Purpose of this document
In this article you will find changes, enhancements, and bug fixes for AIM CC. This list should always align with the production version of AIM CC. There may be some delay in the availability of up-to-date user guides (downloadable here) that align with the version number and information provided below.
This list will be updated as future patches are applied.
V 3.5.3.0
[Changes/Fixes from June 8, 2022]
Reporting: Calls which were not offered to agents due to the agent being unregistered will now show up as entries in the calls offered report. This affected calls using the progressive or preview dialer.
Reporting: Mark calls as abandoned in CDR when the agent ring timeout is greater than the queue timeout, and the caller has waited more than the queue timeout. Prior to the fix, the system was adding an additional failover entry into the CDR which should not have happened.
Call Behaviour/Reporting: Ensure calls which find an available agent at the same time as failover kicks in are treated with a single entry in CDR. Prior to the fix, calls which found an agent available at the same time as switching to a failover setting reported both results in the CDR.
Agent Portal: Agents will now receive an error displayed on the screen when there is a failure in checking their connectivity to the server. Agents seeing this error should log out and log back in.
Performance: The process which loads the pages associated with jobs has been optimized to allow for quicker load times.
Portal: Error flash messages displayed at the top of the screen when trying to save Job-related screens are now displayed for a longer period of time allowing the user to see the error.
Campaign: Email and SMS campaign types are now accurately displayed as options if enabled at the tenant level.
Security: SQL injection security has been increased for token based parameters to avoid SQL injections via token parameters.
Emails: Outbound emails no longer send additional unnecessary php information/parameters.
Performance: Call records moved to additional storage now accurately reflect as such in the callhistory API.
Agent Portal: A bug not allowing agents to select SMS/chat based queues on the login screen has been resolved.
Portal/Reporting: Custom field text area bug has been resolved by adding database optimization.
Agent Portal: The portal now shows agents the correct number of unread messages in social media.
Agent Portal: A bug related to the agent’s status and session when toggling between “Break” status shortly after hanging up a call causing the agent’s page to continuously load has been resolved.
Portal/Performance: The upload file service has been optimized to allow for faster uploads.
Portal/Email Alerts: A bug has been resolved which did not pass the proper ticket category via email alerts when a new ticket was created.
Agent Portal: A bug has been resolved which did not properly display customer contacts for agents after adding a new customer contact in the CRM.
Reporting: A fix has been applied to a bug where the agent’s first name and contact field’s values were appearing as “NULL” in some reporting fields.
- Dashboards: Real time dashboards have been optimized in this update.
V 3.5.3.0
[enhancements]
- Agent Portal: Added few enhancement in advance CRM in agent screen.
- Added reset button to clear search criteria in advance CRM.
- When Agent Clicks on WhatsApp, Email or SMS Icon, will be redirect to the relevant compose page. Where Phone number must be autofilled, and when agent select the campaign then the customer should be selected automatically based on the Phone number if exist in the customer group.
- Agent Portal: When agent clicks on Customer name then it should redirect to the CRM screen where details should be auto-filled in respective fields from my call, my callback, customer info page.
- Tenant Portal: Query filter selection should be there though query filter is not applied in the job.
- Tenant/Supervisor Portal: Added missing column in search criteria and in grid in Email details, Chat details. social media details, inbound SMS, Outbound SMS and Outbound WhatsApp report.
- Admin/Tenant Portal: Added DELETEALL & DELETESPECIFIC option for delete_type parameter in Blacklist, DNC, Customer, Lead Group, Job API.
- Tenant Portal: Added Get ticket details, change ticket status, add ticket comment and ticket disposition list API.
- Tenant Portal: Added Agent, Queue and campaign parameter in search criteria and user can pass multiple values. Also added two new parameter value in search type parameter and added Search_on_time and call_status parameter.
- Tenant Portal: Added Call Number Map Last X digits option in campaign and job page, based on the defined value customer will be matched from customer group for calls.
- Admin/Tenant Portal: Added Arabic/Japanese language support for name column in newly created Pages like query filter, response message script, response message group, document sharing, document sharing group, customer group dynamic form, shortcut master, shortcut group, outgoing rule group, WhatsApp template, agent seat mapping, etc.
- Tenant Portal: Added API for Add/Update/Delete Sticky Agent.
- Tenant Portal: Added API for Add/Update CID numbers.
- Admin/Tenant Portal: Added Delete All option for DID, Blacklist, CID, Sticky Agent, Lead Group, Job, DNC, Customer.
Tenant Portal: Added Outbound Prepend Digit and Outbound Strip Digit changes in sms and WhatsApp channel.
Agent Portal: Added click2call button Beside phone number, when clicked it will call the number and if answered status is set to complete.
Admin/Tenant Portal: Password encryption for all saved password.
Tenant Portal: Added Play Greetings, Play Instructions and Greeting Prompt option in Voicemail and agent voicemail.
Tenant Portal: in Job call details report, added search option for disposition and redial flag. Also added Lead Max try, Lead Try done, Disposition and Auto redial in Grid.
Agent Portal: Added few enhancement in advance CRM in agent screen.
- Added All, Read and Unread section, Read conversation will be displayed in read section and vice versa.
