Call Server
Drop calls and recall on Alternative numbers. Alternate numbers now get kicked out so the person cannot be called back for 72 hours.
Transfer to skill, 2nd agent rejecting call hangs up for first agent fix. When an agent transfers a call to a queue if the receiving agent rejects the call occasionally this would hang up the original call.
ACD Transfer THEN Put On Hold fix. During an ACD transfer if a user then put the call on hold this again would occasionally cause the call to hang up.
System Abandon result code not applied to abandon calls. Default inbound result code was being applied.
Recording length negative value on cold agent transfer. Hold time was always being subtracted from recording length so when a call is cloned during a transfer that time was being subtracted from the length of the recording.
IVR Routing Bug No Route On Digit. If a customer had a node in an IVR menu which didn't go anywhere and the customer selected that node it would route to the hold IVR.
Wildcard function was failing. Inbound mapping wildcard matching improved.
Calls being tagged against the wrong ACD queue when abandoning. Inbound calls when transferred to an ACD skill would still be associated with the inbound queue when a transfer was abandoned.
Calls in queue, but not being presented to agents. Users call counters/wait counters on the acd queue were not being incremented when no calls were in queue meaning the longest waiting agent didn't always get the call.
Auto Increase To Predictive. When a progressive campaign has more than a set number of agents it will change to predictive. This is the inverse of the decrease to progressive feature.
Database
Dynamic Connection String Properties. Any connection string parameter can now be used in the config files.
Read Only Connection String Improvements. If connection to the read only DB fails, applications will revert back to the master connection string.
Lead Phone Index Eligibility. Index added for performance increase in eligibility.
Stats Updates Performance V2. Minor performance improvements by changing functions to CTE's instead of temp tables.
New Read Only Connection String. New feature.
Import Server
Rollbacks not removing from buffer. Previously we only en-forced the removal of the list, import server will now send a message to Call Server to make sure all records are purged from the buffer on rollback.
Inbound
Setting to not do last ditch lead creation. Global setting added to disable last ditch lead creation when an inbound call is not matched.
Emergency DNIS Routing. New feature.
Integration
Clicking info column header in Integration Audit page redirect failure. Integration audit page fixed.
IVR
Create Dynamic Property On Call IVR Element. Customers can now create their own properties on calls which they can use later e.g. comparison/branching.
Get Stat IVR Element. Customers can now get stats from any Campaign, Team, User, List & Queue for use in IVRs.
IVR Branch Element. New element to do more advanced comparison checking.
Create Lead Element. New element for creating a new lead.
Lead Lookup Element. New element for looking up a lead in the database.
Manager Portal
Time of playback recordings not matching fix. On the recordings playback page of the portal, the actual length of the call recording wasn't always matching up to the length of the call recording when the playback is called.
Recording Playback length fix. When using the length header to filter to the greatest length, it would only show recordings up to 59m:59s and not call recordings at 1 hour long.
Record history UI bug fix. - Version: 2.18.8.1. UI Issue when modifying the size of the fields in manager portal.
Zip Tones Showing Full Path. We now check the path in application configuration before displaying files which would not be available to play in Mercury.
API Import Mapping Page improvements. Performance fixes.
Stop coaching button previously removed when agent coached in break/returns from break. Buttons in coaching page should now display correctly and update when a user changes into statuses such as break and logs back into the system.
Audit page missing dashboard entries. Dashboard changes now audited in the audit page.
Call recordings linked from Import API History previously were not found. Button from Import API History to playback page fixed, this was navigating to an incorrect path.
Report tabs unresponsive unless centre text clicked. Tabs can now be clicked on the whole tab.
Bug with tabs on campaign page of CTU page. Tabs can now be clicked on the whole tab.
Record history page issue. Long running requests cause the page to become out of sync.
Files Downloading As WAV not MP3. File extension updated to be correct, the file was converted to MP3 but file extension was incorrect.
Record History Export. Dates were not being formatted to the locale selected on the settings page.
Manager Portal - Admin
Skills Page UI Update. Improvements to the Skills page including multi select and filtering.
Auto List Properties In IVR. Command Element now has an auto complete feature for values which can be used.
Inactive result code can be used to Auto Disposition. Inactive result codes removed from Auto Disposition selection.
Re-Add SMTP Settings Into Settings Page. Customer SMTP details added into the settings page, these will be used for reports and for scripting. If these are not populated we will use Application Configuration.
Saving targets error. Fix for toast message when saving targets.
Options in Settings disappearing when saving. Fix for settings page UI issue when saving.
Settings toast error and validation quirk. Fix for settings page UI issue validation toast.
Change to tagging in the inbound number section did not take affect after being saved. Fix for saving tags on inbound numbers.
Payment API Request element allowed negative value in timeout field. Negative values not allowed on time out element in IVR.
Invalid Callback error. Infinite Spinner and console error. Fix for callback manager page.
Callback Manager postpone errors. Fix for callback manager page.
Tabs and user errors in CTU. Clicking on the 3rd tab when editing a campaign and then clicking on a user would result in a blank editor panel.
Manager Portal - BI
BI Result code chart missing legend, Result code list not pulling data. BI widgets general fixes.
Custom Report data not populating Report Grid/List BI widgets. BI widgets general fixes.
Dashboards
Agents unable to view dashboard Improve Error Message. Better error message when agents are unable to view a dashboard due to it not being published.
