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Version: 9.2.27 1 / 62

Incompatibilities

Earlier Releases

Incompatibilities of earlier releases of MyContactCenter do apply.

Wallboards

The useable functions in wallboards have changed significantly to simplify the creation of for-mulas. Therefore all formulas become incompatible to earlier versions. Formulasmust beadjusted as no transfer of old formulas to new formulas takes place.

Licenses

All licenses of versions prior to version 9 are not longer useable. Youmust request a new setof licenses from your reseller BEFORE upgrading an existing and licensedMyContactCenter system.

Version: 9.2.27 2 / 62

ReadmemyCC Version 9.2.27

(c) ilogixx GmbH 2007 - 2019

Version: 9.2.27 3 / 62

Incompatibilities 1

Readme 2

Realtime statistics 11

Licensing 11

Reporting 11

Agent Layout Module 11

Copy settings 11

Agent layout and settings 11

Monitoring Data base 12

Boiler plates as Templates 12

Conversation signal pop-up 12

Skip agents in escalation 12

Wallboard elements 12

SMTP and POP settings 13

SMTP and POP authentication and certificates 13

Conversations not rejected when out of business hours reached 13

Email and fax supervison 13

Parking emails 14

Conversation intrusion 14

Wallboard text and table colors 14

Routing groups 14

Version 9.1.1 15

Fixed: Server wizard fails 15

Improved: Agent trace 15

Version 9.1.2 16

Fixed: Agent shows two used lineswhenmanual dialing 16

Fixed: Blind call transfer uses two lines 16

Fixed: Manual created emails can’t be edited 16

Improvement: Agent tracing 16

Version 9.1.3 17

Fixed:When agent is saved the agent’s conversation states are set to inactive 17

Fixed: If campaign is closed, ACDs are removed from transfer module 17

Version: 9.2.27 4 / 62

Fixed: Agent shows two used lines in blind call transfer 17

Fixed: Tip for server connection showswrong info 17

Fixed: Statistics not written properly in blind call transfer 17

Fixed: Outbound Skills column in agent list is empty 17

Fixed: Attached data not written properly after call transfer 18

Fixed: Changing skill / language / profile groups lets agent display unchanged 18

Fixed: Transferring a call back removes the call fromMyContactCenter 18

Fixed: Maintenance stored procedure not written to database 18

Improvement: Virtual queuing per queue 18

Improvement: Agent can add attached data 18

Improvement: Campaign field names translations 18

Improvement: Phone number suppress state 19

Improvement: Dispatch options in conversations list context module 19

Version 9.1.4 20

Fixed: Installers fail if .Net Version is higher than 4.6.2 20

Version 9.1.5 21

Improvement: Campaign cache settings 21

Improvement: Integration of Nipo Interviewing System 21

Version 9.1.6 22

Fixed: Show signaling POPUP option ismissing 22

Fixed:When Admin saves a logged on agent, conversation state is reset 22

Fixed: No actions possible POPUP appears in wrong situation 22

Fixed: Small memory leak in agent and wallboard 22

Fixed: Agent list in admin not updated properly 22

Fixed: Not possible to configure amaintenance scheduler 22

Fixed: Global E-Mail user name and password not used 23

Fixed: Comments in E-Mails are added again when e-mail is parked 23

Fixed: NextOpenDate function returnswrong value 23

Fixed: Saving Administrator fromAD removes settings 23

Fixed: Virtual calls do not become VIP calls 23

Fixed: Increase priority of virtual calls not working 23

Fixed:Wallboard designs not shown in administration 23

Version: 9.2.27 5 / 62

Fixed:Wrong culture used for report runner 23

Fixed: Boiler plate editor does not use spellchecker 24

Fixed: The isAbandoned column not set properly for campaign calls 24

Fixed: GetNumberOfCalls function always returns 0 24

Fixed: Agent layout copy, export and import fails 24

Fixed: Skill visibilities are shownwrongly in administration 25

Fixed: Saving inactive groups leaves groupswithout agents 25

Fixed: Routing groups not synchronized to standby 25

Fixed: On offline standby systems duplicate statistics entries occur 25

Fixed: Syncingmaster and standby leaves duration columnswith wrong values 25

Fixed: Forced log-off does not store layout and no POP-UP shown 25

Improvement: Abort a manual dial 25

Improvement: Hide data source selector on active campaigns 26

Improvement: Add attached data 26

Improvement: Scheduled report export with separator option 26

Improvement: Option added to hide private conversations from agent 26

Improvement: Previewing a store web chat should show data in status bar 26

Improvement: Column information in contact datamapping is translated 26

Improvement: Virtual queuing per queue introduced 26

Improvement: Agents phone number suppress state stored in profile 27

Version 9.1.7 28

Fixed: On specific systems a pay by use system becomes inactive 28

Version 9.2.0 29

Fixed: Creating amanual e-mails does not show boiler plates 29

Fixed: Creating amanual e-mails does not use the subject given 29

Fixed: System can’t be activated 29

Fixed: Synchronizingmaster and standby leaves agents list empty 29

Fixed: Not all table views in agent are effected by agent profile 29

Fixed: Master recovers to active 29

Fixed: Boilerplates are not filtered in agent 29

Fixed: Log off agent when no activity possible not used 30

Fixed: Report runner always shown in German 30

Version: 9.2.27 6 / 62

Fixed: Admin profile does not allow for report design and report runner 30

Fixed: Limited administrator can’t select agents or skills for reports 30

Improvement: Meaningful message when adding licenses 30

Improvement: Usability improved for e-mail handling 30

Improvement: PostgreSQL support for ticketing database 30

Improvement: ACD hub extended 31

Improvement: Unregister reasons available in tracking tables 31

Improvement: Mark and dial with additional applications 31

Improvement: MyContactCenter usesUTC only 31

Improvement: Recording of manual outbound calls 31

Improvement: Ongoing recording of a call proceeded after transfer 31

Improvement: Findmodule 32

Version 9.2.1 33

Fixed: Report header shows date in UTC 33

Fixed: Scheduled reports calculate wrong start and end times 33

Fixed: Last activity display not correct 33

Fixed:When upgrading to 9.x Systems, statistics occasionally are not transferredproperly 33

