release notes - clarity con · pdf filerelease notes rev o © 2016 ... with multiple...

RELEASE NOTES

CLARITY CONNECT

AUTHOR Clarity Connect REVISION O

R E L EA SE NO TE S R E V O

© 2016 PROPRIETARY & CONFIDENTIAL 2 OF 36

CONTENTS INTRODUCTION ........................................................................................................................................... 3

SYSTEM REQUIREMENTS ......................................................................................................................... 3

REPORT AN ISSUE ..................................................................................................................................... 3

REQUEST AN ENHANCEMENT .................................................................................................................. 3

4.0.5 CUMULATIVE UPDATE (APRIL 2016) ............................................................................................... 4

4.0.4 CUMULATIVE UPDATE (MARCH 2016) ............................................................................................. 5

4.0.3 CUMULATIVE UPDATE (JANUARY 2016) ......................................................................................... 6

4.0.2 CUMULATIVE UPDATE ...................................................................................................................... 7

4.0.1 CUMULATIVE UPDATE (OCTOBER 2015) ........................................................................................ 8

4.0 RELEASE (SEPTEMBER 2015) ............................................................................................................. 9

3.2.12 CUMULATIVE UPDATE (JUNE 2016) ............................................................................................ 11

3.2.11 CUMULATIVE UPDATE (APRIL 2016) ........................................................................................... 12

3.2.10 CUMULATIVE UPDATE (MARCH 2016)......................................................................................... 13

3.2.9 CUMULATIVE UPDATE (JANUARY 2016) ....................................................................................... 14

3.2.8 CUMULATIVE UPDATE .................................................................................................................... 15

3.2.7 CUMULATIVE UPDATE (OCTOBER 2015) ...................................................................................... 16

3.2.5 CUMULATIVE UPDATE (JULY 2015) ............................................................................................... 17

3.2.4 CUMULATIVE UPDATE (MAY 2015) ................................................................................................ 18

3.2.3 CUMULATIVE UPDATE (APRIL 2015) ............................................................................................. 19

3.2.2 CUMULATIVE UPDATE (FEBRUARY 2015) .................................................................................... 20

3.2.1 CUMULATIVE UPDATE (DECEMBER 2014) ................................................................................... 21

3.2 RELEASE (SEPTEMBER 2014) ........................................................................................................... 22

3.1.12 CUMULATIVE UPDATE (JUNE 2016) ............................................................................................ 23

3.1.11 CUMULATIVE UPDATE (APRIL 2016) ........................................................................................... 24

3.1.10 CUMULATIVE UPDATE (MARCH 2016)......................................................................................... 25

3.1.9 CUMULATIVE UPDATE (JANUARY 2016) ....................................................................................... 26

3.1.8 CUMULATIVE UPDATE .................................................................................................................... 27

3.1.7 CUMULATIVE UPDATE (OCTOBER 2015) ...................................................................................... 28

3.1.6 CUMULATIVE UPDATE (AUGUST 2015) ......................................................................................... 29

3.1.4 CUMULATIVE UPDATE (MAY 2015) ................................................................................................ 30

3.1.3 CUMULATIVE UPDATE (APRIL 2015) ............................................................................................. 31

3.1.2 CUMULATIVE UPDATE (FEBRUARY 2015) .................................................................................... 32

3.1.1 CUMULATIVE UPDATE (DECEMBER 2014) ................................................................................... 33

3.1 RELEASE (APRIL 2014) ....................................................................................................................... 34

REVISION HISTORY .................................................................................................................................. 35



INTRODUCTION

Clarity Connect is a customer care solution built exclusively for Microsoft Lync and Skype for Business.

SYSTEM REQUIREMENTS

See the System Requirements document for details.

REPORT AN ISSUE

To report an issue, contact Clarity Connect support via e-mail at [email protected], or log on to the support web portal at https://connectsupport.claritycon.com.

For immediate assistance, give us a call at 1.855.983.6368 or 1.312.863.3103.

REQUEST AN ENHANCEMENT

Request an enhancement via e-mail at [email protected], or log on to the support web portal at https://connectsupport.claritycon.com.

For additional details, see the Contacting Clarity Connect Support document.

mailto:[email protected]

https://connectsupport.claritycon.com/

mailto:[email protected]

https://connectsupport.claritycon.com/



4.0.5 CUMULATIVE UPDATE (APRIL 2016)

The 4.0.5 cumulative update includes all additions, changes, and fixes from prior 4.0.x cumulative updates as well as the following.

CHANGES

Clarity has improved Agent Console logging (Work Item 27025).

Clarity has improved the Metrics service’s ability to archive records (Work Item 27914).

FIXES

The following issues have been resolved.

Some message sessions were incorrectly excluded from reports (Work Item 27565).

The Transfer to Voicemail if No Agents Online function did not work (Work Item 27854).

Abandoned sessions were not pushed to the data warehouse (Work Item 27934).

The Agent Data Report failed with a server timeout when selecting a wide range of dates (Work Item 28064).

