Changelog

🔧 Bug fixes

• Fixed the display of the HSM icon in SMS/WhatsApp recordings.

• Fixed the upload of lists in XLSX format.

• Fixed campaign name registration for recordings after a blind transfer.

• Fixed audio playback issues.

⚡️ Improvements

• Added seconds to the file download timestamp format.

• Added SMS and Email dialer messages to the Inbox history.

• Fixed calculation errors using PowerDialer dialers.

• Fixed timeout issues during call transfers.

• Resolved an error that prevented retrying calls or using alternative numbers when the dialer reached the maximum configured ring time.

• Fixed time zone issues in Paraguay.

• Corrected the saving of AMD analysis results in VoiceBroadcast dialers.

• Fixed an issue that prevented creating SMS providers after a failed attempt.

⚡️ Improvements

• Improved HSM message sending using Canned Responses. Now, each variable can include more than one word.

• Enhanced assignment process for incoming interactions.

• Added a new setting to display Hardphones in Dashboards.

• Introduced a new feature to automatically end an SMS interaction after a configured period of inactivity.

• Added a new variable called WHATSAPP_PAYLOAD to Bot flows to retrieve the payload.

• The order of interactions in the Unified Inbox was fixed when logging back in.

🔧 Bug fixes

• Fixed the issue with sending messages through Messenger interactions after the 24-hour window.

• Fixed issues when uploading audio files for Music on Hold and Sounds.

• Fixed the behavior of dispositions and the interaction history in uPhone.

• Fixed issues in the Agent Dashboard.

• Various reports were corrected and improved.

• Fixed the behavior of CC using SMTP-IMAP type email providers.

• The display of the button to load the message history in the chat between agents was fixed.

⚡️ Improvements

• Improved visibility restrictions for users with security groups when viewing email dialers.

• Added support for line breaks in messages within the Inbox.

• Fixed the sending of HSMs with documents using the Infobip v2 provider.

• Fixed the sending of alerts for SMS providers.

• Improved and corrected the handling of unread messages in the Inbox.

• Fixed the display of dispositions in uPhone.

⚡️ Improvements

• Added improvements to the "Reply" section in email interactions.

• Improved the calculation of dialer contactability.

🔧 Bug fixes

• Corrections were made to the functionality of the dialers.

🔧 Bug fixes

• Fixed the message sent through SupervisorAlert SMS alerts. The configured custom message is now correctly used instead of the default one.

• Fixed the setting that allows displaying only the agent's own dispositions in the Dispositions Dashboard.

• Fixed issues in the "Telephony Disposition Details by Date" report.

⚡️ Improvements

• Added the Email channel to the configuration that enables or disables attachments in interactions.

🔧 Bug fixes

• Fixes were made to the validation of names for telephony dialer lists.

• Fixed issues with reactions to WhatsApp interaction messages using Gupshup.

⚡️ Improvements

• A new configuration called "Inbox Time Interval" was added, allowing customization of the time range for searching interactions in the history.

• A new configuration was added to enable or disable the ability for agents to send attachments in interactions across all text channels.

🔧 Bug fixes

• The functionality of the followLastAgent setting for ringall strategies was fixed.

• The saving of messages in Instagram interactions was fixed.

• The reception of emails using Gmail as a provider was fixed.

🔧 Bug fixes

• Fixed the recycling of Progressive dialer lists.

• Fixed the attachment names in email interactions; the original name is now displayed.

• Made corrections to recordings of transfers between campaigns.

• Fixed the sending of .txt files in WhatsApp interactions when using Gupshup as a provider.

⚡️ Improvements

• Added the ability to reply to specific messages using a new variable called REFERENCE_ID in Channels Providers flows.

🔧 Bug fixes

• The security group permissions were fixed when no agent is selected.

• Corrections and improvements were made to some reports.

⚡️ Improvements

• The ability to use an attribute in the HTML tags for templates was added. If replace_href is set to false, the URL will not be replaced.

• A new option was added to send messages in Messenger interactions after 24 hours of the interaction starting.

• The SMS channel was added to uPhone, along with corrections and improvements.

🔧 Bug fixes

• Fixed the unread message count in Inbox interactions.

• Fixed the display of SMS interaction messages in the Inbox history.

• Fixed the functionality of the CRM Customer Detail and Management report.

• Fixed the behavior of the AgentCall and AgentCallWithData APIs for instances with new flows.

• Fixed emoji sending in the chat between agents.

• Fixed the sending of emails with recipients in CC and BCC.

• Made corrections when configuring SMS providers using Dinstar.

• Fixed the reception of attachments in email interactions when using Gmail as the provider and sent from an iPhone.

