We are excited to announce the Evolve Contact Suite (ECS) v5.4.23 release will be available on June 2, 2024.

 

What do you need to know?

  1. Any changes made to your environment must be fully deployed via Setup before the upgrade and previously deployed versions will no longer be available after the upgrade.
  2. If your organization is staffed during maintenance, they will experience a short period of downtime (less than 10 minutes).
  3. Users will get a notification on their first login after the upgrade to accept and download the newest update. Please instruct your users to accept the application update.
  4. For more details about the steps, each customer can take after the release, see the Post-Release Testing

This release contains the following feature enhancements and bug fixes.

Enhancements

  1. SETUP - Speech Enabled Prompt Interrupt - During Prompt & Collect Selection flow activity and while speech is enabled. The caller can speak to select a menu option (number or word/s) before the prompt completes thus interrupting the announcement and continuing with the IVR flow.

    Detailed feature description - ECS Setup: Interaction Handling Flow: Speech Prompt Interrupt
  2. SETUP - Custom Value Set - Implementation now includes an option to create custom value sets which is in fact a list of values that can be used to present a selectable list of values in the agent app CRM screen or the Interaction Details screen. The agent will select one of the predefined values and it will be stored on the CRM contact or Interaction Variable respectively.

    Detailed feature description - ECS Custom Value Set
  3. Password Reset Process - Resetting a user password will no longer reset it to the default password, instead, the system will generate a temporary random password and the user can set it to a new one.

    Detailed feature description - ECS Setup: Staffing - Modified Reset Passwords procedures
  4. SETUP - Interaction Flow - Automatic Complete Handling. Usability improvement for SETUP flow editor by assigning all unconnected activity exit legs to Complete Handling activity with drawing a line.

    Detailed feature description - Automatic Complete Handling
  5. Reports - 03 Report - add Service Unavailable" column as another dialer failure reason.
  6. Reports - Disposition Code Category Details - Add as Filter to 2.01, 3.04, 4.02 Reports.
  7. Support additional SIP call flows for outpulsing DTMF to external IVR.
  8. SETUP Validation - Simple play on BP/Channel with disconnected exit point should be invalid.

Bug Fixes

  1. eAgent - Callback blind transferred between agents and recipient agent declines - the callback remains unhandled.
  2. eAgent - CRM Data and Notes tabs are mixed up.
  3. eAgent - The current time is shown instead of the start time in the Callbacks panel after a callback creation.
  4. eAgent - Email history interaction details timestamps are not time zone sensitive.
  5. eAgent - Ringtone is not played on an offered direct call.
  6. eAgent - Out pulsing DTMF doesn't work.