Fixed: Private call not created 33

Fixed: Digital indicators are not shown on the wallboard 33

Improved: If client looses connection to PBX a POP-UP is shown 34

Improved: Scheduled reports supports time zones 34

Version 9.2.2 35

Fixed: Signaling POP-UP not shown for call back calls 35

Improved: Swyx 11 supported 35

Improved:Wallboard can be shown topmost 35

Improved: Nipo hangup in client terminates call immediately 35

Improved: Multiple parallel campaigns supported 35

Version 9.2.3 36

Fixed: Rejecting a call terminates it 36

Fixed: Negative durationswritten to database 36

Fixed:Wrong durationswritten to database 36

Version: 9.2.27 7 / 62

Fixed: Skip escalation for special activity fails 36

Version 9.2.4 37

Fixed:Wrong agent tracking data 37

Version 9.2.5 38

Improved: French added to available UI languages 38

Improved: Sizes of Reply and original email editors are preserved 38

Fixed: Error activities should skip agents in escalation 38

Fixed: Signaling POP-UP does not show yellow button for call back 38

Fixed: Signaling POP-UP option not working 38

Fixed: Signaling POP-UP does not reject call backs 38

Fixed: Attached data not available in call back 39

Fixed: SLA betweenWallboard and Report differs 39

Fixed: Report header showswrong dates 39

Fixed: Option any classification permitted always true 39

Version 9.2.6 40

Fixed: Softphone does not relogin after PBX restart 40

Fixed: Memory Leak introduced into PBX 40

Version 9.2.7 41

Fixed: Closing the agent leaves the process running 41

Fixed: Personal greeting files not shown properly in administration 41

Version 9.2.8 42

Improved: Report components bind to expressions 42

Version 9.2.9 43

Fixed: Force feed not working for second conversation 43

Fixed: Set state not working when used in PBX script 43

Fixed: Report parameters not stored 43

Fixed: Transferred emails does not have added comments 43

Improvement: Counters in ACD/Campaign overview updates faster 43

Version 9.2.10 44

Fixed: Administrator profiles are not stored properly 44

Fixed: Restricted administrator profiles showsACDs anyway 44

Fixed: Default template added only once 44

Version: 9.2.27 8 / 62

Improvement: French installers 44

Improvement: Number of attachments indicated in e-mail editor 44

Improvement: Control recording with hot-key 44

Improvement: Record button added in task bar andmainmenu bar 45

Improvement: Control recording in agent script 45

Version 9.2.11 46

Fixed: In some scenarios only one ACD is shownwhen using Admin Profiles 46

Fixed: In Nipo campaigns agent call finishmessage not used properly 46

Fixed: Forced log off not working 46

Improvement: Related conversation ID for forced log off - forced pause 46

Improvement: Idle state used for agents 46

Version 9.2.12 47

Fixed: Scheduled reports show wrong times 47

Fixed: In scheduled reports parameters are not used properly 47

Fixed: Scheduled reports not always created 47

Fixed: E-Mail without authentication 47

Improvement: Introduced STARTTLS support for SMTP and POP 47

Improvement: Wrong number detection 47

Version 9.2.13 48

Fixed: All recordings deleted in any case 48

Improved: For Nipo campaigns the abandoned state is written as state 89 48

Version 9.2.15 49

Fixed: Agent logoff sets calls to NoAgentAvailable 49

Fixed: Agent script not compiled successfully 49

Fixed: Agent table view not restored properly 49

Improved: Swedish added asUI language 49

Improved: Export of data possible 49

Version 9.2.16 50

Fixed: Nipo agent unavailablemessage no ACK 50

Version 9.2.17 51

Fixed: Some agent messages not send 51

Fixed:Wallboard time filter not on UTC 51

Version: 9.2.27 9 / 62

Improved: CS and COsend in onemessage block 51

Version 9.2.18 52

Fixed: Sometimesmessages are acknowledged too late 52

Version 9.2.19 53

Fixed: Releasingmedia stream takes too long 53

Fixed: Chat form disappear when parallel phone call is terminated 53

Version 9.2.20 54

Improvement: Nipo campaignswith media streaming 54

Fixed: Handle count increases permanently when using campaigns 54

Version 9.2.21 55

Improvement: Recording controlled byNipo 55

Improvement: Recording service added 55

Fixed: Function VirtualQueueAt useswrong time zone 55

Fixed: Memory usage increases over time 55

Fixed: Iconsmissing in e-mail editor 55

Fixed: Editing appointments showswrong times 55

Version 9.2.22 56

Fixed: Toomany acknowledge e-mails send 56

Version 9.2.23 57

Fixed: Ticket TAGmissing in automatic email replies 57

Version 9.2.24 58

Fixed: Multiple e-mail transfers fail 58

Version 9.2.25 59

Fixed: Report labels not formatted according format string 59

Fixed: Highlight and dial 59

Fixed: Agent qualifications not used properly in escalationmechanism 59

Fixed: GDPR export without conversation target number in campaigns 59

Fixed: Summary function in diagram inside reports not working 59

Improved: In forced activity a pop-up is shown 59

Version 9.2.26 60

Fixed: Best match filters not used in web chat 60

Fixed: Ticket history disappears in web chat 60

Version: 9.2.27 10 / 62

Fixed: Supervisor report has empty parameters 60

Fixed: Classifier pop-up shown too late 60

Fixed: If chat comments are used, chats are not stored to the database 60

Fixed: Recording files started from soft-phone disappear 60

Fixed: Postgres database not used properly 61

Improved: Layout is saved every time it is changed 61

Version 9.2.27 62

Fixed: Translationsmissing 62

Fixed: No call pick POP-UP shown to wrong agent 62

Fixed: Group byweek in report showswrong date 62

Fixed: On language group changes, agent is not updated 62

Fixed: On profile group changes, agent is not updated 62

Improved: Qualification in reports 62

Improvement: Spell checking on historical chats 62

Version: 9.2.27 11 / 62

Realtime statisticsRealtime statistics are not longer bound to an agent or to an acd / campaign. Two new real-time statistics elements are introduced to simplify wallboard and performance indicator cre-ation.

