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• 3.18

Release Notes for Version 3.18.0

Features

The following features are new for Bright Pattern Contact Center version 3.18.0.

Blending Inbound/Outbound Predictive Dialing

Starting from this release, the Dialer better tracks inbound calls that may be handled by agents who are assigned to work for outbound campaigns. This significantly improves the operation of predictive campaigns in blended (inbound/outbound) environments.

For more information, see the Contact Center Administrator Guide, section Outbound - General.

Dialable Metric for Wallboard

The Dialable metric is now available in the Wallboard application; it may be displayed in the Single Statistic widget and Service Grid widget. This metric provides the number of records within a campaign that can be dialed at this moment. For more information, see the Wallboard Builder Reference Guide.

Recording Retrieval API Method Extensions

The Get File and Get Metadata API methods now allow you to download recording files in the original stored format (GSM) without converting them to PCM format, as well as get audio recording metadata.

To use the API methods, you need to have the “Allow recording export API access” privilege.

User Management API Extensions

The User Management API now includes two new methods for automatically exporting detailed information: Export User Phone Numbers and Export Access Numbers.

Export User Phone Numbers returns users' phone extension, login ID, first name, last name, whether voicemail is activated, and whether a voicemail greeting is present.

Export Access Numbers returns access number data, including the number, media type, extension, name of the scenario used, and display name.

For more information, see the User Management API Specification, section Export User Phone Numbers and section Export Access Numbers.


Fixes

The following defects have been fixed in this version of Bright Pattern Contact Center. If you need to speak to Bright Pattern Support about any of these fixes, please use the provided reference numbers.


Reference
Fixed in Version 3.18
13872 In Agent Desktop, the ‘’IN Max Wait” service metric displayed incorrect values when viewed in the pop-out window
14534 The list of Dispositions to select from failed to load or was not shown when a user who has campaign-specific roles and privileges tried to create a “Record Exclusion” type of Do Not Call (DNC) list
15019 The pop-up “Alert Notification” in the Agent Desktop application was not working in Internet Explorer; if this feature does not work, agents might not be aware configured thresholds have been exceeded
15067 Java localization import in the Agent Desktop application fails with a classpath error for Commons Collections
15358 The “Occupancy %” metric displayed incorrect information in the Wallboard application’s Single Statistic widget and Agent Grid widget


Upgrade Notes

Live Upgrade

Upgrade without downtime is supported from version 3.17 only. To ensure uninterrupted operations during the upgrade, follow the upgrade procedure described in the Bright Pattern Contact Center Deployment Guide, section Upgrades.

Database Changes

There were no database schema changes between 3.17.1 and 3.18. Be sure to perform test runs of the most recent backups of these databases before upgrading your production environment. For detailed instructions, see section Performing Database Test Runs of the Bright Pattern Contact Center Deployment Guide.

Offline Upgrades

Direct (one-step offline upgrades) to version 3.18.0 are supported from version 3.8.2 and any subsequent officially released product versions.

If you are upgrading from any version prior to version 3.10, be sure to read the What’s New documents and Release Notes for all versions that will have been skipped, as they may contain other important instructions and considerations.

Agent Desktop Helper Application Update

If you are upgrading from any 3.10.X version, upgrading Agent Desktop Helper Applications is optional.

However, Firefox browser version 51 and later has disabled NPAPI plug-in support. In order to use Firefox version 51 or later, Agent Desktop Helper Application version 3.15 is needed.

If you are upgrading from any version prior to 3.10, follow the instructions for Agent Desktop Plug-in Update provided in the What’s New documents and Release Notes for all versions that will have been skipped, as they may contain other important instructions and considerations.