Release Notes for all 2021 Q3 Updates

All releases listed are deployed to all Symbee Connect Regions globally. Each release begins deployment in US Virginia (us-east-1) region first, and then progresses to all other regions globally over the course of approximately 48 hours.

The release dates below mark the date of the release deployment into the first region (us-east-1).

2021 / 09 / 19

What's New

What's Fixed

  1. Administration Portal - Admin User passwords
    • Update to address issue where an Admin User password was sometimes getting lost (and required reset) when an update to the Admin User was made (for example, changing the Admin User’s Role, display name, email address, etc.)

What Else

  1. Administration Portal Security Updates

    • Security updates to the Forgot My Password flow to intentionally never disclose whether the Company Alias/User Id is valid or invalid when requesting a password reset.
    • The logged-in user My Settings window/dialog updated to always require the input of the users current password when requesting to change password, or when requesting to change their associated MFA email address
    • Updating the Forgot My Password flow and Forced User Password Change flows to better handle returning to the login screen after processing a valid request.

  2. Additional SaaS Cloud Security updates (all regions)

2021 / 09 / 17

What's New

What's Fixed

  1. Security Updates
    • Security update related to User’s Call History.
    • Security update Agent based Voicemail retrieval.

What Else

  1. Partner branding updates to support significant branded customers.
  2. Branded Partner MFA Password Emails updates.
  3. Email performance improvements.
  4. Other Internal SaaS operational updates to assist in support and monitoring.

Feature Integration CloudFormation Updates available

2021 / 09 / 10

What's New

What's Fixed

  1. Symbee Connect User/Agent UI Pre-Login page expiry

    • Adding pre-login page expiry, to avoid login errors if users have had the Symbee Connect UI pre-loaded for more than an hour prior to signing-in, and then receiving a sign-in failure.

  2. Email Updates

    • Further updates for better Japanese character set handling
    • Fix to disallow agents double-click during agent email transfers between queues (root cause of double emails in queue experienced by some customers)

  3. Preview Channel updates

    • Preview Channel CloudFormation updates to resolve issues seen by some customers when using the Export and Cleanup campaign actions.
    • Update to address issue with Progressive Campaigns, where the progressive dial would attempt to auto-dial once the count-down was complete when another call was already in progress.

  4. CRM Integration Service Update

    • Update to address OutOfBounds issue seen sometimes when multiple pipe-delimited column names were configured in the Salesforce screen-pop search criteria.

What Else

  1. Email performance improvements

  2. Email updates to better assist with support and troubleshooting

  3. Other Symbee Connect Agent/User UI updates

    • The Amazon Connect Lost Connectivity error dialog is updated to describe steps of how to download logs prior to closing the window if this situation occurs, if assistance from Support is wanted to help diagnose the root cause of why connectivity loss is occurring.

Feature Integration CloudFormation Updates available

2021 / 08 / 31

What's New

  1. New Customer controllable Security Features in Admin Portal

    • New Password Control screen added at the Company level, to allow customers to configure their own Administration User password requirements for compliance.

    • Additional controls added to assist with password Brute Force attacks (customer control of user lockout, and failed login attempt counts).

    • Additional controls to allow configuration of Password Expiry

    • Updates to the Administration Users maintenance screens in the Admin Portal to allow customers visibility to User Locked state explicitly, and allow an Administrator to unlock another user. Note: an Admin user can (intentionally) also unlock themselves via the MFA Forgot My Password flow.

      Refer to the Password Control section in the Administration Guide.

  2. Email Updates to support viewing/searching Email content in reporting

    • Additional (existing) fields populated on Email Interaction Trace Records (ITR's) to support new reporting features allowing view and search of email content in reporting.

What's Fixed

What Else

Feature Integration CloudFormation Updates available

2021 / 08 / 26

What's New

  1. New Online Documentation Portal now available

    • All documentation has been refreshed and moved to the new Symbee Connect online docs portal
    • Administration Portal documentation links updated to point to new online docs portal.
    • Includes updates for branded docs for branded partners.
    • Existing Partner S3 Documentation bucket content’s / links are still available for use, as or if needed

  2. Email Channel updated to allow tracking of New Outbound Email when Outbound Email is canceled (not sent)

    • Updates to explicitly capture a New Outbound email that is sent, versus not sent, to allow both use-cases to be reported on separately in reporting.

