Desktop Call Center Agent (.netCCA) Release Notes

Version History

Version	Notes	Category
14.3.2	Added support for TLS 1.3	Enhancement
14.3.2	Issue that caused some transfers of outbound calls to fail has been fixed.	Fixed Issue
14.2.0	Dynamic Signature for agent replies — Email Signature Email templates will have the ability to use variables so email signatures can be personalized by the Agent. CCA currently supports the following variables: %acctid% → account ID/client ID %sid% → session ID %uid% → username %cid% → call ID (incoming voice call) %ani% → ANI/org number (incoming voice call) %dnis% → DNIS/DST number (incoming voice call) %srvname% → queue name (incoming voice call) %extra% → queue information (as formatted by IVR, etc.) %did% → dial out ID (outgoing voice call) %destination% → destination number (outgoing voice call) There will be added support for the following variables in email templates: %agentfirstname% → Agent's first name (as defined in the Client Portal) %agentlastname% → Agent's last name (as defined in the Client Portal) %agentemailaddress% → Agent's email address (as defined in the Client Portal) %agentphonenumber% → Phone number the Agent uses to sign in Important: Variable names (e.g., %agentphonenumber%) are case sensitive. The CCA app will replace the variables with their corresponding values after downloading the template. The resulting template is cached until the user finishes composing the current email. This allows administrators to change email templates without requiring Agents to sign out and sign in again.	Enhancement
14.2.0	The IP Address field will no longer appear in the Agent CCA chat window. This is to ensure adherance to the GDPR regulartions of properly handling personal data.	Enhancement
14.2.0	Issue that caused text to appear cut off horizontally has been fixed.	Fixed Issue
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
14.0	Clipping issues in chat session view have been fixed.	Fixed Issue
14.0	Issues displaying the chat mode drop-down have been fixed.	Fixed Issue
14.0	Inability 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
12.9	Added support for call progress analysis events (CCA now receives more details about phone calls as they are originated and completed).	Enhancement
12.9	There is a new user experience to complete warm transfers and adding calls.	Enhancement
12.9	Agents can now switch audio between 1^st and 3^rd parties during a warm transfer or when adding a call.	Enhancement
12.9	Agents can now track the length of time the 1^st party is kept on hold while performing a warm transfer or adding a call.	Enhancement
12.9	An Agent can now receive alerts when the 1^st party has been kept on hold for too long (configurable per queue).	Enhancement
12.9	Screen pop ups can now be delayed (optional) until the CCA app goes to on-call.	Enhancement
12.9	The 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
12.7	The 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
12.7	Fixed bug related to localization.	Fixed Issue
12.7	Fixed a bug that caused classification information to not be a carrier from one agent to another when transferring incoming calls.	Fixed Issue
12.7	Fixed 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
12.7	Fixed 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
12.6	Added support for OKTA as identity provider (SSO).	Enhancement
12.6	Fixed a bug that could cause wait time for suspended emails to be displayed as a negative number.	Fixed Issue
12.6	Fixed 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
12.5	Added 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
12.5	The product version number is now sent when opening a session via SSO	Enhancement
12.5	Fixed a bug in the chat session that caused the chat drop-down menu to not be rendered in the correct size.	Fixed Issue
12.5	Fixed a bug that caused the Close chat session confirmation dialog box to not appear when closing a chat session.	Fixed Issue
12.5	Fixed a bug that caused the CCA to not transition to the ACW status for outbound voice queues.	Fixed Issue
12.5	Fixed a bug where the incorrect Caller ID was used with Add Call.	Fixed Issue
12.5	Fixed a bug that caused the General Stats form to appear behind the main window when Always on Top is enabled.	Fixed Issue
12.5	Fixed a potential bug that caused the Unhandled Exception dialog box to appear when session statistics were requested within an expired session	Fixed Issue
12.5	Fixed 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
12.4.40	Chat 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
12.4	All https traffic now uses either TLS 1.1 or TLS 1.2	Enhancement
12.4	New After-Call Work in-call status is now supported	New Feature
12.4	Fixed issue where certain emails that contained special characters in the name of the attachment were not handled correctly.	Fixed Issue
12.4	Fixed 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
12.4	Fixed issues with UI defects related to signing in using external identity providers.	Fixed Issue
12.0	Refreshed 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
11.9	Added various functions to support a future "Voicemail+" feature release.	Enhancement
11.9	Implemented functionality to support the future "Customer Journey" feature.	Enhancement
11.9	Added 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
11.9	CCA now supports Azure Active Directory SSO.	New Feature
11.9	Implemented server-side mechanism to enable/disable routing e-mails to queue. Also provides for e-mail release to a different queue, if enabled.	Enhancement
11.9	Fixed Issue wherein CCA would not remember a selected caller ID across sessions.	Fixed Issue
11.9	Added 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
11.8	Blocking 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
11.8	Decoupling the CCA Remote Control API and CRM Connectors. Now the Remote Control API does not depend on the existence of a CCA Desktop CRM Connector	Fixed Issue
11.8	Compatibility with the REST API Web Service's method that changes Agent Activity - allowing changes from code 36 (Other) to 16,17 and 34	Fixed Issue
11.8	Fixed issue relating to command line arguments not being honored by the CCA application	Fixed Issue