- Added Sorting option to sort the conversation.
- Added Send button to send message with send button.
- When accept any request then by default conversation will not be loaded, user need to click on conversation to view.
Tenant/Agent/Supervisor Portal: Added Acknowledge status search in notification details report.
Tenant/Agent Portal: Added option to disable call for the agent, if enabled, then agent will not have access to calling functionality i.e both Inbound and Outbound, but Multimedia will work in that case.
[changes]
- Agent Portal: Added new Report Callback details. This is report will be displayed only when display queue history is on from agent plan.In this report, agents own callback as well as callback which are scheduled by other agent of same queue will be displayed.
- Admin Portal: In create/update Tenant, Added Config option for Seat Mapping and Document Sharing, if enabled, then only related Tenant will get related menu and options.
- Tenant Portal: Added Success/Failure action details in IVR Details report for IVR Routing.
- Tenant Portal: Added Seat Mapping based on the extension instead of agent.
- Tenant Portal: In Reset Job, added all levels of disposition.
- Tenant/Supervisor Portal: Added Call ID column in My Queue callback and Queue Callback details page.
- Tenant/Agent/Supervisor Portal: Add missing ticket status in status dropdown and Added bifurcation for social like, Facebook, Twitter, Instagram, WhatsApp, Telegram, Messenger, etc. in ticket source dropdown in Ticket details report.
- Tenant Portal: Added Ask Client Email & Ask Client Phone Number switch in widget code configuration, if enabled then at the visitor side email and phone number will be mandatory
- Tenant Portal: Added Initial Call Delay (Min) *parameter in Queue callback page, if configured any value for that parameter, 1st try for callback will be done after defined time and if configured as 0 then callback will be done immediately.
[features]
- Agent Portal: Added Attended Transfer option for Campaign transfer.
- Tenant Portal: Added option to configure Auto Response Message In campaign configuration, If any text is added, as soon as we get first request for new session, system will send this auto response text to the sender. Also Added option to send Agent assignment notification to the customer and provided configuration .whether to show agent name or not in this message.
- Admin/Tenant Portal: Added Twitter Customisation option in Tenant creation. If option is enabled, Tenant will get related Twitter configuration option in his profile. On twitter channel creation, system will take tenant's profile configuration if option is on else will use Admin's twitter account configuration.
[bugfixes]
- Fixed caller id issue for preview queue callback method.
- Fixed issue of missing media state info.
TO BE FORMATTED
V 3.5.2.2 - [enhancement] Tenant Portal : Enabled whatsapp
broadcasting dialer.
- [enhancement] Tenant Portal : Added wait duration field
in Call record report as well as getcallhistory and get
calldetails API.
- [enhancement] Tenant Portal : Added new API to get the
disposition details.
- [enhancement] Tenant Portal : Added new API to provide
live agent status, It will give status of all the agents who are
currently login into the system.
V 3.5.2.1 - [bugfix] Tenant and Supervisor Portal : Fix issues of Total
time in Total/Avg Row in each columns.
- [bugfix] Agent Portal : When call is routed from IVR to
agent then call Routing tab is not displayed during the call.
- [bugfix] Agent Portal : Removed Email Details from the
Histroy tab in advance view in case of call center version.
- [bugfix] Supervisor portal : Added Barge,Coach and
Whisper options in the agent dashboard in Tabular view.
- [change] Tenant portal : Optimized Job listing and
Edit/Update page for better performance.
- [change] Agent portal : Icon changed for the Create Ticket
functionality.
- [feature] Tenant Portal : Added option to add, Update,
Delete or Upsert (add/edit/delete) data from Lead group to
Job.
- [enhancement] Agent portal : Added Call Type search in
Agent session reports.
- [enhancement] Agent portal : During call, In Upper tab,
Open tickets which are mapped with the number will be
displayed and agent can map ticket with ongoing call using
Ticket tab.In Below tab, History of the tickets mapped with
the number which are already resolved will be displayed in
ticket details tab.
- [enhancement] Agent portal : Added Email Tab Next to
whatsapp tab, so agent can send outbound email during
call.
- [enhancement] Agent portal : Added Split option in
advance view, so either of the tab will be visible fully or
agent can view in Split view.
V 3.5.2.0 - [feature] Added Switch session option in Agent plugin for
SF/ZD
- [feature] Tenant Portal : Added hangup as activity in call
campaign.
- [feature] SF/ZD Plugin : Added Auto answered, Auto
pause timer, callback disposition, unregistration play sound,
break timer,hold timer,switch session functionality.
- [feature] Tenant Portal : Added Option to create ticket on
call or on answer for Zendesk.
- [feature] Tenant/Agent Portal : Added option to Play
sound on agent/supervisor unregistration based on the agent
plan.
- [feature] Tenant/Agent/Supervisor Portal : Added Total
Average time(TAT) Column in Ticket details report, which
shows the differnce between Ticket resolved time to Ticket
created time.
- [feature] Tenant/Supervisor Portal : Added Sorting for
every Columns in Realtime, Agent and Queue Dashboard
Tabular view.
