Release notes v3.3

Upgrade Path

Based on the version currently installed, your system may need incremental upgrades to your system before you finalize on version 3.3.0
The following table illustrates the upgrade path required, depending on your current version. If you are on version 3.2.0 today, then you can apply the 3.3.0 update directly. However, if you are on 2.x you will need a major version update to 3.x first.

Note

Customers running CT Suite 2.5 and earlier must perform the upgrade on new servers.
Due to the architecture changes from version 2.x to 3.x additional servers,
including additional CPU, Memory and Disk space will be required.

Please consult your Partner or CTIntegrations to schedule a design review.

Feature Availability

The following table illustrates high-level view of versions required for major features.

Items with blue checkmarks are only available with Flex Layout

New Features

With CT Suite version 3.3.x we have released some new and exciting features! For this new release we have been working diligently with our customers to learn about agent behavior and preferences. Each of these new features are described in detail below.

As a company of customer-focused innovators, at the core of our attention is the agent experience and enhancing their productivity.  We will continue relentlessly to improve CT Suite in our roadmap and v3.3 demonstrates our commitment to further reinforcing the value of the investment our customers have made in our product and CTIntegrations.

Many of the new features will require Professional Services for configuration and training. Contact your Partner or CTIntegrations to schedule a review.

Flex Layout

One of the things we received the most feedback about was “layout”. Users want increasing control over the look, feel and layout of the CT Suite Web Client application. To address this request, we have developed “Flex Layout”. This is a modular user interface (UI) which allows repositioning of most CT Suite Widgets like Presence, Softphone and Gauges. Widgets can now be "docked" in different areas of the screen and even "popped out" to a new window, allowing for the best use of real estate. We have also streamlined and compacted the widgets to take up less space. 

We were excited to release our new Flex Layout as “Release Candidate 1” in early March. This ensured we captured valuable user input from our customers which has been incorporated into the GA release.

To remain consistent with the compact theme, Flex Layout will only support Gauges in the collapsed mode.

Themes & Branding

Based on user suggestions, we added a "Grey" theme for Flex Layout. Available themes for Flex Layout are: Dark, Grey and Light. Themes for Classic will remain as Dark and Light.  Themes can be set at the agent template level or by individual users.

We have also enabled branding by allowing you to insert your own company logo in the CT Suite Web Client.  Branding is available in both Classic and Flex.

DTMF

Agents now have a number pad in the line appearance to enter DTMF input (Touch Tones) which are then sent by the Avaya Communication Manager services. A new button has been added to the softphone that will open this dial pad when clicked. 

Confidential Queue

Customers wanting to use the Search widget but having queues which handle sensitive and confidential information now have the ability to designate mailboxes  as "confidential," and only users who are given permission to view the confidential content will see those work items in the search widget. 

Secure Messaging Application

Many financial and healthcare businesses require a secure portal for communication with their clients. Unfortunately, traditional secure messaging services and portals provide a very basic set of features, with little to no routing or reporting capabilities. The agent experience with these tools lacks the toolset necessary to provide a professional looking communication as the editors and other toolsets are basic. The experience of both the end user and the agent are sacrificed for the benefit of the security. 

The CT Suite Secure Messaging Channel eliminates the need for this trade-off. By combining the robust agent interface of the CT Suite Email channel, advanced routing and reporting, and providing a secure portal for the end customer access the message content, secure ownership of the encrypted message never leaves the CT Suite Secure Message Channel. 

Conversational Bot Interface

One of the many challenges when implementing a bot strategy is what to do when the customer needs to speak to a live agent. CT Suite now has a chat bot framework allowing you to integrate the bot of your choice into the CT Suite Web Chat channel. With this new ability, our customers can build out the chat bot of choice, i.e. Google, Azure, etc. and perform bot interactions with the end customer. When a decision is made to route the chat to a live agent, the CT Suite chat channel takes over and routes the chat. When the agent receives the chat, they have visibility into the entire bot/customer conversation and will be able to continue handling the customer request to successful resolution. 

To help get you started we’ve built some sample applications we see as
common use cases, such as booking appointments and Q&A.

SMS

CT Suite can consume services from SMS provider which supports Web Hooks and CT Suite has out of the box connectors for both Twilio SMS and Avaya CPaaS. If you already have CT Suite Multimedia installed and integrated, you can get up and running with an SMS channel very quickly.

