RN/AgentDesktop/9.0.000.88 - Revision history

WikiSysop at 19:21, July 28, 2022

2022-07-28T19:21:04Z

WikiSysop at 13:30, June 29, 2022

2022-06-29T13:30:56Z

Matthew.west@genesys.com: Published

2021-11-04T19:28:20Z

Published

New page

{{ComponentRN
|ComponentId=acaca529-aedd-4820-8557-4966ab8490db
|JQL=labels = wwe-november-21
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2021-11-04
|Highlight=Create a voice interaction without a contact.
}}
{{Issue
|TicketNumber=GAPI-31381
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:[AWS, AZURE, PRIVATE]:When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history.
|LocalContent=When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history.
}}
{{Issue
|TicketNumber=GAPI-31333
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop can be configured to disable or delay the Not Ready state on the voice channel . Use the sipendpoint.disconnected.max-attempts-to-set-not-ready option to control this feature.
|LocalContent=For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.
}}
{{Issue
|TicketNumber=GAPI-30994
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:[AWS, AZURE, PRIVATE]:For environments using browser-based WebRTC, agents who are on a consultation call can now put the consultation call on hold when the main call is already on hold. Previously, the attempt to put the consultation call on hold failed after a timeout.
|LocalContent=For environments using browser-based WebRTC, agents who are on a consultation call can now put the consultation call on hold when the main call is already on hold. Previously, the attempt to put the consultation call on hold failed after a timeout.
}}
{{Issue
|TicketNumber=GAPI-30945
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. To enable this feature, configure the sipendpoint.disconnected.not-ready-reason option.
|LocalContent=For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.
}}
{{Issue
|TicketNumber=GAPI-30796
|IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
|Content=[WWE]:[AWS, AZURE, PRIVATE]:Agent can now use the *Processed By* filter in the *Interaction Search* view even if the agent type is excluded of the main *Team Communicator*. Previously, matching agents were not listed in the Interaction Search results.
|LocalContent=Agents can now use the '''Processed By''' filter in the '''Interaction Search''' view even if the agent type is excluded from the main '''Team Communicator'''. Previously, matching agents were not listed in the Interaction Search results.
}}
{{Issue
|TicketNumber=GAPI-29531
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=[WWE]:[AWS, AZURE]: Agent Desktop now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.[PRIVATE]:You can now configure Workspace to create an interaction record in the contact database even if Contact ID is not provided. Use the contact.ucs-interaction.voice.enable-create-without-contact option to enable this feature. For more information about configuring this feature, refer to "How do I work with an interaction with an unknown contact?" <LINK to 9.0 Agent Help as we did in 8.5.2>
|LocalContent=Agent Desktop now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.
|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|anchor=UnknownContact|display text=Interactions with unknown contacts}}
}}

@@ Line 40: / Line 40: @@
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
 |Content=[WWE]:[AWS, AZURE]: Agent Desktop now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.[PRIVATE]:You can now configure Workspace to create an interaction record in the contact database even if Contact ID is not provided. Use the contact.ucs-interaction.voice.enable-create-without-contact option to enable this feature. For more information about configuring this feature, refer to "How do I work with an interaction with an unknown contact?" &lt;LINK to 9.0 Agent Help as we did in 8.5.2&gt;
-|LocalContent=Agent Desktop now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.
+|LocalContent=Agent Desktop now provides the ability to create a voice interaction without a contact. To enable this feature, use the '''Enable History Record Creation for voice interaction without contact''' option in '''Contact''' '''Center Settings''' > '''Desktop Options''' > '''Voice'''.
-|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|anchor=UnknownContact|display text=Interactions with unknown contacts}}
+|SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|anchor=UnknownContact|display text=Interactions with unknown contacts}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voice_options}}
 }}