11.8	CRM Connector Framework Events: "Call Connected" now supports the sending of calling name, calling number, queue name, as well as agent's username and phone number	Enhancement
11.8	Support 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 Campaign	Enhancement
11.8	Support 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" status	Enhancement
11.8	Fixed Issue where a forwarded voicemail email would replace the vmail attachment with "ATT00001" file	Fixed Issue
11.8	Added 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 phone	Enhancement
11.8	Fixed Issue related to the handling of the color of idle queues	Fixed Issue
11.7	Agent can now specify caller ID information when transferring a call to a 3^rd party, or when adding a call to a conference call (similar to a dial out transaction).	Enhancement
11.7	Displaying 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
11.7	Additional enhancements to the Phonebook: re-introducing searching and sorting per column.	Enhancement
11.7	Bug: 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
11.6.11.18059	Chat Interaction window - configurable - push into focus upon new chat session is presented AND / OR new chat message arrives	Enhancement
11.6.11.18059	incorrect messaging when clicking on "server status link"	Fixed Issue
11.6.11.18059	Fixed issue preventing auto update (if configured) from executing	Fixed Issue
11.6.11.18059	Improper display of filename for attachments in email viewer	Fixed Issue
11.6.11.18059	Add 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 request	Enhancement
11.6.11.18059	Support for Email Templates per team & per queue filtering	Enhancement
11.6.11.18059	"unhandled exception" error when composing emails	Fixed Issue
11.6.11.18059	intermittent chat message dropping	Fixed 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 campaign	Enhancement
11.6.7.18012	Addition of DNIS (Dialed Number Identification Service) parameter to CRM Connector ringing (new call) event	Enhancement
11.6.7.18012	Addition of "Seconds on Hold", "Date of Cal" & "Duration of Call" parameters to CRM Connector "Call disconnected" event	Enhancement
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 active	Fixed Issues
11.6.7.18012	Bugfix - Errors being presented when attempting to "add call" - IVR	Fixed Issues
11.6.7.18012	CRM Connector Logging (local logfile) enhancements	Enhancement
11.6.7.18012	Bugfix - Unhandled exception on the Phonebook Logged Agents when Dial option press with no agent selected	Fixed 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 clipboard	Enhancement
11.6.7.18012	New Agent status of "Not Available" (can only be set by system, not Agent user)	Enhancement
11.6.7.18012	User 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 desktop	Enhancement
11.5.0.17170	Compatibility with HTML formatted Email Templates	Enhancement
11.5.0.17167	Compatibility 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 accordingly	Enhancement
11.5.0.17164	Fixed issue where, when enabled for the account, the Call Center Agent (CCA) auto update did not execute	Fixed Issues
11.5.0.17145	Addition of Secondary IVR option in the "Add Call" function	Enhancement
11.5.0.17144	Fixed issue where the Agent status was kept as "busy chatting" in the cloud when the Call Center Agent (CCA) shows "Busy - Wrapup"	Fixed Issues
11.5.0.17117	Change of the "phone number" field to "extension to match the field's designated purpose	Enhancement
11.5.0.17110	Deprecation of the no longer used "mail" menu item in the "options" menu	N/A
11.5.0.17110	Support for Mobile Number field in Phonebook entries	Enhancement
11.4.0.17083	Support for SMS in chat - interaction history	Enhancement
11.4.0.17078	Support for CCA Remote Control API method for setting outbound Caller name and number	Enhancement
11.4.0.17062	Fixed issue relating to consistent raising of the "agent signed in" event in the CRM Connector Framework	Fixes Issues
11.4.0.17054	Support 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 Account	Enhancement
11.4.0.17033	Support for Windows Desktop notification when new work items are presented to an agent	Enhancement
11.4.0.17013	Support for users composing emails from new "compose email" menu and add of font styling controls to email composer	Enhancement
11.4.0.17011	Support for spellcheck in email composer	Enhancement
11.4.0.17010	Support for chat messaging spellcheck	Enhancement
11.3.3.17006	Support for password reset with "mycontactcenter.net" account model	Enhancement
11.3.3.17004	Support display of the customer's first name for chat messages (if collected in chat session) - if no first name is present, nickname will be used	Enhancement
11.3.3.17004	Support 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 used	Enhancement
11.3.3.17003	Introduction of new stealth chat function to allow the user to decide to or not to send typing in progress notification	Enhancement
11.3.3.17003	Fixed issue related to "stop typing" notifications not being sent consistently for chat conversations	Fixes Issues
11.3.2.16363	Support for remembering the previous selection in the phone-book when selecting the phonebook for making a call or transferring a call	Enhancement
11.3.2.16358	Fixed 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 lock	Fixes Issues
11.3.1.16288	Fixed intermittent issue relating to display naming of email attachments to ensure the filename of the attachment appears properly.	Fixes Issues
11.3.0.16277	Support 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 clipboard	Enhancement
11.3.0.16274	Support for display of Customer Collected information in chat sessions	Enhancement
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 3^rd 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 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. Starting with this version: 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). 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) 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 Classification information will not be mandatory There will be a confirmation message when trying to cancel the task creation. Status dropdown list for Release Mail window	New Feature!
10.4.1.10	Outlook Integration 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. 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.