  3. Email Channel updated to support Reply-To Header

    • By default, when replying to inbound emails, the Email editor defaults the "To: " address on the email response to be the original sender of the inbound email.
    • If the Inbound email has a separate Reply-To header, the address on the Reply-To header is now used as the default on replies.

  4. New Reporting V2 CloudFormation introduced

    • New CloudFormation available for the automated deployment of required components in the customer account for Reporting V2.

What's Fixed

  1. Email Related Updates:

    • Update to address issues observed with foreign-language character-sets not always displaying properly in Email SUbject Lines and Body.
    • Update for issue observed by some customers where the Send action looked like it hadn't completed in the UI (when the old send fall-back method was being used).
    • Updates for better handling of incoming emails with embedded attachments of other emails (emails with attachments containing other emails).

  2. Voicemail update:

    • Update to address issue seen by some users where their personal voicemail greeting was not being played. Issue only seen in one customer for a small subset of users, but could happen. Requires a Voicemail CloudFormation update to receive the fix if needed.

  3. Agent-Side Chat update to address double-messages:

    • Update for issue seen occasionally where messages in a chat conversation were getting doubled-up.

What Else

  1. Symbee Connect Administration Portal Security updates.
  2. Symbee Connect User/Agent UI Security updates.
  3. CRM Integration Service (all CRM flavors) Security Updates.
  4. Updates for transferred Emails and Chats to populate a transfer destination to better support reporting of transferred interactions.
  5. Preview Channel update to Audit Log viewer to indicate the reason for a Campaign entering the FAILED state.
  6. Documentation updates for Preview Channel to list all currently published SNS Notifications.

Feature Integration CloudFormation Updates available

2021 / 07 / 17

What's New

What's Fixed

  1. Symbee Connect Supervisor updates
    • Update for Supervisor Silent Monitor functionality to address issue where Silent Monitoring wasnt being invoked properly if the Supervisor was also set for Auto-Accept/Auto-Answer in Amazon Connect.
    • Update for Supervisor Call Takeover sometimes not working when Supervisor was also set for Auto-Accept/Auto-Answer in Amazon Connect.

What Else

2021 / 07 / 15

What's New

  1. Added support for Standard Email Channel to allow Agent Transferring of Email between Queues

    • Within the Standard Email Channel, new feature is added to allow an agent to transfer an inbound email received, out to another Email queue:
      • Blind Transfer action button is added to the main Email Interaction panel in the agent
      • Request to transfer opens the normal New Outbound panel, preset to select a valid destination Email queue for the transfer.
      • Upon completion of the Email transfer, Email moves to Wrap state to allow work-code selection and post-interaction activity
      • From an agent perspective, should feel very similar to a blind transfer of any other interaction like a Voice Call or Chat

  2. New Routed Email Channel API, to support Custom and In-house developed CRM's

    • The existing Symbee Connect Routed Email channel allows servicing Email in your Contact Center that is routed from your CRM. With CRM Routed Email, you continue to have your email initially routed into your CRM but then have the CRM generate a Routed Email Task within Symbee Connect to allow the emails to be queued, routed and blended to your contact center agents using skills based routing configured within Symbee Connect. When the CRM Routed Email is delivered to the agent, Symbee Connect pops the associated Email within the CRM window and the agent works the email within your CRM. This keeps your emails within your system or CRM where your agents can make full use of all the supported email functionality and knowledge base in your CRM.

    • A new Generic Routed Email API is added, to allow you to integrate and use the Symbee Connect Routed Email channel from a custom or in-house developed CRM.

      • New public-facing Webservice Endpoint that can be called by an external system, to register the reference to an external email, to be routed to the agent.
      • See API details here: Generic Routed Email API

    • A new Generic Symbee Connect option is added in the CRM Type of Routed Email Configurations:

      • Upon an agent receiving the Generic Symbee Connect CRM Routed email, the expectation is, a Screen-pop will be configured to pop that email in the external system.
      • The agent then “works” the email in the external system, and then “completes” the interaction within Symbee Connect, selecting work codes as needed.

