Phonon Central release notes provide information on changes, improvements, and issues resolved in each release.

Latest Release Deployment Dates:

Coming Soon

• Outbound Dialer Reports: New & Updated Dialer Call Detailed Report & Agent Summary Report

• ✨ Something new is being brewed

• WhatsApp Feature Enhancement

v1.93.2

Released on Feb-29, 2024 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

REAL-212: Agents' status now updates to "Available" after call disposal, resolving potential issues with agents stuck in the "Wrapping Up" state. Additionally, a force-logout function restores agents' status to "Available" for efficient management.

REAL-211: This release brings a fix to the round-robin mode in queue call distribution. Agents are now prioritized based on the oldest "last acquired time" of the call enhancing efficiency and ensuring fair distribution of calls within the system.

NOTIF-31: CPU load management was improved by shifting from parallel to sequential processing in order to enhance efficiency.

NOTIF-59: An improvement to the API log table involves the addition of an account ID as a new variable or column, thereby enhancing the visibility of data.

v1.93.1

Released on Feb-22, 2024 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

NOTIF-332: A technical enhancement has been implemented to improve SMS delivery status updating and enhance bulk operations. This enhancement optimizes the process of updating SMS delivery statuses, ensuring that they are accurately reflected in the system promptly. Additionally, bulk operations have been improved to enhance their efficiency and reliability, allowing for smoother and more streamlined processing of large volumes of data.

NOTIF-311: A technical enhancement has been initiated to rectify instances where costs were incorrectly calculated. This enhancement aims to ensure data accuracy and integrity by promptly correcting these records.

NOTIF-301: A technical enhancement has been initiated to refactor the SMS and Email modules in GP, transitioning from the custom thread pool to ActiveMQ's default ThreadPool functionality. This change is motivated by concerns regarding message loss issues potentially caused by the custom thread pool. By leveraging ActiveMQ's default ThreadPool, we aim to enhance message reliability and mitigate any potential issues associated with the current custom thread pool implementation.

NOTIF-262: A technical enhancement has been implemented to improve SMS processing and prevent connection pool-related issues. This enhancement optimizes the connection pool management, ensuring that resources are efficiently utilized and preventing potential bottlenecks or failures due to connection pool exhaustion. As a result, the system's SMS processing capabilities are enhanced, leading to smoother and more reliable communication workflows.

NOTIF-139: With this technical enhancement, the issue of duplicate execution of activities post-transfer widget in OBD/Inbound calls has been resolved. This optimization of the workflow not only rectifies the duplication problem but also significantly enhances system performance, leading to smoother operations and improved efficiency.

NOTIF-94: In the default webhook, users can now access WhatsApp details in addition to call, SMS, and email details. This enhancement expands the scope of information available through the webhook, providing a more comprehensive and integrated view of communication data across different channels.

NOTIF-46: The web UI home page has been upgraded to offer enhanced visibility through a comprehensive data point representation directly from the home page database. This feature allows users to monitor and view ongoing activities and volumes in real-time.

REAL-224: This enhancement improves the Outbound Dialer flow setup process, making it more streamlined and less prone to errors. The mandatory selection of the Flow Type configuration prevents call processing disruptions, enhancing system reliability and performance.

REAL-15: The "Break Time" metric now accurately reflects agents' statuses during active calls following a positive resolution of the issue. This enhancement ensures precise counting when agents activate or deactivate breaks.

v1.93

Released on Feb-15, 2024 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

NOTIF-183: A technical fix that has enhanced the user experience of uploading files from the dashboard of Web UI.

NOTIF-48: Implemented logic now ensures accurate status updates for calls outside business hours, resolving discrepancies and improving overall system reliability.

REAL-189: With this enhancement, we've significantly improved call routing, ensuring smoother transitions between calls.

REAL-4: Productivity report discrepancies resolved, enabling accurate assessment of agent performance for enhanced decision-making.

REAL-183: We've implemented an enhancement ensuring that the next call is triggered only after the successful completion and disposition of the current call, streamlining call handling processes for improved efficiency

v1.92.9

Released on Feb-06, 2024 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

REAL-81: A technical fix has been implemented to fix the irregularity of call timings displays on the Agent Dashboard of Supervisor-UI and Agent-UI

REAL-77: Cause of irregular network fluctuations, the Agent was displayed offline from the browser. The true status is now being displayed after the code fix.

REAL-160: A technical solution has been implemented where subsequent call events are displayed in Agent-UI in real-time, ensuring agents can manage calls effectively and supervisors can monitor activity accurately.

REAL-73: Implemented sync between Agent Real-time Dashboard and Queue Dashboard, ensuring consistent and up-to-date information across both interfaces for improved monitoring and decision-making.

v1.92.8

Released on Feb-01, 2024 | Technical Notes

What’s New

NOTIF-64 & NOTIF-157 : Emergency Notification ( Increased Address Book Entries Limit to 100,000 )

A technical enhancement has been implemented in the emergency notifications system, raising the Address Book entries limit to 100,000. Consequently, emergency notifications can now be sent to up to 100,000 contacts.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

REAL-12: A technical fix has been applied to address the issue where Fresh Lead Not Dialed and the flow status incorrectly showed as "IN_PROGRESS."

NOTIF-196 , NOTIF-246 & NOTIF-250: A technical fix and enhancement have been implemented for SMS processing, significantly improving the robustness of the process.

v1.92.7

Released on Jan 11, 2024 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

IM-1425: A technical fix has been implemented to address a miscalculation issue in call duration, where a few records were found with negative durations.

REAL-30: A technical fix has been deployed to address delays in flow execution and resolve issues with failed Make Call operations.

IM-1374: A technical fix has been implemented to prevent the automatic addition of duplicate email addresses under the Whitelist section > Email Address (for remote load) of the account admin email ID.

v1.92.6

Released on Jan 11, 2024 | Technical Notes

What’s New

CB-3193,CB-3198: Enhancement on Downloading Reports via Web UI

Now "Download CSV" functionality incorporates a pop-up prompt, prompting users to enter their email. This dual-purpose feature not only provides the system with sufficient time to process and generate the report but also contributes to an improved user experience.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3216: Now Mongo Streams is replaced by ActiveMQ for all the Real Time accounts

IM-1403: Implemented Technical Solutions to Rectify Discrepancies in the Agent Summary Report.

v1.92.5

Released on Dec 21, 2023 | Technical Notes

What’s New

CB-2993: An enhancement on Agent Login through Passcode

With the assistance of a recovery email, users can reset their passcode without any manual intervention.

Open

CB-3069: Introducing Custom Agent Fields - UAM

This field is exclusively designated for supplementary agent information within the Agent details section.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3087: Agents who initially logged in using their email addresses can now also access using their usernames.

CLI-843: Established the REST endpoint for the generation of SAS tokens.

v1.92.4

Released on Dec 13, 2023 | Technical Notes

What’s New

CB-3175: OBD Calls Reattempt without inserting new CDR

Implemented a system that automatically retries failed calls within a 10-second timeframe, incorporating a randomized delay between retries. This enhancement aims to enhance the success rate of calls, with the assurance that only the details of the last retry call are recorded in the Call Detail Documents (CDD).

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3090: Fixed a technical bug in the logic of displaying the Delivery time. This bugfix ensures that the Delivery Time is accurately displayed, considering the information provided by the Delivery Receipt (DLR) from the operator.

CB-3178: The HDFC-LIFE UAT property files have been successfully added

CLI-847: Now public key to be accessible when generated via the UI and can be shared as a PEM or .txt format.

IM-1386: Implemented a technical enhancement where the allocated phone number is now displayed on the Pending Agents list. Additionally, an array is shown whenever the Agent state is changed from Locked to Enabled.

v1.92.3

Released on Dec 07, 2023 | Technical Notes

What’s New

CB-3068: Web UI Dynamic Agent Enhancements

Implemented a reset button in the Dynamic Agents tabular data, allowing users to reset the password count when it reaches 0 and the agent's account gets locked. Additionally, a refresh button for forgot password has been added. If the Forgot password count reaches 0, the agent's status is automatically updated to Locked.

Open

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3071: A new agent status, "Locked," has been introduced. Agents will be assigned this status if their account gets locked due to reaching the maximum limit of forgot password attempts through email. The dropdown button will now include this additional agent status option.

CB-3076: The last password change data will now be stored in the AuthUser table under the attribute lastTimeForForgetEmailPassword.

CLI-865: New flow variables $flow.key.bagtagCount and $flow.key.bagtag1,$flow.key.bagtag2,…$flow.key.bagtagN were been introduced for comma-separated string variable i.e. $flow.key.bagtag.

CLI-847: Now public key to be accessible when generated via the UI and can be shared as a PEM or .txt format.

IM-1361: Resolved a technical bug causing calls to disconnect during the transfer to the "Direct Dial Agent."

IM-1363: Fixed a technical bug where scheduled notifications were not factoring in the timezone correctly. The issue was related to not considering STD in the local time zone, resulting in notifications being triggered based on IST instead of the local time. The content of the notification remains unaffected, but the timing is now accurately adjusted according to the local timezone.

v1.92.2

Released on Nov 30, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3126: Implemented connection pooling for MongoDB in Kairos-Product-Manager, optimizing resource utilization. Additionally, introduced Stop Acknowledgment of MQ Message to reduce load and enhance processing speed.

CLI-834: New flow key variables, namely $flow.syskey.agentEmailID and $flow.syskey.agentUsername, have been introduced, providing agent username and email ID.

IM-1130: Fixed a technical bug where calls were persisting even after the listener was stopped.

IM-1198: Implemented a technical enhancement to the web UI homepage, ensuring that the Agent window displays real-time data regarding agents who are Direct Dial and Dynamic Dial.

IM-1330: Resolved a technical bug where calls were being initiated to the same customer, contrary to the implemented logic.

IM-1351: Fixed a technical bug to enable seamless saving of WhatsApp widgets for any type of media.

v1.92.1

Released on Nov 23, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3041: In the Agent Connect, outgoing DID can now be configured as Random, Fixed, or Variable based on specific requirements.

CB-3045: In the API Log table, a technical enhancement has been implemented to make payload and calls visible.

CB-3124: Improved the technical functionality of the Stop Flow Execution Event Detail Streamer on Mongo.

IM-1234: The technical bug in the Agent UI Matrices associated with the "Break Time" metric has been resolved.

IM-1295: Addressed a technical bug that ensure real-time and accurately display of ongoing call details on both the CRM and calling strip.

IM-1314: Fixing a technical bug in the webhook widget's "Authentication" section to ensure that the basic value is set to None only when it's null, blank, or undefined.

v1.91.6

Released on Nov 07, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3109: Technical enhancement with regards to Average Wrap-up Time Calculation

CB-3120: Enhancing technical capabilities in omnichannel.