Clarity Connect was unable to authenticate to an integrated Salesforce instance after a Salesforce API update (Work Item 28188, 28222).

The Create button on the Groups page did not function properly (Work Item 28252).

DTMF tones originating from the caller on a direct outbound call were relayed back to the caller instead of to the agent (Work Item 28230).

General fixes and reliability improvements were made to Clarity Connect (Work Item 27998, 27943).



4.0.4 CUMULATIVE UPDATE (MARCH 2016)


FIXES


Message Router did not process unread e-mails in the order they were received if the connection to Exchange Web Services was lost for a period of time (Work Item 27622).

The Suspended menu remained on the Dashboard even after roles were modified so the user was no longer authorized to view it (Work Item 27851).

The SetScreenPopUrl node did not work correctly with URLs containing the ampersand (&) character (Work Item 27897).

This CU contains other fixes, including Work Item 27870.

Message Router did not route email sessions after applying the October CU (Work Item 27593).

General fixes and improvements were made to Clarity Connect (Work Item 27593, 28201).



4.0.3 CUMULATIVE UPDATE (JANUARY 2016)


FIXES


Reports returned no data when crossing or including a date in which Daylight Savings Time changed (Work Item 27326).

Business units and teams could be disabled while agents were still assigned to them (Work Item 27451).

If a remote instant message conversation was terminated but the audio conversation was still active, the entire session was dropped (Work Item 27618).

In the Agent Console, Your # Handled displayed as 0 when an agent was participating in an instant message session (Work Item 27684).

ETL processing stalled and took longer than expected (Work Item 27693).



4.0.2 CUMULATIVE UPDATE


FIXES


The Silent and Whisper buttons did not display on the Dashboard after a supervisor had been ejected from the call (Work Item 27458).

An X appeared on the Dashboard when an agent tried to accept a queued call through the Dashboard (Work Item 27336).

The agent list on the Rollup Queue disappeared after switching between Team and Queue views (Work Item 27330).

The Agent State Detail report did not properly import agent presence information (Work Item 27464).

Holidays could not be saved to calendars in some cases (Work Item 27028).

Teams could be saved without assigning a business unit, which caused ETL to fail (Work Item 27002).

An upgraded call flow containing a RunCustomCode node caused the Portal service to crash (Work Item 27067).

If a call flow contained a Microsoft Dynamics node, the first call of the day that went through that node failed (Work Item 26730).

The DoMath node failed when a + character was included in the GetLastDigits function (Work Item 27081).

Tool tip text displayed incorrectly for the Route to Agent By Name node (Work Item 27468).

The Show Hidden Templates icon on the Dashboard Templates page did not work in some cases (Work Item 27320).

Seconds were not displayed in the Last Updated column on the Call Diagnostics tab (Work Item 27560).

The Drain Direct Calls function and Age value on the System Status page did not work properly (Work Item 27594).

The Related Sessions tab on the Session Search page did not display any sessions (Work Item 27348).

The Agent Profiles page allowed administrators and supervisors to assign agents to any team, even if they were not authorized to do so (Work Item 27322).

Voice prompts re-recorded through the administrative website weren’t captured properly (Work Item 27308).

DTMF tones were not proxied on direct inbound calls (Work Item 27305).

The portal was unable to shut down a new session in some cases, which resulted in a stuck session (Work Item 27314).

Message Router could not handle multiple mailboxes on Office 365 (Work Item 27598).

Agents with no skill assignments received RONAs (Work Item 27447).

A call that received a RONA was not next in the queue in some cases (Work Item 27324).

Abandoned outbound proxy calls did not display a responding agent (Work Item 27312).

A Clarity Connect instance with multiple trusted application pools could not be loaded from the ConfigOverride table (Work Item 27462).

After performing a 2.5 to 3.2 upgrade, call flows could not be opened in some cases (Work Item 27067).

Some integration labels were incorrect (Work Item 27079, 27296).

Abandoned calls were marked as transferred in some cases (Work Item 27452).



4.0.1 CUMULATIVE UPDATE (OCTOBER 2015)

The 4.0.1 cumulative update includes changes and fixes to the 4.0 release.

CHANGES

Numerous improvements to Clarity Connect reports enhance their reliability, speed, and accuracy.

FIXES


Users were able to delete all message segments in a Message node, causing the node to fail during a call.

Agents received a RONA if they abandoned an IM session during ringing.

The Session Search page did not return any results if a plus sign (+) was included when searching by telephone number.

The Related Sessions tab on the Session Search page did not populate correctly when a telephone number included a plus sign (+).

Changes to the SSRS report path on the Report Configuration page did not take effect for up to 24 hours.



4.0 RELEASE (SEPTEMBER 2015)

The 4.0 release includes the latest additions, changes, and fixes from prior 3.2.x cumulative updates as well as the following.

ADDITIONS

A new Clarity Connect Dashboard allows for highly customizable metrics display, is accessible across multiple platforms (desktop, mobile, tablet, etc.), and provides a more detailed, user-friendly experience. The Silverlight Dashboard is still accessible, if preferred.

