11.0.0.16118

Addition of a new column in the suspended emails dialog box to indicate whether the suspended email was placed there by the user (agent) or by the "ACD (system)" in support of the "Last Agent Email Routing" feature.

Enhancement

11.0.0.16118

Added capability in the Transfer dialog box to allow the agent to select a transfer to an "IVR" if there is an available "Secondary IVR" to transfer to. This option will not be visible if there are no IVR 's in the account designated as "Secondary" (or – able to be transferred to directly by agent)

Enhancement

11.0.0.16118

Enhancement to the Screen Recording embedded application to recognize and capture screen shots from multiple "extended" monitors.

Enhancement

11.0.0.16118

Enhancement to the Screen Recording embedded application to support the joining of audio and video recorded content for a voice call interaction.

Enhancement

11.0.0.16118

Modification to the sign-in screen where the "extension" field label has been changed to read "Phone Number" in support of added clarity.

Enhancement

10.7.3.16026

Added font autoscaling where relevant in various areas of the CCA and erroring for unsupported fonts

Fixed Issues

10.7.3.16026

Email attachment fix for issue causing error in adding attachments to email replies as well as a mislabeled button showing view instead of remove when trying to remove an attachment.

Fixed Issues

10.7.3.16026

Classifications by Team and Queue had been added to the Admin Portal, but upon configuration, agents were still able to see all Classifications. This CCA version supports Classification by Team and Queue.

Enhancement

10.7.3.16026

Eliminated the need of having to run CCA with elevated privileges in case the application is setup with elevated privileges.

Enhancement

10.7.3.16026

French translations updated.

Enhancement

10.7.0.15164

Introduced support for CRM Connector architecture.

Enhancement

10.7.0.15164

Addressed error in parsing a list of email addresses that caused the list to be incorrectly parsed when commas were part of the display name of an email address.

Fixed Issues

10.6

Microsoft .NET 4.0

  • Requires Microsoft .NET version 4.0, which is typically included within Windows 7 operating system and later.
  • Previous versions of the CCA required .NET version 2.0
  • Ensure your PC is up-to-date with .NET 4.0 before installing CCA 10.6
  • Download .NET 4.0 here.

Enhancement

10.6

Error Codes

  • Shows detailed descriptions about specific error codes, including troubleshooting steps.

Enhancement

10.6

Email

  • Can use multiple 'from' sender addresses as opposed to a single (global) email address. The 'from' email addresses are defined per queue (one per queue).
  • Includes the BBC field when sending email.

Enhancement

10.6

Enhanced Password Security

  • CCA 10.6 is compatible with newly added Enhanced Password Security options such as password length minimums, password expiry settings, password strength, etc.
  • Enhanced password security features are not enabled by default. Please refer to Security documentation for details and submit a request to utilize this service to your support@telax.com.

New Feature

10.5.3.14112

  • Addressed Refresh button in Phonebook resorting the data inappropriately.

Fixed Issues

10.5.3.14112

  • Addressed Busy-Other as the only available status if there are no custom activities defined.

Fixed Issues

10.5.3.14112

  • Account ID displayed. Agents can see the Account ID they are using after they have signed into the CCA.

Enhancements

10.5.3.14112

  • Improved caching. Classifications, the Phonebook (other than manual refreshes), caller ID options, and Custom Activities.

Enhancements

10.5.3.14112

  • Less dependency on Windows registry for storage of user updated information.

Enhancement

10.5.3.14112

  • CCA distinguishes between incoming and outgoing calls during conference calls.

Enhancement

10.5.3.14112

  • A Spanish version of the CCA is available.

Enhancement

10.5.3.14112

Signout button

  • Agents able to confirm that they have been signed out and given the option to close the program or return to the Login screen

New Feature

10.5.3.14112

Move to Available Confirmation

  • Agents will be asked if they are sure they want to move to Available if they select that option while in a call

New Feature

10.4.1.21

  • Addressed classification information not popping up for call backs while mandatory.

Fixed Issues.

10.4.1.21

  • Fixed Classification window prompt order.

Fixed Issues.

10.4.1.21

  • Addressed connection/disconnection event notifications not showing properly.

Fixed Issues.

10.4.1.21

  • Addressed unwanted icon behavior while using shrink feature, feature disabled during sign-in.

Fixed Issues.

10.4.1.21

  • Parties can be removed from conference calls.

Enhancements.

10.4.1.21

  • Logos and icons changed to match new brand.

Enhancements.

10.4.1.21

  • Improved overall accessibility (review entire version history).

Enhancements.

10.4.1.21

Multi-tasking

  • Agents can set their status to an activity which allows them to be available for incoming calls from queues. This allows metrics to be captured on different activities while agents remain available to answer calls.
  • Activities are customized and created within the Activities page of the Telax Administrator Portal.

New Feature

10.4.1.21

Email Park and Suspend

  • For accounts with email queuing, agents can park and suspend an email with the ability to return to it at a later date or set date.