LicensingLicensing has significantly changed to enableMyContactCenter to be used in small envir-onments and scale up to hundreds of agents.

Also introduced is the pay-by-usemode. In thismode no upfront payment for licenses isneeded and the customer pays on amonthly base the amount of usedMyContactCentermodules. The licensingmodule hands over the usage data regularly to the ilogixxGmbHlicense database. The usage data do not contain any personal data from agents and is sendencrypted vie https.

ReportingA new powerful reporting engine is introduced to version 9 of MyContactCenter. With thisintroduction the existing reporting with crystal reports is depreciated. It is still available fortransferring the depreciated reports to the new reporting engine. It is no warranty given, thatthe depreciated reports will show accurate data.

Agent Layout ModuleA new permission is introduced to permit / forbid the reset layout and layout module. Withthis the layout of agents can bemade static.

Copy settingsIt is made possible to copy settings from acd, campaign, agent, language group, skill group,agent profile to one or many elements of the same type. So you can configure one acd foryour needs and copy the settings tomany others in one step.

Agent layout and settingsIt is possible to copy the layout of an agent to many others in one step. Additionally it is pos-sible to export the layout to a file. The exported layout can be imported to other agents onthe same server or another one.

Version: 9.2.27 12 / 62

Monitoring Data baseA new database is introduced toMyContactCenter. This database stores all call recordings,e-mails and chats. In master standby scenarios it is highly recommended to use the samemonitoring database for master and standby. Please not that youmust not use the sameconfiguration database for master and standby.

Boiler plates as TemplatesThe template configuration for email, fax and chat has changed. Now the templates for dif-ferent auto reply situations are configured as a boiler plates instead of text per situation.With this the configuration ismuch quicker and easier to maintain.

Conversation signal pop-upIn case a conversation is presented to an agent a pop-up is shown, additionally to thetoaster message, a audio signal and the color indication on the appropriate accept button. Ifthe pop-up should be shown or not can be configured in the agents profile. Within the pop-up the conversation can be accepted or rejected.

Skip agents in escalationIf agents are unavailable due to an activity, they are taken into account in the delayed escal-ationmechanism. Now it is possible to define activities to not be taken into account and soskip these agents in delay escalationmechanism. This leads to amore powerful delay escal-ationmechanism.

Wallboard elementsNew wallboard elements are introduced to version 9 of MyContactCenter. So tables and dia-grams have the following argument options:

l Agent

l Conversation

l Alarm

l Skill

l Language

l Time

l Conversation type

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l Conversation state

l Histogram

That means, a diagram is possible that shows data for each agent, or each conversation oreach alarm, ....

Somuchmoremeaningful diagrams or tables can be used in the wallboard.

SMTP and POP settingsSMTP and POP settings are simplified. It is possible to define a default SMTP and POPserver ondMyContactCenter server level. These settings can be used in any other place ofMyContactCenter. Only the email addressmust be set. If needed all SMTP or POP settingscan be defined where ever the default settings do not fit.

SMTP and POP authentication and certificatesA new option is introduced to enable the acceptance of all certificates in SMTP / POP con-nections. Also the authentication without password is possible.

Conversations not rejected when out of business hoursreachedIf calls and web chats arrive within business hours but stay in state waiting until out of busi-ness hours are reached, they are rejected by default. An option on acd level is introduced toenable the keep conversations alive which keeps the conversations in state waiting even ifout of business hours is reached. Conversations arriving out of business hours are alwaysrejected.

Email and fax supervisonEmail and faxes can be supervised. An agent can be put into email supervisionmode. In thismode, all emails send from the agent are delivered to the supervisor for revision. The super-visor can comment on the email or fax to give the originating agent hints how to improve thereply to the customer. Once the supervisor decides that the email is OK, he will send it out onbehalf of the originating agent.

The comments given are stored along with the email itself in themonitoring database.

Version: 9.2.27 14 / 62

Parking emailsAn agent can park an email for working on it later. In case some information ismissing theagent can request that information and park the email. The email is parked even if the agenthas logged off. Next time the agent logges on, the parked emails aremarked again in the listof conversations.With a double click the agent can retrieve the email for working on it again.

Conversation intrusionConversation intrusion is possible for all types of conversation. For phone calls the integ-rated functions of SwyxWare are used with MyContactCenter agent. The intrusionmodeslisten, whisper and conference which are available for phone calls are available too for webchats. In case of web chats the supervisor can follow the chat feed between agent and cus-tomer. The supervisor can increase the level to whisper where the text send is only shown tothe agent and not to the customer. A further increase of the intrusion level will create a con-ference for that chat. In this situation the customer also can see everything the superior addsto the feed.

Intrusion of email is described here.

Wallboard text and table colorsIt is possible to change the background- or foreground color of a text element or a table cellin MyContactCenter wallboards.

Routing groupsA routing group contains one or more acds. If an acd belongs to a routing group, the routingdecisions aremade based on the total statistics of all members of that routing group. An acdcan bemember of maximumone routing group.

This is used to enable teams that handlemultiple acds to us one statistics to make decisions.So it is possible to have a longest idle routing over more than one acd. So an agent that hasanswered a conversation of and acd that ismember of the routing group is also the shortestidle for all other acds of that routing group.

If no routing groups are used in that type of scenario, the agent that has answered a callmight be the longest waiting for another acd and so receives immediately the next call.

Version: 9.2.27 15 / 62

Version 9.1.1Improvements and issues solved in version 9.1.1.

Fixed: Server wizard failsSporadically it may happen, that the server wizard does not process all sql statements. If thishappens theMyContactCenter server either does not start or does not function properly. Noindication is given from the wizard as sql server always returns a result that indicates suc-cessful execution of each sql statement.

Improved: Agent traceThe agent trace writes out informationmore separated per agent.