- [feature] Tenant/Supervisor Portal : Added Call Type
Filter in Realtime & Queue dashboard and related reports.
- [feature] Tenant/Supervisor Portal : Added Total
Disposition Time(TDT) & Average Disposition Time(ADT)
in Agent/Supervisor Queue Details in realtime & queue
dashboard and related queue reports.
- [feature] Tenant job : In Job, added option to delete
multiple record with specific fields values based on call
status or disposition same is available in the Job Reset
option.
- [feature] Tenant/Agent Portal : Added option to play
sound on answer or before answer for Auto Answer
functionality.
- [feature] Tenant/Agent Portal : Added option to show
platform voicemail to agent or not, if yes, agent will be able
to see platform voicemail, if not, agent can see only his
own voicemail.
- [feature] Agent Portal : Added option to switch session for
current ongoing session type too.
- [feature] Supervisor Portal : Added option to Resolve
multiple ticket together in ticket details report.
- [feature] Agent Portal : Break Name & Break Timer will
be displayed on the screen when agent punch break.
- [feature] Tenant Portal : Added option to map all leads at
one go to the Multiple agents or Equially divide.
- [feature] Tenant/Agent Portal : Added Option to put pause
during the call that means after the call agent status will be
Auto Pause, that will be configurable based on the agent
plan. Pause duration will be 0 to set unlimited and if set to
any value, it will be auto reset agent status after that time
- [bugfix] Tenant Portal : Multi select value in break type
filter in break time report is not available in Custom report
- [enhancement] Tenant portal : Add Callback subscribe
option in agent plan to get events in 3rd party crm without
subscribing each time
- [enhancement] Agent Portal : Optimized Agent
Dashboard and Disposition Functionality to improve
performance.
- [change] Tenant Portal : Facebook UserID and Telegram
UserID display as readonly format in Update customer
form, and Customer Grid.
- [change] Tenant Portal : Added Job ID base search in
getCallHistory API
- [change] Agent Portal : Agent will be able to see initial
content of email before accepting email ticket.
- [change] Tenant/Supervisor Portal : Segmentation of
ticket category and sub-category when spooling report.
- [change] Agent Portal : Agent status will be available
during internal chat Initialization. (ie. Available, Break-
Lunch, Offline, Etc.)
- [change] Agent Portal : Internal Chat will be available in
Break Status.
- [change] Supervisor Portal : Added ticket Transfer and
reopen option to the supervisor, using this supervisor can
change ticket status or transfer ticket's to other agents.
- [feature] Agent Portal : Agent can see status 'typing' when
customer is typing message.
- [change] Tenant Portal : Added CC option for the Email
Functionality.
- [change] Tenant Portal : Added option to add parameter as
query string or URL Param in URL Config and Disposition
Post Request.
- [change] Tenant Portal : Added new Field type
'HyperLink' in the Custom fields. where user can add
Specific URL and allow agent to click and open in new
window.
- [change] Tenant/Agent/Supervisor Portal : Added Multi
select disposition search in respective reports and also
displayed complete hierachy in the disposition column.
(Parent to Child)
- [change] Tenant Portal: Announce prompt to agent before
bridging to customer.
- [change] Tenant Portal: getCallHistory API change to give
option to search based on date or given datetime range.
- [change] Tenant Portal: Tenant can set dynamic labels for
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custom report columns.
- [change] Tenant/Supervisor Portal: In break report search
filter multiple selection of break is added.
- [addon] Logout form Salesforce and login agent will be
logout form Salesforce softphone.
- [change] Tenant Portal: New API added to update
multiple group numbers.
- [change] Admin/Tenant/TL/Agent Portal: Login page
Changes,Tabs are given to choose Login type.
- [change] TL Portal: Audit option available in TL portal.
- [change] Tenant Portal: Outgoing rule group page is
added.
- [change] Tenant/Agent Portal: Based on Agent Plan, force
logout option is added.
- [change] Tenant/TL Portal: User Will access based
assigned custom report groups in Portal.
- [change] Tenant Portal: Dynamic Routing option is
available in Campaign.
- [change] Tenant Portal: Campaign option is available in
Dynamic Routing.
- [change] Tenant Portal: In Profile Salesforce object
selection is provided to find data based on selected objects
in Salesforce.
- [change] Tenant Portal: Zendesk Internal note added on
call hangup.
- [change] Tenant Portal: Skill page Agent mapping added.
- [change] Agent Portal: Supervisor can change disposition.
- [change] Agent Portal: Agent Layout enhancement.
- [change] Admin/Tenant/TL Portal: Same Username
allowed for Admin User,Tenant,Tenant User,TL.
- [change] Tenant Portal: Agent Export added.
- [change] Tenant Portal: Description filed added for
Response Messages Script,Response Message
Group,Trunk,Users Tenant,Prompt Master,IVR
Master,External Group Master,Whatsapp Template
Master,Queue,Queue Callback.
- [feature] Tenant Portal: Add new report Datehourwise and
Hourwise Abandoned Summary.
- [feature] Tenant Portal: Break Details API added.
- [feature] Agent Portal: Sound/Video testing option is
added.
- [change] Tenant Portal: Custom field base search added in
CDR report.