Just like Web Chat, SMS messages are routed to the available agent for the configured SMS skill or advanced routing rules such as Last Agent, Keyword or Number based routing can be configured. CT Suite will maintain the conversation thread and the agent will be able to see the previous conversations with the client with whom they are interacting.

The SMS Channel is covered under the CT Suite Multimedia License.

Priority Work Item Override

Contact centers increasingly want to set their agents up to support both email and inbound ACD skills, in a blended configuration. While the prioritization of the skilling is always so that any calls pending in the voice queues are always emptied prior to the email skills, there is always a chance that a scenario where all agents are "busy" handling email work items while inbound callers wait in queue. Agents can visually watch the queues or the Multi-Call Handling strategies can be invoked, but often this is not a desirable solution. To address this scenario, CT Suite has a new feature called Priority Work Item Override (PWO) which will find the agent which has been handling the email the least amount of time in an interruptible skill, prompt them that they are needed to address a pending voice call, automatically suspend the email in progress, and deliver the call to the agent.

PWO is only available in Flex Layout.

Customer Journey (Early Introduction)

Based off data collected in CT Analytics, the new Customer Journey widget in the CT Suite Web Client provides the agent with a user-friendly overview of the interactions a ssociated with the end user. 

When the agent is interacting with an end-user on an interaction, clicking on the Search widget icon and then the Customer tab will bring up a summary of the information known about this user and the interactions across all configured channels which have been identified to be associated with the user. The agent is then able to look at the handle and event data, including how the interaction was dispositioned. If integrated, transaction information from CRM can also be included.

The CTWC Customer Journey capability relies on the customer providing key attributes of their end-users in a Customer Data Association table. The contact index in CT Analytics will be seeded by the customer with the minimum key attributes of the user, such as Name, Telephone Number, and Email Address. Other identifying data can also be provided to provide a more complete picture of the end user. Optional integration to customer survey data is also supported.

The Customer Journey tab is a standard widget with CT Suite Voice, but does require additional professional services and possible integrations, depending on customer use case requirements.

Customer Journey will only be available in Flex Layout.

POM Agent Widget 

The CT Suite POM Agent Connector (Avaya Proactive Outreach Manager) is now available in the CT Suite Web Client interface, both Classic and Flex Layout versions. The interface has been enhanced by changing the toolbar to a more intuitive layout and a Key Value screen to display Campaign level attributes is now included.

The Connector does require the deployment of the CT Loader executable at the agent's desktop.

Enhancements & Bug Fixes

The following table list essential bug fixes in this version of CT Suite This is not a complete list - Ronny will pull a new one and then they should be reviewed to ensure no customer names, full bug fix description with correct spelling and punctuation. 