Version: 9.2.27 16 / 62


Fixed: Agent shows two used lines when manual dialingIn case an agent makes anmanual outgoing call within theMyContactCenter agent, the callismade but the agent shows two used lines.

Fixed: Blind call transfer uses two linesIn case an agent makes a blind call transfer within the SwyxWare agent, the transfer ismade but the agent shows two used lines.

Fixed: Manual created emails can’t be editedAn agent that has created amanual qualified email is not able to edit the email in the emaileditor.

Improvement: Agent tracingAgent tracing was improved to get better overview of agent actions.

Version: 9.2.27 17 / 62


Fixed: When agent is saved the agent’s conversation statesare set to inactiveIf a logged on agent has an ongoing call while the administrator saves changes to this agent,the line states are reset to inactive. The same is true for other conversation types.

Fixed: If campaign is closed, ACDs are removed from trans-fer moduleIf an agent has a campaign call and has opened the transfer module while the campaign isclosed, the ACDs are removed from the transfer module.

Fixed: Agent shows two used lines in blind call transferIn case an agent makes a blind call transfer within theMyContactCenter agent, the blind calltransfer is performed but the agent shows two used lines.

Fixed: Tip for server connection shows wrong infoIf an agent looses connection to theMyContactCenter server, the tip shown on the appro-priate icon is not updated to the new state.

Fixed: Statistics not written properly in blind call transferIf an agent performs successfully a blind call transfer, the agent is not used for writing stat-istics. So the blind call transfer has an empty agent column.

Fixed: Outbound Skills column in agent list is emptyIn the agent list within the agent, the outbound skill column is not populated.

Version: 9.2.27 18 / 62

Fixed: Attached data not written properly after call transferIf an agent performs successfully a call transfer, the conversation attached data are not writ-ten to the database.

Fixed: Changing skill / language / profile groups lets agentdisplay unchangedIf an administrator changes a skill / language / profile group, the agent display within admin-istration is not updated as expected.

Fixed: Transferring a call back removes the call fromMyContactCenterIf an agent performs a call transfer of a call back, the call is removed fromMyContactCenterserver but conversation goes on.

Fixed: Maintenance stored procedure not written to data-baseOn new installs it might happen, that themaintenance stored procedure is not written to data-base.

Improvement: Virtual queuing per queueA new option is introduced to the SwyxWare ECR script to enable a per queue virtualqueuingmechanism. The added function is found in the RegisterEx3 function which hasadditional parameters skill and language. If this function is used, ACD.AddSkill andACD.Languagemust not be used in the SwyxWare ECR script.

This behavior ismade the default behavior in the ECR template script.

Improvement: Agent can add attached dataAn agent has the option to add attached data to an ongoing conversation.

Improvement: Campaign field names translationsThe campaign field names are translated in the campaign contact configurations tab.

Version: 9.2.27 19 / 62

Improvement: Phone number suppress stateThe phone number suppress state is saved to the database and state is restored when log-ging on.

Improvement: Dispatch options in conversations list contextmoduleIf in supervisor or administration a conversation should be dispatched from the con-versations list, themenu shows also entries to target that are not reachable and ends in ter-minating the dispatched conversation.

Version: 9.2.27 20 / 62


Fixed: Installers fail if .Net Version is higher than 4.6.2On systems having .Net 4.7 or later installed, the installers request to install .Net 4.6.2. andcan’t be proceeded.

Version: 9.2.27 21 / 62


Improvement: Campaign cache settingsThe campaign’s cache is configurable per campaign as an absolute value or a dynamicvalue dependent on the amount of logged in agents in the campaign.

Improvement: Integration of Nipo Interviewing SystemOnCampaigns a new Datasource Type is introduced to connect myCC predictive dialercampaigns to the Nipo interviewing system.

Version: 9.2.27 22 / 62


Fixed: Show signaling POPUP option is missingThe signalling POPUP is not shown on the user interface and so can’t be configured.

Fixed: When Admin saves a logged on agent, conversationstate is resetIf a logged on agent having an ongoing conversation while being saved from the admin-istrator, the agents line states a reset to idle and the state of the ongoing conversation is setto initialized.

This does not affect the handling of any conversation but shownwrong information in theagent.

Fixed: No actions possible POPUP appears in wrong situ-ationIf an agent having either no skill or no language set is closed immediately giving an inform-ation why the logoff happens. This POPUP and closing of the agent happenswhen theagent adds a new skill to his empty skill set or a new language to an empty language set.

Fixed: Small memory leak in agent and wallboardEach time an agent logges intomyCC and logs off later on, a small unnecessary amount ofmemory is still consumed in the server.

Fixed: Agent list in admin not updated properlyIn the administration’s agent list the skill and language columns are not updated immediatelywhen adding or deleting a skill or language group.

Fixed: Not possible to configure a maintenance schedulerIn themyCC server configuration it is not possible to add appointments to themaintenancescheduler.

Version: 9.2.27 23 / 62

Fixed: Global E-Mail user name and password not usedIn case of incomplete e-mail configuration on ACD level amissing user name or password isnot used from the global e-mail settings.

Fixed: Comments in E-Mails are added again when e-mail isparkedIf an agent pars an e-mail that has comments, thes comments are added again when the e-mail is retrieved back from paring.

Fixed: NextOpenDate function returns wrong valueIn case the NextOpenDate function is called for an ACD in certain situations a wrong valueis returned.

Fixed: Saving Administrator from AD removes settingsHaving added an Administrator from AD and reopen the configuration and save these againwill reset the configuration of name and domain.

Fixed: Virtual calls do not become VIP callsVirtual queued calls are not forced to be a VIP in case ACD is configured to do so.

Fixed: Increase priority of virtual calls not workingIf an ACD is configured to increase the priority of call by time, this has no effect on virtualqueued calls.

Fixed: Wallboard designs not shown in administrationAfter reports are created from report designs the wallboard designs are no longer shown inmyCC administration.

Fixed: Wrong culture used for report runnerIf in agent or administration a report runner is used (not the report designer), the cultureused is not set according the culture settings of the agent or the administration.

