Release notes for version 3.4.8 of Connect (LA)

Date of release

31 May 2016 

Summary

New Dynamic Dial List Functionality

This feature is not enabled by default in this version and you must request that Vonage Contact Center enable this feature for you.

Availability

ContactWorld for Sales Premium

Agent changes

Agents are no longer assigned to Dial Entries before they start working with them.  This enables them to work through any number of the Dial Entries allocated to a Dial List.  The assignment of a Dial Entry to an agent now happens when an agent requests a new Dial Entry either by clicking Start or Next or, if they currently have no work, by refreshing the browser when working with Connect.

Supervisor changes

The limits which applied when refreshing Dial Lists previously have been relaxed and Dial Lists can now accommodate much larger data sets.  Limitations still apply, please read the full documentation for details.

In previous versions, when a Dial List was created or refreshed, Connect allocated as many Dial Entries up front as possible given the limits of a single Salesforce transaction (which only allows for creating, updating or deleting a combined total of 10,000 records).  

 In version 3.48, only a small number of Dial Entries are now stored ahead of time.   More Dial Entries are allocated when an agent requests more work, however, this only happens when either there are no more Dial Entries or when the time since the most recent allocation of Dial Entries to the list is greater than a configurable expiry time.  

Since we no longer allocate Dial Entries to Dial Lists and assign them to agents ahead of time, supervisors will no longer be able to use these lists to see how many outstanding calls remain to be made.  Information about completed or skipped calls is still stored against the Dial Entries.  This means that any custom reports that look at calls completed should work the same as the previous version did. 

Existing static dial lists – such as those from a created from a list view, report or CSV will continue to work just the same as in previous versions.

Salesforce administrator changes

In previous versions, refreshing dynamic dial lists required manual intervention or complex configuration.  In order to trigger lists to refresh either scheduled jobs or Salesforce Lightning Process Builder processes could be created.  This is no longer required as the lists are now refreshed by allocating entries to the lists on demand as agents work with Connect.  A side benefit is that Connect will no longer queue any Async Apex Jobs to process the list refresh, this means both that Dial Lists are more reliably refreshed and that more resources are made available to other managed packages which may consume them in your Salesforce Org.

Dependencies

This feature must be enabled by Vonage Contact Center on request.

Related documentation

Dynamic Dial Lists

Bugfix: Unable to create Dial Lists with filters on Checkbox fields.

Availability

ContactWorld for Sales Express/Essentials/Select/Premium

Supervisor changes

In version 3.39 a bug was introduced which prevented creating Dial Lists that include a filter referencing a Checkbox field, the error was also seen when refreshing a Dial List that was created before upgrading to version 3.39.  This issue has been fixed in this version and we have also extended the testing which we do in these areas.

Bugfix:  Extended permission set to include new objects introduced in version 3.39

Availability

ContactWorld for Sales Express/Essentials/Select/Premium

Salesforce administrator changes

An object (VCCConnect__DialListAgent__c) introduced in Connect version 3.39 was omitted from the ConnectAdmin and ConnectUser Permissions Sets included in the package.  This lead an agent working with Connect without the required permissions to see an error message.  This has now been addressed.