CLI-778: Enhancing technical capabilities for SMS-triggered COI reports is crucial

CLI-812: The Agent Login Interface is being enhanced technically

CLI-814: Few changes on the Templates of the notifications were made in this enhancements.

v1.91.5

Released on Nov 02, 2023 | Technical Notes

What’s New

Enable or Disable Bulk Calling While Creating a Flow CB-3006, CB-3088

During the creation of flows, users now have the option to toggle the "Bulk Calling" feature on or off. This comprehensive configuration option allows users to optimize their time by reducing processing time during the calling process. With the ability to manage bulk calling, our users can streamline their operations and expedite their calling tasks effectively.

Omnichannel Phase 1 CB-3086

We are excited to introduce a new feature that enables users to take specific actions based on the delivery statuses of notifications. This powerful addition leverages Omnichannel communication and seamlessly integrates with webhooks, allowing clients to utilize real-time data and automation for a more personalized and responsive customer experience. With this feature, users can customize actions that align with different delivery statuses.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3096: A technical fix with regards to updating of the PHONON SMS Headers

CB-3102: A technical enhancement with regards to Metric Documents

CB-3105: A technical enhancement with regards to Adding of Mongo Connection Pooling in Kairos-Reports

v1.91.4

Released on Oct 25, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CLI-713: Resolved technical bug related to invoking the Default webhook for seamless operation

CLI-737: Improved RegisterRequest API development for enhanced performance and functionality

CLI-783: A technical enhancements with regards to VAPT

IM-1218: Resolved technical issue related to file upload functionality and file processing for smoother operations

v1.91.3

Released on Oct 19, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2905: Improved load balancing strategy for better resource distribution and enhanced system performance.

CLI-726: Enhanced API data reconciliation and integrated flow status visibility into the default webhook for improved monitoring

IM-1291: Enhanced WhatsApp template functionality to streamline message creation and improve user experience.

v1.91.2

Released on Oct 12, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2802: An improvement in the technical aspect of automated billing generation tailored to client and country specific

CB-2911: A technical enhancement involves the addition of a new section, specifically the WhatsApp section, which includes comprehensive details regarding WhatsApp notifications, to the Call Summary report

CB-2955: A technical improvement related to the DailySummaryDocument

CB-3942: A feature enhancement that enables users to incorporate various types of media, such as text, images, videos, and documents, directly within the WhatsApp widget when composing a message

CLI-644 & CLI-726: Technical enhancements include the reconciliation of API data points related to flow statuses, now integrated into the default webhook for improved visibility

v1.91.1

Released on Oct 05, 2023 | Technical Notes

What’s New

Presenting the awaited feature upgrade: Unveiling Rotating CLIs : CB-2711

We're excited to announce a powerful new feature that enhances your calling capabilities. With Rotating CLIs, you can now add multiple CLIs to your flow and enable CLI Rotation, ensuring sequential CLI usage for diverse calls. Customize rotation frequency based on your call volume, and our system aligns rotations with your business hours. We've also implemented intelligent tracking to maintain CLI sequences, even when adding or removing CLIs, making your calling experience seamless and professional. Enjoy greater control and versatility in your calls with Rotating CLIs, designed to elevate your communication strategy.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2990 : Direct Dial Agents can now be easily removed or deleted through the user interface (UI) using the new Action button, eliminating the need to perform these actions directly in the database.

CB-3046: Improvements in the technical aspects of log scrubbing.

CLI-773: Enhancing the technical aspects of UAM reports.

IM-1225: Improved technical features for a more comprehensive view of the billing report.

IM-1245: A technical fix on supervisor UI .

v1.90.10

Released on Sept 21, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-3052 : We have improved the data visibility and accessibility within SMS Detail Document by incorporating template IDs. This enhancement ensures that template IDs are seamlessly integrated into the SMS Detail Document,

CLI-723 : Introducing a technical enhancement to the Population Report, which now integrates comprehensive supervisor details, offering users a more comprehensive view of the report.

v1.90.9

Released on Sept 14, 2023 | Technical Notes

What’s New

CB-2938: Enhanced the functionality of the Outbound Request Dashboard in the Web UI, we have successfully implemented two valuable additions: the "Start Time" and "Update Status" sections.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2987 : Technical enhancements have been implemented to modify and improve the validation process for Bulk Calling within the KPM.

CB-3018 : A technical enhancement has been made to improve the default Webhook updating process for both SMS and Email services.

IM-1178 : A technical bug fix has been implemented to address the issue related to Queue wait time.

IM-1239 : A technical enhancement has been introduced to enhance the functionality of canceling campaigns within the Support UI.

v1.90.8

Released on Sept 07, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2979 : An improvement in the technical aspects of optimizing KP specifically tailored for KP instances.

CB-2992 : To enhance accessibility and provide in-depth visibility, we are introducing a "FlowID" column in both the Sms Detail Document and Email Detail Document. This addition aims to improve speed and offer comprehensive information.

CLI-673 : We have introduced a method to uploading the Role Rights Report by manually uploading a static report.

CLI-719 : Improving the technical aspects related to UAM reports.

v1.90.7

Released on Aug 31, 2023 | Technical Notes

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CORENEW-1552 : Introducing the Amazon Pinpoint Gateway designed for facilitating the transmission of global notifications.

v1.90.6

Released on Aug 24, 2023 | Technical Notes

What’s New

CB-966 : Enhancing Request Visibility with the Introduction of "CANCELLED" Flow Status
In order to provide users with improved visibility and status tracking of requests, we have implemented a new Flow status called "CANCELLED." This status will be utilized to indicate that a specific request ID or Phonon UUID has been canceled, offering users a clearer understanding of the request's current state and enhancing overall workflow management.

CB-2932 : Introducing Real-Time Message Delivery Status APIs for Enhanced Communication Insights

A new technical enhancement that brings greater visibility and control to your communication efforts. In line with our commitment to improving your experience, we have implemented three cutting-edge APIs that allow you to fetch real-time delivery status information for WhatsApp messages, SMS notifications, and emails.

CB-2996 : Streamlined Component Deletion for Enhanced Workflow Efficiency

An Effective enhancement to our platform that will revolutionize the way you manage and manipulate components within your flows. Our commitment to providing you with an intuitive and efficient experience has driven us to reimagine the process of deleting components.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2862 : Improving the Technical Aspect of Changing Call Recording File Names in the Dialer.

CLI-624 & CLI-644 : Rectifying a Technical Issue Regarding API Reconciliation

IM-1153 : Enhancing File Processing via SFTP with Technical Improvements and Bug Rectifications

IM-1167 : A technical bug Fix on SMS widget configurations for Custom variable

IM-1189 : A technical bug Fix on visibility of the deleted Agent on group and queue

v1.90.5

Released on Aug 17, 2023 | Technical Notes

What’s New

CB-2904:

Introducing a new addition to our Support UI that aims to revolutionize the way account and user configurations are handled – the "Balance & Validity" section. This innovative feature has been designed to centralize all aspects related to account balance and validity settings, streamlining their management for both support agents and users.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

CB-2962: To enhance the SMS service by introducing a new SMS Gateway for International SMSs.

CB-2716: An enhancement on the report of Disposition with regards to Call Details.

CLI-641 : Improving the technical aspects related to UAM reports.

v1.90.4

Released on Aug 7, 2023 | Technical Notes

What’s New

CB-2841 , CLI-568 : Introducing Automated SMS-based Document Sharing with Dynamic URL Redirection for Optimal Customer Engagement!

We're thrilled to unveil a game-changing enhancement that streamlines document sharing and retrieval processes for an enhanced customer experience. Leveraging advanced automation and intelligent URL redirection, we've revolutionized the way you access important documents, specifically the HDFC COI document. Where the process of sharing a document (e.g., HDFC COI document) to a customer through SMS with a short URL that redirects to a long URL where the customer can download the document in PDF form.

CLI-636 : Introducing the New "Dormant" Status: Enhancing Agent Classification and Flexibility

We're excited to announce a powerful new addition to our agent status classification system - the "Dormant" status! As part of our ongoing commitment to enhancing your experience and providing you with versatile tools, we've introduced this new status to help you better manage and categorize your agents based on their current state.

The "Dormant" status offers an additional level of flexibility in classifying agents, allowing you to accurately reflect their current operational status. Whether an agent is temporarily inactive, Pending Agent - not approved and Approved agent but not logged in, the "Dormant" status provides a clear and customizable way to capture this important information.

Bug Fixes & Other Improvements 🐞✨👷‍♂️🔧

1. CLI-641 & CLI-649 : Improving the technical aspects related to UAM reports.

2. CLI-663 : Improving the technical aspects related to user name character limits during the process of creating an agent account.

v1.90.3

Released on Jul 27, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2378 : We have implemented a comprehensive technical fix that ensures the call strip remains visible and accessible at all times.

2. CB-2961 : To ensure the stability and uninterrupted access to the Supervisor UI URL, we have implemented a comprehensive technical fix that addresses potential issues and improves the overall user experience.

3. CB-2968 : We have introduced a technical enhancement that tackles possible concerns and guarantees the prompt and accurate generation of the file.

4. IM-1137 : To elevate the report generation process, we have executed a comprehensive technical improvement that enhances the reporting system's efficiency, reliability, and performance

5. IM-1160 : To further enhance the disposition handling process for submissions, we have implemented a technical enhancement that improves the overall efficiency, reliability, and performance of the reporting system.

v1.90.2

Released on Jul 13, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2923 : The proposed enhancement aims to significantly improve the visibility and understandability of the cloud account setup process.

2. CLI-652 : We have made an important update to the scheduler as per the clients requirement.

3. IM-1137 : To improve the efficiency and performance of report generation, we have implemented a technical fix that streamlines the process and enhances the overall user experience.

4. IM-1142 : To improve the reliability and effectiveness of SMS triggering, we have implemented a robust technical fix that ensures seamless and timely delivery of SMS messages.

v1.90

Released on Jul 6, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2760 : Introducing an enhancement to the Operation Widget, which focuses on bolstering error handling capabilities. This new feature aims to provide a seamless and reliable user experience by effectively managing and presenting errors encountered during widget operations.

2. CB-2888 : Introducing exciting technical enhancements to our API, enabling seamless automation of document deletion while providing options for Agent ID input and the ability to display thread counts.

3. CB-2928 : To address the issue of excessive log file generation, we are implementing a comprehensive technical fix that optimizes log file management.

4. CB-2934 : With this technical enhancement, we aim to elevate the WhatsApp messaging experience for our users, providing them with valuable in-message flow visibility that promotes effective communication, user engagement, and successful messaging campaigns.

