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Release Notes

Owned by Former user (Deleted)
Last updated: Aug 08, 2024 by QA Team
2 min read

 

Release Summary

This release introduces several significant features to enhance system functionality and improve the user experience. This release primarily focuses on integrating the Expertflow voice recording solution with EF-CX. 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.

This release is not tested with Cisco CCE/CCX. Refer to version 14.2 for deployment against CCE/CCX

 

What's New

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.

Limitations

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

Fixed Issues In this release

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 Open Issues

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Release Test Highlights

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

Compatibility Guide

Click here to navigate to the compatibility guide

 

 

 

 

 

 

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