What's new in Contact Center

A description of new features in Landis Contact Center for Microsoft Teams.

July 9, 2021

Features

  • Wallboards: Adds the ability to choose and order the columns.

  • IVR: Adds a new BusinessHours block.

    • This block needs to be linked to an existing Business Hours Set. A "next block" can be configured for "On Hours" and for each "Off Hours" type.

    • This block also requires a TimeZone to be specified.

  • IVR: Adds a timeout to the ListenToTone block.

    • By default, the block will wait 10 sec. for the user to enter the tone. If no tone entered, the block will repeat the prompt and wait again. This is repeated 3 times, then a "can't connect" message is played after which the call is ended.

    • There are several options to configure this behavior.

      • TimeoutNextId: The id of the next block you want the call to go to if no tone detected. If omitted, call is ended.

      • RepeatUri: prompt to play when no tone was detected and the wait period is repeated. If invalid or nothing provided, then default repeat prompt is played. If DoNotPlay is used, then no repeat prompt is played.

      • CannotConnectUri: prompt to play after no tone was detected and before next action taken or call is ended.

      • RepeatWaitTimeSeconds: number of seconds to wait before repeating the prompt.

      • NumberOfRepeats: number of times to repeat the block.

  • IVR: Enables editing an IVR block by selecting it in the Visualizer.

  • Wallboards: Adds an Abandoned Call count column.

  • Misc.

    • Adds the ScenarioId column to detail reports

    • Adds the Avg. Sentiment column to the Agent Summary and Agent Detail reports.

Fixes

  • Fixes issue where a downloaded recording cannot be played in Windows Media Player

  • Fixes the issue in the MultiTone IVR block where if the block was repeated, the user's input would be appended to the previous input. The input is now cleared when re-entering a MultiTone block.

  • Fixes the issue where ListenToTone keeps playing prompt after tone is pressed.

  • Fixes the abandoned calls call length in reports.

  • Improves Wallboard Longest Idle formatting

  • Fixes the issue where Share URL on report filters sometimes created an invalid URL

  • Fixes caller number and name filter on IVR Details report

  • Disables sorting on some columns in live calls and recordings reports

  • Fixes the issue where the call type was always "Direct". Now the call is correctly identified as either Queue or Direct.

  • Fixes the issue where the Avg. Sentiment was not updated on Live Calls.

  • Fixes the issue on Live Calls where the State showed Current when it should have been Ringing.

June 11, 2021

Fixes

  • Fixes issue where a call that is transferred to another LCC queue by the Teams client is not routed correctly and appears stuck in the Live Calls page.

  • Fixes issue where a tone captured in an IVR can trigger the Queue Callback feature

  • Fixes issue where some call handlers are getting marked as missed

  • Fixes formatting of the Percent Met Service Level column of the wallboard

  • Correctly creates an agent timeline event when a new agent is created

June 4, 2021

Features

  • Queue Status improvements

    • Monitor & manage queues from one place

    • Added the ability to select a queue and see details about the agents and calls for that queue

    • Those with access can manage agent sign-in status to the queue

    • Those with access can barge in to calls

    • Made the page real-time (no need to refresh)

  • Wallboard improvements

    • New columns (Longest in queue, Percent met service level, and Signed in Agents)

    • Improved look & feel

  • Live Calls improvements

    • Fixed columns (Call Length, Sentiment, and Wait Time).

    • Removed the Ring Time column.

    • Prevented the Barge In button from appearing in certain scenarios

  • Wrap-up Entry Enhancements

    • Added a wrap-up timer that can be defined per queue.

    • If a wrap-up question set is defined, then the wrap-up time is required. Otherwise, it can be 0.

    • All existing queues with a wrap-up question set will have a 10 minute timer set

    • Wrap-up questions are saved as the user selects them.

  • Wrap-up Report Enhancements

    • Pie charts will now show all calls, even if no questions answered.