5. CB-2947 : Feature enhancement that revolutionizes the way International SMS communication is handled. Our team has developed an optimized and efficient method for least-cost routing, ensuring cost-effectiveness and enhanced performance in delivering International SMS messages.

6. CB-2949 : Technical fix with regards to AgentGroup and DynamicAgent

7. CLI-631: An enhancement that streamlines the process of generating triggers for web check-in campaigns. With this new feature, your web check-in campaigns will be more efficient, personalized, and convenient for your users.

8. IM-556 : To improve the functionality and user experience of the Support UI Campaign section, we are introducing a comprehensive technical solution that addresses key areas of enhancement.

9. IM-960 : To enhance the functionality and performance of the Support UI Tickets section, we are introducing a comprehensive technical solution that focuses on improving user experience, efficiency, and responsiveness.

v1.89

Released on Jun 28, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2929 : Enhancements in technical aspects related to the migration of Bulk Calling customers to ActiveMQ.

2. CB-2933 : Technical enhancements with regards to Flow Priority.

v1.88

Released on Jun 22, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2916 : Technical Fix for Handle Special Characters in DLR Report

v1.87

Released on Jun 15, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2875 : Technical Fix for Cloud Account Not Saving After Edit in the Web-UI

2. CB-2913 : Technical enhancements with regards to the Increase in Mongo Connections on Kairos-Products

v1.86

Released on Jun 08, 2023 | Technical Notes

What’s New

CB-2818,CB-2907 - Introducing Enhanced Configurability for Outbound Campaigns : Dynamic Duration Between Attempts.

We have developed an easy-to-use mechanism on the user interface (UI) that empowers users to configure dynamic durations between attempts in Outbound Multicast and Dialler. With this enhancement, users can now leverage the "$flow.syskey.rescheduledCustomerDurationMins" variable for customer rescheduling in both the Outbound Dialer and OBD functionalities. This feature improvement aims to provide greater flexibility and control, allowing users to optimize their outbound campaigns and enhance customer engagement.

User interface updates:

Bug Fixes & Other Improvements:

1. CB-2882 : Technical enhancements with regards to security and authentication.

2. CB-2892 : The latest technical enhancements for Airtel SMPP, offering improved functionality, reliability, and efficiency for seamless messaging experiences.

3. IM-1031 : The technical bug that was preventing the download of call recordings from the user interface (UI) has been fixed, enabling seamless access and retrieval of recordings with an improved user experience.

4. IM-1057 : Technical fix which prevents incorrect segment communication.

5. IM-1096 : Technical fix with regards to Modulo operation logic in operation widget.

6. IM-1107 : Technical enhancements with regards to MongoDB server.

v1.85

Released on 18 May, 2023 | Technical Notes

What’s New

CB-2712,CB-2836,CB-2837,CB-2868 - WhatsApp Business API Integration

We are excited to introduce a highly anticipated new feature that will revolutionize your experience with our product – WhatsApp API Integration. This integration brings a whole new level of customer communication and engagement, empowering you to connect with your audience like never before.

With WhatsApp API Integration, you now have the ability to seamlessly incorporate WhatsApp Business API into our product, unlocking a wide range of exciting capabilities. Simply use the newly introduced WhatsApp widget in your flow and everage the power of WhatsApp's popular messaging platform to interact with your customers in real-time, delivering a seamless and personalized experience.

WhatsApp configurations on Web UI:

As we embark on integrating WhatsApp into our system, it is crucial to consider how this integration will be incorporated into the database. Our approach emphasizes the use of well-defined schema designs and dedicated database modeling.

Our dedicated database modeling techniques enable us to design a specific database schema tailored to accommodate the unique entities, attributes, and relationships associated with WhatsApp communication. This includes considering data entities like messages, contacts, groups, and media. We have also introduced WhatsApp Message Status Tracking and Reports which will help you unleash the power of data for Optimized Messaging Campaigns. Gain valuable insights into delivery and performance, analyze audience engagement, identify and resolve issues, and make well-informed decisions. Elevate your WhatsApp marketing strategy with data-driven approaches and achieve enhanced messaging performance.

Bug Fixes & Other Improvements:

1. CB-2179 : Integration of Airtel SMS Gateway using the SMPP (Short Message Peer-to-Peer) protocol

2. CB-2683 : Delivery status of the Amazon SNS is now visible and updated in the database

3. CB-2733 : Technical improvement to stow away sensitive information

4. CB-2811 : Technical enhancement with regards to log rotation in Amadeus service

5. IM-465 : Bug fix in Emergency Notification’s voice script with SSML

6. IM-1025 : Bug fix in Decision Box condition

7. IM-1091 : Performance improvement in loggers

v1.84

Released on 02 May, 2023 | Technical Notes

Bug Fixes & Other Improvements:

1. CB-2701 : Bug fix in newly created document DCDD

2. CB-2753 : Major technical enhancement to facilitate easier load balancing and upscaling

3. CB-2842 : Removed GVC & GVS from UI as these have been deprecated by Google

4. CB-2848 : Database structure change to accommodate easier load balancing

5. CB-2870 : New fields added in SIP header for client

6. IM-1024 : Technical fix to prevent incorrect conversion of floating number in custom APIs

7. IM-1032 : Technical enhancement to improve KP startup time period

8. IM-1060 : Technical fix to update Valid Record count for Email Upload

v1.83

Released on 18 Apr, 2023 | Technical Notes

What’s New

CLI-562 : Message-based priority to handle requests assigned to Agents

With this feature users will now have the provision to prioritize the order in which requests are assigned to an agent. The priority of requests within the queue will be processed as follows :

1. Assign priority to flow variable $flow.syskey.callPriority using the Operation widget. This flow variable can take the following values - Highest, High, Medium, Low, Lowest.

2. You may use a decision box to assign priority to the above variable as per your business need.

3. After assigning value to this variable, then call the required Agent Queue ; as per the value of this variable, system will prioritize the message request and put it in the Agent Service’s Queue.

4. Leads with the same priority will be processed as per FIFO strategy.

Please take note this feature is only applicable for requests falling under a single queue. In future, we may look into extending this feature to requests originating from multiple queues.

Technical Improvement & Other Changes:

1. CB-2726 : Technical upgrade of AngularJS version

2. CB-2828 : MongoDB Upgrade

3. CB-2846 : Minor technical change to ensure optional parameters are handled for a client specific flow

4. CB-2867 : Minor technical change to accommodate reset password

5. IM-1026 : Minor technical change to handle null values in a client specific flow

6. IM-1028 : Bug fix to handle valid landline numbers and display their correct reporting status

7. IM-1035 : Technical enhancement to improve KP-Asterisk utilisation

8. IM-1041 : Technical change to improve document management

v1.82

Released on 06 Apr, 2023 | Technical Notes

What’s New

CB-2800 : International SMS Rate Calculation Revamp - Standard Rate

This feature allows users to maintain multiple SMS rates for a single prefix, which is particularly useful in situations where countries with the same prefix have different SMS rates. For example, countries such as USA, Canada, Puerto Rico and Dominican Republic - all 4 share the same prefix but each country may have different SMS rates due to various factors such as regulations, taxes, or carrier costs.

With this feature, users can now map elements such as country codes and dial codes to calculate SMS rates based on country-specific rates. This means that users can maintain different SMS rates for different countries according to their business requirements. Moreover, the system can handle situations where some countries do not have a standard SMS rate, and messages are delivered by applying a default rate.

Overall, this feature provides users with a flexible and customizable way to manage SMS rates across different countries, making it easier to adjust rates according to changing business needs and market conditions.

CB-2802 : International SMS Rate Calculation Revamp - Custom Rate

This feature is an extension to the above feature. Users will now have the provision to maintain custom SMS rates for a few countries as per requirement, while the remaining countries will follow the Standard Rate plan.

In situations where there is no standard or custom rate for a particular country, the system will default to a predetermined rate. This feature ensures that you are able to send messages to a wide range of countries without having to worry about whether a specific rate plan is in place.

Another benefit is that you can choose a custom rate plan based on your sender ID, thereby allowing you to choose the rate plan that is the most appropriate for your specific needs.

Technical Improvement & Other Changes:

1. CB-2820 : Technical improvement to ensure application can accommodate higher load of concurrent email requests

2. CB-2864 : Technical and UI improvement to restrict Listener access to all members

v1.81

Released on 02 Apr, 2023 | Technical Notes

Technical Improvement & Other Changes:

1. CB-2720 : Technical improvement to stow away sensitive information in browser cache

2. CB-2733 : Technical improvement to stow away sensitive information

3. CLI-583 : URL update in API for client

v1.80

Released on 22 Mar, 2023 | Technical Notes

What’s New

CLI-525 : Configure additional fields on Disposition Form - Phase 1

This release will give users the provision to effortlessly configure new additional fields on the Disposition Form of varying data types, thereby allowing businesses to customize their disposition form as per their requirements. To compose new fields on your Agent’s Disposition Form, simply perform the following :

• Go to the existing Add/Edit Disposition page. Here a new section called ‘Additional Fields’ has been introduced.

• Add a New Field by configuring the Field Name, Type, Stored In [Flow variable which captures this value], and Validation [optional] against a Disposition and save this.

• The agent will then be able to view these fields on the Agent UI under the Disposition Form section.

This is Phase 1 in which the user will have the provision to configure fields of only Text and List (Enumerate) data types. In Phase 2 we will upgrade this to support more data types like Date, Time, Tags, Currency etc in addition to improving and adding more features to this functionality. Reach out to Product Team for more details or if you would like to use this feature.

v1.79

Released on 14 Mar, 2023 | Technical Notes

Technical Improvement & Other Changes:

1. CB-2811 : Technical improvement to rotate logs in Amadeus service

2. IM-1020 : Technical fix for overlapping calls in Outbound Dialers

v1.78

Released on 07 Mar, 2023 | Technical Notes

What’s New

CLI-524 : Auto-populate File Number on Disposition Form

Previously, on disposition forms where file number had to be entered, agents would have to do this manually. With this release, this file number number field on the disposition form is pre-filled thereby saving agents the hassle of entering value into this field and simultaneously eliminating the possibility of an error caused by manual population.

In order to make use of this feature, it is to be ensured that the file number value has to be captured and strored in flow variable $flow.key.agentfilenumber in the parent flow before the call is transferred to the agent. The same flow variable also has to be configured in the Disposition form using the ‘Assign Flow’ feature. The value captured in this variable is then available/pre-filled on the disposition form on the Agent UI.

Additionally, this value is also availble for use in the child flow configured for the respective disposition and can be further used to push/fetch data using an API or in any widget in the child flow.

