[Fix] Bad data in the call history list can cause the entire soft phone to go blank or not load. The most common example of this was after attempting to call a phone number that wasn't a valid format, such as too short, too long, or containing characters that can't exist in a phone number. This behavior was also observed after calling some types of non-US numbers, even if those numbers were valid. (419336)
[New] Better display for notices, errors, and acknowledgements in the soft phone. Messages are now color-coded and remain on the screen or fade away depending on the importance and timeliness of the message.
[New] When trying to click-to-dial, if a user double-clicks quickly on a phone number, the clicks may happen fast enough that Salesforce’s built-in double-click protection does not prevent the second click, so Salesforce sends two requests to dial. DialSource now detects this behavior and ignores the second dial request. Some customer’s Do Not Call configurations would have naturally prevented the second dial, so not all users would have noticed the double dial behavior. (428011, 428342, 429520, 429669)
[Fix] Removing a record from Instaqueue fails and does not show a visible error on the screen. The browser console logs show a 500 Network error. (419253, 423347, 425063, 428020, 429668, 438212)
[Fix] When dialing on a campaign, the count of available records is not updated in the soft phone. After the fix, the count changes every time anyone in the organization dials.
[New] Inbound Queue Dashboard filters and search parameters are now unique URLs, so they are remembered when the page is refreshed, loaded from a bookmark, or opened via a link.
[Fix] A sequence of operations can result in a stuck agent account (419004)
[Fix] Agents that enter their phone number in international format (a leading + on the phone number) find they can’t disconnect their agent leg from the soft phone.
[New - Early Access] Ability to add Salesforce fields to a disposition. Almost any field on any object can be added to collect additional data when you disposition a call. The existing Salesforce data validation rules are enforced on these fields, and additionally, you can choose to make the completion of some or all fields required before an agent dispositions a call. This feature is already generally available on Microsoft Dynamics.
This feature is an Early Access feature and will be made generally available in the coming weeks. Speak to your Customer Success Manager if you are interested in enabling this Early Access in your production organization. For more details on this feature, see the Agent and Admin Disposition Fields documentation.
These fixes only apply to customers using the Campaign Scheduler system, currently in Early Access. They do not affect campaigns running on the legacy campaign system.
[New] If we are unable to refresh a campaign, the information we show the administrator is now more useful, often explaining the exact cause of the problem and steps that can resolve it.
[New] Pause refresh of campaigns that don’t have agents assigned to them. If no agent calls the campaign, we will stop refreshing it. Adding an agent to the campaign will automatically restart refreshing that campaign.
[Fix] If a duplicate record appears in a report, the campaign will have zero records in it. Now we ignore the duplicate record.
[Fix] Cannot insert a call into a campaign using the RTPQ API
[Fix] Objects are not immediately unlocked if an agent ends a campaign or skips to another record. Instead, the object remained locked until the lock timeout expired in two minutes.
[Fix] The hangup button in the Agent Status screen doesn’t do anything. (290472, 327272, 344888)
[Fix] Establishing an agent call leg fails if the agent is configured with both an internationally-formatted phone number (a leading + on the number) and an extension.
[Fix] In Microsoft Dynamics clicking dial from the history tab does not place the call. (422949, 425903)
These fixes only apply to customers using the Campaign Scheduler system, currently in Early Access. They do not affect campaigns running on the legacy campaign system.
[Fix] Preview Auto does not work
[Fix] Campaigns don't start until the time slot after the scheduled time. For example, a campaign scheduled to start at 8 am doesn't start until 9 am because that is the next slot after 8 am.
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