- [change] Tenant Portal: In Agent Dashboard
Queue,Session type,Active channel added.
- [feature] Tenant Portal: New Button added to make Job
Active/Inactive.
- [change] Tenant/Agent Portal: Redial option added with
disposition.
- [change] Tenant Portal: Delete All option added for
BlackList Number,Job Lead,DNC,Misscall campaign.
- [change] Auto answer,Agent caller id,Play Pause
functionality added in plugin.
- [change] Tenant Portal: shift-jis File support added in
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Lead import.
- [feature] Admin Portal: Multiple Language support for
System Prompt.
- [change] Tenant Portal: Job copy based given criteria
added.
- [change] Tenant Portal: Visitor details added in chat detail
report.
- [change] Tenant Portal: In realtime dashboard Agent time
display in last status.
- [feature] Agent Portal: Auto Pause mode added on agent
login.
V 3.5.1.3 - [change] Tenant: Facebook API 8 Version support added.
- [change] Agent: In Whatsapp, Added Document file type
support.
- [change] Tenant/Supervisor Portal: Added Freeze header
logic in reports & dashboard.
- [change] Tenant Portal: Added Total column in summary
reports & dashboard.
- [feature] Tenant Portal: Added Create/Update multiple
customer API
- [change] Tenant/Supervisor/Agent Portal: Added
Socialmedia column mapping with customer.
V 3.5.1.2 - [addon] Added Zendesk Plugin,
- [addon] Added Salesforce Plugin.
- [change] Tenant Portal : Added Language option in
Whatsapp Channel
- [change] Tenant/Supervisor Portal: Added SLA for % of
Calls Answered & Abandoned call count.
- [change] Tenant Portal: Added Client type option in agent
page.
- [feature] Tenant Portal: Added IVR routing for IVR
- [feature] Tenant/Supervisor/Agent Portal: Added
Conference Request feature.
V 3.5.1 - [bugfix] Tenant/Supervisor Portal: Fix datewise report
details.
- [change] Tenant Portal: Added switch for refresh grid
automatically or manually on Job page.
- [change] Admin/Tenant/Supervisor/Agent Portal: Active
menu color is changed.
- [change] Tenant/Supervisor Portal: Added Session logout
from column in session details report.
- [change] Tenant/Supervisor Portal: Added Callback type
column in CDR Report for callback generate from
Click2call,Agent call etc.
- [change] Tenant Portal: Added Queue in Outbound SMS
campaign.
- [change] Tenant/Supervisor Portal: Added pending and
pending(%) in job dashboard.
- [change] Agent Portal: Enhance Chat Detail page.
- [change] Tenant Portal: Enhance Live call detail in
realtime dashbaord.
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- [change] Admin Portal: Added Serverwise system
dashboard.
- [feature] Tenant/Supervisor Portal: Added Sniffer
Integration in CDR report.
- [feature] Tenant/Supervisor Portal: Added Omni channel
Dashboard & report.
- [feature] Tenant/Supervisor Portal: Added Pause and
caller,agent media detail in CDR report.
- [feature] Admin/Tenant Portal: Added Alternate
Recording Storage & Tenantwise recording storage Feature.
- [feature] Tenant Portal: Added multiple destination
Feature in widget.
- [feature] Tenant/Agent Portal: Added Remote Agent
Feature.
V 3.5.0.2 - [change] Tenant : Enhance Call history API, added new
fields to sync with Call Report
- [change] Tenant : Added Multi delete feature in Queue
Agent Mapping
- [change] Agent/Supervisor Portal: Enhanced Wrap-up
functionality.
- [feature] Admin/Tenant/Agent/Supervisor Portal: Added
DateHourwise Call, Queue, Campaign, SMS report.
- [feature] Admin/Tenant/Agent/Supervisor Portal: Added
Google SSO Feature
V 3.5.0.1 - [change] Tenant Portal: Added multiple Widget Setting.
- [change] Tenant Portal: Added Get Job Number Status
API
- [change] Admin Portal: Added SMS Summary report.
- [change] Agent Portal: Added Display image instad off
link during ongoing chat.
- [change] Agent Portal: During Call, tab will not shown
which is not enabled in that call campaign.
- [change] Agent Portal: Added Copy Option to copy/add
Data into Customer in Lead tab. - [change] Agent Portal:
Customer Group shown in Disable Mode in Social Media
page, Compose Functionality & Create Ticket.
V 3.5.0 - [change] Tenant/Supervisor Portal: Add new report
Datewise Abandoned Summary.
- [change] Tenant/Supervisor Portal: Add
Inbound/Outbound column in agent session report.
- [change] Tenant Portal: Add enabled zoho access in tenant
profile.
- [change] Tenant/Agent Portal: Added Default dial out tab
option. in agents plan. Switch to Dialout tab Stays Open
once call is completed else not based on plan.
- [change] Agent Portal: Add export in session detail report.
- [change] Agent Portal: During call, On click of Client
history/Call history it should filter related data only.
- [change] Agent Portal: Add Emoji for Whatsapp
conversation.
- [feature] Tenant/Agent Portal: Add Template group for
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SMS/Whatsapp.