Technical Improvement & Other Changes:

1. CB-2720 : Technical improvement to stow away sensitive information in browser cache

2. CB-2725 : Technical improvement to stow away sensitive information in javascript files

3. CB-2726 : Technical upgrade of AngularJS version

4. CB-2727 : Technical upgrade of TLS version

5. CB-2728 : Technical improvement to stow away internal path details

6. CB-2729 : Technical upgrade of Moment.js version

7. CB-2730 : Technical upgrade of jQuery version

8. CB-2732 : Technical upgrade of jQuery Validation Plugin

9. CB-2722, CB-2723, CB-2734 : No changes ; feature clarification as part of VAPT

10. CB-2803 : New promotional gateway introduced for SMS

11. CB-2822 : Technical improvement to stow away sensitive information in session storage

12. CLI-560 : API Link updation for client

v1.77

Released on 16 Feb, 2023 | Technical Notes

What’s New

CB-2814 : New fields added in Post Call Webhook

Currently Phonon provides an easy to configure mechanism to allow users to get all post-call details on a webhook end point. The user has to merely configure a default webhook endpoint under the “Webhook” section in Central Web UI and enable this webhook in their desired flow, and after the call is completed, the user will receive all information in a predefined format in the end point configured. Now with this release, 2 new information fields, namely isRinging and ringingStartTime will be sent to the endpoint, which will allow users to identify numbers which are valid and available at a particular time of point.

CB-2791 : Dynamic Business Hour boundary configuration - Phase 2

In accordance with the RBI guidelines, which dictates that regulated entities can make collection calls only within a certain permissible timeframe, Phonon has introduced the provision to setup account level business hour boundaries ensuring no calls are made out of this configured boundary. Major upgrade in this phase is released to ensure user is unable to configure out of boundary business hours on the Outbound Multicast and Dialer flows, along with few UI enhancements.

Bug Fixes & Other Improvements:

1. CB-2719 : Technical fix to encrypt-decrypt sensitive information in local storage as part of VAPT

2. CB-2724 : Technical fix to encrypt-decrypt sensitive information in session storage as part of VAPT

3. CB-2755 : Bug fix for Dialer details in QSR

4. CB-2798 : Technical improvement to decrease load time on report filters

5. CB-2821 : Technical improvement in Kapis and KPM startup

6. CB-2805 : Technical improvement to route bulk email requests through bulk KPM

7. CB-2806 : Technical fix in Bulk KPM SMS logic

8. CB-2809 : Technical fix to ensure error-free processing in case of large no of open files on GP

9. IM-961 : Update in SMS units calculation logic

10. IM-986 : Technical fix to ensure all SMS gateway status responses are mapped in database which will ensure SMSes are getting stuck unnecessarily because of unavailable mapping

11. IM-1008 : Bug fix in re-attempt scheduling

12. IM-1016 : Technical fix to disable GVC as it now deprecated

13. IM-1018 : Exception handling in client’s API

v1.76

Released on 01 Feb, 2023 | Technical Notes

What’s New

CLI-445, CLI-516: Dynamic “Duration Between Attempts” for Outbound & Dialler - Phase 1

Previously, we can configure a fixed Duration Between Attempts for an Outbound Flow or an Outbound Dialler Flow. So, for a 3 attempts having 10 mins duration, will trigger call at 09:00 AM, 09:10 AM and 09:20 AM.

If you have a simple requirement, the same works well. However, what if you want an incremental re-attempt strategy. So that, the first call goes at 09:00 AM, second attempt at 09:10 AM, third attempt at 09:40 AM and last attempt at 10:40 AM. Here, the re-attempt time changes as 10 mins, 30 mins and 60 mins.

Now, you can set a custom re-attempt duration for each attempt programmatically by setting the duration in mins in a flow variable: $flow.syskey.rescheduledDurationMins. So, if the value of $flow.syskey.rescheduledDurationMins is set to 30 mins, the next attempt will be set after 30 mins, regardless of what’s configured in the Flow Configuration page. Use it in conjunction with $call.attemptnumber to set custom value for any particular attempt using Decision Box and Operations Widget.

This is Phase 1 for an upcoming two more stories which will improve and add to this feature. Reach out to Product Team if you would like to use this feature.

CB-2765 : Outbound File Upload size limit increased from 25 MB to 50 MB from Web UI

Previously, the maximum size for uploading a CSV or a ZIP file from the Web UI was 10 MB and 25 MB respectively. We have now increased this limit to 50 MB for both CSV and ZIP files. The option to perform UI upload can be found at Campaigns > Outbound Request Dashboard > Upload Call List.

IM-979: Ringing Capture

At present, for all such contact numbers where calls were not answered, Phonon passes the status as “busy”, irrespective of whether the number is busy, invalid, out of service etc. Due to this, there isn’t sufficient distinction to comprehend whether a contact number is actually available or not. Now with this release, we have introduced two new fields called isRinging and ringingStartTime which will allow users to identify numbers which are valid and available at a particular time of point.

Bug Fixes & Other Improvements:

1. CB-2701 : Daily Call Detailed Document is now available which keeps a copy of CDD but for 2 days. Please migrate your Dashboards to Daily FDD and Daily CDD for faster results.

2. CB-2796: System logs for Bulk Calling has been improved

3. CB-2797: High Availability for Database nodes, provides automated failover resiliency in case one of the node is down

4. CLI-509 : Custom Missed Call Report

5. CLI-520 : 152201 Monthly statement

6. IM-972 : Bug fix in Historical Report that created high load on server

7. IM-992 : Name format change for advanced reports for better bifurcation.

8. IM-1003 : Bug fix to correct agent idle scenario

9. IM-1004 : Bug fix to update SMS delivery status in Kalyera Promo account

v1.69

Released on 03 Oct, 2022 | Technical Notes

What’s New

CB-2135: Agent UI: Transfer Call in Dialer

Now, Agents can now do Blind Transfer for Outbound Dialler just as available in Inbound and Outbound multicast. Similarly, call can be transferred to another Agent, to another Call Queue, or to another Phone Number.

CB-2137: Conference / Consultation Functionality in Dialer

Similarly, Conference and Consultation functionality is available for Dialer flows, as same as available in Inbound and Outbound.

CLI-452: Inbound IVR with Provided Strategy (Sticky Agents)

Now Sticky Agent feature is also available for Inbound & Outbound Flows. With this enabled, you can let a customer talk directly to their assigned representative, without creating a new queue for every agent.

To start using, create a queue with “Provided” as Ring Strategy. In the Flow, use “Transfer Call” widget, and you would see a new field to provide the Flow Variable name. This Flow Variable must contain the “Agent Key” of the agent you would like to hunt (which you can get using Get Set, or DID). Given the agent is available, the call will be transferred to the agent, or will remain in Queue for the Queue Wait Time for the agent to get available.

CLI-502: IP Range Support in Whitelisting

You can also now easily whitelist a range of IPs by providing the CIDR Range instead of adding IPs one by one!

Bug Fixes & Other Improvements:

1. Technical improvements for better bulk calling capacity: CB-2632, CB-2649,

2. Minor UI Fixes in Agent UI: CB-2641

3. Bug fix for speech based flows executing post hangup as well: IM-885

4. Bug fix for agent’s status getting stuck due to deadlock: IM-506

5. Bug fix for Historic Report: IM-895

6. Bug fix for Dialler Report: CB-2359

7. Bug fix for Queue Business Hours calculating incorrectly: IM-799

8. Bug fix for deleted disposition to be visible: IM-897

9. Bug fix for Barge In button showing erratically: IM-883

10. Bug fix for Call Flow to continue even after hangup: IM-885

11. If Web Phone becomes unreachable, system no longer continuously send calls to agent (which get missed). Re-connection happens automatically.

My Dog ate the homework!

Few release notes are missing here as our beloved doggo ate them up. No really!

We’ll have it added soon

v1.62

Released on 08 June, 2022 | Technical Notes

What’s New

CB-1762: Configure the DNIS to Initiate an Outbound Campaign

1. Now for any Outbound Multicast & Outbound Dialler Flows, if you have multiple DIDs attached and activated on the flow, you can select which DID to be used on 3 different strategy:

   1. Random: System will randomly use a DID depending on various factors and most optimal system usage and throughput.
      Use: Use when you want the maximum though-put. Please note that DIDs are still randomised for every call if possible.

   2. Fixed: Send calls from a selected list of DIDs only. Use-cases:

      1. Activate backup numbers without requiring technical team involvement.

      2. Change DIDs when spam score of one number is increased on apps such as Truecaller, and keep it rotating on on-demand basis. By not using a number for 45 days, the spam score is generally removed. This way you can have spam-free calling with using few numbers and replacing as and when needed.

      3. Have a decision box, and based on any business logic, call from different numbers. So, call HNW customers from DID #1 and call General customer from DID #2, and have easily recognise them on an inbound callback.

   3. Variable: You can also have your own custom logic built into the upload file, and provide the DID number in E.164 format in a flow variable as well. Complete control

      1. Note: Use $call.state to check for any issues in DID mapping.

CB-2582: Web Phone - Mobile & Tab Auto Answer

Google Chrome on Android for Mobile and Tabs doesn’t allow Auto Answer in the background, which caused a system error and calls getting missed in case of Mobile / Tab with Auto Answer enabled.

Now, only in case of using a Google Chrome Android version, the agent will hear a ringing in the background, and as soon as the agent clicks on the Phonon Agent UI tab, the call will be auto-answered.

As an alternative, we recommend using the Split Screen feature of Android, to get a handy access to Call Controls of Agent UI. Read how to setup here:

How to use Web Calls on Mobile Phone while using another tab / app

IM-665: Updated “Last Five Calls” on Agent UI

• On the Agent UI, agents can now see more details, that too of the last 10 calls

• Following Details are added:

  • Phonon UUID: Allows to easily and quickly find the call data if any issue.

  • Agent’s Start & End Time: Agent can see the start time and end time for quicker resolution

  • Agent’s Connection Status: Agent can also now see how the call got missed, such as Ring Timeout

Bug Fixes & Small Changes:

• IM-806: Fixed an issue in Inbound calls which were jumping to multiple queues in a single calls were getting dropped. Outbound and Dialler will be fixed subsequently. Refer: IM-834

• IM-798: Added a functionality in Pull API to get details of calls which haven’t yet initiated.

• IM-827: Fixed an issue on SIP calls which caused a “Login Failed” error pop-up intermediately.

• CB-2468: Removed curse word masking from Call Transcription

• CB-2524: Internal Integration with an NLP provider

• CB-2583: Fixed missing JS files and optimised CDN for quicker response

• CB-2584: Disabled Barge In button on Dialler calls until completely fixed and rolled out.