    • A details sections was added to the report.

  • Agent Status improvements

    • Added the ability to customize the existing statuses or add new ones.

    • Added the ability to assign a color to the status that appears in the timeline.

  • Teams Presence based routing

  • Agent Timeline report

    • Adds the ability to see status and call changes across time per agent

  • Routing Diagnostics

    • Adds the ability to check why an agent may not be receiving calls.

Fixes

  • Agent Panel: Queue sign-in states are real-time. If manager changes sign-in state, it will update live.

  • Abandoned Calls: IVR calls will only be marked abandoned if not transferred to another queue or user.

  • Fixes issue where agent status changes would take too long to propagate through the system.

  • Default agent status for new users changed to OFF.

  • Improve call routing logic

April 23, 2021

Features & Fixes

  • Ability for user with new permission "Clear Agent" to clear a call stuck in Agent Panel from Configuration | Users page.

  • Mitigate scenario where hold music can continue to play after agent answers.

  • Mitigate scenario where using mute can cause stuck call

  • Add additional logging

March 26, 2021

Action Required: This update requires additional permissions for Landis Contact Center and will require re-consent. This is in in preparation for presence based routing in a future release. Navigate to Landis Contact Center Administration | Settings | Grant permissions for Contact Center to interact with Microsoft Teams.

Features

  • Longest Idle Routing method

  • New Reports

    • Queue Detail Report

    • Agent Detail Report

    • IVR Detail Report

  • Improved user login expiration notification

  • Eliminate maintenance window for call recording bot upgrades

  • Agent reports now differentiate between missed and rejected alerts

  • Total Talk Time, Total Rejected Alerts, and Total Rejected Calls columns added to the Agent Summary report.

  • IVR Visualizer improvements

    • Adds ability to click on blocks or connectors and highlight the connections between them.

    • Improved overall diagram layout: connector line routing & improved label handling

  • UI improvements

    • Add ability to search in dropdowns throughout portal

    • Edit Wallboards: improved selection of multiple queues

    • Added object name to the header of edit pages

    • Restyled the Wrap up Report

    • Reorganize fields on Edit Resource Account page.

Fixes

  • Fixed End Call and Abandoned Call web hooks.

  • Abandoned Calls will not show calls that timed out.

  • Fixed sorting on summary reports.

  • Fixed issue where some settings were not replicating correctly to all systems.

  • Fixed issue where users that were added to a queue (and auto-added to the system) were not alerted.

  • Users should no longer receive the "You are not the owner of this call" message when trying to end the call.

  • Improve issue where hold music continues to play after agent answers the call.

  • Fixed issue where vertical scroll bar doesn't appear on some pages

  • Fixed issue where the recording status is incorrect if the agent panel is refreshed while on a call.

  • Fixed issue where barge in didn't work if call was transferred from an IVR to a Queue.

  • Fixed issue in IVR where a "PlayPrompt" block would end prematurely in certain scenarios.

  • Abandoned Calls now shows all calls for any user that has access to the OU, since "my calls" permission doesn't apply.

  • Exclude abandoned, timed out, and callback calls from average talk time calculation.

Notes

  • The My Call Details and All Call Details reports were removed.

March 6, 2021

Fixes

  • Eliminate agent panel message "not the owner of this call" in most cases

  • Bug fixes

  • Performance improvements

January 27, 2021

Fixes

  • Bug fixes

  • Performance improvements

December 14, 2020

Fixes

  • Bug fixes

  • Performance improvements

October 22, 2020

Special Note About This Release

  • This update is in preparation for Landis Contact Center going GA. GA will follow a round of preview customer testing/feedback and our QA team signing off on this release. Barring any significant issues coming up, we expect the functionality in this release to move to GA in the next month. The features listed under Preview till after GA will not be included in the initial GA.

  • Please go ahead and test the features heading for GA rigorously. You can test in production, but be ready to switch back if need be. (until GA).