• Fixed the display of agent events in the campaign dashboard.

• Fixed the upload of lists for email dialers.

⚡️ Improvements

• Improved the functionality of automatic breaks.

• Enhanced the experience when replying to WhatsApp interaction messages.

• Improved message reception for WhatsApp interactions using Gupshup.

• Added the ability to call a procedure in the execQuery and execQueryJson activities in the Flow Designer.

⚡️ Improvements

• Added the ability to create agents using DTMF inband.

• Added the display of CC, BCC, and the campaign in the email recordings modal.

• Added new size limits for attachments in WhatsApp.

• Added new fields for configuring the size of the video call recording window in WebChat.

• Added a new setting in the sound panel to remove the sound when ending a call.

🔧 Bug fixes

• Fixed an issue when using a bot with the Auto Reply option enabled in WebChat campaigns.

• Fixed the display of dispositions in uPhone.

• Fixed the manual dialing pause functionality in uPhone.

⚡️ Improvements

• Improved the display of information in email interaction responses.

• Added new events to the Integra Framework for AgentEvents.

• Added the ability to send emails in dialers with CC and BCC.

• Added a new field in email providers called "Reply To" to configure the email address where customer replies will be sent.

🔧 Bug fixes

• Corrections were made for agents using uPhone. Additionally, an issue with Preview dialers and uPhone was resolved.

⚡️ Improvements

• The "Telephony Dispositions Detail by Date" report was enhanced to now include transfer dispositions.

🔧 Bug fixes

• Fixed the display issue on the voice campaigns summary dashboard.

• Fixed the issue with sending templates from canned responses.

• Fixed an issue that prevented emails from being sent when addresses in the CC field included commas.

⚡️ Improvements

• Improved various reports.

• Added a new feature to reply to WhatsApp messages from uContact using Gupshup.

• Added a new setting to hide the customer's phone number from agents.

🔧 Bug fixes

• Fixed saving the ID of messages received via Webhooks.

• Fixed email sending to multiple recipients in Tasks.

• Fixed an issue in uPhone that caused agent accounts to be deactivated.

• Supervisors can now view all agent dispositions regardless of the "View Dispositions by Agent" setting.

• Fixed an error when activating Gmail and Outlook providers.

• Fixed an issue in the WFM API that caused closed interactions to be counted twice.

• Fixed issues with receiving emails using Gmail.

⚡️ Improvements

• Made corrections and improvements to messages, replies, and reactions on Instagram.

• Improved the visualization of messages on the spy and recordings screens.

• Added new fields to the WFM API.

🔧 Bug fixes

• The saving of messages sent through email dialers has been fixed.

• Now the WrapUp timer is not displayed during transfers between agents.

• Corrections have been made to the reception of emails using Gmail as a provider.

• Agent notifications for interactions have been corrected when using ringall or ringallmultiple strategies.

• The reception of CC has been corrected when sending emails from Outlook to Gmail.

⚡️ Improvements

• Reactions to messages have been added for the Gupshup WhatsApp and WhatsApp Business providers.

• Italian has been added as a new language to WebChat.

🔧 Bug fixes

• Visual corrections were made for Email interactions.

• Fixed an issue that occurred when configuring an Instagram provider, where the process would not complete.

• Corrections were made to the status of messages in WhatsApp interactions using Gupshup.

• Fixed an error with voice recordings that occurred when a call was transferred between agents.

• Now, only unread emails in the main inbox are placed in the queue for email campaigns using Gmail as the provider.

• Improvements were made to dashboards for better visualization of agent status when logging out.

• The WrapUp functionality in uPhone was fixed.

• Corrections were made to the disposition process in uPhone, and the ability to dispose without a comment was added.

⚡️ Improvements

• Increased the size of the canned response selector in the SMS interaction start modal.

• Added the ability to send interactive messages with JSON format for the WhatsApp Business provider.

• Added a new field in the ReceiveNewMessage activity to reference a message as a reply to itself.

• A new table called sms_spools_repo was added to store the history of records uploaded to an SMS dialer.

• Added a new event called agentLogin in the Window Proxy.

• Auto-answer functionality was added to uPhone.

• An audit event was added when agents stop screen sharing.

🔧 Bug fixes

• The search for SMS dialer recordings has been fixed.

🔧 Bug fixes

• All messages in the message history are now displayed correctly.

• Fixes were made to the interaction timeout, and the maximum value was removed so that any time can be used.

⚡️ Improvements

• Now the status of messages in Messenger interactions can be viewed.

• Instagram has been added as a new provider.

⚠️ Important: For the correct functioning of the new Instagram provider, it's necessary to add some rules in the NGINX configuration file. These can be found in the documentation.