Version: 9.2.27 24 / 62

Fixed: Boiler plate editor does not use spellcheckerWhen editing boiler plates all text ismarked as error because the spell checker does notwork properly in the editor.

Fixed: The isAbandoned column not set properly for cam-paign callsThe isAbandoned column of the ConversationTrackingStatistics Tabel is not set correctly incase of predicitve dialer calls.

Fixed: GetNumberOfCalls function always returns 0TheGetNumberOfCalls function returns always 0 as result.

Fixed: Agent layout copy, export and import failsIn some cases it happens that the agent layout can’t be copied to other agents. The same istrue for layouts that should be imported from an export file. If it is still not possible to copy lay-outs after having applied this patch, youmust reset all layouts in the database.

To get all layouts reset the following SQLmust be run against theMyContactCenter data-base:

update agents set ChartLayout=null,

ControlsLayout=null,

LanguageSetControlLayout=null,

SkillSetControlLayout=null,

AgentsView=null,

AlarmsView=null,

CallerDataView=null,

PhonecallsView=null

Having done this, theMyContactCenter server must be restarted.

Version: 9.2.27 25 / 62

Fixed: Skill visibilities are shown wrongly in administrationIf an agent configuration is shown in administration and the effective profile should beshown, the skill visibilities are not shown as expected.

Fixed: Saving inactive groups leaves groups without agentsIf an administrator saves an inactive groups having agents, the group saves but the agentsare not added to that group.

Fixed: Routing groups not synchronized to standbyIf a standalone system is configured to bemaster - standby, after synchronizing the settingsthe routing groups aremissing on the standby.

Fixed: On offline standby systems duplicate statisticsentries occurIf a standby system is offline while themaster is active receiving calls, it happens that on arestart of the standby themissing statistics are added twice to the standby database.

Fixed: Syncing master and standby leaves duration columnswith wrong valuesIf a standby system is synchronized with itsmaster, the duration columns in statistics tablesare filled with wrong values..

Fixed: Forced log-off does not store layout and no POP-UPshownIf an agent is force logged off the current layout is not stored and no POP-UP is shown indic-ating that this log-off is expected.

Improvement: Abort a manual dialIf a manual dial is done inmyCC agent’s softphone, it is not possible to stop the dialing. Thisis now possible.

Version: 9.2.27 26 / 62

Improvement: Hide data source selector on active cam-paignsOn active campaigns it must not be possible to change the data source type.

Improvement: Add attached dataIt is made possible to agents to add attached data to a conversation.

Improvement: Scheduled report export with separator optionScheduled reports exporting to txt or csv have a new option to define the column separatorcharacter.

Improvement: Option added to hide private conversationsfrom agentThe agent profile has an added option to hide private conversation from agents.

Improvement: Previewing a store web chat should showdata in status barIn case a web chat is retrieved from data base and previewed, in the status bar relevantinformation should be available.

Improvement: Column information in contact data mappingis translatedThe datamapping in campaign configuration has an untranslated column description for thecampaigns fields.

Improvement: Virtual queuing per queue introducedUsing the new RegisterEX3method instead of RegisterEX2 in the PBX script makes it pos-sible to have virtual queued call per queue. RegisterEX2 enables for universal virtualqueued calls that are not queued per queue.

Version: 9.2.27 27 / 62

Improvement: Agents phone number suppress state storedin profileThe phone number suppress state is saved in the agents profile.

Version: 9.2.27 28 / 62


Fixed: On specific systems a pay by use system becomesinactiveSpecific systems in pay by use become inactive after some time because communication tothe license server fails.

Version: 9.2.27 29 / 62


Fixed: Creating a manual e-mails does not show boilerplatesCreating a private or qualified e-mail does not show boilerplates

Fixed: Creating a manual e-mails does not use the subjectgivenCreating a private or qualified e-mail does not use the given subject.

Fixed: System can’t be activatedOn some systems it is not possible to activate theMyContactCenter licenses.

Fixed: Synchronizing master and standby leaves agents listemptyIn case of synchronizing amast with a standby system, on the standby system no agents arelisted ion the admin console but they are synchronized correctly.

Fixed: Not all table views in agent are effected by agent pro-fileTables used in the soft phone, the alarmmodule and attached datamodule are not limitedby the agents permission profile.

Fixed: Master recovers to activeIn master standby systems a failedmaster recovers to active state but must recover to pass-ive state.

Fixed: Boilerplates are not filtered in agentIn e-mail editor or chat editor the boilerplates are not filtered for skills.

Version: 9.2.27 30 / 62

Fixed: Log off agent when no activity possible not usedIf the check box for logging off an agent when no activity is possible it makes no difference ifit is checked or not, the agent is logged off in any case.

Fixed: Report runner always shown in GermanReport runner is shown in German even on systemswith English language or if the agent oradministrator is configured to be in english.

Fixed: Admin profile does not allow for report design andreport runnerLimited administrators with report design or report run permitted does not have access tothe reports in admin console.

Fixed: Limited administrator can’t select agents or skills forreportsLimited administrators with report design or report run permitted can’t select agents andskills in report parameters.

Improvement: Meaningful message when adding licensesWhen licenses are added to theMyContactCenter system ameaningful message is shownin case of a wrong, invalid, existent or new license key.

Improvement: Usability improved for e-mail handlingA new e-mail editor is introduced whichmakes it much easier to handle e-mails.

Improvement: PostgreSQL support for ticketing databaseMyContactCenter systems do support from version 9.2.0 on the storage of call recordings,e-mails, faxes and chats in a postgreSQL database in addition to the support of MSSQLdatabase.

Version: 9.2.27 31 / 62

Improvement: ACD hub extendedIt is possible fromV9.2.0 on to retrieve the business hours calendar from theMyContactCenter server in iCalendar and vCalendar format to present it in any compatibleweb calendar. Additionally the holiday calendar can be retrieved aswell.

Improvement: Unregister reasons available in trackingtablesHaving the unregister reason a report based on these reasons is possible. e.g. if an e-mail ismarked as answered.

Improvement: Mark and dial with additional applicationsMark and dial works now additionally with Chrome, Firefox, Excel, Word. Many other applic-ationswill work too.