  • There will be scheduled maintenance windows, that we will eliminate going forward.

Preview (Release Candidate for Production/GA) Features

  • Utilizing the Microsoft Graph Communications API Version 1.0

  • Round Robin routing method

  • Parallel routing method

    • Note: All Queues set to Attendant routing will be changed to Parallel.

  • Queue service level

    • A setting in queues to define a time in seconds as a goal to have calls answered

    • In Queue Summary report, show percentage of calls answered by that time

  • IVR Summary report

  • Queue Summary report graph added and other improvements

  • Agent Summary report improvements

  • Queue Calls by Hour report graph and other improvements

  • Text to Speech now uses Neural Voice for higher quality audio prompts

  • Audible alert for Contact Center toast alerts

  • Announce Position in Queue interval setting per queue (Default is 60 seconds)

Preview (till after GA)

  • IVR Visualizer shows IVR as diagram view

  • Call Detail Reports (these reports will be replaced, so don't bother testing)

  • Queue Alert Type of “Teams"

    • (dependent on additional APIs coming from Microsoft Q4-2020 or later)

  • Attendant routing (temporarily removed till we can deliver better experience)

    • (dependent on additional APIs coming from Microsoft Q4-2020 or later)

August 6, 2020

Production Features

  • Recordings report

  • Ability to turn off recording-transcription notifications (requires signed agreement. contact [email protected])

  • New language support for French, German & Spanish

  • New Teams themed audio player in Call Recording, Audio Prompts & Queues.

  • Application Help button

  • Additional CDR fields

  • Most edit pages now full page instead of modal

  • Various UI styling improvements

  • Improved Teams App navigation and UI styling

Preview Features

  • IVR enhancements

    • Text to speech IVR block

    • Ability to pass parameters between blocks

    • Capture multiple DTMF tones

    • Capture DTMF will prompts are playing

    • All parameters to be passed to Data Dip request

    • Allows transfer to Teams users and Teams user voicemail

  • Skills tab on Queue Edit now hidden when not relevant

Fixes

  • Various bug fixes

  • Queue timeout

Known Issue

Action Required: This update requires additional permissions for Landis Contact Center recording and sentiment to interact with Microsoft Teams. This will require you to re-consent. You can do this using this URL: https://login.microsoftonline.com/common/adminconsent?client_id=3a08b250-02ce-4316-94f7-069f4ae0c41b

June 17, 2020

Production Features

  • Start recording "On Demand" via Agent Panel record button

  • Stop and Start recording via Agent Panel record button when policy is "Record (Can Stop)"

Known Issues

  • Microsoft Behavior: If a user that has policy call recording or sentiment enabled calls a Teams AA/CQ, Landis Contact Center IVR/Queue or other IVR, the Microsoft audio notification that "This meeting is being recorded and/or transcribed" will be played on top of the of the AA/IVR or Queue welcome message.

June 3, 2020

Production Features

  • Policy Call Recording policy call recorder bot (How to configure)

  • Set a policy to record Microsoft Teams user calls

  • Filter call records by user, other party & date range

  • Permission based access to call details and records

Preview Features

  • Banner to indicate Preview status

  • Default music on hold for new organizations

  • Banner notifications for actions (like save a record)

  • Business Hours for Queues

  • Bug Fixes

    • Skills: changing row gets saved

    • Queue: Off hours actions will not allow transferring to the same queue

    • Policy update takes effect

    • Music on hold: repeats as needed

    • Queue Attendant Routing: doesn't allow double answering

    • Queue: Ignoring alert issue resolved

    • Reporting: better handling of lack of caller information from Microsoft Graph

Known Issues

  • Microsoft Behavior: The Microsoft audio notification that "This meeting is being recorded and/or transcribed" will be play at the beginning of each call that has recording or sentiment enabled. The notification will be repeated when recording is stopped and started again.

January 1, 2020

Preview Features

  • Audio file manager