Microsoft Dynamics integration synchronizes with Clarity Connect to display customer information from the platform as either a screen pop or URL, allowing the agent to make intelligent routing decisions. Call information can then be pushed back to the Microsoft Dynamics platform.

In the Quick IVR Editor, the Dynamics Customer Lookup node and Salesforce Customer Lookup node query the selected third-party platform’s accounts and contacts to pull data into Clarity Connect, provide caller context via a screen pop or URL in the Agent Console window, and then push data back to the platform after the session has ended.

In the Quick IVR Editor, the Dynamics Advanced Lookup node and Salesforce Advanced Lookup node allow the user to build a custom query to pull information from the selected third-party platform. The query results can then be saved in a chosen location or as an extra item.

In the Quick IVR Editor, the Set Language node allows the user to select a text-to-speech voice and speech recognition engine that will be persisted for the duration of the call flow.

In the Quick IVR Editor, the RouteToAgentByName node allows the user to speak an agent’s name (or Microsoft Active Directory contact, if configured) and route to them directly via the Unified Messaging attendant.

In the Quick IVR Editor, the CheckUserPresence node identifies a user’s Skype for Business presence.

In the Quick IVR Editor, the Transfer node transfers a caller out of the callback workflow outside of the system.

In the Quick IVR Editor, the SetBlockRecording node blocks all recording for a session.

In the Quick IVR Editor, private mode can be enabled on a Prompt node. This pauses recordings within that node and resumes recording when the customer is transferred to the next node.

After requesting a callback and exiting the queue, a caller can change his or her mind and return to the queue.

A custom post-call survey can be configured using the Quick IVR Editor.

A new System Status page on the administrative website displays all portal instances and their status and call information.

A new Caller Context page on the administrative website displays as the Agent Console’s default screen pop.

The Transfer button works on desk phones.

Multiple queue hold music streams can be configured on a per queue basis.

Voice prompts and hold music can be updated by external parties or software.

An agent can be automatically moved out of manual After Call mode after a specified period of time.

Direct outbound calls display on the Dashboard.

Context values can be dynamically inserted into IM prompt messages and IM welcome messages.

SIP participants in an IM session can now request queue call backs (this is not supported in Web Gateway).

Customers can be notified they are next in line via queue hold messages.

Web Gateway sessions can now run through a Quick IVR call flow.

Screen pops can be overridden.



Users can customize messages sent to callers.

After Call mode can show as the agent’s Skype for Business presence.

On the Calendars page, the schedule for a particular day can be copied across other days of the week.

Critical configuration changes to the administrative website can be logged for tracking purposes.

Teams can be concealed or made visible on the Agent Teams page.

Additions to the Agent Rescue page allow users to control agent presence states and view agent modality and utilization.

Set Presence can be hidden for federated deployments where that functionality is not supported.

Teams and skill templates can now be edited for imported agents on the Agent Bulk Import page.

If enabled, the Take Call feature now allows the user to ignore the agent’s current allocation level.

CHANGES

Secure access will be provided via OAuth and Microsoft Active Directory. Forms authentication is no longer supported within the new Dashboard. It will still work with the administrative website, Agent Console, and Silverlight Dashboard, however.

Agents can now stop and start IM transcript recording from the Agent Console.

Agents can now stop and start IM transcript recording from the Agent Console.

IM prompts can be named, allowing for easier location and selection in the Agent Console.

IM transcripts can be purged after a set period of time.

Database connections can be more easily managed.

The Advanced Configuration Settings page offers additional search and sort fields.

Suspended and termed agents can be concealed on the Agent Profiles page.

Changes to the data warehouse structure make it easier to pull Clarity Connect data into other tools.

Historical report data populates within 20 minutes, allowing for near real-time reporting.

A session can be transferred to any of a contact’s URIs from the Agent Console.

A caller can automatically be forwarded out of queue hold after a specified period of time without the session being answered.

Start and Stop Hold messages can now be configured on a per queue basis.

In the Quick IVR Editor, the External Data Access node can now return multiple results from a query.

In the Quick IVR Editor, the Message node now supports multiple messages within a single node.

In the Quick IVR Editor, the Set Config node now supports {{ExtraItem}} variables.

The Incoming URI Call Flow Report now aggregates data in a more flexible way. Data is collected by call flow node and then broken down by incoming URI instead of by session. Because this report data cannot be migrated from 3.2 to 4.0, legacy data, while still present, will display an incoming URI of “UNKNOWN.”

Clarity Connect now requires only two trusted applications.

FIXES


Voice prompts were not handled correctly if they did not contain a trailing \.

Custom reports were not supported if they did not contain an AgentID parameter. Some call flow history lists were out of order.

The administrative website sometimes displayed incorrect information for forwarding settings.

Newly imported agents’ presence subscriptions could not be identified.

Ringing was included in session recordings.

Direct inbound calls received hold music instead of ringing.



3.2.12 CUMULATIVE UPDATE (JUNE 2016)


FIXES


Customer IDs were formatted incorrectly in the Agent Console and Session Search page if they contained too many characters (Work Item 28453).