Issue #	Affected Module & Description
1157	Add DTMF feature in CTWC
1221	Queue info to show true amount of digital channel work item count
1293	Issue with Open Queue synchronizing configuration on periodic interval
1309	Chat messages not displaying when large volume in queue
1355	iPhone users experience a disconnect in CT Chat when focus lost
1379	SMS issues with "always thread" option
1428	Device Manager not reconnecting to Message Queue
1433	Issue with email PDF attachments not fully visible
1445	Add prompt in CTWC when users "X" out of the browser/tab to ask if they want to leave
1449	Auto Reply Loop in email service when sending from one queue to another
1453	CTWC SIP remote worker issue if agent enters incorrect extension
1462	Single DFX Node running high on memory consumption
1472	Issue with email disposition report showing more items in detail pane than number in summary
1478	Ability to hide certain reports in CTReports portal
1486	Issue with undeliverable bounce backs not showing original email
1487	Email Sup Tool needs to be changed to show all email agents regardless of PQ VDN
1494	CTAdmin not parsing hunt groups when assigning hunt groups to an agent template
1503	Change to Node Services that interface with SQL to allow "Always On"
1505	Issue with foreign language characters in HTML after sent by email service
1516	Email service needs an interval to rectify redis
1523	Chat service issues with chat positions
1524	Chat service issue with single queue
1569	LAR email timeout while out of hours
1574	Monitor Service Error - input string was not in correct format
1584	CT Config REST installer won't allow upgrade
1585	Email service won't allow Sup Tool to assign to user when email is owned
1602	CT Reports Site ID filter not being realized
1605	Issue with suspension of emails when "use schedule" is enabled and multiple schedules are assigned to a queue
1609	Config REST not returning the correct SMTP port for Chat Server info
1611	Issue with MQ Queues when email service master flips and RMQ is down
1612	Change CTAdmin uniqueness check from first/last name to windows user name
1627	Issues with HTML when copying from word doc
1629	Odd email content spacing issues
1641	Device manager AES8 DMCC service provider update
1657	Need to speed up usp_ReportAgentCorrespondence.sql SP
1658	Issue with font changing for top line of email
1662	Web Client - Add phone/email clickable icons in chat and search widgets
1663	Issue with queuing sequence with Email Service
1665	Formatting issues with the template manager
1666	Formatting issues with the web client signature editor
1667	Outdent button not visible in Signature editor
1668	Shift Enter Bug in Email Editor
1669	Issue with Customer's signature once you start to type a response
1670	Font Name Showing Arial, Helvetica, Sans-serif
1671	Issue seen with Template Editor where the font is set to 12 pt but shows as small in the editor in CTWC
1672	Issue with Spacing and font size when creating a template in My Templates
1673	Issue with Editing a template before inserting
1674	Odd issues with carriage returns in my template editor
1675	General Spacing issues in CTWC email editor
1677	Issue with pasting images into the email body of email
1678	Issue in CT Admin where outbound connection string doesn't take encrypted value correctly
1679	Call List import error when file is pipe delimited
1680	Issue with being able to edit/delete my list entries after refresh
1681	When scrolling in the Work Item Live View screen while the grid is refreshing, the grid will sometimes clear
1684	Add support for OAUTH 2.0 in mail server and admin portal
1686	Create new setting for email service for fetch count
1689	Web Boards aren't being pushed with agent settings
1691	Templates pasted from another source change font family when used
1692	Template editor changes spacing after template is saved
1693	Cursor acts odd in email editor with line wrapping when pasted from notepad
1694	Line spacing is changed in email editor when text pasted from different apps
1698	Priority work item override
1699	Issue with Device Manager Service connecting to AES on startup
1700	Web client not showing some of the email when rendering
1701	Disable search button in supervisor tool when no search criteria has been entered
1702	Issue with Email Editor whereby the enter key vs shift enter key in email editor
1703	Issue with web client email editor causing to show table borders when inserting content from template
1704	Issue with Wrap Up Notes being forced
1705	Issue with DTMF dial pad getting cut off
1706	Dynamic Positioning Issue where sometimes it won't shift
1707	FF Email Widget Issue with New Email Button
1708	FF Email Widget Issue with Fwd Email Button
1709	FF Email Widget Issue with Reply Email Button
1711	Issue with SQL connections from Data FX Svc
1712	Issue with Mailbox service level logic reply count
1714	Issue with trailing space on the username when logging into the web client
1715	Agent profile picture is not being display on the chat customer facing page ELK version
1720	Confidential queue
1722	Issue with search widget for voice calls
1724	Issue with email svc slave service not syncing its config on the interval
1725	Inserting HTML via Template Manager changes the HTML table font
1726	Change SFDC lightning UI to support dynamic shifting
1729	Issue with JS files loading out of sequence on login

• Related Articles

• Release notes v3.2

  Upgrade Path Based on the version currently installed, your system may need incremental upgrades to your system before you finalize on version 3.2.67 The following table illustrates the upgrade path required, depending on your current version. If you ...

• CT Suite for Amazon Connect V 4.0.8

  Issues addressed in this version: ISSUE NO ISSUE DESCRIPTION CSS-535 Supervisor staying in ACW after monitoring call Supervisor was monitoring a call, he dropped. Softphone state left him in ACW after he dropped from the call.  Resolution Notes: ...

• CT Suite for Amazon Connect V 4.0.7

  Issues addressed in this version: ISSUE NO ISSUE DESCRIPTION CSS-473 Login Page - Session Idle Timeout When the session idle has timed-out it will logout the user and return them to the login page. So when the user enters username and password to ...

• Release notes v3.2 SP1

  The CTS 3.2 SP1 is a cumulative release that includes fixes, enhancements and updates:   Fixes: 1465  - Outbound Call List Contacts Loaded redis entry not showing correct loaded contacts 1405 - Issue with Attachments getting corrupted 1468 - Email ...

• 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 ...