New Feature

10.4.1.21

Outlook Integration

  • For accounts with email queuing, buttons have been added for [To], [Cc], and [Bcc] fields to select contacts from the Outlook address book.
  • The look and feel of the dialog box will be dictated by the Outlook email client.

New Feature

10.4.1.20

  • Hints during CCA startup not showing.

Fixed Issues.

10.4.1.20

  • Addressed disconnection/connection event notifications not showing properly.

Fixed Issues.

10.4.1.20

  • Addressed classification information not popping up for call backs while mandatory.

Fixed Issues.

10.4.1.20

  • Parties can be removed from conference calls.

Enhancement.

10.4.1.18

  • Changes were made to make the app more accessible and with regard to tab navigation.

Enhancement.

10.4.1.17

  • Changes to logos/icons to match new brand.

Enhancement.

10.4.1.15

  • Addressed issue of agent receiving two emails.

Fixed Issues.

10.4.1.15

  • Addressed issue of same email being assigned to multiple agents.

Fixed Issues.

10.4.1.15

  • Fixed Classification window prompt order.

Fixed Issues.

10.4.1.14

  • User Generated Task attachment fix.

Fixed Issues.

10.4.1.12

  • CCA appends a blank recipient (<>) when selecting recipients through the outlook directory or when terminating the list with "; " or ", " (comma followed by space). This will resolve the forwarding issue from the outlook directory.

Fixed Issues.

10.4.1.12

  • The content (or body part) of a user-defined task is now created in html format.

Enhancement.

10.4.1.12

  • Links will not open within the CCA itself, they will be shown in a separate browser window instead.
    Note that this is only when viewing an email – this is the window that is shown when an email gets resumed or assigned. Links are not clickable while the email is being composed.

Enhancement.

10.4.1.11

  • Outlook integration

Fixed Issues.

10.4.1.10

User Generated Tasks

  1. User created tasks with selectable due date, creates an email entry in suspended emails list. This entry can be used to compose an email with fields To, Subject, and Body, and attachments can also be included. In addition, there is a "channel" to help identify why the task is being created.
  2. Starting with this version:
      1. Channel field added (drop down list). If the list is empty (managed from the admin side), no channel dropdown will be shown (CCA will use "CCA" as channel internally).
      2. Subject line has been converted to a drop down list as well. If the list is empty (managed from the admin side), no subject dropdown will be shown (CCA will use "New Task" as subject internally)
      3. According to a configuration setting at the account level (managed by Telax), the destination can be limited to Suspended Emails only, Email queues only, or both. CCA will adjust the UI automatically, users only need to populate the fields as needed
      4. Classification information will not be mandatory
      5. There will be a confirmation message when trying to cancel the task creation.
      6. Status dropdown list for Release Mail window

New Feature!

10.4.1.10

Outlook Integration

  1. Outlook address book integrated into Telax email, buttons added for [To], [Cc], and [Bcc] fields to select contacts from Outlook address book. In the event of an error (outlook not installed, etc.), the button will move cursor and focus to the corresponding field box.
  2. CCA will be using functionality available in Outlook (opening the address book), look and feel of dialog box will be dictated by outlook.

New Feature!


Accessibility Feature Enhancements

Enhancement.

10.4.0.9

  • Length of notes in classification window is now configurable from server side (max value is 255).


10.4.0.7

  • Suspended email line in main view changed
    If wait time of oldest email > 24 hours, X days displayed. Agent's column always shows 1. Available agents column may show 1 or 0 (depending on the user's availability)


10.4.0.6

  • Open links within initial email view (Users can right click to get access to a context menu and open a link in a new window)


10.4.0.4

  • Default status changed from "Wrap-up" to "Available" when releasing an email


10.4.0.3

  • Drop down list controls on each screen to respond to voice command 'Drop List'


10.4.0.3

  • All dropdown list controls 'Alt + Down Arrow' shortcuts to open dropdown menus for use with 'Drop list' voice command


10.4.0.3

  • Visible cursor focus


10.4.0.3

  • Phonebook 'Search By' drop down list of search criteria


10.4.0.3

  • Intuitive tab order


10.4.0.3

  • Tool tips attached to each control item


10.4.0.1

-Tooltips re-worded to use fewer words: Dial Out Start Chat Join Chat
-Tooltips added to Status icon


10.4.0.1

  • Menu option short cuts added (including the main menu)


10.4.0.1

  • Dial Out Focus places cursor in dial out field


10.4.0.1

  • Chat, Dial Out, and Phonebook icons available by voice command


10.4.0.1

  • Toolbar focus on sign-in for ease of navigation through icons


10.4.0.1

Standard Agent Statuses: Busy – Other
* Now only clickable in the absence of custom activities

Enhancement.

10.4.0.1

Customizable Activities: Available Activity Codes
* Option added to define custom activity status as 'Available' or 'Accept Internal Calls'

Enhancement.

10.4.0.1

Call Classification
*Outbound call classification window will now appear (by default) at the end of call (when CCA switches to Wrap-up). In previous versions, the window shows as soon as CCA transitions to on-call.

Enhancement.