General fixes and reliability improvements were made to the External Data node, which experienced issues with accepting and updating extra items and executing WCF queries for some service methods (Work Item 28438, 28339, 28340, 28400).

General fixes and reliability improvements were made to ETL (Work Item 28402, 28608).





CHANGES


FIXES



Clarity Connect was unable to authenticate to an integrated Salesforce instance after a Salesforce API update (Work Item 28188).


The Session Data Report displayed blank fields (Work Item 28186).

The Portal Status Retrieval occasionally timed out without completing (Work Item 28145).

Re-recorded voice prompts did not immediately take effect (Work Item 27927).

Message Router did not route email sessions after applying the October CU (Work Item 27593).

General fixes and reliability improvements were made to Clarity Connect (Work Item 28111).





FIXES


The Session Data report took a very long time to run (Work Item 27597).

The Session Data report did not display the correct information in some instances (Work Item 27769).

The Agent Data report excluded the last 24 hours (Work Item 27869).

The Agent Data report used incorrect AgentIDs in some cases (Work Item 27769).

The Agent Data report did not load after applying the January CU (Work Item 27877).

Message Router did not process unread e-mails in the order they were received if the connection to Exchange Web Services was lost for a period of time (Work Item 27622).

General fixes and improvements were made to databases (Work Item 27890).

General fixes and improvements were made to ETL (Work Item 27938, 27878).





FIXES



Some reports did not return accurate data when run within the same UTC date (Work Item 27588).

If a remote instant message conversation was terminated but the audio conversation was still active, the entire session was dropped (Work Item 27618).

The Node Report did not correctly report prompt nodes (Work Item 27659).



Message sessions were excluded when determining an agent’s status (Work Item 27600).





FIXES


The Node report displayed multiple rows per prompt option (Work Item 27556).

The Agent Data Report did not generate in some cases (Work Item 27531).



The Session Search page did not work properly (Work Item 27521).



The DoMath node failed when a + character was included in the GetLastDigits function (Work Item 27081).




DTMF tones were not proxied on direct inbound calls (Work Item 27305).

ETL failed while processing daily metrics (Work Item 27521).

The Portal service crashed in some cases (Work Item 27467).










ADDITIONS

The Message Router service can handle duplicate notifications from the same incoming e-mail address.

CHANGES

TranslateDidTelUriGeneratedSipForAC now applies to direct outbound dial sessions.

The sub-disposition menu now updates when a new disposition is selected on the Session Search Details page.

FIXES


Node-based reports' filter options displayed past revisions of call flow names, rather than only the name of the most recent revision.

The End Time drop-down menu on the AgentCall/HoursReport allowed the user to select an incorrect value, which broke the report.

Authorizations did not work correctly in the Session Data report.

Agents marked as excluded from reports were not excluded from the Agent Data report.

A bug in the Dashboard service-level agreement (SLA) logic allowed over 100% SLA for a queue.

Some message template updates failed or did not map to the correct template revision.

The Prompt Before Forwarding checkbox did not display the correct value when checked and then unchecked.

In rare cases, holidays did not save.

The Related Sessions tab on the Session Search page did not populate correctly when a telephone number included a plus sign (+).

Archived prompts were included in the drop-down menus on the Phone Hold Treatment tab.

The Queue and Master Settings pages sometimes displayed a full page of search results in addition to what the user actually searched for.

The Configurations page occasionally did not load properly.

Agents received a RONA and were placed into After Call mode after hanging up within the first few seconds of a call.

Placing a caller on hold after the customer had requested a callback caused the call to fail.

An agent’s IM session automatically terminated after the customer was on hold for a certain period of time.

Customers heard both ringing and hold music during a consult dial.

Transfers to agents failed for IM sessions.

If the oldest queued session was included in the callback workflow, newly available agents were not routed calls in the queue.

IsCallRandomlySelectedForRecording did not work for direct outbound calls.

If a queue’s name was preceded by a space character, invites to agents for calls from that queue had the potential to fail.

Requests to invite or consult with telephone URIs that didn’t contain a + character were not handled properly.



3.2.5 CUMULATIVE UPDATE (JULY 2015)


ADDITIONS

In the Quick IVR Editor, the DoMath node now has two new custom functions: Remove(BaseString,StringToRemove) and Replace(BaseString,StringToReplace,ReplacementString). Examples: Remove(‘{{CustomerID}}’,‘-’) and Replace(‘{{CreditCardNumber}}’,‘-’,‘ ’).

The customer’s telephone number and Lync address are now included in the welcome message an agent receives when accepting a session.

CHANGES

Nodes on the Diagnostics tab on the Session Search Call Details page now list in order.

When an extra item is saved, superfluous quotation marks in the extra item value are now automatically removed.

Clarity has improved Agent Console reliability for direct calls.

FIXES


The portal status query lagged as data accumulated. To prevent this, the span of agent metric data the query looks to has now been limited to one month.

Agent Console was not loading for certain agents in some scenarios.