Improvement: MyContactCenter uses UTC onlyAll components of MyContactCenter are redesigned to use UTC only, so become inde-pendent of time zones. All displays that show dates present them in local time.With this it isconsistent to have a contact center the is spanned over different time zones.

Improvement: Recording of manual outbound callsIt is possible to recordmanually created outgoing calls that are created within theMyContactCenter agent. The options are the recording options defined on the cor-responding ACD.

Improvement: Ongoing recording of a call proceeded aftertransferIf a call is transferred while being recorded, the recording is proceeded automatically after acall transfer.

Version: 9.2.27 32 / 62

Improvement: Find moduleIf an agents searches the database for recordings, the look up defaults to recordings of theagent only. Supervisors or agents having the permission get all recordings of any agent.

Version: 9.2.27 33 / 62


Fixed: Report header shows date in UTCRunning reports using the default header, only the UTC dates are shown instead of localtime.

Fixed: Scheduled reports calculate wrong start and endtimesIf a scheduled report is configured to createmonthly reports, the start and end times are cal-culated wrong.

Fixed: Last activity display not correctThe last activity value is not shown properly in administration, agent and wallboard.

Fixed: When upgrading to 9.x Systems, statistics occa-sionally are not transferred properlyIf an upgrade to 9.x is done, in some cases it happens that the statistics data are not trans-ferred properly from the old data structure to the new structure.

Fixed: Private call not createdIf an endpoint is called that does not send back the alerting state, no private call is created.This can happen for mobile phones or conference services.

Fixed: Digital indicators are not shown on the wallboardIf the only gauge types used ion the wallboard are digital indicators, they are not shown onthe wallboard.

Version: 9.2.27 34 / 62

Improved: If client looses connection to PBX a POP-UP isshownIf the PBX connection is lost, a POP-UP is shown indicating this situation.

Improved: Scheduled reports supports time zonesIf a report is scheduled, the time zone can be selected for which the report should be cal-culated.

Version: 9.2.27 35 / 62


Fixed: Signaling POP-UP not shown for call back callsIf the signaling POP-UP is configured to be shown, the POP-UP does not come up for callback calls.

Improved: Swyx 11 supportedMyContactCenter can be used with Swyx 11.

Improved: Wallboard can be shown top mostMyContactCenter wallboard can be used as topmost window, so it is visible all the time andcan not be hidden by other windows.

Improved: Nipo hangup in client terminates call immediatelyIf Nipo is used (Version 3.09.0) users can select in Nipo client to terminate survey. In thiscaseMyContactCenter client hangs up the phone lines immeditaely.

Improved: Multiple parallel campaigns supportedIf Nipo is used (Version 3.09.0) users can select the Nipo survey theywant to log in, even ifthe agent is logged intomultiple campaigns.

Version: 9.2.27 36 / 62


Fixed: Rejecting a call terminates itIt happens, that a call is terminated while an agent rejects the call within the PBX softphone.

Fixed: Negative durations written to databaseIn rare cases a negative duration is written to the conversation statistics database tables.

Fixed: Wrong durations written to databaseIn specific cases a wrong duration (to short) is written to the conversation statistics databasetables when the system is update from an older version than version 9..

Fixed: Skip escalation for special activity failsIf the special activity “Tomany calls not handled” is reached the property skip in escalation isnot taken into account.

Version: 9.2.27 37 / 62


Fixed: Wrong agent tracking dataIn specific cases a wrong agent tracking data is written to the agent tracking statistics data-base table when the system is update from an older version than version 9.

Version: 9.2.27 38 / 62


Improved: French added to available UI languagesFrench is available as additional UI Language.

Improved: Sizes of Reply and original email editors are pre-servedIf in e-mail editor the reply editors size is changed, and though the size of the customer emaileditor, the sizes are preserved and restored the next time the e-mail editor is used. The sizeof the e-mail editor form is preserved too.

Fixed: Error activities should skip agents in escalationIf an agent is in an error activity the agent must not be used for escalation.

Fixed: Signaling POP-UP does not show yellow button forcall backIf a call back is signaled to an agent that uses the signaling POP-UP, in the POP-UP theaccept button is not yellow.

Fixed: Signaling POP-UP option not workingIf an agent tries to change the “Show Signaling Pop-Up” option, it always falls back to activ-ated.

Fixed: Signaling POP-UP does not reject call backsIf a call back is signaled to an agent that uses the signaling POP-UP, the call back is notrejected when the red reject button is clicked.

Version: 9.2.27 39 / 62

Fixed: Attached data not available in call backIf a call back generated from an inbound call having attached data is signaled to an agent ,the attached data are not available and are not shown to the agent.

Fixed: SLA betweenWallboard and Report differsIf an SLA is calculated based on a time span for calls being accepted, this SLA differs fromthe same SLA calculated in the reports.

Fixed: Report header shows wrong datesIf the header custom function is used, wrong start and end dates are shown.

Fixed: Option any classification permitted always trueIf on an ACD the option any classification permitted is disabled, it always comes back show-ing this option as enabled.

Version: 9.2.27 40 / 62


Fixed: Softphone does not relogin after PBX restartIf the PBX is not reachable and the softphones are logged off, the automatic relogin fails.

Fixed: Memory Leak introduced into PBXEach call made throughMyContactCenter leaves a small bunch of memory in the serverwhich ends in a restart of the PBX service.

Version: 9.2.27 41 / 62


Fixed: Closing the agent leaves the process runningIf the agent application is closed, it happens that the agent process keeps running and so theagent is still recognized as logged in.

Fixed: Personal greeting files not shown properly in admin-istrationThe personal greeting files of an agent are not shown properly in the administration console.

Version: 9.2.27 42 / 62


Improved: Report components bind to expressionsIn reports the components are bound to expressions rather to data directly. The newparadigm enables report authors to create reports in amuchmore flexible manner. A newexpression editor is introduced having code completion and error detection while typing toincrease speed of expression creation and to avoidmany types of errors in expressions dir-ectly.