- [feature] Tenant/Agent Portal: Add Response Text
functionality.Agent use this response text for conversation.
- [change] Supervisor Portal: Supervisor can view Agents
Callback and also Transfer callback to another agent.
- [change] Tenant Portal: Added Lead Number Validity in
Missed Call Campaign.
- [feature] Agent/Supervisor Portal: Allow Recording
Pause-Resume feature in Agent Plan.
- [feature] Admin/Tenant/Agent Portal: Cluster
functionality.
- [change] Admin/Tenant Portal: Japanese Language
Support in Web Portal.
- [change] Tenant/Agent/Supervisor Portal: In Callback
feature, we will provide facility to get Customer Number or
Use same Caller ID from which customer Calls.
- [change] Tenant Portal: Added Reset option for Number
of Call attempts in Job page.
- [change] Agent Portal: Mapping of Customer and Survey
Information in Callback.
- [feature] Admin/Tenant/Agent/Supervisor Portal:
Campaign wise Customer Mapping and Custom Field
Creation.
- [feature] Tenant Portal: Added Query Filter option in Job
page.
V 3.4.1 - [change] Admin/Tenant Portal: If campaign is mapped
with DID,Disable call button in chat plugin.
- [change] Tenant Portal: In Disposition graph in dashboard,
show disposition name in the column bar.
- [change] Tenant Portal: Add same name allow in same
category with different level.
- [feature] Agent Portal: Add Whatsapp Compose
functionality.
- [change] Admin/Tenant Portal: Import enhancement for
Preview dialing.
- [change] Admin/Tenant Portal: Add Hangup By column
in Recording reports.
- [feature] Admin/Tenant Portal: Zoho support in External
client only.
- [change] Admin/Tenant Portal: Display Extension number
in session detail report.
- [feature] Admin/Tenant Portal: Send Daily report as per
Users timezone.
- [feature] Admin/Tenant Portal: Provide ticket
functionality in Call/Email/Chae/SMS/Social.
- [feature] Admin/Tenant/Supervisor: Added Recording File
Encryption.
- [feature] Admin/Tenant Portal: Script with Dynamic
Fields same like TTS.
- [change] Admin/Tenant Portal: Added Document for
social Channel and also download this document.
- [change] Admin/Tenant Portal: Update V5.0 Facebook
Graph api.
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V 3.4.0 - [change] Admin/Tenant Portal: Added Caller ID Name in
Agent/Job/Call Campaign/Miss Call Campaign/Outgoing
Rule/Internal Routing.
- [feature] Tenant Portal: Added new SMS provider
Digimiles for SMS functionality.
- [feature] Admin/Tenant/Supervisor/Agent Portal: Added
inbound Instagram ticket flow.
- [feature] Admin/Tenant/Supervisor/Agent Portal: Added
Whatsapp Dialer in job & Compose Whatsapp with
Messagebird HSM integration.
- [feature] Admin/Tenant/Supervisor/Agent Portal: Add
Call Duration and Answer duration search in CDR and
Recording pages.
- [feature] Admin/Tenant/Supervisor/Agent Portal: Added
time picker in addition to date picker in reports.
- [change] Admin/Tenant Portal: Added Completed and
Failed (%) parameter add in SLA.
- [change] Admin/Tenant Portal: Added Multiple CLI
options in Agent/Job/Call Campaign/Miss Call
Campaign/Outgoing Rule/Internal Routing.
- [change] Tenant Portal: Added TTS selection in agent and
queue failover activity.
- [change] Tenant Portal: Added TTS for IVR.
- [feature] Agent Portal: Add Ticket tab and display ticket
details on-call.
- [feature] Admin/Tenant Portal: Added Job Timing Report.
- [feature] Admin/Tenant Portal: Numberwise Timezone for
each job creation.
- [feature] Admin/Tenant Portal: Test job option in job
page.
- [feature] Admin/Tenant Portal: Play Prompt before
bridging to external number in job.
- [feature] Admin/Tenant Portal: Added Dynamic SMS
functionality.
- [feature] Admin/Tenant Portal: Added TTS Service in
system.
- [feature] Admin/Tenant Portal: Added Language Selection
across platform for Prompts.
- [feature] Admin/Tenant Portal: Added Multiple AMD
Setting with specific name.
V 3.3.3.6 - [change] Zoho Phonebridge: Call Notify request changes
for call duration (events - noanswer, busy).
V 3.3.3.5 - [change] Tenant/Agent Portal:Add Caller Number
parameter in URL config and Caller number display in
CDR.
V 3.3.3.4 - [bugfix] Tenant Portal:Fix Agent Dashboard issue where
screen becomes blank for unmatched records.
V 3.3.3.3 - [bugfix] Admin Portal : Fixed Disk partition display issue
in Admin-->Dashboard-->System Page.
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- [bugfix] Tenant Portal:Fix Tenant User Logo issue.
V 3.3.3.2 - [bugfix] Agent/Tenant Portal: Added UTF-8 Support in
Email subject and resolved ticket transfer issue.
V 3.3.1 - [change] Tenant/Agent Portal: Added CRM custom field
search in CDR report for tenant and customer details report
for agent.