  3. Screen Pop URL Fusion Enhancements

    • Added options to control whether the requested “pop” is opened in an existing browser window/tab, or a Separate New Window each time.
    • Added values to control the Size of the new window popped (if New Window is requested).
    • Updates made to both Screen Pop Fusion 1 and Screen Pop Fusion 2

  4. Async HTTP Screen Pop Fusion Enhancements

    • Support added for sending up to 2 customizable HTTP Headers/Values on the AJAX HTTP requests
    • For example, these can be used to transmit custom API keys, etc.

What's Fixed

  1. Updates to all Amazon Delivered Chat endpoints
    • Update to ignore an configured Idle Timeout if the Customer is communicating only with a bot (Lex) or Contact Flow, and no Agent is currently in the conversation
  2. Optimize Evaluation updates
    • Update to address issue where new Questions were unable to be added to Evaluation Forms in some cases
    • Updates to address issue where in some cases Questions were not being deleted from an Evaluation Form when requested
  3. Phone Call Handling updates (all Regions, but due to issues being witnessed in Sydney region)
    • Updates to handle long call setup times on third-party outbound call legs (Add Party) in the Sydney Region
    • Updates to not allow a user to accept an incoming call multiple times due to long inbound phone-call setup times being experienced in Sydney Region.

What Else

Feature Integration CloudFormation Updates available

2021 / 07 / 08

What's New

  1. New “Copy” button added on the Contact Attributes Fusion area in Symbee Connect:

    • Provides a quick way to copy the value of an attribute loaded to your clipboard.
    • Appears on hover/roll-over only.
    • Works for all attributes except (intentionally) a URL Screen-Pop link configured to be displayed in the UI.

  2. Support for dialing international numbers using ITU-T “00” prefix rather than E.164 “+” prefix:

    • Relevant when outbound dialing, or clicking-to-call from CRM’s.
    • In the New Outbound dialog, if you enter a phone number starting with 00 (zero zero) rather than starting with "+" it will correctly assume and convert the resulting phone number up to E.164 format.
    • This is to stay in sync with the out-the-box CCP behavior

What's Fixed

What Else

2021 / 07 / 06

What's New

  1. New Symbee Connect Realtime Statistics API is available

    • New publicly-accessible Realtime Queue Stats API to allow external Reporting solutions to access a real-time status of Symbee Connect Skill Queues.
    • See API details here: Realtime Queue Statistics API

  2. New Enghouse SmartDial Integration Added

    • Symbee Connect has been enhanced to provide a complete integration with Enghouse SmartDial.
    • Enghouse SmartDial provides a complete Automatic Dialer implementation over Amazon Connect, offering Preview, Power, and Predictive dialing.
    • Integration with Symbee Connect allows your agents to have all the existing Symbee Connect functionality, combined with being able to service Enghouse SmartDial interactions all from the same Agent user interface
    • Configure your Symbee Connect Work Codes to allow your Agents select call outcomes in a familiar way, and map them to your SmartDial Dispositions

  3. Enghouse SmartDial Integration – Admin Portal updates

    • New Enghouse SmartDial Integration screen to administer the SmartDial integration at an overall Company/Environment level.
      • Contains a setting that needs to match a (new) Amazon Connect Agent State that needs to be declared in Amazon Connect (the Preview state).
      • Provides a download link for the Enghouse Google Chrome Extension needed for administering SmartDial in the Amazon Connect Console.
    • New Enghouse SmartDial Integration User Profile settings section under the Contact Center group of User Profiles/ Templates.
    • Some existing User Profile Settings under the Contact Center => Interaction Handling section have been slightly renamed, with their descriptions updated appropriately if they are now also relevant for SmartDial interactions.

