Date of release
Summary
Bugfix: Next & Stop buttons were sometimes unresponsive
This is a significant change to the way we determine whether or not a user is able to move on to their next dial entry. We've made the change to resolve an issue where the Next and Stop buttons of the Connect Home Page component would stop working, leaving users unable to move on to make their next call. The change means Connect now requests information directly from ContactWorld whenever the Next or Stop buttons are clicked where previously it had relied on information stored on the User record in Salesforce.
We've made the following observation about the new behaviour:
As it stands the Next button on the Dialler is not useable while you are using the component and are busy on your current outbound call. However there are circumstances when you can be busy and the Next button is responsive. This is under the following scenarios;
1. You are Busy In on an email interaction
2. You make an outbound call with the dialler (in preview mode). You complete the call. You click Next. You do NOT click Dial. You make an outbound call with the Make Call button.
3. You make an outbound call with the dialler (in preview mode). You complete the call. You click Next. You do NOT click Dial. You make an outbound click-to-dial call
What the above scenarios mean is that if you are on an outbound call that is NOT the last call made from the dialler component then the Next button WILL be active.
Agent changes
This change makes Connect more reliable. Most agents will not see any changes in the user interface or need to work any differently with Connect. Agents who are also using Unite (omni-channel routing) will need to be aware that they must finish all of their in-progress interactions before clicking Next will allow them to move onto the next Dial Entry.
Salesforce administrator changes
None
Bugfix: Error when creating Dial List from Accounts in SF (PersonAccounts only)
We fixed an issue where creating a Dial List from the Account type with PersonAccounts enabled for the Org resulted in an error message "System.SObjectException: SObject row was retrieved via SOQL without querying the requested field: Account.Suffix".
Agent changes
None
Salesforce administrator changes
Creating a Dial List from the Account object type in a PersonAccounts enabled Org should now work as expected.