🔧 Bug fixes

• Fixed the execution of the FinishInteraction event when transferring calls.

• Fixed the sending of audio files in MP3 and OGG formats for WhatsApp interactions using Gupshup.

• Reverse Progressive dialers now send the campaign's DID as the origin number instead of the customer's number.

• Fixed the functionality of the Interaction Details report.

• Fixed report names in Portuguese.

⚡️ Improvements

• Added Blacklist disposition for SMS and WhatsApp interactions.

• Added the ability to use DIDs with the "+" symbol in campaigns and dialers.

• Added the ability to send attachments in the MAIL activity and added the CC and BCC fields.

• Added the ability to send Call To Action messages using Gupshup.

• Added the ability to send WhatsApp templates using Twilio.

• Added Gmail as a new email provider type.

⚠️ Important: Starting on 30 September, email providers created with Gmail accounts will no longer work in uContact. We recommend reading our official statement, which provides more information on this matter.

🔧 Bug fixes

• Fixed the download of SMS interaction recordings.

• Fixed an issue when using Quality Models in interactions without an agent.

• Fixed agent statuses in campaign dashboards when using incall strategies.

⚡️ Improvements

• Added the ability to send up to 10 attachments at the same time for all channels.

🔧 Bug fixes

• The download of SMS interaction recordings has been fixed.

• Corrections were made to the calculation of average interaction times in the campaign dashboards.

• Fixed the display of agent statuses in the favorites tab of the phone.

⚡️ Improvements

• Added information in the email footer when responding to an email interaction.

• Added a new optional field in settings for Gupshup WhatsApp provider to get the templates.

⚡️ Improvements

• Now interactive WhatsApp messages in JSON format are displayed in a more user-friendly way.

• Now the text field in the Unified Inbox adapts according to the size of the message.

🔧 Bug fixes

• Now, emails sent from uContact with an Outlook provider maintain the same thread and are not separated.

• Recycling was fixed for Reverse Progressive dialers.

• Corrections were made to audio in WebChat video calls using the new background change feature.

• Attachment reception issues in WhatsApp interactions using Twilio were fixed.

• Corrections were made when uploading records to the Blacklist via API.

⚡️ Improvements

• The ability to send up to 10 attachments simultaneously in WhatsApp interactions has been added.

• Improvements were made in message distribution using Dinstar.

• Client validation in the Blacklist was added when creating SMS/WhatsApp interactions.

• Improvements were made in interaction distribution for incall strategies.

• A new strategy called rrmemorynopause was added for channels. This strategy delivers an interaction whenever the agent is not on break.

🔧 Bug fixes

• The order of messages in the Messenger interaction spy was corrected.

• The bulk download of WebChat interactions was corrected.

• The reception of messages initiated by ads using Gupshup was corrected.

• The handling of calls for campaigns with many DIDs was corrected.

⚡️ Improvements

• The Administrative check was re-added in agent creation.

• The GUID of interactions was added to Social Network recordings.

• The TransferBot activity now validates if the campaign is within schedule to proceed with the transfer.

• A button was added to delete responses to COPC quality models.

• Interactive messages are now displayed in a user-friendly manner for agents.

• The functionality to spy on Facebook interactions was removed.

🔧 Bug fixes

• The use of variables in the Disposition node in Bots has been fixed.

• The number of interactions completed by agent in the Campaigns Dashboard has been fixed.

• The timeout for the ReadMessage activity has been fixed.

• The sending of interactive messages using JSON format has been fixed.

• The listing of agents in Social Networks recordings has been fixed.

• The saving of surveys when the connection is lost has been fixed.

• The "First SMS response" report has been fixed.

• The uploading of lists using the API uploadBase has been fixed.

• The access to the Dialer Dashboard using Security Groups has been fixed.

• The functionality of transfers has been fixed.

⚡️ Improvements

• Added functionality to delete responses in the Quality Models.

• Added a new field in the UC_makeCall and UC_makeCall_async functions to validate the agent's WrapUp before calling.

• When deleting a Supervisor who has an agent profile, the agent is not removed.

• Added the error description for messages in WhatsApp Business.

• Increased the maximum number of characters for the After Hours message in campaigns.

• Added the client name for SMS/WhatsApp interactions initiated from the Inbox.

🔧 Bug fixes

• Fixes to the history of interactions in the Unified Inbox.

• Fixes to the Voicemail filter on searching voice recordings.

• Fixes on sending templates using Gupshup.

• Fixes on sending attachments without guid by email using the SendEmailv2 WebService.

⚡️ Improvements

• Added a new field for the SMS/WhatsApp providers that allow to limit the amount of messages sent per second.

• Improvements were made to the Integra Framework events.