- [feature] Tenant/Agent Portal: Added category field for
tickets. Now tenant can create own multilevel custom
categories to map with the tickets.
- [feature] Tenant Portal: Added support for importing
agents using CSV files
- [feature] Tenant Portal: Added new report for customer
IVR input activities.
- [change] Tenant/Agent Portal: Added support for IVR
transfer option to agent.
- [change] Tenant/Agent Portal: Allowed to add customer to
Campaign DNC and Global DNC using IVR.
- [feature] Calling: Agent to Agent calling support for
External Only Client.
- [change] Tenant Portal/Calling: Enhancement in Dialer for
Performance improvement
V 3.3.0 - [change] APIs : Added API to get Active Calls
information.
- [change] Tenant/Agent Portal: Added support to change
the order of customer form fields.
- [change] Tenant/Agent Portal: Allowed to add customer to
Campaign DNC and Global DNC using IVR and agent
portal.
- [feature] Tenant Portal/Calling: Added support for
Horizontal Dialer for Outbound campaigns.
- [change] Tenant/Agent/Supervisor Portal: Added support
to search using custom fields in call recording reports
- [feature] Tenant/Agent Portal: Added support to display
third party web page in Agent Call dashboard by
configuring URL in campaign.
- [change] Tenant Portal/Calling: Enhanced dialer logic to
with configurable time for retry on no-answer and busy.
- [change] Agent Portal: Now Agent can view IVR activity
of the customer when Agent receives the call.
- [feature] Admin/Tenant/Agent Portal: Added Social
Media channels (Facebook, Twitter) to connect with the
customers.
- [feature] Tenant Portal: Added IVR Survey module to
conduct Automated Surveys using IVR.
- [feature] Tenant/Agent Portal: Added Survey module that
can be used for manual survey campaign where responses
from customers are collected by the agent.
V 3.2.2 - [change] Tenant/Agent Portal: Agent can update the
callback time as well cancel callback.
- [change] Agent Portal: Now Agent can view waiting calls
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in his login queues.
- [change] Admin/Tenant Portal: Updated Day Summary
with inbound, outbound and transfer/failover call details in
Realtime Dashboard.
- [change] Tenant Portal: Added tabular dashboard for
Agent, Campaign and Queue dashboard. Added sorting
functionlity for Agent dashboard.
- [change] Tenant Portal: Added feature to Bulk Update
CallerID to set Activity.
- [change] Tenant Portal: Allowed to map Activity
Type(Campaign/Agent) and related Activity ID when
importing CallerID using csv.
- [change] Tenant/Agent Portal: Provided failover activity
for agent.
- [change] Tenant/Agent Portal: Added Topdown strategy
for calling in the queue
- [change] Tenant/Agent Portal: Allowed to assign customer
to specific agent. Only assigned agent can view the
customer details for that customer.
- [change] Tenant Portal: Provided support to add multiple
email address for voicemail notification.
- [feature] Tenant/Agent Portal: Added support for
Agentwise voicemail box.
V 3.2.1 - [feature] Tenant Portal : Now Option available to send
notification to particular Queue Agents
- [change] Tenant Portal : Added Agent Wise filter for
Queue Details chart on Account Dashboard.
- [feature] Tenant Portal : Added Agent wise offered Calls,
Added related reports and charts for Offered vs Answered
calls.
- [feature] Tenant/Supervisor Portal: New Agent Dashboard
showing live status of each agent with session details.
- [feature] Agent : Option Available to Transfer call directly
to Agents External number
- [change] Tenant: Added Agents External number under
Agent menu
- [change] Agent Portal: Added attendant transfer for
Queue, Agent and External Group with UI updates
- [change] Admin Portal: Allowed to map Tenant when
importing DID using csv.
- [change] Tenant Portal: Allowed to map Activity
Type(Campaign/Agent) and related Activity ID when
importing DID using csv.
- [feature] Tenant Portal: Added feature to Bulk Update
DID to set Activity.
V 3.2.0 - [change] Admin/Tenant Portal: Added floating horizontal
scroll for grid.
- [change] Admin/Tenant Portal: Improved Admin and
Tenant Dashboard.
- [change] Tenant/Agent Portal: Allowed to set CallerID for
Agent.
- [feature] Agent Portal: Added Agent to Agent call
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functionality.
- [feature] Tenant/Agent Portal: Added "Preview" Dialer in
campaign, where agents can be mapped with customer.
- [feature] Admin/Tenant/Agent Portal: Added SMS
module supporting incoming SMS channels and SMS
Dialer.
- [feature] Tenant Portal: Added CallerID based routing for
incoming calls.
- [feature] Tenant Portal: Allowed to set priority of
customer in the queue.
- [feature] Tenant/Agent Portal: Tenant/Supervisor can send
notification to agents/supervisors.
V 3.1.0 - [change] Agent Portal: Allowed image file in signature
creation.
- [change] Agent Portal: Allowed spellcheck in compose
email text editor.
- [change] Admin/Tenant Portal: Allowed to set password
policy for admin, tenant and agent users.
- [change] Admin/Tenant Portal: Allowed to set password
policy for admin, tenant and agent users.