• CB-2586: Fixed an issue due to which Agent UI on Mobile would not load post sign in, and would require a refresh

v1.61

Released on 01 June, 2022 | Technical Notes

What’s New

CB-2527: Zoho Phonebridge Integration - Call Transfer

• Call Transfers are now supported with Zoho Phonebridge Integration

• Note: Call Transfer functionality is not available in Phonebridge, it must be done from Phonon’s Agent UI.

CB-2575: Added "Manual Call" option in Mobile Agent UI

• Manual Dialling can be done on Mobile Agent UI now.

CB-2508: Breaks are now called "Aux Codes", and minor changes

• Breaks are now called Aux Codes in accordance to industry standards.

• Manual Call Aux is now a quick message which goes away, instead of showing “on break” message.

• Soon, there will be an overhaul to the breaks section to accommodate various aux or states an agent can be.

CB-2492: New Page for Tags & Keywords

• You can now add Tags & Keywords for Call Transcription directly from the Admin panel

• Go to Advanced > Transcription for configuring the same

• More changes and features coming soon.

IM-752: Loading indicators on Agent UI Sign In process

• Agent UI now shows “Loading” indicators whenever it’s waiting for a response from server.

• This helps the agent know that there is progress happening, specially for slower internet speeds.

• The “Error” message has also been updated when the agent is not added in an Agent Group.

Bug Fixes and Small Changes:

• CB-2563: Phonon now has it’s own STUN and TURN servers for Web Phones, removing requirement of third party.

• IM-796: Blacklist limit on the UI has been increased significantly from previous limit of 1000.

• IM-821: Fixed an issue in Call Reschedule in Manual Dialler.

• CB-2328: The Advanced Reports now have a “To Time” set to 23:59, so you don’t have to manually do it everytime.

• CB-2573: Fixed an issue due to which Web Phone was not working with Click 2 Call

•  

v1.60

Released on 19 May, 2022 | Technical Notes

CB-2505 | Web RTC - Public Beta Launch

• WebRTC protocol is way to enable the VoIP over the web browser. Having WebRTC based calling system will allow the Agents to make / receive real time calls via browser itself.

• Read More Here: https://phonon.atlassian.net/wiki/spaces/PS/pages/495517721/Secure+WebRTC+-+Web+Phone?atlOrigin=eyJpIjoiNmE4NjRkYWEyNWJhNDc0MjgyNGVjYjgxOGFmNTNjNGUiLCJwIjoiYyJ9

Single Sign On with multiple accounts

• Single Sign On can now be enabled on an account level basis.

• Phonon Central is available on OneLogin Marketplace

• Few other SAML issues have been fixed.

Phonon is live on Zoho Marketplace

• Phonon Central is now live on Zoho Marketplace.

• Read More Here:

Vulnerabilities Fixes:

• We have fixed the following VAPT points:

  • IDOR(Insecure Direct object Reference) In Kycstatus field

  • Userid Enumeration

  • Server Banner Disclosure

v1.59

Released on 12 May, 2022 | Technical Notes

What’s New

CB-2465 | Call Control Functionality in Zoho CRM

• With the previous release we have introduced The PhoneBridge integration which connects Zoho account with Central Agent. Where Click 2 call and Call Notification functionality was provided.

• With this release call control functionality is provided from Zoho UI itself where agents will receives some basic call control on Zoho UI.

• By providing call control functionality built-in to Zoho agents can control the calls from a single screen.

• Below are the controls which are provided on Zoho UI.

  • Hold & Un-Hold

  • Mute & Un-Mute

  • Hangup Call

• Note: In the next release we will introduced transfer call functionality from Zoho UI.

CB-2450 | Activity Log Page on Web UI

• New page is introduced on the web-UI with this release as a part of RBAC functionality which is “Activity log”. that basically manages the log for who has made what changes in your account.

• Now with the introduction of RBAC, we can map multiple users with different roles and they can access your account and can make changes in your account.

• Admin can check all of this by going in to Advance → Activity Log page.

• Below are the information admin can check for respective changes in his/her Web-UI.

  • Timestamp: at what time changes has been made

  • Log-ID: ID of Log

  • Changed By: The user who has made the changes

  • Platform: In which platform they have made changes

  • Component: In which component they have made changes

  • Component ID : ID of that component

  • Change Type: Weather that component is added updated or deleted

  • Details: What they have changed in a particular component.

CLI-399 | Agent UI → Manual Call Default Country Code

• Previously , when the agents want to make the manual calls, they had to select the Country Code from the drop down where the list contains many Country Codes from which agent had to select one country code.

• From now on Default country code is prefixed for manual call break which is India(91). But if users wants to make an international calls they can select the country code for respective country from the drop down menu.

• From now on user does not have to select the country code every time before number dial for the domestic calls.

CB-2358 | RAW Report | Make Pipe Separated Data Sequence in Order

• Previously users were unable to understand the call flow entirely by checking the raw report as Pipe Separated values were not in order.

• Ideally the data must be in order to understand the call flow, which we have done with this release.

• For example, if user wants to check agent sequence by checking the RAW report, like who is first agent that is connected with the customer and which queue he belongs to etc. now it is easily done by checking the RAW report alone.

• Below is the list of field names which is having data in order now.

  • Queue ID

  • Agent ID

  • Agent Queue Type

  • Agent start Time

  • Agent Connected Time

  • Agent End Time

  • Agent call Duration

  • Agent Conn Status

  • Agent Phone Number

  • Sub Disposition

  • Disposition Note

CB-2213 | Transfer to IVR's DID with CLI conserved

• Previously, when the customer call is transferred to a DID, the flows gets failed and user used to get disconnect from the call.

• For e.g., if the user is on call with the agent and if the user wishes to go back to the IVR, then agent can simply make use of transfer the call to the DID and then based on the DID, corresponding flow will get executed.

• The user can be transferred to the respective DID based on following options:

  • Admin UI → Transfer Call widget

  • Agent UI → Transfer Call control

CB-2537 | Delay in Call Strip on Agent-UI

• At the time of high load calling it was noticed minor delay in call strip events.

• Delay has been reduced significantly with this release.

Bug Fixes:

IM-755| Set Default Country Code as (91) for Direct Dial Bulk upload

• Before this release, at the time of direct dial bulk upload system was considering to bulk upload agents without mentioning the country code.

• Previously default country code was not set for direct dial bulk upload, which is now set as India(91) which means system will set country code to India(91) if not mentioned in the sheet.

IM-746| Agent Verification Without Password Setup

• Previously for newly created Agents, their status set to verified even before password setup.

• This was creating problems as without password setup at the time of agent creation agent was unable to log-in from the system.

• System was generating pop ups saying “Account is not verified“.

• Now system will only show agent’s status as verified once setup of the password has been done.

v1.58

Released on 22 April, 2022 | Technical Notes

What’s New

CB-2389 | Role Based Access Control(RBAC) Phase-2

• What is RBAC?

  • Role-based access control (RBAC) restricts access based on a person's role within an organization.

  • The roles in RBAC refer to the levels of access that employees have of a system.

  • Employees are only allowed to access the information necessary to effectively perform their job duties.

• Why it is Important?

  • Primary reason is security as RBAC improves overall security of the system.

  • Giving administrators increased visibility

  • Enhancing Compliance

  • Decreasing risk of breaches and data leakage

• How to setup?

  • RBAC mainly has three parts Permissions, Roles and Users.

  • A permission is the right to access one or more system’s section, Role is a collection of permissions that you can apply to users and User can only access those section which his role has permission to.

  • To assign a role to a user first admin has to assign permissions to that role which he can do by going into Advance > Role section.

    • Once role is created owner can assign a role to user by going into Advance > User section.

  • Here Important thing to note is User mapping should be done through back end so to map new user with your account contact help@phonon.io

CB-2468 | Call transcription Keyword detection functionality

• The most important Functionality in call transcription is keyword detection, because by looking keywords only user can get an overview of call.

• This makes it very easy to analyse multiple calls in a short period of time.

• You can setup Keyword Detection by configuring Tags and Keywords

  • Tags: You can setup a tag as a list of keywords that refer to a single topic. An example of a Tag is TAG: ABUSE which will contain a list of keywords such as nonsense, and well many more.

  • Keywords: Keywords are list of words, and if in any call any keyword is detected, the associated tag will be applied on the corresponding call.

• Using the Keywords, you can quickly and directly categories the calls by different tags, and the same will be available as part of “Call Transcription Report”.

Example:

• To get all the calls in which a competitor is mentioned, you can create a tag called COMPETITOR with keywords as your competitor’s name (Let say RING CENTRAL , AMEYO, AVAYA, etc. )

• After every call, the call transcript will generated, and the call transcript will be scanned against all keywords. If any of the keyword is detected, say “Ring Central”, the corresponding tag, in this case.

CB-2434 | Calls Waiting for Agents Auto update

• In the previous release we have re-introduced Calls Waiting for Agents widget on supervisor UI.

• Auto Update functionality is provided for this widget, so now this widget will get auto update on every five second.

• Now supervisor does not have to press get detail button every time t

CLI-394 | Increase duration between reattempts

• Previously the duration between the reattempts calls was 24 hours (1440 Mins) which is now increased to 48 hours (2880 mins)
  
  

CB-2446 | Changes In Purchase DID screen

• Added Phonon's Verified Business Identity solutions information on purchase DID screen.

v1.57

Released on 08 April, 2022 | Technical Notes

What’s New

CB-1210 | Security: Single Sign-On with OneLogin & Okta one-click integration is here! coming soon

• Enhance security of your cloud applications with SSO (Single Sign-On), which allows your team members to access Phonon Central application with Identity Providers like OneLogin & Okta!

• Using IdP (Identity Providers) you can manage your

• To get started with OneLogin, please install the Phonon Central app by clicking on this link: https://{subdomain}.onelogin.com/apps/new/160645, for example if your org subdomain is phonon-test, then your link would be “https://phonon-test.onelogin.com/apps/new/160645”.

CB-2418 | Updated Navigation Menu

• Navigation menu of the Web-UI in central has been updated now.

• This is primarily done for the ease of use and Role based access control which we will going to release soon.

• We have decided the navigation Menu in eight part which is mentioned below.

  • Home: Home page of Central

  • Campaigns: Everything related to flow is in this section

  • Call Center setup: Queue, Agent, Agent groups, Dispositions etc.

  • Emergency Notification: emergency notification, address book and labels

  • Reports and Dashboard: UI report, Advanced reports, Email Report, Live Agent Status

  • Setup: Everything which is required to setup your account

  • Advance: Integration, Event Webhooks, Users (Later we will include roles and single sign-on page in this section)

  • More: Short links, e-commerce etc.