🔧 Bug fixes

• Fixes on receiving attachments without extension through WhatsApp using Gupshup.

• Fixes on sending emails without attachments using flows.

• Fixes to the status of the agents at the end of an interaction involving a bot.

• Fixes to the error that caused WebChat to remain blank.

⚡️ Improvements

• Added footer to interactive messages with buttons in WhatsApp.

• Added the description of the error messages for the WhatsApp providers.

🔧 Bug fixes

• Fixes in the display of event hours on the previous profile version.

• Fixes in the timeout for the readMessage activity.

• Fixes on sending HSMs.

• Fixes in the interactions recovery when restarting the Server.

• Fixes in campaigns that have names with dashes in the Reports module.

⚡️ Improvements

• The message reception functionality for SMS and WhatsApp channels has been modified.

• Added functionality to send messages with text and attachments for Gupshup and WhatsApp Business providers.

• Visual improvements have been made to various reports.

🔧 Bug fixes

• Fixes to the value of active interactions for bots in the campaign dashboard.

• Improvements were made to the timeout of interactions when restarting the server.

• Fixes in changing passwords for supervisors.

• Fixes to the operation of SMTP-IMAP providers when the "Receive emails" option is not active.

• Fixes to date and time format for some reports.

⚡️ Improvements

• Removed the DongleSendSMS activity from the Workflow Designer.

🔧 Bug fixes

• Fixes in receiving images through Instagram.

• Fixes were made to the chat between agents.

• Fixes in the operation of the MinInteractions strategy.

• Fixes on sending Gupshup interactive messages when using a JSON instead of an HSM.

⚡️ Improvements

• Added a new button to create a new interaction from an opened Email message.

• Hides the option to create users with administrative phones.

• Improvements were made to not allow the creation of more than one WebChat interaction in a browser at the same time.

🔧 Bug fixes

• Fixes in Facebook recordings window.

• Fixes in the “Available in pause” status after restarting the server.

• Fixes in the CLIENT_ID global variable for email bots.

• Fixes sending alerts through Outlook providers.

• Fixes in the multiple selection of campaigns in the members window.

• Fixes in the display of WrapUp time when a call fails.

• Fixes in the display of WebChat in cell phones.

• Fixes in email signatures when having multiple campaigns.

• Fixes in receiving forwarded emails as attachments for Outlook.

• Fixes in the display of rating emojis from the Outlook app.

⚡️ Improvements

• Added audit record when deleting an SMS dialer base.

• Hidden the Early Media option in voice dialers.

• Added customer username for Instagram interactions.

• Added a new configuration to show the historic of an interaction of the campaigns available for transfer.

• Improvements were made to the transfer of interactions between agents when restarting the server.

• Improvements were made to avoid disconections in SMTP-IMAP providers.

🔧 Bug fixes

• Fixes in downloading social media recordings.

• Added a button to update received messages with attachments in case they have an error.

• Added pagination to the dispositions screen.

• Fixes in the name of files with .xlsx extension received in WhatsApp interactions.

• Fixes to hyperlink redirection in email templates.

• Fixes in the break time in the agent profile.

• Fixes in the assignment of WebChat interactions.

⚡️ Improvements

• Added receiving responses to interactive messages from WhatsApp lists and buttons for the Wavy provider.

• Added a queue to process the upload of screen recordings to the server.

• Added an option to allow duplicate records when uploading lists to dialers.

• Added the callerid of the customer in the list of SMS/WhatsApp interactions in queue.

🔧 Bug fixes

• Fixes in receiving attachments in EML format for Outlook.

• Fixes to characters allowed for values in automatic tasks.

• Fixes in the "COPC Ranges by Date and Agent" report.

• Fixes in the "Break details" report.

• Fixes in the files names when are sent through the SendAttachment activity.

• Fixes to the display of the number of Facebook and Messenger interactions in the previous version of the agent profile.

⚡️ Improvements

• Added the possibility to change the background of video calls with images and blur the background in WebChat.

• Added the status of SMS for Gupshup and Infobip.

• Visual improvements are made to WebChat on the customer and agent side.

• Added new IPs for Unite and improvements are made.

• Added the possibility of set an expiration date for Blacklist records using Integra Framework.

• Added receiving forwarded multimedia messages for WhatsApp Business.

Added a new column in the ccrepo.sms_repo table.

🔧 Bug fixes

• Fixes in searching of recordings with campaigns that are in a security group.

• Fixes in the abandon stats into the telephony dashboards.

⚡️ Improvements

• Added a new webhook event for the dispositions of campaigns.

• Added new hosts to Unite for Brazil, Argentina and Mexico.

• Added audit record when COPC Models are updated or deleted.