- [feature] Admin/Tenant Portal: Allowed to set password
policy for admin, tenant and agent users.
- [feature] Admin/Tenant Portal: Added auto reply
functionality in campaign.
- [change] Tenant Portal: Added custom fields data in
disposition report.
- [change] Tenant Portal: Added APIs for Group, Blacklist,
DNC and Job import.
- [change] Tenant/Agent Portal: Changes in routing
activities for IVR, Queue and Campaign.
- [change] Tenant Portal: Added job details in campaign
dashboard.
- [feature] Tenant Portal: Copy job option for tenant.
- [change] Tenant Portal: Allowed date, digit, checkbox,
radiobutton and text area fields in custom field with
required, optional and length configuration.
- [change] Tenant/Agent Portal: Multilevel disposition for
call and ticket.
- [change] Tenant Portal: Export excel file for DNC,
Blacklist, Lead Group and Job.
V 3.0.1 - [change] Tenant Portal : In Campaign, Job and Misscall
Campaign page changed Time Condition flow.
- [feature] Tenant Portal : Added Time Condition Page.
- [change] Tenant Portal: Agent Page changed for removed
access switch and created Plan and that Plan will be
mapped in Agent.
- [feature] Tenant Portal: Campaign and Queue Dashbaord
added.
- [feature] Admin/Tenant Portal : In Profile, Added Default
Dashbaord Option.
- [feature] Admin Portal: In profile page, added Theme
Selection.
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- [feature] All Users : Added Timezone feature.
- [feature] Added Multi Users Login Feature.
V 3.0.0 - [feature] Supervisor Portal : Allowed to do manual call
and All Transfer Option.
- [feature] Agent/Supervisor Portal : Callback notification
Feature added. From Agent Profile callback notification
time will be changed.
- [feature] Agent/Supervisor Portal : User Interface
changes.
- [feature] Tenant Portal: Added External for Failover in
Queue Page.
- [feature] Tenant Portal : Added External Group Option in
Campaign. and Related External Group page.
- [feature] Admin/Tenant Portal : Seprated Platform and
Realtime dashbaord and added related changes.
- [feature] Admin Portal : Added DID Summary and Trunk
Summary Report.
- [feature] Email and Chat Feature in admin,Tenant and
Agent Login.
V 2.4.1 - [change] Tooltip added and enhanced across the platform
- [change] In Tenant Portal, Changed UI for DNC and
Group page. Added copy option in DNC page.
- [change] In Tenant Portal, For Registration Status, added
Extension wise status.
- [change] In Tenant Portal, Added Hangup Option in
Queue and set Failover activity as Mandatory setting and
Set Hangup option as default.
- [feature] In Tenant Portal, Added Trunk Summary Report.
- [change] In Admin Portal, If Send Report is On, there will
be option to define email(s) to send Tenant report to added
emails.
- [change] In Admin Portal Audit Log, Added Username
wise search
- [change] In Admin and Tenant Portal, Dial prefix is
shown based on Outbound customization, If ON, Set and
View by Tenant only, If Off, Set and View by Admin only.
- [change] In Admin Portal Dashboard, Live-Realtime
details shown on top.
- [change] In Admin and Tenant Portal, Category wise
Menu added.
V 2.4.0 - [change] In Tenant Portal, for any outbound campaign
Dial Rule is compulsory now and for Inbound if Queue is
selected for any activity then Dial Rule is not compulsory.
and in Agent login if Dial Rule is not set for any call
Campaign in callback list then for that agent is not allowed
to call.
- [feature] In Tenant Portal Ivr page, added Play File &
Hangup Option.
- [feature] In Tenant Portal Job page, added switch for
Consider Abandoned Calls as completed.
- [feature] In Tenant Portal Campaign Recording Report,
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Bulk recording download option added.
- [feature] In Admin Portal, added Daily Report Send
switch if that is ON then system will send all tenant report
to admin. Same added in tenant Profile page.
- [change] In Tenant Portal, for Custom fields display for
customer, group and job group removed plus sign open
details Instead it will be displayed with the grid itself.
- [feature] In IVR, option for Direct Extension Call is
added, If enabled, During IVR, Caller can dial extension
number and directly reach to Extension user.
- [feature] Direct call to Agent Feature. In Tenant Potal,
Added Internal Routing page. In DID page added action
Type with Campaign OR Agent and for Action will be
saved as per the action type.
- [change] In Admin Portal System Configuration page,
Number which is added to Default Page size for
admin/agent that will be added to per page dropdown.
- [feature] In Tenant Portal, Add auto-answer mandatory
option in Agent - if enabled, Agent can not disable Auto
Answer at his end.
- [feature] Admin and Tenant Portal, Added User And Role
Feature. In Tenant Page added the switch for allow Users
and Roles, if ON then Tenant can access Users and Roles.
V 2.3.3 - [feature] Added Agent Session Summary, Supervisor
Session Summary, Agent Queue Summary, Supervisor
Queue Summary and Job Summary Report to Daily Send
Report mail.
- [feature] In Agent Portal, If the Same Queue Agent
Transfer is ON then that Agent can Transfer to the same
Queue Agents only for the Agent Transfer Option while
Calling.