Version: 9.2.27 43 / 62


Fixed: Force feed not working for second conversationIf an agent uses parallel conversations and force feed, the second conversation is not forcefeeded.

Fixed: Set state not working when used in PBX scriptIf the state of a call should be set to voicemail, announcement or others, from the ECRscript, this fails and no state change happens.

Fixed: Report parameters not storedIf reports are created from designs, the parameters configured for the reports are notstored.

Fixed: Transferred emails does not have added commentsIf an agent adds comments to an email and transfers the email to an ACD, the next agentthat works on the email does not have the original comments in the email.

Improvement: Counters in ACD/Campaign overviewupdates fasterIn administration the update of count columnswas slow.

Version: 9.2.27 44 / 62


Fixed: Administrator profiles are not stored properlyIn some cases it may happen that administrator profiles are not saved properly. The profileswill be empty after saving.

Fixed: Restricted administrator profiles shows ACDs any-wayIf a restricted administrator has the permission to show specific ACDs / campaigns, for thisadministrator all ACDs / campaigns are shown anyway.

Fixed: Default template added only onceIf an agent accepts an email, the default template is added to the email editor. If the email isrejected and accepted from another agent, the default template is not added even if theemail editor is empty.

Improvement: French installersInstallers themselves are available in french, wizards too.

Improvement: Number of attachments indicated in e-maileditorInside the e-mail editor, on the attachments panel, the number of attachments is shown.

Improvement: Control recording with hot-keyIt is possible to start, stop and proceed call recording by use of a hot-key.

Version: 9.2.27 45 / 62

Improvement: Record button added in task bar and mainmenu barFor easy access andmonitoring of call recordings, a record button is added in the task barand themainmenu bar. The button indicates ongoing recording in color red, while beinggraywhen no recording is done. Button is disabled if recording is not permitted.

Improvement: Control recording in agent scriptIt is possible to start, stop and proceed call recordings inside the agent script. The functionsused are:

StartCallRecording, starts or proceeds the call recording

StopCallRecording, stops the current call recording

CallRecordingState, returns True if recording is turned on, otherwise false

Version: 9.2.27 46 / 62


Fixed: In some scenarios only one ACD is shown whenusing Admin ProfilesIf a limited admin is configured with admin profiles it happens that only one ACD andCam-paign is shown but is configured for multiple ones.

Fixed: In Nipo campaigns agent call finish message notused properlyIf the call finishmessage is received fromNipo, the agent available flag is not used properlyand the agent stays unavailable but themessage has the flag available set.

Fixed: Forced log off not workingIf myCC is configured to log off agents if they do not pick conversations, the agent is notlogged off properly and log in again after a couple of seconds.

Improvement: Related conversation ID for forced log off -forced pauseIf an agent is forced to log off or to a pause, the related conversation’s id is written to data-base.

Improvement: Idle state used for agentsIf an agent is idle (available) this state is written as action to the agent tracking table. It is alsointroduced in the real time data as idle state. So the same functions like for wrapup are avail-able like IdleDuration, MaxIdleDuration, MinIdle, ...

Version: 9.2.27 47 / 62


Fixed: Scheduled reports show wrong timesIn scheduled reports, depending on the selected parameters, the shown times are wrong.

Fixed: In scheduled reports parameters are not used prop-erlyIn scheduled reports the parameters from amulti select lists are not used as expected. Thescheduled report uses always all elements instead of the selected ones.

Fixed: Scheduled reports not always createdIf reports are scheduled they are sometimes not created as expected.

Fixed: E-Mail without authenticationIn case amailbox is used for sending and retrieving e-mail that is configured to work withoutauthentication does not work. In case no user name or no password is given, the connectionis build up without authentication

Improvement: Introduced STARTTLS support for SMTP andPOPMail Servers using the STARTTLS transport layer security are now supported.

Improvement: Wrong number detectionIn campaigns the too long dialing, dial pending and initialized end in the disconnect reasonWrongNumber.

Version: 9.2.27 48 / 62


Fixed: All recordings deleted in any caseIf calls are recorded with myCC or the PBX soft phone, the created files containing therecordings are deleted in any case.

Improved: For Nipo campaigns the abandoned state is writ-ten as state 89In campaigns being connected to Nipo/Odin the abandoned calls are now written backwithresult code 89 instead of 28.

Version: 9.2.27 49 / 62


Fixed: Agent logoff sets calls to NoAgentAvailableIf an agent logs off myCC, calls in state initialized turn into state NoAgentAvailable and areterminated.

Fixed: Agent script not compiled successfullyIf an agent side script uses standard .NET assemblies the binding of those fails and thescript can’t be compiled and can’t be used.

Fixed: Agent table view not restored properlyIf an agent changes the layout of the agents table view and log in later again, the layout ofthe agent table is not restored.

Improved: Swedish added as UI languagemyCC is now available with Swedish user interface.

Improved: Export of data possibleIt is made possible to export any kind of conversations to disk. Call recordings are availabeasWAV files, e-mail and fax as EML files and web chat asRTF.

Version: 9.2.27 50 / 62


Fixed: Nipo agent unavailable message no ACKIn some cases it may happen, that the Agent Unavailablemessage fromNipo is not acknow-ledged as expected fromNipo server.

Version: 9.2.27 51 / 62


Fixed: Some agent messages not sendIn some situations it might happen, that specific agent messages are not delivered toagents. This leads to issueswith force feeding a call.

Fixed: Wallboard time filter not on UTCIf the special time filter is used in the wallboard, the filter acts with local time instead of UTC.

Improved: CS and CO send in one message blockTo avoid unnecessary delay between the CS and COmessages send to Nipo, they arepulled together to one singlemessage separated byCR as expected fromNipo.With thisthe delay between themessages is 0.

Version: 9.2.27 52 / 62


Fixed: Sometimes messages are acknowledged too lateIn some situations it might happen, that a NipoMessage is acknowledged too late. This hap-pens in case of cache refills with many new data contained in the Nipo reply.

Additionally some other Nipomessages are handled asynchronously to speed upmessagehandling performance.