Prompt input values containing # as a non-leading character were not recognized.

Voice prompts recorded via the administrative website were not saving properly.

A bug in the Dashboard service-level agreement (SLA) logic allowed over 100% SLA for a queue.

An unnecessary file was causing issues in certain customer environments.

The SetExtraItem node logged the entered value twice instead of the extra item key.

Duplicate extra item keys were added when a customer ran through multiple Quick IVR call flows. This caused other components to fail.

Prompt node options with a single wildcard character did not pass validation.

Disabled skills appeared in the list on the Agent Bulk Edit page.

DTMF inputs such as 123456 were not properly recognized when the * wildcard was used.

Customers could hear ringing during the Connect to Callback call flow.

Some new call flow nodes were not properly included in the data warehouse.

Supervisors trying to save an agent profile without a phone number were incorrectly told the number was a duplicate.

The Queue Edit and Queue Detail pages failed to load if a config setting was not understood.

The End Time drop-down menu on the AgentCall/HoursReport allowed the user to select an incorrect value, which broke the report.

Empty phone numbers caused the SetAgentPreference node to fail.

If a customer in a proxied audio session sent an instant message and the instance of Connect had instant messaging support disabled, the session would terminate.

If a caller was silent during a Prompt node that supported Interrupt and Voice Recognition, they sometimes were not given additional opportunities to speak, causing the session to go directly to the next default call flow node.



3.2.4 CUMULATIVE UPDATE (MAY 2015)


ADDITIONS

E-mail routing functionality supports OAuth, allowing it to be used with Microsoft Office 365.

CHANGES

The SYSTEM.CallerPhoneNumber property is now set to the end user's SIP URI in the Quick IVR call flow for an instant messaging session.

FIXES


Suspended agents were incorrectly prompted to enter an away reason code when returning from an Away Lync presence state.

When an additional agent was invited to an instant messaging session and the session was then transferred to that invited agent, the transfer failed.

Connect services may have accumulated unnecessary Lync presence subscriptions during periods of poor network performance if manual After Call mode was enabled.

ReEnqueued sessions occasionally appeared incorrectly as a New status on the Dashboard rather than a Queued status.

In a Quick IVR call flow, DTMF input to a Prompt node was interpreted prematurely if there was a shorter option that overlapped with the beginning of a longer one (e.g., 123 and 12345).

Instant messaging sessions were terminated unexpectedly when a supervisor that had been monitoring exited the session.

The Salesforce Advanced Lookup node in the Quick IVR Editor could not be saved after the user tried to validate the query. The call flow node had to be saved independently from the query validation.

The Edit page for queue IM hold forwarding displayed incorrect values for configuring if forwarding from queue hold was enabled while on the Details page.




The 3.2.3 cumulative update includes all additions, changes, and fixes from prior 3.2.x cumulative updates.

ADDITIONS

Transfers can be made directly from Lync desktop clients or hardware desk phones using the transfer button built into the phone or client rather than a transfer button specific to Connect. These can be performed either as attended (warm) or unattended (blind) transfers.

A new Call Details page appears in the Agent Console. This page includes all extra items saved to the database and a link to a configurable web page in a third-party application with more details on the caller or the subject of the call.

Support has been added for custom SQL Server Reporting Services (SSRS) reports without an AgentID parameter.

Accurate caller ID appears on agent desk phones during a direct outbound call proxied through Clarity Connect (this displays when the call connects).

CHANGES

For Prompt nodes in the Quick IVR Editor, # is now recognized as a DTMF character that can be entered using the phone keypad (pound key), rather than as a wildcard mask representing a spoken digit or non-DTMF digit. For example, if a Prompt node allows the input ???# and a caller enters 123# through the phone keypad, the text 123# will save to the configured extra item for that Prompt node. NOTE: If # is currently used as a mask in any Prompt node, change it to ?.

Rather than displaying only a user’s default Lync contact information, the Agent Console Transfer to Contact search now displays all contacts (e.g., work and mobile numbers, SIP and voicemail addresses) found by the search.

In addition to the setting names, the Set Config node now allows the use of extra items in values using the syntax {{ExtraItemName}}.

Updates to the Agent Call, Agent Data, Agent Hours, and Away Reason Code reports allow them to run more efficiently.

FIXES


An existing alert’s target changed itself unexpectedly when the Edit page was loaded.

The Total ASA column on the Interval Report calculated incorrectly.

Consult, invite, and transfer requests failed when directed to contacts configured as agents marked suspended.

The system deadlocked when retrieving data from the Agent Console.

The Lync extension pane was sent unexpectedly to non-agent contacts brought into a session.

Multiple Agent Status History records occurring within one minute were incorrectly treated as duplicates and filtered from Agent Status reports.

When additional Lync endpoints were created for a Clarity Connect instance, instant messages to the non-attendant endpoint unexpectedly displayed an extra placeholder endpoint in the customer’s conversation participants list.

Agents were displayed inaccurately in Direct Inbound or Direct Outbound status on the Dashboard rather than After Call status when in an after call period for a proxied direct call.