CB-2369 | Zoho Phone Bridge Integration v1.0 comming soon

• The PhoneBridge integration connects a Zoho account with Central,

• Which provide agent to make call from the Zoho UI and receives notification in case of new call

  • Call management: Manage outbound and inbound calls from within Zoho products

  • Click-to-Call: Make calls by clicking any contact's phone number.

• The user can turn on or turn of this feature as per the convenience.

CB-2407 | Call Transcription Phase 1 coming soon

• Call transcription is the conversion of a call audio into written words to be stored as plain text in a conversational language.

• This functionality is very helpful feature in contact center domain as it can help them to improve the customer experience.

• Central is now using Microsoft azure speech to text functionality to transcribe the call recordings.

• We are storing the transcription data in the Mongo DB data base as of now.

• In the future we will Introduced Transcription report and keyword detection and tagging functionality.

• To know more, click on the following link: https://phonon.atlassian.net/wiki/spaces/PD/pages/480215551

Note:

• We strongly recommend to use agent recording for call transcription so that only agent and customer communication will get transcribe.

CB-2434 | Calls Waiting for Agents Auto update COMING SOON

• In the previous release we have re-introduced Calls Waiting for Agents widget on supervisor UI.

• Auto Update functionality is provided for this widget, so now this widget will get auto update on every five second.

• Now supervisor does not have to press get detail button every time to see the updated data.

Other Small Changes & Bug fixes

• CB-2447 | Maximum field count for configure view filed page was 10 earlier which is now increased to 20

• CB-2463 | Operation Widget → Alias → previous Max Length was 10 characters, Which is increased to 25 now.

IM-209 | Agent Mapping For Schedule Call back

• Agent mapping is introduced with the schedule back disposition.

• So call will automatically go to the agent who has schedule the call at the first place.

• To use this functionality schedule call flow must be dialer flow.

How to enable agent mapping in schedule call back:

• Use dialer flow for schedule call back.

• Ring strategy of a queue must be selected provided.

• In Agent connect widget Add flow variable $call.syskey.agentkey.

IM-555 | Global Search Functionality on Agent Page

• Previously, search functionality was present on the agent page but it was limited to search only by the agent name.

• Global search functionality is implemented on this page which means now one can search agents by their ID’s, Agent keys, Agent User name etc.

IM-714 | Transfer to Queue Call Entry Missing in CDR

• Previously, When agent transfer the call to the queue and customer cut the call when he/she is in a queue.

• The entry of that call was not added in CDR report but it is being counted in QSR which was creating a count mismatch.

• We have resolved this issue with this release and Now, Entry of such call is included in the CDR report.

IM-337 | Agent ID and Supervisor ID Match Exception

• When Agent’s Agent ID and Supervisor’s supervisor ID is similar, It was showing agents calls against the name of supervisor.

• This was a very rare scenarios is now resolved and we have taken a precaution that it will not happen again in the future.

v1.56

Released on 21 March, 2022| Technical Notes

What’s New:

CB-2371 | Account Switching from Web-UI

• We have introduced RBAC feature in the previous release where, User can visit mapped account from his account directly without going in to support account.

• We have done some modification to make the UI more user friendly and easy to use. Screenshot is attached below for reference.

CB-2376 | Activity Log Change

• Changes has been made in the Activity log section of the support UI.

• Following changes will be logged in the database:

CB-2087 | Calls Waiting for agents On Supervisor UI

• Modified the logic of call waiting for agents widget on the supervisor UI.

• This widget indicates the value of calls that are currently in queue and waiting for agents to connect.

• Now it is showing accurate call count in near real time.

CB-2342 | Google verified SMS status

• Previously, system was not storing the information related to verifies SMS in the reports.

• Due to this reason it was not possible to check weather verified SMS was sent or not.

• Google verified SMS status has been added below mentioned reports so that Admin can know that weather the verified SMS sent or not.

  • UI Report

  • RAW Report

  • SMS Detailed Report

CB-2384 | Modification in Domain Whitelist

• From now on, At the time of account creation domain name of the account owner’s mail ID will be white listed automatically.

• No need to white list admin domain manually. system will capture admin’s domain and add it in to domain white list section.

Bug Fixes:

IM-710 | Agent Status Stuck on "UserCallCompleted"

• Previously agent status was getting stuck on “User call completed“ and it was not turning back to available.

• Now system will automatically change the agent status from “UserCallCompleted” to “available“.

CB-2030 | Wavenet checkbox issue in play and multiply widget.

• For multicast Transnational flow, Wavenet check box status was changing it’s state everytime someone edit’s the flow.

• We have resolved the issue with this release and now it is working as expected.

IM-529 | Queue ID not present in Raw Report

• Queue ID was not visible in the Raw report when the call was waiting in a queue.

• We have resolved that issue with this release and it is working as expected.

CB-2411 | Central | Voice is not come in OTP Over Call

• For some OTP calls voice was not coming which is resolved now.

v1.55

Released on 17 February, 2022| Technical Notes

What’s New:

CB-2371 | Multi Admin Access

• You can now add other Central accounts to your own as Managers. By doing so, other accounts will be able to access your account and have same rights as yours.

• To add an account as a manager, please send your request to your account manager or help@phonon.io.

• If your account is added as a Manager in any account, you’ll be able to see the list of them in the “Profile” dropdown on top right. Once clicked, you can access the mapped account directly.

• Read More Here: https://phonon.atlassian.net/wiki/spaces/PD/pages/481329418

Bug Fixes:

IM-576 | Sanitize Phone Number Input on Agent UI > Login page

• Phone numbers contain several components. such as an area code, phone number itself and country code. Also, there are many conventions for expressing the phone number. In some countries, they use periods to separate the numbers , Some use dashes, Others use parentheses, Some use spaces.

• The same is true for entering contact details data, to overcome from this discrepancy New trim functionality is added on the agent Log-In page so if contact number contains any special characters system will trim input automatically and consider only numbers.

• Below are some examples for reference.

CB-2343 | Central Email from "Central Helpdesk <help@phonon.io>"

• All the system mail will be sent through "Central Helpdesk <help@phonon.io>" instead of "Product Support <support@phonon.io>"

CB-2087 | Hidden ”Calls Waiting for Agents” Widget on Supervisor UI

v1.54

Released on 10 February, 2022| Technical Notes

What’s New!

CLI-303 | Run Inbound Short Code SMS Campaigns on Central new

• Now you can run Inbound Short Code SMS Campaigns on Central.

• You can configure an inbound number, such as , get the SIM attached on the dongle,

  • An Inbound SIM with Inbound SMS support, such as +91 96873 96873 sent to custody of Phonon Communications

  • A keyword from which all Inbound SMS will start with, eg. “CITY”, “START”, etc.

  • An Outbound Campaign which will be triggered when a customer sends an SMS with the keyword.

  • On the Outbound Campaign, you’ll get the SMS text in $flow.syskey.message

• There are many uses-cases possible with an inbound SMS. You can run a campaign for choosing a credit card type, you can pair it with any other campaign to register customer input, you can take customer consent for various use-cases, and many many more.

• Interested? Please reach out to your account manager or send an email to sales@phonon.io to get started.

v1.53

Released on 03 February, 2022| Technical Notes

What’s New:

CB-2177 | Barge-In Functionality for Inbound and OBD flow

• Barge-In Is functionality is re-introduced for the inbound and outbound flow with this release.

• We have resolved all open issues associated with the barge-In and it is now working as expected.

• Using Barge-In supervisor can now intercept agent’s call from Supervisor’s UI

CLI-286 | Encryption in Central APIs

• We have introduced encrypted API for outbound multicast and outbound dialer API request.

• functionality of encrypted API is up and running, only UI part of encrypted API is pending as of now but and team is working on it which will be released in the next two sprint.

• Find the document of generating encrypted API here

Other Minor Changes:

CB-2304 | Populate Dates in all Rows for Summary Reports

• For “Queue Summary report” and “agent summary report” The "Date" column was populated only for the first row of the date and not for all the rows. Due to this, customers ware not able to use the reports effectively.

• From this release on wards dates will be populated to all rows.

CB-2340 | Disable Future Date Selection in Historic Reports

• Removed the ability for user to select a future date in “Reports” section of Historic Reports.

Bug Fixes:

IM-619 | Verified Calls Status in JSON Report

• Previously, exceptions Related to google verified calls ware not handled which was creating an issue in the call flow which we have resolved in this issue.

• For now, we have added the verified call status in JSON report for any debugging.

• Below tags is added in the JSON reports for verified calls.

  • Verified reachable: Reachable/Unreachable

  • Verified state: Success/Failure/Exception

  • Verified Failure reason: Details of the exception (if there are any)

IM-653 | Discrepancy in Count between “QSR” and “QIR”

• There was a discrepancy in terms of call count between Queue summary report and Queue Interval Report.

• After doing the analysis we found that Primary reason which was causing the discrepancy is somehow queue interval report was not showing call count of the last interval If

• After doing minor modification in the code now Queue Interval report is showing call count of the last interval.

• In addition to that call count of queue summary report and Queue Interval report is exactly matching which each other.

IM-590 | Receive Delivery count “0” for Delivered Emails

• System was only calculating Email delivery count to 1 if status of the Email delivery was “Delivered“ that was creating an issue because there are three more status which indicates Email is delivered. Those status are mentioned as below.

  • Complaint

  • opened

  • Clicked

• Modification has been done in the logic and email delivery count for above mentioned state is now showing 1.

IM-542 | Custom Reports Not Getting Delivered

• custom reports ware not getting delivered to the customers in some cases due to Connection Time Out error.

• The primary reason which was causing this issue is there is no provision for retry connection if connection gets failed.

• Three attempts for connection has been added now.

IM-594 | SMS Widget Mobile Numbers format

• In the SMS widget, Mobile Numbers For Sending SMS was not Properly Formatted, which is essential for Proper Delivery & Billing for Users.

• From this release, Proper mobile number format is set on the SMS widget in accordance to weather international SMS is enabled or not.

• How mobile number formatting is done on SMS widget is explained below

  • If mobile Number has any special characters or space in between the number system will remove it.

  • If a mobile number has First zeros system will eliminate it

  • system will reject the entries of the toll free numbers.

IM-415 | Call Recording enable/disable issue

• From the Web UI we have provided the functionality to update call recording state of a particular agent.

• Though user receives the notification on the screen stating recording state has changed but it was not reflected on the DB as well as on the UI.

• By doing further analysis of this we have noticed that for bulk update also it is not working.

• That issue has been resolved with this release for both through agent UI and through bulk update.

CB-2087 | Fixed ”Calls Waiting for Agents” Widget on Supervisor UI

v1.52

Released on 30 December, 2021 | Technical Notes

What’s New:

CB-2156, CB-2155 | Central is now Faster!

