(14.3) Release Notes

Release Summary

This release introduces several significant features for recording solution to enhance system functionality and improve the user experience. This release primarily focuses on integrating the Expertflow voice recording solution with EF-CX and Cisco Contact Centers. The GUI now includes new columns such as Call Duration Display, Hold Timer, and Wrap-Up /Work-Codes, with these details synchronized from EF-CX to the voice recording solution. Another notable enhancement is the Call Listened Indicator. Users can customize their experience by adjusting the columns to their preferences. Additionally, they can search and filter recordings based on Hold Time, Call Duration, and Wrap-Up Codes, which improves the system’s overall usability and efficiency.

For Cisco, the newly introduced JTAPI-Connector Component now facilitates the correlation of multi-session calls. The solution now supports the recording of consult, consult-transfer, and consult-conference calls, with each call being recorded and stored as individual call legs. Additionally, performance improvements have been done to the Mixer component, enhancing the efficiency and smoothness of the Application for users.

This release introduces a Unified Recording Solution that supports both Cisco and EF-CX contact centers.

What's New

EF-CX

New Features	Description

New Features	Description
Call Duration	Call Duration column displays the total time of a call between the agent and the customer. The timer begins counting when the call rings at the Agent Desk. The total call duration is then shown in the Call Duration column. The call duration is displayed in hours, minutes, and seconds, following the format HH:MM:SS
Hold Time	Hold Time column displays the duration for which the agent placed the call on hold. When the agent presses the hold button, the timer starts counting the hold time. This duration also shows in hours, minutes, and seconds, using the format HH:MM:SS
Wrap-up Codes	Wrap-Up Codes column displays the wrap-up codes that the agent applied to the conversation. Also known as work codes, these codes summarize or indicate the end result of a call. Multiple codes are listed and separated by commas. Additionally, when hovering over the codes, a tooltip appears displaying all the codes
Call Listened Indicator	Call Listened Indicator is a new enhancement introduced in the system. When a user plays a specific recording, double blue ticks appear next to that recording. Recordings that have not been played will not display these double ticks. Additionally, once a recording has been played, hovering over the double ticks will reveal the name of the user who last accessed the recording.

Cisco

New Features	Description

New Features	Description
Consult Call Recording	The solution now supports the recording of consult calls. In this scenario, a customer contacts an agent available on Cisco, and the agent consults with another agent. After concluding the consultation, the original call with the customer is resumed. In such cases, four call legs are correlated and saved.
Consult Transfer Recording	The solution now supports the recording of consult transfer calls. In this scenario, a customer contacts an agent available on Cisco, who then consults with another agent. After the consultation, the first agent fully transfers the call to the consulted agent. In this case, four call legs are correlated and saved.
Consult Conference Recording	The solution now supports the recording of consult conference calls. In this scenario, a customer contacts an agent available on Cisco, who then consults with another agent. The first agent subsequently initiates a conference call, bringing both agents and the customer into the call. In this case, six call legs are correlated and saved.

Limitations

EF-CX

Summary	Description

Summary	Description
Hold call recording	The call is recorded while it is on hold
Recording Permissions	Currently, no recording permissions are implemented. Only administrators can access the recordings, and agents do not have access to them
Call Transfer	Recordings for Direct Transfer calls are not supported
Session Expiry	VRS Application session timeout is not configurable

Cisco

Summary	Description

Summary	Description
Duplicate Recordings	Currently, for agent-to-agent internal or consult calls, duplicate recordings are being saved in the application.
IVR Recording	The IVR is now recorded when an agent receiving a customer’s call makes a consult request on the queue.

Fixed Issues In This Release

Release Test Highlights for EF-CX

Tested With

This VRS release has been tested with ExpertFlow - CX 4.5.1
Calls have been tested using Free SWITCH extensions.
MicroSIP Phone has been used to dial DN.
Testing has been conducted on inbound, manual outbound, campaign outbound, hold/resume, and direct transfer (both on queue and to a named agent) calls.
VRS Application is tested on Google Chrome and Firefox only.

Not tested with

Consult, Consult Transfer, and Consult Conference calls are not Tested.
Load Test has not been conducted.

Release Test Highlights for Cisco

Tested With

The solution has been tested on both UCCX and UCCE platforms.
Calls have been tested with both Cisco IP Communicator and Cisco Jabber Devices.
Both direct and consult call transfers have been tested on queue and named agents.

Not tested with

Load Test has not been conducted.

Compatibility Guide

Click here to navigate to the compatibility guide