- [feature] In Admin Portal, For Test mail from system
configuration added to send customer Email ID.
- [feature] In Tenant Portal, Added Same Queue Agent
Transfer option.
- [feature] In Tenant/Supervisor Portal, Added Datewise
Session Summary report for Agent and Supervisor Reports.
V 2.3.2 - [bugfix] In Tenant Portal, Dashboard Table view if any
agent is login since more than one day then it was showing
wrong time in Agent Session Details.Now It was solved
and showing correct time. Same in Agent login, It was
showing wrong session time solved that.
- [change] In Tenant Login, Added delete option in Job
Page so Tenant can delete Paused Job OR Inactive Job.
- [change] In Tenant Portal, For Queue Page Failover
Activity is not Complsory now. and for Wrap Up time set
minimum value to 1 and maximum is 60.
- [change] In Admin/Tenant Portal, for the Outgoing Rules,
Admin/Tenant can create any rule pattern will repeated
also. But In Campaign, Unique Rule pattern is allowed to
select.
- [feature] In Agent Portal, If the agent Incoming call is
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Sticky agent call then, In CRM it will be displayed green
circle notification and if it is agent transfer call then it will
display the Blue color.
- [feature] In Agent Portal, If Auto Disposition is ON, then
that will be the fix time to fill the Disposition and that will
be used from the Queue Wrap Up time. if Agent does not
fill the Disposition within that time then system will fill the
auto Disposition.
- [feature] In Agent Portal, If Number Masking is ON, then
any Incoming Number OR Customer Details Number will
be displayed with Masking format to that Agent. and in all
the tabs like Call History, Client History and Customer
Details agent can not view and search with number.
- [feature] In Agent Portal, if Sip Information is ON, Agent
can view the Sip Username and Password from User menu.
- [feature] In Tenant Portal, Added Sip Information, Auto
Disposition and Number Masking Switch in Agent page.
- [feature] In Tenant/admin Portal, Added Blacklist
Numbers functionality.
- [feature] In Admin/Tenant/Supervisor Portal, For all
Reports, Instead of Agent Username It will be displayed
Agent First Name and Last Name with Username and also
applied in search function.
- [feature] In Tenant Profile, Added Send Report Emails.
System will send the daily summary report to these emails.
User can set multiple emails to receive this report. if this
field is black then system will send to default Email set.
V 2.3.1 - [feature] Added Support of External Webclient with
HoduCC Agent Portal for agents to handle customer calls
With Agent portal.For this When Agent login to the portal
then system ask for Client and Extension if agents
Extension type is flexible.and after login Agent will answer
the call from External Phone and can handle transfer and
Disposition from Agent Portal.
- [change] Tenant Portal, In Agent page, added more access
options like Allow Change Password, Allow Client History,
Allow CRM Edit and Allow Customer Details. if these
switches are on then Agent can access related details.
- [feature] In Agent Portal, If change password is on,
Change password menu will be displayed to user menu and
Agent can change password.
- [feature] In Agent Portal, Added Customer Details tab and
from here Agent can call to that customer directly.
V 2.3.0 - [feature] In Trunk, added Prepend Digit and Caller ID.
- [change] Tenant Portal, In Agent Page, added Extension
Type, Agent Code and Logout Authentication.
- [change] Tenant Portal, In Extension create and updated
added Extension Type option to define Extension is FXIED
or FLEXIBLE.
- [change] Tenant Portal, added System Codecs.
- [feature] Added Support of External SIP clients for agents
to handle customer calls.
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V 2.2.2 - [bugfix] Tenant Login :In Agent Queue Details Section,
Average Talk time showing Wrong.
- [bugfix] When user create range did from tenant it was
wrongly display in admin.
- [change] Outgoing Rules : Allowed to create rule with any
pattern.
- [change] Added Campaign Disposition column in Job
Summary Report.
- [change] Added Hangup Reason and Disposition column
in Job Call Details Report.
- [change] When Misscall Campaign create add job status
as SCHEDULED.
- [change] Import from CSV functionality, Allowed header
with case insensitively.
- [feature] Admin Login, Added Dial Prefix tenant wise in
Tenant create/update. and if tenant is allowed for outbound
configuration then tenant can change dial Prefix from
profile.
- [feature] Admin, Tenant and Supervisor login, Added
search by Job name in All Call Records.
- [feature] Tenant Login, Added Job Reset by All, Pending,
Reset By system Disposition and Reset By Campaign
Disposition in Tenant Login
- [feature] In Dashboard Table View,Added Agent current
status [On-Call, On-Break, Ringing,Waiting, Wrap-up] in
Agent session Details AND [On-Call, Ringing, Wrap-up]
status in Supervisor Session Details
- [feature] In Dashboard Table View, Added Live Running
Jobs with call details.
- [feature] Tenant Login : Added Agent Status. This will
display the registered/not registered agents.
- [feature] Admin Dashboard : Added Tenant wise LiveCalls and Tenant wise Call Summary added.
V 2.2.1
[features]
Tenant Login: Agent Force Logout added. When any agent is on call, system does not allow to logout that
agent but added force logout.