Ziwo Updates

Ziwo Updates

Ziwo Updates

Ziwo

Sunday, 15th Dec 2019

December 2019

What’s New

 

  • Great News: Urgent Message feature is now available on the live dashboard ziwo platform,. This can be applied to specific numbers or an entire queue with a customized messaging.  View Demo
  • New Feature : Web Call Back feature is available on ziwo platform. Customer can now request for a call back through your website. This can be enabled by adding a simple script on your website. View Demo
  • Statistics Dashboard can now include Data range inclusive of the last date
  • NPS feedback forms for Ziwo Software have been added to the platform
  •  Jorel Web Phone Released

Enhancements:

 

  • Call Tracker: Improve logs fetching APIs and its Interface (filters and cleaner display)
  • Call Masking feature improvements added
  • Fix issue of call marked as cancelled for external.
  • Reordered and renamed modules in navigation menu
  • Displaying Agents and Queues photos in the Live Dashboard
  • Added helping placeholders in Numbers to display called customer number when using API calls
  • Fixes interface live dashboard and statistics module permissions issues

 

 

Ziwo

Thursday, 28th November 2019

November 2019

What’s New

 

  • Urgent Messages Feature

This feature allows a user to enable/disable a particular message by dialling a particular number on his platform.For instance, if there is an internet outage, user just dials a number on his call centre to record a message and activate it on their IVR.

Urgent messages can be managed by 4 different ways

          • API Request to enable/disable the queue as an Admin.
            • Admin can enable/disable set of queues using an API request.
            • This will allow them to select an audio file (mp3) while enabling.
          • API Request to enable/disable the number as an Admin View.
            • Admin can enable/disable set of numbers using an API request.
            • This will allow them to select an audio file (mp3) while enabling.
          • IVR to choose the queue and enable/disable it.
            • Dedicated extension: 7. Agent will dial this given extension.
          • IVR to choose the number and enable/disable it.
            • Dedicated extension: 11. Agent will dial this given extension.
  • Added new option in SLA calculation to disregard calls abandoned before a given time period. (Minimum duration to count abandoned call for SLA)
  • Integrated Mopinion feedback forms with ZIWO. Displaying customer loyalty feedback forms on both admin and agent sides of ZIWO and user input is collected.
  • Added a retry option to call tracker. If the start call or end call fails, it is retried twice by default. The number of retries can also be increased if needed.
  • Call ID is added to call tracker logs at the top level for each log record.
  • Call tracker response times are now added to the logs as below
          • wait: Duration of socket initialization in milliseconds
          • dns: Duration of DNS lookup in milliseconds
          • tcp: Duration of TCP connection in milliseconds
          • firstByte: Duration of HTTP server response in milliseconds
          • download: Duration of HTTP download in milliseconds
          • total: Duration entire HTTP round-trip in milliseconds
          • startedAt: Timestamp of the start of the request in ISO format [This is required to say we started the request exactly at this point. The current log creation time (createdAt) is not accurate.]

Bug Fixes

 

  • Fixed a bug in call tracker logs where sometimes invalid Call ID was shown for the start call request.
  • Fixed discrepancies in SLA calculation
  • Fixed bug in Click2IVR where the hangup cause was not being captured.
  • Fixed a bug where the live metric widgets were loading in an incorrect layout when coming from a different module.
  • Removed polling as transport mode when reconnecting to sockets in Zdial
  • Fixed a bug where the agent cannot reconnect to Jorel session due to “Agent connected elsewhere” error
  • Fixed an issue where “Maximum concurrently logged in Agents” filter was not usable in statistics widgets

 

 

 