Version: 9.2.27 53 / 62


Fixed: Releasing media stream takes too longUsing SwyxWare Client LineManager in Power Dialer mode ends in a slow release of theregisteredmedia streams. This leaves agents in status terminated for very long time.

Fixed: Chat form disappear when parallel phone call is ter-minatedUsing the parallel answering feature in MyContactCenter closes the window of an ongoingchat while a parallel phone call is terminated. The chat is still connected but can’t be used asthe window is closed.

Version: 9.2.27 54 / 62


Improvement: Nipo campaigns with media streamingIf a campaign is used for Nipo, themedia streamingmode is now available.

Fixed: Handle count increases permanently when usingcampaignsIf MyContactCenter server is used with campaigns, the handle count increases permanentlyand lets the server fail after some time.

Version: 9.2.27 55 / 62


Improvement: Recording controlled by NipoIn Nipo campaigns it is now possible to use start and stop recordingmarks in a Nipo inter-view to start and stopmyCC call recording.

Improvement: Recording service addedTomove the recording payload from themyCC server, the new recording service is intro-duced. This service is installed along with themyCC server from the server installer pack-age.

Fixed: Function VirtualQueueAt uses wrong time zoneIf the function VirtualQueueAt is used in PBX Scripts, the date is used in UTC instead oflocal time.

Fixed: Memory usage increases over timeThemyCC server 'smemory consumption increases over time.

Fixed: Icons missing in e-mail editorWhen an e-mail is answered inmyCC agent, the icons in the ribbonmenu aremissing.

Fixed: Editing appointments shows wrong timesWhen editing an appointment in any scheduler, the editor always shows start time 8:00 andend time 18:00, but the times are different in the scheduler.

Version: 9.2.27 56 / 62


Fixed: Too many acknowledge e-mails sendIn case the access to themonitoring database is disturbed and database can’t be accessed,each incomingmail that sends out an acknowledge email does this often. Resolves itselfwhen database access is corrected. Acknowledge email must only be send out once, inde-pendent if the database accessworks properly.

Version: 9.2.27 57 / 62


Fixed: Ticket TAGmissing in automatic email repliesIf an e-mail arrives tomyCC having a subject containing numbers without a ticket TAG, thenumbers are interpreted as ticket ID. If this ticket id exists no ticket tag is added to the sub-ject of the automatic generated reply.

Version: 9.2.27 58 / 62


Fixed: Multiple e-mail transfers failIf an e-mail is accepted by an agent and transferred to another agent, sometimes this e-mailisn't presented to the target agent. No dispatching from supervisors or administration is pos-sible on this specific e-mail.

Version: 9.2.27 59 / 62


Fixed: Report labels not formatted according format stringIf labels are used inside a report that present a date, the label does not use the formattingstring set for that label.

Fixed: Highlight and dialIf an entry is highlighted in any application and the appropriate hot-key for dialing is pressed,only in some cases the highlighted element is used to dial.

Fixed: Agent qualifications not used properly in escalationmechanismIf the distribution scheme is configured that way, that immediate escalation is used, the qual-ification of the responsible agents is not taken into account properly. Calls are delivered toagents that are not qualified best but they are presented to less qualified agents first, butalways according to the defined distributionmechanism.

Fixed: GDPR export without conversation target number incampaignsIf inside theGDPR module the result is exported to file, the file name does not contain thephone number in case of dialer calls.

Fixed: Summary function in diagram inside reports not work-ingWhen adding a diagram to a report and a summary function is used, the designer complainsabout incompatible values on axis and no summary function can be added.

Improved: In forced activity a pop-up is shownIf an agent is forced to an activity due to toomany conversationsmissed, a pop-up is shownthat indicates that the agent is inactive.

Version: 9.2.27 60 / 62


Fixed: Best match filters not used in web chatIn a web chat, the boiler plates are not reordered according their best match filter applied tothe received customer message.

Fixed: Ticket history disappears in web chatWeb chat shows the ticket history once. First time a customer message is received in theweb chat, the ticket history disapears.

Fixed: Supervisor report has empty parametersWhen a supervisor tries to run a report, the parameter lists for skill, language and agent areempty.

Fixed: Classifier pop-up shown too lateIf classifiers and post call handling is used simultaneously, the classifier pop-up is shownwhen the post call handling is terminated instead of being shown directly after starting postcall handling.

Fixed: If chat comments are used, chats are not stored to thedatabaseIn case a web chat has a comment added by an agent, the chat is entirely not stored in thedatabase.

Fixed: Recording files started from soft-phone disappearIf call recording is enabled and a recording is started from the SwyxWare softphone, therecording file is saved in themyCC recording database and removed from the file system.The file must not be removed andmust not be stored in theMyContactCenter recordingdatabase.

Version: 9.2.27 61 / 62

Fixed: Postgres database not used properlyIf the recording database is configured to use postgres, the recordings are not stored asexpected.

Improved: Layout is saved every time it is changedLayout is saved only when agent logs off. From this version on, every layout change isstored immediately in the agents profile.

Version: 9.2.27 62 / 62


Fixed: Translations missingIn the Report Designer translations aremissing.

Fixed: No call pick POP-UP shown to wrong agentIf any agent receives a no call pick activity, all logged in agents get the pop-up instead of onlythe specific agent.

Fixed: Group by week in report shows wrong dateIf a report is created which groups byweeks, the week date is calculated wrong.

Fixed: On language group changes, agent is not updatedIf a language group changes the language settings of an agent while the agent is logged on,the agents language list is not updated and responsible conversations are not shown prop-erly.

Fixed: On profile group changes, agent is not updatedIf a profile group changes profile settings of an agent while the agent is logged on, theagents profile is not updated properly.

Improved: Qualification in reportsIn Conversation reports the Skill- and Language-Qualification is available to report on.

Improvement: Spell checking on historical chatsIf an agent retrieves a historical chat, the contents is underlined with the wrong spelled indic-ator.

incompatibilities - swyx.seswyx.se/download/files/ilogixx/mycc/v.9/9.2.27/mcc_9.2.27-readm… ·...

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