• We have implemented CDN which will improve the asset loading of Central across Admin UI, Agent UI and Supervisor UI, allowing you to use Central even faster.

CB-2218 | Get Documentation link directly on Agent UI

• On daily basis, many agents face trouble logging in to Agent UI.

• Many of questions are covered in our FAQ page. Now the same is directly available from Agent UI.

• On Agent UI, you will now find a icon, using which Agents can quickly access the FAQ page.

  • This link will lead to general issues faced during “Login” process.

• Same is also available once Agent is logged in.

• On the top right corner, you will now find a icon, using which Agents can quickly access the “Quickstart”, “Documentation” and “FAQ” page.

• Same is also available on Supervisor UI.

Other Small Changes:

1. CB-2208 | Non-connected call recordings will be kept only for 3 days for troubleshooting process.

2. CB-2217 | On troubleshooting, the page will be auto-refreshed. No need for manual refresh anymore.

3. CB-2218 | Sub Flow have been removed for now.

4. CB-2218 | Added notes to reach out to support team for E-commerce page.

5. IM-602 | Fixed an issue in which Hangup Widget provided cause code 18 even for connected calls. Changed it to cause code 16.

Bug Fixes:

IM-530 |  Call Record Missing in the CDR Report

• Issue: Few entries in CDR was missing, but were available in raw report.

• Root Cause: Those entires had ISDN null, do to which an exception was generated in CDR Report generation and hence was skipped.

• Resolution: We have added an exception handling in system to put a '-' value in ISDN when same is not available from Asterisk.

IM-488 | Call Duration is 0 for Connected Calls

• Issue: Call Duration is 0 for calls with >1 second of actual call duration.

• Root Cause: We’re not able to find the root cause of the same.

• Resolution: As a temporary fix, we have system will check for all records where duration = 0 and connection = true, we’re updating the duration with correct value. This script will run on weekly basis until we’re able to solve the root cause of the same.

IM-549 | Verified SMS not working

• Issue: One account was not able to send Verified SMS post all configuration.

• Root Cause: Last year, account name restrictions were added, but the existing accounts were not updated accordingly. Due to this, an account with ( in it, was failing to add the Sender ID.

• Resolution: Temporary fix has been added for the impacted account, in the next release, updated RegEx will be updated as well.

v1.51

Released on 16 December, 2021 | Technical Notes

CB-2254 | Log4j RCE Exploit | Version upgrade in all ropes

• This is an urgent fix to resolve a critical Vulnerability raised in the older Log4j version.

• You can have detailed inside of this issue over https://logging.apache.org/log4j/2.x/security.html

v1.50

Released on 10 December, 2021 | Technical Notes

What’s New:

CB-2207 | Live Queue Status when Transferring Call to any Queue

• Scenario: Customer has called an inbound number, and mistakenly selected Sales queue instead of support queue. After waiting for 10 minutes in the queue, he’s connected with the agent. The agent on understanding that customer has a support query, transfers the call to the support queue. Unknown to the agent, the timing for the support team was up, due to which the customer got removed from the queue immediately.

• To improve the “Transfer” experience of the customers, the agent will now be able to see the status of the transferring queue. Status includes:

  • Available: If there is at-least one agent Idle in the transferring queue.

  • Busy: If there is at-least one logged in agent, but no agent is available to pick the call. The Agent will also see a note to inform the customer of the potential wait time before transferring.

  • No Agent Logged-In: If there are no agents logged-in in the transferring queue. The agent will not be able to transfer the call to the queue.

  • Out of Business Hour: If the transferring queue’s business hours are completed. The agent will not be able to transfer the call to the queue.

Other smaller changes:

1. CB-2176 | Make Call Widget & Transfer Call Widget > Ring-timeout: Configuration has been removed. It will always be 45 seconds. This has been removed to prevent incorrect configuration.

2. CB-2176 | Queue > Agent Ring Timeout > Configuration has been removed. It will always be 45 seconds. This has been removed to prevent incorrect configuration.

Bug Fixes:

IM-204 | Registered Email Error is not Showing on Sign Up Page

• Previously, on the Sign Up page, if we enter an already registered email, the Sign Up button stays disabled but no error is shown, Because there is no indication, the user gets stuck.

• We have added a note mentioning “This email is already registered” for clear understanding.

IM-398 | Supervisor UI > Break name showing as “Paused”

• Agent had apply for meal break or bio break but the same was not getting reflected on agent UI. we ware just getting pause status instead of name of pause code on UI.

• This issue is resolved now with this release now and supervisor is able to see the correct pause state of agents.

CB-2216 | Terms & Condition link error on Sign Up with Username

Terms and condition is added on the signup page of Web UI.

v1.49

Released on 02 December, 2021 | Technical Notes

What’s New:

CB-2161 | Flow Call Recording | Start at dialing instead of connected

• As per the previous implementation flow call recording start when call was in connected state.

• Problem with previous implementation, when call was not getting connected or user was in busy state, system did not initiate the recording.

• we have done modification in the implementation and now flow call recording starts when call is in the dialing state.

Bug Fixes:

IM-501 | Not Able to Update Web-hook Header Values

• Previously, in a webhook widget section admin can add new webhook header value but he can not modify or delete existing webhook header.

• This is is fixed with this release and now Webhook header update and delete functionality is working as expected.

IM-521 | KYC Entity Type Missing for Countries Other Than India

• In the KYC section Entity type was blank for all countries other than India.

• Entity type is added for all remaining continues with this release.

• all counties other than India is now going to have 2 entity type “Individual“ and “Company“.

IM-426 | Smart Search Implementation in Disposition

• Smart search was implemented in the disposition section on Agent UI.

• Now Agent can type and find the disposition easily.

IM-497 | Bulk Number Whitelisting in Agent Group

• previously Bulk upload for number whitelisting in the Agent group section was throwing an error while uploading the number.

• That was creating bad user experience as admin was unable to know whether number was whitelisted or not.

• We have added notifications now on screen “Updating data“ while file is uploading and “File uploaded“ when file uploading is successful.

IM-506 | Agent Status Stuck in DB

• Status of agent was getting stuck in the data base due to which agent was unable to get the new calls.

• After the modification in the data base, it is resolved with this release.

v1.48

Released on 18 November, 2021 | Technical Notes

What’s New:

CB-2000 | “Play Prompt to All” Option in Transfer Widget

• In a transfer widget new parameter is introduced with this release named “Play prompt to“. Two option is provided with it “only Agent” and “Play prompt to all”.

• By selecting “only agent” option the prompt will be played only to agent (Second leg),

• By selecting “Play prompt to all“ The prompt will be played on both side. Prompt will be heard by both Agent and Customer.

• Also, google cloud TTS support is provided with this release in transfer widget.

CB-2087 | ”Call Waiting for Agent” is now near real-time on Supervisor UI

• Previously,on a supervisor UI’s Agent Dashboard page we have observed that the widget "Calls Waiting for Agent" was not showings real time data and it was not accurate also.

• This was creating end-user confusion as the supervisor is not able to understand or interpret what what it was showing.

• To overcome from it now we have implemented a new logic, so whenever a call comes into the queue, now system will increment the count by 1 and whenever a call is connected or drop value of “Call waiting for agent“ system will decrement it’s value by 1. This way we would be able to maintain a table with real time values of 'Calls Waiting in Queue.

CB-2170 | Improved Agent Verification Voice OTP

• Changes done in the SSML script of Voice OTP, as for multiple incident it was noticed that OTP Voice was not easily understandable to many users.

CB-2173 | Desk Phone Number Validation Range Update

• Previously on Agent log-in via desk phone, Desk phone number validation limit was set between 3 to 7 which is modified between 3 to 9.

CB-2169 | Hide "Calls Missed" metric from Supervisor UI

• Removed “call missed“ metric from agent profile in the Supervisor UI.

Bug Fixes:

IM-485 | Add API Request Timestamp in CDR, Report

• Previously, Central didn’t store the the time where the API request was initiated. The only way to look for this time stamps was by looking at the Phonon UUID of that call from the data base.

• Since there was no API request timestamp available in the report, it's difficult to know when exactly the API request was made. This was creating the issue because if one has to find out the difference between call start time and API hit time.

• Also now from this release API start time will be blank system will consider current time as a start time and initiate a request.

• we have added “Request Timestamp” in the CDR and Dialer call detail report.

IM-437 | Blind Call Transfer to Queue

• Previously, when agent transfer a call to the queue till the time system allocate the other agent to that call first agent screen got stuck and he was not able to receive new call.

• Blind call transfer have been implemented with this release when call is transferred to queue.

• so now as soon as agent transfer the call to any queue, he/she will not have to wait for the call to be connected.

• so now, agent can immediately fill in the disposition and be available to take the next call while the customer is waiting in the queue.

IM-513 | Google Verified Calls for static Number transfer Not Working in Dialer

• previously, Google verified calls feature was provided for the Dialer flow but it was not functional for the static number.

• we have implemented this functionality with this release and user can now enable google verified call functionality by enabling “Use google verified calls“ button in the make call widget.

• As of now, this functionality can be execute on mobile and landline option and not for desk phone and soft phone. It will also not work for the transferred call.

Invoice Module change:

CB-2167| Invoice Module | Add Service ID on UI

• Service ID is added in the invoice module

CB-2168 | Invoice Module | Changes done in Summary API

• Bug Fix of summary API of invoicing module

V1.47

Released on 01 November, 2021 | Technical Notes

What’s New:

CB-1815 | Improved state-aware Agent Break

Related: CB-2054

• We have improved the Agent UI’s Break logic to be agent-state-aware.

• Now, if the agent enables the break on a On-Call-Work state (i.e. incoming, connected, disposition, etc), the break will not be enabled immediately, instead, it will wait for the current call to be over, and then put the agent directly on break subsequently.

• That is, the break will be enabled after the call is completed.

• This allows the break time to only be added for the time the agent is actually on break, and not add the break time of the call handling process.

• So agent can now freely enable the break if they intend to not take further calls

CB-2141 | Outbound Dialler now support Deskphones

• You can now use Desk-phones with Outbound Dialler, just like in Outbound Multicast and Inbound products

• You can enable Deskphones in respective Agent Group.

• Read more in documentation here.

CB-2104, CB-2114 | Historical Call Records now supports Call Recording for 3+ months

• Along with Call Records, Call Recordings will also be accessible for more than 3 months, as we have added the call recording path in the storage as well.

Bug Fixes:

• IM-481 | Re-fixed a report bug that caused all SMS counts to not be calculated in any report

v1.46

Released on 29 October, 2021 | Jira Release Link | Technical Notes

What’s New:

CEN-57 | New High Priority SMS Gateway integration

• As a part of improving the SMS experience, we have integrated another vendor for sending priority SMSs.