  4. Enghouse SmartDial Integration – Symbee Connect Agent/User UI updates

    • Dynamic load of Enghouse’s SmartDial integration library, only if the SmartDial integration is enabled on the Company, and also enabled on the User Profile.
    • New SmartDial Preview Interaction Type – behaves the same as the existing Symbee Connect Preview interaction, except the main interaction icon is different.
      • Supports Progressive Countdown (if set on the Call Treatment in SmartDial).
      • Progressive Countdown Cancelability is configured in the Symbee Connect User Profile/Template.
      • Ability to customize the Next Attempt details is configurable in the Symbee Connect User Profile/Template.
      • The Outbound call placed for a SmartDial Preview interaction is the same style as the existing Symbee Connect Preview interaction – click to dial, and it opens up a separate phone interaction.
    • New SmartDial Predictive Interaction Type:
      • Looks similar to a Symbee Connect Phone Interaction, but has its own separate Interaction Icon.
      • Predictive interactions are (intentionally) forced to be auto-accept (no Accept/Decline), and connect the Agent's headset to SmartDial when SmartDial sends us the “Audio Needed” event.
      • When established will be blue/active, but displays Waiting for Customer.
      • When SmartDial finds a customer:
        • SmartDial automatically attaches (bridges/conferences) the customer into the call – no agent action required.
        • The “Waiting for Customer” message is removed and replaced with the customers information (listed in the same style as a Preview interaction).
        • Work Codes get reloaded, based on what SmartDial LIST the call was delivered via in SmartDial
    • New AutoDialer/SmartDial Status Tool on the Toolbar
      • Shows the users current connectivity status with Enghouse SmartDial.
    • Call History panel updates to reflect the true customer for Predictive Outbound calls.

  5. ServiceNow CRM Integration update

    • ServiceNow incoming interaction pop logic now excludes inactive records when searching for the correct entities to screen-pop to the user

  6. Email Channel and AutoText updates

    • Functionality added to AutoText to support creating AutoText Entries intended to be used as complete Email Templates, allowing HTML content for formatting in email.
    • Updates to support full rich HTML content in Email auto-response (open/closed) messages
    • Symbee Connect Agent/User UI updates for Email Wrap and Work Codes behavior for New unsolicited Outbound Emails - now follows the same User Profile/Template settings as Inbound Emails.

  7. Customer Facing WebChat updates

    • Customizable text literals are edded to the WebChat Endpoint configuration, to allow customization of system messages displayed to the customer:

      • Session Closed Message from System.
      • Disconnected from Session Message.
      • Agent Disconnected Message.
      • Closed Due to Inactivity Messages From System.
      • Default Customer Message label
      • Initial Question Alternate Message

    • Update to not offer the “Promote to Voice” option in the webchat menu while customer is only chatting with a bot and no agent is on the conversation – now only available once the chat conversation is escalated to an agent.

What's Fixed

  1. Supervisor - Realtime Agents View updates for in-progress Email interactions

    • Update to address issue showing an in-progress Email interaction where the customers (far end) email address contained HTML-breaking characters

  2. Supervisor - Realtime Queues View updates for Amazon Delivered Chats

    • Update to address issue on the Queues view, where the “Agents” columns (showing Staffed, Avail, Active, Wrap, Unavailable, etc.) were sometimes not including an agent in the Active column if they were on an Amazon Delivered Chat interaction.

  3. Customer Facing WebChat updates and fixes

    • Better handle “breaking characters” (e.g. apostrophes) in the customizable text literals configured in WebChat Endpoint configurations.
    • Update to speed up the time before the very first Lex bot response is received on the customer facing WebChat window, in an Amazon-Delivered webchat when a Lex bot is used.
    • Update to avoid multiple “chat ended” messages when the chat ends while customer is in a bot and hasn’t reached an agent.
    • Update for Webchat Endpoint configured hidden field values not being sent into the conversation when the pre-chat questionnaire form is disabled/not being used.

What Else

  1. Email Delivering/Send Performance Enhancements
    • Outbound (including reply/forward/new-outbound) email delivery redesigned from to reduce delay between clicking Send and when the Send completes.
    • Requires an update of the Email Channel CloudFormation to receive the new update
  2. Jabra Headset Integration updates
    • Update to the Jabra Headset Integration plugin to better handle detach/reattach headset events (seen with wireless/Bluetooth headsets)
    • Adding support for latest Jabra 3.0.2 headset integration library.

  3. Work Codes updates:

    • New External System Code added Work Code definitions - allows mapping a selectable Work Code to an Enghouse SmartDial Disposition to control the SmartDial Call Treatment.

  4. Amazon Delivered chat (all channels) performance updates.

Feature Integration CloudFormation Updates available