When a single call flow set an extra item multiple times, the second value occasionally did not save.



3.2.2 CUMULATIVE UPDATE (FEBRUARY 2015)


ADDITIONS

In the Quick IVR Editor, the Salesforce Advanced Query node allows a call flow to query custom objects in Salesforce.

In the Quick IVR Editor, the Coalesce node reads a CSV document from an extra item and allows the user to select the values it contains. It then selects the corresponding values from other CSV-formatted extra items.

In the Quick IVR Editor, the SetScreenPopURL node allows an IVR to set a specific URL for a website that will be loaded within the Agent Console as a screen pop.

In the Quick IVR Editor, the DoMath node performs calculations using extra items and/or some specific system-set values as input and selects the next call flow node based on whether the result is equal to, greater than, or less than a predetermined threshold.

In the Quick IVR Editor, the Set Requested or Required Agent nodes allow a call flow to identify a specific agent who is either required or preferred over all other agents when the call reaches the queue.

A new configuration setting allows incomplete or unanswered direct outbound calls for agents with Direct Call Proxy enabled to be included in the Your # Handled and Total AVs fields on the

Agent Console and Dashboard, if desired.

CHANGES

Clarity has improved handling of IVR abandons and disabled queues in the ETL process, which processes live data and moves it into the reporting database.

Clarity has improved logging and performance of some data access operations.

FIXES


A supervisor join failed if the supervisor’s Microsoft Active Directory display name contained a comma.

Caller ID displayed as “Clarity Connect” on desk phones for all direct inbound calls, regardless of the source.

When an agent with Direct Call Proxy enabled called another agent with Direct Call Proxy enabled, agents occasionally remained in Direct Inbound status even after the call had ended.

When the Connect agent profile SIP URI capitalization did not match the Microsoft Active Directory SIP URI capitalization, the agent received an error message upon signing into Lync stating, “You have reached the maximum number of computer devices allowed.”

Certain time zones displayed incorrectly on the Report Configuration page.

The Transfer to Contact search function displayed results for nonexistent users.

The abandon rate metric displayed a high negative value when the first call of the day queued.

Assigning the phone number of a terminated agent to another agent resulted in a confusing user experience.



3.2.1 CUMULATIVE UPDATE (DECEMBER 2014)

The 3.2.1 cumulative update includes additions, changes, and fixes to the 3.2 release.

ADDITIONS

GetAgentSessionInformation on the external web service allows the user to request information about an agent’s current session.

CHANGES

Clarity has improved Connect’s data access performance in high-volume environments.

The calculation for Your # Handled on the Agent Console now matches an agent’s call count on the Dashboard.

Clarity has improved the performance of the caching logic in the Agent Console web service.

Clarity has improved the general performance and reliability of the portal service, ETL service, and administrative website.

FIXES


Direct inbound calls were improperly routed for some agents.

Calls were incorrectly placed into a closed queue if the queue was set to Forward After Close with an empty forwarding SIP URI.

Pagination on the KPI Alert Configuration page on the administrative website was incorrect.

Several pages of the administrative website contained styling and display problems.

An incorrect value displayed on the AV Hold Details page on the administrative website.

The Agent Console registry file did not download correctly in some instances.



3.2 RELEASE (SEPTEMBER 2014)

The latest 3.2.x cumulative update includes all additions, changes, and fixes to the 3.2 release.

ADDITIONS

New e-mail routing functionality for Exchange 2013 natively routes e-mails to the Connect agent using skills-based routing. This allows agents to manage those message sessions using only Outlook.

Salesforce integration allows Quick IVR nodes to look up caller information, display Salesforce screen pops to the agent handling the session, and push session transcripts, recordings, and other information to the Salesforce ticket.

The Agent Bulk Import page on the administrative website allows the user to import new agent information from the Microsoft Active Directory and view a display indicator of which session search options are in effect.

The administrative website supports additional session context and integration items in Session Search.

The administrative website allows the user to disable reason codes entirely, disable individual session sub-dispositions, persist session integration and extra item context to the database, and show additional per-server portal diagnostic information.

Queue configuration supports separate SLAs per queue, dynamic extra items in synthesized hold text, configurable text-to-speech voice for hold messages per queue, and support for longer IM hold messages.

In the Quick IVR Editor, the Check Modality and Update Voice Prompt nodes support * wildcards in IM-based flow.

Prompt nodes now allow the user to select speech recognition engines for different languages. They also recognize strings of spoken numbers.

Users can configure a delay before routing sessions to non-primary skilled agents.

Clarity allows better handling of Lync outages around presence subscriptions and configurable modality routing priority.

If no agents are online, callers can be automatically forwarded to a queue’s forwarding URI.

CHANGES

Clarity has improved automatic failover in large deployments.

Users can now record voice prompts directly from the Voice Prompts page of the administrative

website.

Clarity Connect now employs an audible ring tone when performing various call control behaviors.

