CT Suite for Amazon Connect V 4.0.5
These changes are not service impacting to agents. The planned installation date is 2/3/2021.
Issues addressed in this version:
Issue Number | Issue Title | Description |
3T1-I380 | No DTMF tone feedback | The CT Suite softphone doesn't play the DTMF tones when communicating with voicemail, IVR and other apps that require DTMF. Use of the DTMF dial pad is producing accurate results, but the agents can't hear the tone. Fix: True DTMF tones are not available from the AC API. A tone was added that mirrors the DTMF tones. |
3T1-I283 | Presence doesn't show ACW for the full 10 seconds | When an agent has completed a call, the presence only shows ACW for 1 second. Fix: The full 10 seconds of ACW is now showing in presence. |
3T1-I274 | Line disappears when refreshing CT Suite while on a callback call | If you refresh the browser while on a callback call, the line disappears in the CTS softphone. However, you stay in busy state and the call has not ended. It still appears in CCP. Fix: The call appearance stays visible after a browser refresh |
3T1-I271 | Conference Issue with callbacks when ending line 1 | During a callback, while there are 2 lines in use, ending line 1 does not end the call. The call is still ongoing with line 1. Fix: Clicking the End button in the first line appearance will now end the call with the party on line 1. |
3T1-I275 | Need a new button in CTWC AC to leave Conference | Currently we don't have a button to allow the middle man in the conference to drop from the conference in Amazon Connect. Fix: The End button on the main softphone is now functioning as a way for the agent to leave the conference while leaving the other 2 parties connected. (#1 in image below). |
3T1-I381 | AC Monitoring calls do not show in CTS Softphone | Add a way for this type of call to be visible in CTS softphone. Fix: A call line appearance now shows on the supervisor's softphone in CT Suite after initiating a monitoring call from AC Real-Time Metrics. |
3T1-I257 | Call on line 2 still still visible after the far end hangs up | This is a sporadic issue that occurs with callback calls. With a callback call on line 1, and an outbound call on line 2, if the far end hangs up on line 2, the 2nd line appearance stays active in both CTS and CCP. Fix: This may have been a CCP bug. After multiple re-tests of this scenario, CTI can no longer recreate this issue. |
Known bugs in this version:
Issue Number | Issue | Description |
3T1-I412 | Remove CPN button | AC doesn't have the ability to set CPN.so we can remove CPN button in softphone pane. |
3T1-I411 | Complete transfer is disabled in line 2 | When on an active call then dialing out another number in the main dial line, complete transfer button is disabled in Line 2. |
3T1-I399 | After misdialing a call on line 2, dialing on line 2 again does not connect | With a call ongoing on line 1, if I dial a number on line 2 then end it before answered I cannot successfully make another call on line two. |
3T1-I393 | Display Contact state in Presence | Customer wishes to see a "missed call" state in presence |
3T1-I273 | Agent stuck in ACW | The agent timer gets stuck in ACW occasionally after a callback call. |
3T1-I122 | Dial line allows all special characters | Disable special characters in dial line. |
3T1-I18 | Copy UCID is not working and replace ellipsis button with copy button | Copy UCID is not working / grayed |
3T1-I415 | Supervisor showing ACW/On Call in presence after ending Monitoring call | When a monitoring call ends, ACW time is not necessary, they should be returned to the state they were prior to initiating a monitoring call. |
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