Ziwo

Thursday, 31st October 2019

October 2019

What’s New

  • Added new options to Call Tracker to use Agent Announcement and Customer Waiting audio messages.
  • Missed calls handling in CDRs
    • CDR filterating in calls view for missed calls
    • CDR filtering in calls view for missed calls by agent
    • Missed By agent name added to the CDR detail view when the call is missed
  • Abandoned Calls widget improved to indicate if it is a missed call and by which agent. Missed calls are also filterable in statistics widgets.
  • French language support added to the agent client. If the browser language is set to French, the Agent Client is rendered in French language.
  • Added CDR for Click2Call where the agent had rejected the call
  • Improved verto code for notable improvement in multi call handling (call stack)
  • New fields offeredToAgents[] and involvedAgents[] added to the List Calls (CDRs) API

 

Bug Fixes

  • Fixed bug in Jorel where agent couldn’t login after getting disconnected and getting stuck with an “Agent already connected elsewhere” message due to the contact centre not getting reset.
  • Fixed bug in Jorel where the defaultRegionCode setting was incorrectly applied to 4 digit CC login numbers.
  • Fixed an issue where total calls in calls view and statistics were not equal due to some abandoned calls not being marked as abandoned.
  • Fixed bug where the caller number was displayed as extension in the CDRs when DID was linked to IVR
  • Fixed bug in Click2Call where the call was re-dailed even after customer had rejected the call.
  • Fixed bug in Click2Call where the agent heard a ringing tone even when the customer’s phone was switched off.
  • Fixed bug in Click2Call where there was a few second delay in hearing the voice after answering
  • Fixed bug in Zdial where file importing was giving errors where NULL were supplied for fields instead of empty strings. Now it can handle both.
  • Fixed an issue where the call tracker audio messages were not playing on the call tracker edit screen
  • Fixed bug in the date picker where selection by minute was not possible and instead had to select by multiples of 5 minutes.
  • Made sure that only Invalid Access Token error would result in redirects to the login page
  • Fixed a bug where the Caller ID was sent as 00000000 for outgoing calls.
  • Fixed bug in Call Tracker where CDR was not generated on admin side when the call was answered.

 

 

 

Ziwo

Monday, 30th September 2019 12:21 PM

September 2019

What’s New

  • New option roamingOnly added to click2call which if set true, will directly try the agent’s number without first trying if the web interface is connected. (Link 1, Link 2)
  • Missed calls added to statistics. In the statistics widgets, now you can filter for missed calls separately.
  • Provided access to agents to the agent list through the web service /channels/calls/listAgents
  • Improved system logging mechanism, which would make it easier for Aswat support and Ops teams to debug issues.
  • Jorel – Improved the handling of international and local numbers in Jorel API. In cases of instances where a number is saved in the local number format, but the country code is needed to successfully make the call, option added to have default country code to use in the integration if one is not provided. Link
  • Freshchat has been integrated with ZIWO for admins to chat with Aswat support through their admin portal itself. This replaces previously used Dimelo chat.

 

Bug Fixes

  • Fixed the long running issue where the call direction filter was throwing an access denied error for agents.
  • Fixed issue where when the agent makes a attend transfer to an IVR there’s no dialpad available for him to enter the options.
  • The option to switch the call back and forth between customer and agent during a attend transfer is brought back, which had been dropped during an agent client design update.
  • Fixed bug where CDRs were not being created for calls lost in dial plans.
  • Fixed an error that caused the talk time and duration of the CDR to be wrong in some click2call scenarios.
  • Fixed bug in call tracker. When editing call tracker, if user tried to save it without a Start Request Timeout or End Request Timeout value, it was displaying an error. This is now fixed.
  • Fixed bug in call tracker where some calls that had been answered were incorrectly given a call result of cancel in the CDRs.
  • Photo cropper in my profile section changed to circle instead of rectangle.
  • Fixed error where in the CDRs, the first letter of the Call ID was incorrectly capitalized when displaying.
  • Improved Jorel to use websocket instead of polling as the preferred transport mode, reducing socket requests.
  • Fixed bug where attended calls were not identified as attended calls on page refresh. The call was recovered, but only as a normal call. This issue is fixed.
  • Fixed an issue where the queue image wasn’t being displayed on the agent client when the call was being received through a queue.
  • Fixed an issue in the calls view where the column names were overlapping when all columns were selected.
  • Made transfer option mandatory when user configure DID with working hours.
  • Removed unwanted /agents/status requests after login in the agent client. Will improve its performance.
  • Fixed issue where an internal server error was being displayed when editing roaming timeout in agent info section

