Release Summary
This is a major release that includes Caller List updated features and improvements. This Release is specially targeted to replace CBR in IAM.
What's New
User Management Integration with Supervisor Tools for UCCE
User Management is integrated into Supervisor Tools. This feature enables the user to log in on the Supervisor Tools app.
The user needs to provide his username and password and choose the login type,
- Active Directory: if it is a DB user
- Contact Center: if it is a contact center user (with Finesse credentials)
While logging in, the application authenticates the user via UMM and checks if a valid user exists for the specified login.
All Contact Center agents, supervisors, and admins are synced with the User Management Module. So they can log on to the application with their Finesse credentials or log in as a local DB user with local credentials.
User roles and permissions
Only the users who have the permissions can create, modify or remove:
- KPIs
- Caller Lists
- Easy Announcements and calendars
- Prompts
Redundant Deployment with Reverse Proxy
The application is deployed in HA so that when one instance of the app goes down, the other completely takes up the mastership.
The application should be accessible with a virtual IP so the failover from one instance to the other should be seamless.
From the IVR, if the active instance of the application goes down during the call, the failover to the other instance should be done immediately and seamlessly.
Caller List Time-To-Live should automatically delete caller from the list
This enables the application to automatically remove callers from a list if the time-to-live in the list for the caller is specified.
If the time-to-live is expired, the caller should be deleted from the list and from the Database automatically, while on the IVR, it should respond like the caller does not exist or caller not found.
The deleted customer should also not appear on the front-end as part of the caller list.
Clear Caller List to flush all callers from the lists
This is the capability to clear a caller list so that all caller records can be flushed from the caller list.
While clearing a list with a single button, the caller list should remain there in the system and only the callers in the list should be cleared or deleted.
Region name against the ANI
In the current implementation of CBR, we are using the region API. We just pass the customer number API returns the region name against the number. We required this API in the current supervisor tool as well.
Open Issues
| Issue Summary | JIRA Issue | Priority | Workaround |
|---|---|---|---|
| There is no permission related to caller list CSV upload | EAP-10580 - Getting issue details... STATUS | MINOR | Assign "Caller: All operations" for a Supervisor or Agent to upload callers in the caller list Planned for the next release |
| While Uploading Prompts error message is displayed however the prompts is still uploaded | EAP-10574 - Getting issue details... STATUS | MINOR | An error message is displayed. Upon pressing close button prompt is still uploaded Planned for the next release |
| When any IVR API is called after a long delay then the first time the API responds in about 3000 ms | EAP-10542 - Getting issue details... STATUS | MINOR | Planned for the next release |
| The prompt file is uploaded in the wrong folder | EAP-10526 - Getting issue details... STATUS | MINOR | This happens when a folder is created inside another folder and prompts are uploaded Planned for the next release |
| Prompts disappear in this scenario | EAP-10524 - Getting issue details... STATUS | MINOR | Refresh the list Planned for the next release |
| When we click on add prompts button the list disappears | EAP-10521 - Getting issue details... STATUS | MINOR | After creating folder refresh list Planned for the next release |