Campaign refusing to change its type. Fix for a UI issue around decrease to progressive, in some dashboard pages the UI was not showing the correct campaign type.
Dashboard not correctly calculating man hours to work out percentages. Ring time added to session stats for manually placed calls.
System activity team filter non functional. Team ID added to Partial Call object so system activity can filter calls to that team.
Campaign Management widget issue. Unable to select campaign whilst editing campaign management.
Campaign Management dashboard issue. Previously unable to modify the campaign management dashboard.
Data Management
New Record Eligibility Query. New record eligibility query for the page which uses filter instead of case statements.
Ability to map to an inactive secondary table. Secondary table mapping to inactive tables fixed.
Import API list actions requires removal when max reached. Import API, post import actions only allow for a maximum number of templates as templates created once this is reached we hide the button so it does not give the impression of a bug.
List manager - Lost connection after some time. Ping timer was not pinging this page leading to Stats Server disconnecting the hub connection.
Lead Search and Edit - advanced search toast error. Supplier Name filter on this page fixed.
Lead Search and Edit - false delete lead toast message. Invalid toast message caused by server side exception fixed.
Reports
Reports were blank. Fix for custom reports when using duplicate secondary table fields.
Custom SQL Reports Dynamic Parameters. New feature.
Supplier Summary not returning results. SQL error in roll up function fix.
Custom Report error when adding common rule / group. Ambiguous columns such as list id & lead id on lead and history tables were causing issues during testing.
Custom report builder - Cannot use history field as criteria. History filter criteria added to custom reports.
Data fields breaking custom reports. Duplicate columns included in reports and then used as filter criteria would break custom reports.
Web Agent
Agent Payment Screen Styling. UI Improvements to the payment screen.
Scroll bar for favourite result codes. Favourite result codes now fit better in the agent panel and should no longer be squashed in.
Auto disposition reset on page refresh fix. When waiting on auto disposition, if a user refreshed the page the time would be out of sync.
Auto disposition during wrap should read "Remaining wrap time". UI update for auto disposition.
Web Agent Notes. Notes not saving when dispositioning via script.
Transferred call does not auto-wrap when moved back. When transferring a call to and from agents auto wrap would stop working.
Recalling spinner after setting callback via script. Fix for when using callback alternate number in scripting.
Hang up button skewed left on calling state. UI alignment issue in web agent when in calling state.
Post-Call result code icon missing. Icon re-added for post call action in agent UI.
Callback notes added to Callback Script not saving in DB. When setting a callback via scripting, notes were not being saved to the callback table.
Obscured Payment portal option in Web Agent. Validation causing UI issues in the payment screen.
Message Templating
Unable to clone email templates. Templates can now be cloned.
PCI DSS
Move Payment Manager Class To CS. DTMF digits are no longer passed to Agent Proxy removing the application from scope.
Secure Capture Digits. New IVR element which will prevent use in Text to Speech, No Logging and can only be accessed by the Payment Element in IVR.
Reporting
Occupancy Agent Detail other time improvement. When an agent takes calls from another campaign we ensure that this is not included in other time.
New Inbound Intraday Report. 15 minute inbound report break down.
Occupancy To Use now() on roll up. When an occupancy history entry does not have an end time we use now() allowing reports to be more accurate when users are currently logged in.
Various errors with Reports and Report Scheduler. Code refactor around report scheduler.
O Data use IN Queries. O data has been updated to use v4, this also includes the IN filter which should allow more entities to be passed for querying and prevent us hitting max URL length issues.
Various report errors Version 2.18.8.4. Fix for # of Persons to Success & Calls to Success consistency in conditional formatting.
More Stats On Inbound Report. Agent Count, Timeout, and Handle Time columns added to inbound report.
Productive Rate over 100%. Improved stats daily averages function to include new occupancy functions.
Double check primary keys. Primary key constraints added to report tables.
List report returning errors in Calls to Success/Person to Success columns. Fix for errors on list report.
Custom / System scheduler returns failure to retrieve records error. Now have to call .Execute function following upgrade of O data.
StatsHourlySession Rewrite To Accommodate Occupancy History Being Inserted at Login. Call Server as of 2.18 inserted the occupancy history entry at user log in, this function required a change because of that.
Agent attendance report - wrong start time. Fixed an issue where an agent would login to 'Campaign A', but only ever take calls on 'Campaign B'.
Agent Attendance Report Discrepancies. Fix for users appearing in the break report but not the Agent Attendance report.
Report Roll Ups Only Delete Current Day. Stats Updates performance fix.
Fix stats daily users. Syntax issue fixes following changes to only delete current date in stats updates.
Schedule Server
Reports Blank when being sent by Scheduler. If a user has created a report schedule and someone attempts to make that user inactive a dialog box will notify them.
Report Scheduling. Agent Status report was also having issue when being scheduled when a user was not in a selected team.
Scripting
Improve Logging Scripting. Improvements to logging for better investigation into potential issues.
Omni-channel Scripting into Master. Performance fixes which were done in omni-channel for scripting have been back ported into the main product.
Increase Notes Box Scripting to 2K. Request from a customer to allow the notes character input amount to be increased.
Disposition via script error. Fix for issue when sending emails.
Rules not applying to grouping in Scripts. Fix for rules not working in scripting.