The Quick IVR Editor now supports dynamic extra item variables in Set ExtraItem Name and External Data queries. It also autocompletes those variable names and includes defaults for those encompassed in external data queries.



3.1.12 CUMULATIVE UPDATE (JUNE 2016)


FIXES


Customer IDs were formatted incorrectly in the Agent Console and Session Search page if they contained too many characters (Work Item 28453).

General fixes and reliability improvements were made to the External Data node, which experienced issues with accepting and updating extra items and executing WCF queries for some service methods (Work Item 28438, 28339, 28340, 28400).

General fixes and reliability improvements were made to ETL (Work Item 28402, 28608).





CHANGES


FIXES




The Session Data Report displayed blank fields (Work Item 28186).

The Session Data Report did not execute properly due to duplicate records (Work Item 27910).

The Agent Data Report displayed blank fields (Work Item 28184).

The Agent Console Web Service experienced an error when initialized (Work Item 28177).

The Portal Status Retrieval experienced a timeout (Work Item 28145).

General fixes and reliability improvements were made to Clarity Connect (Work Item 28111).





FIXES


The Session Data report took a very long time to run (Work Item 27597).

The Agent Data report excluded the last 24 hours (Work Item 27869).

The Agent Data report ran slowly when groups were present (Work Item 27876).

General fixes and improvements were made to databases (Work Item 27890).

General fixes and improvements were made to ETL (Work Item 27938, 27878).





FIXES



Some reports did not return accurate data when run within the same UTC date (Work Item 27588).

The Node Report did not correctly report prompt nodes (Work Item 27659).







FIXES


The Node report displayed multiple rows per prompt option (Work Item 27556).

The Agent Data Report did not generate in some cases (Work Item 27531).




The Session Search page did not work properly (Work Item 27521).









ETL failed while processing daily metrics (Work Item 27521).






FIXES


Agents marked as excluded from reports were not excluded from the Agent Data report.

Holidays occasionally did not save.

Agents received a RONA and were placed into After Call mode after hanging up within the first few seconds of a call.

Placing a caller on hold after the customer had requested a callback caused the call to fail.

Portions of the System Configurations page occasionally did not load and settings displayed a value of 0 when saving.

If the oldest queued session was included in the callback workflow, newly available agents were not routed calls in the queue.

IsCallRandomlySelectedForRecording did not work for direct outbound calls.



3.1.6 CUMULATIVE UPDATE (AUGUST 2015)


FIXES


Node-based reports' filter options displayed past revisions of call flow names, rather than only the name of the most recent revision.

When a voice prompt was recorded on the website, it saved to the wrong directory.

Supervisors trying to save an agent profile without a phone number were incorrectly told the number was a duplicate.

The Queue and Master Settings pages sometimes displayed a full page of search results in addition to what the user actually searched for.

Archived prompts were included in the drop-down menus on the Phone Hold Treatment tab.

A Prompt node could not be validated if it only included wildcards.

Disabled skills appeared on the Agent Bulk Edit page.

The portal status query lagged as data accumulated. To prevent this, the span of agent metric data the query looks to has now been limited to one month.

If a customer in a proxied audio session sent an instant message and the instance of Connect had instant messaging support disabled, the session would terminate.

Prompt nodes with Interrupt and Voice Recognition enabled sent the caller to the next default node after a silence timeout rather than letting the caller try again.

The Agent Console deadlocked for some agents.

The Prompt before Forwarding checkbox did not display the correct value when checked and then unchecked.



3.1.4 CUMULATIVE UPDATE (MAY 2015)


ADDITIONS

E-mail routing functionality supports OAuth, allowing it to be used with Microsoft Office 365.

CHANGES

The SYSTEM.CallerPhoneNumber property is now set to the end user's SIP URI in the Quick IVR call flow for an instant messaging session.

FIXES


Suspended agents were incorrectly prompted to enter an away reason code when returning from an Away status.

Connect services accumulated unnecessary presence subscriptions during periods of poor network performance.

ReEnqueued sessions occasionally appeared incorrectly as a New status rather than a Queued

status.





ADDITIONS

Support has been added for custom reports without an AgentID parameter.

CHANGES

Updates to the Agent Call, Agent Data, Agent Hours, and Away Reason Code reports allow them to run more efficiently.

Rather than displaying only a user’s default Lync contact information, the Agent Console Transfer to Contact search now displays all contacts (e.g., work and mobile numbers, SIP and voicemail addresses) found by the search.

FIXES


An existing alert’s target changed itself unexpectedly when the Edit page was loaded.

The Total ASA column on the Interval report calculated incorrectly.

Consult, Invite, and Transfer requests failed when directed to contacts configured as agents and marked suspended.

The system deadlocked when retrieving data from the Agent Console.

The Agent Console Lync extension pane sent unexpectedly to non-agent contacts brought into a session.

Multiple agent Status History records occurring within one minute were incorrectly treated as duplicates and filtered from Agent Status reports.



3.1.2 CUMULATIVE UPDATE (FEBRUARY 2015)


ADDITIONS

A new configuration setting allows incomplete or unanswered direct outbound calls for agents with Direct Call Proxy enabled to be included in the Your # Handled and Total AVs fields on the

Agent Console and Dashboard, if desired.

