NOTE: There is a new Softphone Version 10.1.2-Prod.2377
PLEASE HAVE ALL USERS UPDATE THEIR SOFTPHONES. The update should download automatically, users should restart their phones. This is a link to download the current version if needed: https://cdn.motioncxapps.com/irac/MotionCXAgentSetup.exe
We corrected issues with transfer and conference functionality, and released a new softphone feature that gives the phone user the ability to end stuck interactions.
The causes for the stuck interactions are varied, and range from network latency and missed signals, to complex calls where multiple conferences have been started and ended within the call. In some circumstances, the signals indicating the end of a call segment are not sent/received as expected, so the call appears to be stuck to the softphone.
The new feature is an item that needs to be added to user permissions. Under permissions for Interaction Management, there is a new box to check for "Allow to Force Disconnect From Softphone"
This feature will appear as a blue button toward the top-center of the softphone, to the left of the Workstate. It will not be present if the user does not have permissions, or if there are no active interactions associated with that softphone.
Additional items included in this maintenance: - Case Routing workitems were not clearing from the dashboard when the case was routed to a new agent; this has been corrected
- The Recordings Library filter by Agent was limiting search results to only the first 1,000 users. This has been corrected, all users are included in the filtering.
Posted Nov 07, 2024 - 21:54 EST
Update
Scheduled maintenance is still in progress. We will provide updates as necessary.
Posted Nov 07, 2024 - 21:48 EST
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted Nov 07, 2024 - 21:00 EST
Scheduled
We will be updating the MotionCX platform today, Thursday 11/7/24 at 9:00pm EST. The update will take approximately 1 hour. No downtime is expected for this update.
The maintenance is to correct issues with transfer and conference functionality, and to release a new softphone feature that gives the phone user the ability to end stuck interactions.
The causes for the stuck interactions are varied, and range from network latency and missed signals, to complex calls where multiple conferences have been started and ended within the call. In some circumstances, the signals indicating the end of a call segment are not sent/received as expected, so the call appears to be stuck to the softphone.
The new feature is an item that needs to be added to user permissions. Under permissions for Interaction Management, there is a new box to check for "Allow to Force Disconnect From Softphone"
This feature will appear as a blue button toward the top-center of the softphone, to the left of the Workstate. It will not be present if the user does not have permissions, or if there are no active interactions associated with that softphone.
Additional items included in this maintenance: - Case Routing workitems were not clearing from the dashboard when the case was routed to a new agent; this has been corrected - The Recordings Library filter by Agent was limiting search results to only the first 1,000 users. This has been corrected, all users are included in the filtering.
Posted Nov 07, 2024 - 14:25 EST
This scheduled maintenance affected: MotionCX Applications (Interaction Routing, MotionCX Agent App) and Interaction Channels (Voice Services).