• This will help us distribute the load, and keep a backup for priority SMSs.

• You’ll find a new gateway provider if you have access to Support UI.

CB-2112 | Template ID are now mandatory in SMS Widget

• As the DLT regulations are implemented fully which requires templated ID as a mandatory parameter, SMS Widget has also made template IDs as mandatory.

Bug Fixes:

• IM-465 | Fixed a bug due to which SSML was not working in Emergency Notification flows

• CB-2152 | Fixed an internal exception in clearing pending dispositions

• IM-481 | Fixed a report bug that caused all SMS counts to not be calculated in any report

v1.45

Released on 20 October, 2021 | Jira Release Link | Technical Notes

What’s New:

Mobile SIP Calling Over TLS | Alpha Release

• You can now make VoIP Agent Leg calls using SIP Client on your smartphone!

• Follow the guide here: Using Softphone with Mobile Agent UI

Redeployed v1.44

Other smaller changes:

1. On Agent UI: “Calls Abandoned” is renamed to “Calls Missed”

2. On Agent UI: Calls Missed in Agent Metrics has been hidden for time-being

Bug Fixes:

• IM-498 | Improved the performance of Agent UI

v1.44

Released on 14 October, 2021 | Jira Release Link | Technical Notes

What’s New:

CB-2071 | Raw Report | Add Total Hold Time (secs) and All Agents On Mute Time (secs)

In the raw report, two new fields are added “Total customer Hold Time” and “Total agent Mute Time”. By adding these fields in the raw report, now one can check the total duration of Customer hold time and Total duration of Agents Mute time.

Total Customer Hold Time: Total time the customer was put on hold by that agent in seconds. Please note it includes the time customer was put on hold during the conference, consultation and transfer.

All Agent On Mute Time: Total cumulative mute duration of all the agents.

CB-2160 | Central Reset Password and Verification Link Email changes:

1. Verification Links are valid only for 30 minutes. A note has been added for that.

2. AWS Tracking has been removed from verification email button.

3. Emails will be sent from help@phonon.io instead of support@phonon.io.

Bug Fixes:

IM-337 | Agent name & Supervisor name not updated in the CDR report

Issue: When Agent selected “Phone number” option for “conference” or “consultation”, the Agent name is showing in CDR also Supervisor name was not showing in the CDR report when he was using “monitor” or “whisper” functionality.

Reason: When Agent1 consult or conference with the Agent2 system was showing correct agent name but when Agent1 consult or conference with the phone number it is showing Agent1 instead of keeping that field blank. Also when supervisor was doing incoming and outgoing call it is showing in the reports but when supervisor “monitor” or “whisper” supervisor’s name is not visible in the “Agent Name“ Colum

Solution: New value is added in the Agent name column so if Agent1 does Consult or conference call with the phone number system shows  “-” value in that column and Supervisor’s name is visible now in the agent Name column in the CDR.

CB-1959 | Supervisor Monitor & Whisper Interface report issues

Issue: Supervisor call status issue on Raw Report

Reason: Supervisor call status was showing “failed” in the Agent status column even when when the supervisor was whispering or monitoring the call, supervisor cut call, Not pick up the call.

Solution: This issue has been resolved now with this release and following status is provided in the raw report.

IM-416 | Calls getting allocated after login-in

Issue: Calls was getting allocated to Agents even when on break.

Reason: When the agent goes on pause, and then clicks on logout, the system first unpause it and then log-out the agent. This is done to ensure break time calculation do not include not-logged in time. Now when the agent login in again, the system put it on pause again, but sometimes due to delay, the agent is acquired first.

Solution: We have made change such that Agent will by default remain on Pause state even with logout-login.

IM-470 | QSR (Calls Offered in Queue) > CDR count

Issue: The CO count in QSR was greater than CDR when selected one queue

Reason: There was a null pointer exception

Solution: The exception was handled gracefully. We also looked for any other exception that is needed to be handled. We’re currently monitoring it.

v1.43

Released on 08 October, 2021 | Jira Release Link | Technical Notes

What’s New:

CLI-254 | Update Dispositions filled by the Agent through any REST API

You can now update the disposition filled by the Agent in any system through any REST API configured in the system.

In the Advanced > Call Events > “Disposition Submitted” Event which is triggered when the disposition is submitted, following new Flow Variables are available:

You can now use these Flow Variables in the Body of a configured API. Just remember, it will be available only in “Disposition_Submitted” event.

Read more in the documentation here.

CB-2069 | CDR Report | Add Total Customer On Hold Time (secs) and On Hold Duration (secs)

In the Call Detailed Report, you can now also find out the duration an agent has put the customer on hold. In CDR Report, for each connected agent, you can find two new columns “

1. Total Customer Hold Time: Total time the customer was put on hold by that agent in seconds

2. On Hold Durations: Its not only important to know how much the customer was put on hold, but also how long in one stretch the customer was put on hold. On Hold Duration will provide comma separated values of the hold duration for each hold, so you can ensure customers are not put on hold for more than a set period.

3. Please note it includes the time customer was put on hold during conference, consultation and transfer.

Read more in the CDR Documentation here.

CB-2070 | CDR Report | Add Total Agent On Mute Time (secs) and On Mute Duration (secs)

Same as the Hold time, you also now have the visibility over how long each agent was on mute. In Call Detailed Report, for each connected agent, you can find two new columns:

1. Total Agent Mute Time: Total time Agent has put themselves on mute in seconds.

2. On Mute Durations: Each mute’s duration as comma separated values.

Collectively you can see:

In next releases we’ll be soon be adding: Total Hold and Mute time in the Interface report (cumulative of all agents), ability to alert agents on crossing a threshold of hold and mute time.

CLI-289 | Simpler Text Based Captcha for Whitelisted IPs

Considering various Banking environment, our reliable Google Captcha becomes a bit more unreliable. For scenarios where a single VPN is used, and/or where Google Recaptcha cannot be accessed by the network security team, you can now whitelist your static IP to use a simpler text-based captcha that doesn’t need any extra whitelisting of domains to be done.

With requests allowed only from whitelisted IPs, security is not compromised a bit.

If you’re facing challenges in Google Re-captcha and have a static IP, reach out to your Customer Success Manager or help@phonon.io to activate the same in your account for no additional cost.

CB-2030 | WaveNet Warning in Play & Multiplay Widgets

Do you know that Google TTS WaveNet uses advanced machine learning to mimic a natural sounding human voice? Probably. Do you know it’s priced 4 times the standard rate? Probably not.

You’ll now see a small warning when selecting WaveNet voice in Play and Multiplay Widget. Still want to use it? Just check mark the warning to move forward.

Bug Fixes:

CB-2077 | IM-444 | Flow Variables issues

Following Flow Variables have been fixed to provide the appropriate values:

1. $call.hangup: Instead of $call.end, please use $call.hangup to get the hangup time.

2. $call.dnis.type: You’ll get MOBILE or FIXED_LINE values for dnis.

3. $call.dnis.areacode: Get the Area Code of the DID (Eg. 22)

4. $call.attemptnumber: Added a fixed value of 1 in Inbound Flows for consistency.

5. $call.cdr: You can get the unique CDR ID of the customer call.

6. $call.agent.cdr: You can get the unique CDR ID of the agent call.

Deployed On

v1.42

Released on 28 September, 2021 | Jira Release Link | Technical Notes

What’s New:

CB-1988 | Historical Call Records & Recordings

• New Feature “Historical Call Report” has been added to Supervisor UI.

• Now your call recordings and Call Detail Report will be stored for more than 3 months, and you’ll be able to access call recordings, search for data, download CSV and bulk call recordings - all essentially for-ever, with all the data stored solely on your Amazon S3 in a CSV format along with your call recordings, keep you in complete control of your data. This is a value-added-service that can be purchased and activated on per-account basis.

• Read more in the documentation here.

CB-2047 | Outbound Multicast | Agent Prompt played to Both Party

• We have enhanced our “Agent Connect Prompt” which plays a specified prompt or TTS to both parties. This will ensure that the first party can also hear the prompt being played and same will be part of the main call recording.

• Further enhancements will be done for adding a configuration to control this behaviour as per your use-case!

Bug Fixes:

• CB-1800 | Analysis of Queue Summary, Agent Productivity and Call Detail Report

  • Issue: Customer Connected → Agent Allocated → Agent Dialled → Customer disconnects before the agent can receive the call. The Queue Exit Status was considered “Agent Allocated” instead of “USER_HANGUP” with “Agent Connected” false. This is normally considered “Missed Calls”, and when reconciled with similar columns in Queue Summary Report or Agent Summary Report, the count was more than counter part.

  • Reason: After “AGENT_ALLOCATED”, no further statuses were updated. So, if customer disconnects the call while agent is dialled, the status was still kept at “AGENT_ALLOCATED”, but in Queue Summary Report, it was not considered.

  • Solution: We have added a new status “USER_HANGUP_DURING_AGENT_DIAL” which will be updated in “Queue Exit Status” column. Thus, selecting “Agent Allocated, with Agent Connected False” will yield correct “Calls Missed” count in QSR and ASR.
    
    

• CB-2095 | IM-442 | Central | 1222 | Incorrect Break time getting calculated

  • Issue: The break time was calculated in hours, while actual break time was much less

  • Reason: Two Pause and Unpause events were in same second. The kairos-reports, which calculates the break time, worked in seconds, and not milliseconds, due to which, the same-second unpause event was not considered, and the time till next unpause was added in break time.

  • Solution: We have added millisecond to be considered in calculations in all reports.
    
    

• CB-1422 | IM 103.2 | SPIKE - Identifying Hang Up By party

  • The “Hang Up By” column in Call Detailed Report and Dialler Call Detailed report has been updated. Please find the detailed documentation and open points here.

Deployed On:

v1.41

Released on 25 September, 2021 | Jira Release Link | Technical Notes

Bug Fixes

• CB-2081 | Emoji’s in Email Widget is now supported

• CB-2050 | Fixed a potential vulnerability. If your account is blocked due to repeated incorrect password, the email will not contain a reset password link.

• CB-2011 | Second Call leg number has been added in all call recordings

• CB-1956 | Softphone over TLS → Conference and Consultation issues are fixed

v1.40

Released on 14 September, 2021 | Jira Release Link | Technical Notes

What’s New

• CB-1944 | Dialler - Added support of connecting with Agent’s Phone Number directly through a Flow Variable.

• CB-2038 | CLI-240 | Added a new variable in 1222’s API

• CB-2036 | You can now bulk download call-recordings of upto 30 days anywhere in the last 3 months.

Bug Fixes:

• CB-1917 | Fixed a bug through which multiple password reset links were valid at a one instance for improved security

• CB-1913 | Updated an outdated version of jQuery for improved security