CHANGES

Clarity has improved handling of IVR abandons and disabled queues in the ETL.

Clarity has improved logging and performance of some data access operations.

FIXES


A supervisor join failed if the supervisor’s Microsoft Active Directory display name contained a comma.

Caller ID displayed as “Clarity Connect” on desk phones for all direct inbound calls, regardless of the source.

When an agent with Direct Call Proxy enabled called another agent with Direct Call Proxy enabled, agents occasionally remained in Direct Inbound status even after the call had ended.

When the Connect agent profile SIP URI capitalization did not match the Microsoft Active Directory SIP URI capitalization, the agent received an error message upon signing into Lync stating, “You have reached the maximum number of computer devices allowed.”

Certain time zones displayed incorrectly on the Report Configuration page.

The Transfer to Contact search function displayed results for nonexistent users.

The abandon rate metric displayed a high negative value while the first call of the day was queued.

Assigning the phone number of a terminated agent to another agent resulted in a confusing user experience.



3.1.1 CUMULATIVE UPDATE (DECEMBER 2014)

The 3.1.1 cumulative update includes additions, changes, and fixes to the 3.1 release.

ADDITIONS

GetAgentSessionInformation on the external web service allows the user to request information about an agent’s current session.

CHANGES

Clarity has improved Connect’s data access performance in high-volume environments.

The calculation for Your # Handled on the Agent Console now matches an agent’s call count on the Dashboard.

Clarity has improved the performance of the caching logic in the Agent Console web service.

Clarity has improved the general performance and reliability of the portal service, ETL service, and administrative website.

FIXES


Direct inbound calls were improperly routed for some agents.

Calls were incorrectly placed into a closed queue if the queue was set to Forward After Close with an empty forwarding SIP URI.

Pagination on the KPI Alert Configuration page on the administrative website was incorrect.

Several pages of the administrative website contained styling and display problems.

An incorrect value displayed on the AV Hold Details page on the administrative website.

The Agent Console registry file did not download correctly in some instances.



3.1 RELEASE (APRIL 2014)

The latest 3.1.x cumulative update includes all additions, changes, and fixes to the 3.1 release.

ADDITIONS

Modality escalation provides a seamless experience when escalating from an IM-only session to a full audio and instant messaging interaction.

Quick IVR support for IM allows Connect instant messages to go through the same Quick IVR call flows as audio calls and routes them using advanced business rules and interactions.

In the Quick IVR Editor, the External Access node allows the user to natively query WCF and HTTP web services and databases to later use the results in the call flow or persist for reporting. For longer requests, music and messages may be played in the background.

It is now possible to join Connect to an existing Lync conference to allow an agent to assist any Lync user.

Integration with Lync Web Access allows the user to initiate instant messaging or audio sessions that external anonymous users can join with all native functionality.

CHANGES

Enhanced instant messaging functionality now provides full support for consulting with and

inviting additional agents, Lync contacts, and queues.

Updated options for agents allows handling of multiple sessions. Each modality (instant

messaging, audio) occupies a specified percentage of the agent’s bandwidth. Agents may

continue taking sessions until fully utilized.

Users can now record voice prompts directly from the Voice Prompts page on the administrative

website.

Administrative website enhancements now feature search filtering on additional pages,

supplementary information and configurable options for queues, extra session search

parameters, added session detail information, and a user-friendly System Configuration page.

Updated reporting features include independent session tracking for time spent on instant

messaging versus audio, assorted bug fixes, and new Agent Data and Session Data reports,

allowing custom aggregation as needed.



REVISION HISTORY

REV DATE COMMENTS

A 5/15/15 Initial release.

B 7/6/15 Added TOC, introduction, system requirements, bug reporting, enhancement requests, additional releases, and updated formatting/language.

C 7/22/15 Added content for 3.2.5 cumulative update.

D 8/20/15 Added content for 3.1.6 cumulative update.

E 8/28/15 Added content for 4.0 release.

F 9/14/15 Added content on how 3.2 data displays in the 4.0 Incoming URI Call Flow Report.

G 9/28/15 Clarified take call function.

H 10/28/15 Added content for 3.1.7, 3.2.7, and 4.0.1 cumulative updates.

I 1/12/16 Added content for 3.1.8, 3.2.8, and 4.0.2 cumulative updates.

J 1/21/16 Added content for 3.1.9, 3.2.9, and 4.0.3 cumulative updates.

K 3/10/16 Added content for 3.1.10, 3.2.10, and 4.0.4 cumulative updates.

L 4/28/16 Added content for 3.1.11, 3.2.11, and 4.0.5 cumulative updates.

M 5/17/16 Added content for 3.1.12, 3.2.12, and 4.0.6 cumulative updates.

N 6/2/16 Changed 3.1.12, 3.2.12, and 4.0.6 cumulative updates from May to June.

O 6/7/16 Removed 4.0.6 cumulative update.

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