Release highlights

New Segment configuration for Call Targets

We have replaced the Dynamic DNIS Mapping feature with an enhanced version named Segments. Segments allow you to process callbacks for multi-skilled agents in a single queue while maintaining combined ECBT, real-time reporting, and callback pacing settings.

Segment configuration is now contained in its own tab on the Call Target page.

All of the functionality of Dynamic DNIS Mapping has been retained with the following additional updates:

• A new API endpoint with full create, update, and delete functionality is available.

• Anywhere DNIS mappings were referenced in dashboards and reports, Segments will take their place.

• New Segment reporting is available on the Call Detail and Executive Summary pages.

• Caller experience settings can be set for individual Segments or inherited from the Call Target's configuration:

  • Offer ASAP Callback

  • Offer Choose Hold

  • Offer Message Intercept

  • Offer Scheduled Callback

  • Announce ECBT During Offer

  • Announce ECBT During Confirmation

  • Media set (allows for multi-language agents on a single queue)

All enabled DNIS mappings will be automatically transferred to Segments with this release.

We continue to make security enhancements throughout the application.

These updates will continue to maintain compliance with modern security standards.

Resolved issues

The Outcomes chart on the Conversation Overview page now excludes Call Targets appropriately.

Previously, when viewing the drill-down for registrations by Call Target on the Outcomes chart, Call Targets with no data for registrations were erroneously included. Now, only Call Targets in this category will be included.

The Retrieve Historical Call Data API endpoint now includes metadata regardless of casing when submitted via widget.

The /v2/data/historical/{date}/{hour} endpoint was processing metadata in a case-sensitive way when requests were submitted via a pre-built Scheduler widget. We have updated the metadata handling to disregard casing.

We have added error handling on the Contact Center page to address a specific back-end error.

When the Contact Center page encountered a 504 Gateway Timeout error when loading, the raw error message was displayed to users. We are now handling this error with a banner stating that the page could not be loaded.

We have resolved a reliability issue with the Invoke a Call Answer API.

The way API-generated agent answer events were processed could cause some events not to register in the past.

A specific cause of stuck calls has been resolved.

We have identified and addressed an issue which could cause agent-first ASAP callbacks to be stuck in the "calling customer" or "calling company" state, even though both parties had actually connected.

Phone-type DNIS mappings will once again be hidden from the UI when the phone number is not associated with the Call Target.

After a recent release, any phone-type DNIS mappings for phone numbers disassociated with the relevant Call Target were still shown on the Call Target page.

The Save button on the Call Target page will no longer be active and clickable when no changes are pending.

Previously, the Save button could become active when there were no pending changes to save on the Call Target page.

Business Units will now be applied appropriately on the Scheduler Widgets page.

When users with the "Callback - Manager" role were assigned to a Business Unit, they were able to view widgets outside of their Business Unit on the Scheduler Widgets page.

An issue causing Scheduler widgets not to appear in SMS messages in a specific scenario has been resolved.

When the Process Callbacks toggle switch was off and the @Callme messaging automation was invoked, the widget would fail to render for the user. In this case, the widget should have rendered based on the Register Callbacks setting.