 

 

 

 

Ziwo

Monday, 30th September 2019 12:21 PM

August 2019

What’s New

  • Live dashboard has been reworked for a significant performance gain.
  • API Changes
    • Audio Splitting
      • New improved API provided to download call recordings in MP3 format for the CDR identified by their CallID/ID
      • API created to download recordings in MP3 format, split as customer only, agent only etc.
    • The Update Agent API now supports password change
    • Added missed calls to statistics API Link, Link
  • Sockets
    • Agents are given access to /live/queues in sockets v1 and v2
    • Agents are given access to /live/statistics/channels/agents/by/queues in sockets v1 and v2
  • Jorel
    • Mouse over tooltips added to Jorel interface.
    • Option added to Jorel to delete the entire number by long pressing the delete button.
    • Option added to prevent position and/or size changes
    • New non-call related events broadcasting (login/logout, position changes, size changes, status changes)
  • Queue Widget – The waiting alert threshold is now customizable. Previously it had a fixed value of 10 seconds.

 

Bug Fixes

  • FCR –  Backend handling is improved for better performance. Previously this occasionally made the database inaccessible.
  • Agent Widget – Issue where the more option icon was displaced when there was a long agent name is fixed.
  • Phantom Widget – Issue where agent ID not displayed in the header occasionally is fixed.
  • Abandoned Call Widget – Issue where some phantom calls were incorrectly showing in the abandoned call widget has been fixed.
  • Agent/Phantom/Abandoned Widgets – Bug where user was allowed to save without configuring “Maximum number of calls displayed” is fixed.
  • Live Dashboard – Issue where duplicate Live KPIs were being created when the user toggles the corresponding switch to turn it on and off has been fixed.
  • Live Dashboard – The permissions for live dashboard has been decoupled from call access permissions.
  • Live Dashboard – The permissions for live dashboard has been decoupled from queue access permissions.
  • Live Dashboard – Fixed issue where web sockets were repeatedly trying unsuccessfully to connect.
  • Live Dashboard – The term “Voice mails” is corrected to “Voicemails”.
  • Jorel – Issue where a meaningless error message was shown when user tries to login without entering any credentials has been fixed.
  • Jorel – Fixed an issue where the entered phone number was getting overlapped by other elements when the number was long.

 

Notes

  • Websocket client library to use in integrations is socket.io >= 2.2.0. Older versions may have connection issues.

 

Ziwo

Monday, 30th September 2019 12:21 PM

July 2019

What’s New

  • Jorel – Option added to disable console output if needed.
  • Number of outbound calls answered by customers is added to APIs – Link, Link, Link, Link
  • Sockets – Agents are given access to /live/agents in sockets v1 and v2

 

Bug Fixes

  • Voicemail Recordings – Previously the voicemails records had unnecessary as it was recording everything from the initial recorded message. This has been fixed to record only the customer’s voice message.
  • Snom phones – Issue where the agent activity log was not capturing agent logins via snom phones is fixed.
  • Snom phones – Issue where the CC login of a snom phone caller not being shown to an internal call receiver is fixed.
  • Snom phones – Fixed an issue where the phone position was getting rejected after a while.
  • Snom phones – Fixed issue where agent could log in to already occupied positions through snom phones is fixed.
  • Issue where incorrect agent statuses were generated after a server restart has been fixed.
  • Issue where an incorrect On Call time of agents were shown on agent widget on live dashboard is fixed.
  • Fixed issue where the agent position was empty after refreshing the admin page.

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