@@ Line 9: / Line 9: @@
 |TicketNumber=GAPI-31381
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
-|Content=[WWE]:[AWS, AZURE, PRIVATE]:When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history.
+|Content=[WWE]:[AWS, AZURE, PRIVATE]:When a Chat session includes a Chat conference, Agent Workspace no longer creates duplicates of the chat transcript in the interaction history.
-|LocalContent=When a Chat session includes a Chat conference, Agent Desktop no longer creates duplicates of the chat transcript in the interaction history.
+|LocalContent=When a Chat session includes a Chat conference, Agent Workspace no longer creates duplicates of the chat transcript in the interaction history.
 }}
 {{Issue
 |TicketNumber=GAPI-31333
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
-|Content=[WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop can be configured to disable or delay the Not Ready state on the voice channel . Use the sipendpoint.disconnected.max-attempts-to-set-not-ready option to control this feature.
+|Content=[WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Workspace now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Workspace can be configured to disable or delay the Not Ready state on the voice channel . Use the sipendpoint.disconnected.max-attempts-to-set-not-ready option to control this feature.
-|LocalContent=For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Desktop now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.
+|LocalContent=For environments that use Genesys Softphone in Connector Mode, when there is a disconnection, Agent Workspace now disables or delays the Not Ready state of the Voice channel in the event that the connection can be re-established quickly.
 }}
 {{Issue
@@ Line 27: / Line 27: @@
 |TicketNumber=GAPI-30945
 |IssueCategoryId=5c483167-c133-4dc5-87c0-bd2719670bc1
-|Content=[WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. To enable this feature, configure the sipendpoint.disconnected.not-ready-reason option.
+|Content=[WWE]:[AWS, AZURE]:For environments that use Genesys Softphone in Connector Mode, Agent Workspace can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.[PRIVATE]:For environments that use Genesys Softphone in Connector Mode, Agent Workspace can now be configured to display a reason when a call is disconnected. To enable this feature, configure the sipendpoint.disconnected.not-ready-reason option.
-|LocalContent=For environments that use Genesys Softphone in Connector Mode, Agent Desktop can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.
+|LocalContent=For environments that use Genesys Softphone in Connector Mode, Agent Workspace can now be configured to display a reason when a call is disconnected. Please contact Genesys to enable this feature.
 }}
 {{Issue
@@ Line 39: / Line 39: @@
 |TicketNumber=GAPI-29531
 |IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
-|Content=[WWE]:[AWS, AZURE]: Agent Desktop now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.[PRIVATE]:You can now configure Workspace to create an interaction record in the contact database even if Contact ID is not provided. Use the contact.ucs-interaction.voice.enable-create-without-contact option to enable this feature. For more information about configuring this feature, refer to "How do I work with an interaction with an unknown contact?" &lt;LINK to 9.0 Agent Help as we did in 8.5.2&gt;
+|Content=[WWE]:[AWS, AZURE]: Agent Workspace now provides the ability to create a voice interaction without a contact. Contact Genesys to enable this feature.[PRIVATE]:You can now configure Workspace to create an interaction record in the contact database even if Contact ID is not provided. Use the contact.ucs-interaction.voice.enable-create-without-contact option to enable this feature. For more information about configuring this feature, refer to "How do I work with an interaction with an unknown contact?" &lt;LINK to 9.0 Agent Help as we did in 8.5.2&gt;
-|LocalContent=Agent Desktop now provides the ability to create a voice interaction without a contact. To enable this feature, use the '''Enable History Record Creation for voice interaction without contact''' option in '''Contact''' '''Center Settings''' > '''Desktop Options''' > '''Voice'''.
+|LocalContent=Agent Workspace now provides the ability to create a voice interaction without a contact. To enable this feature, use the '''Enable History Record Creation for voice interaction without contact''' option in '''Contact''' '''Center Settings''' > '''Desktop Options''' > '''Voice'''.
 |SupportingDocumentation={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|anchor=UnknownContact|display text=Interactions with unknown contacts}} and {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Voice_options}}
 }}