Release Notes

3.18.5 Release Notes

This patch release covers the following issues.

Key Summary Description Status
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Upgrade from 3.18.4 to 3.18.5

To upgrade from 3.18.4 to 3.18.5 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tag of the image
    1. agent-gadget=3.18.5
  4. Save and exit coreversion.env file
  5. Start all components by using the following command
$ efutils all up


3.18.4 Release Notes

This patch release covers the following issues.

Key Summary Description Status
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Upgrade from 3.18.3 to 3.18.4

To upgrade from 3.18.3 to 3.18.4 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tag of the image

    1. chat=3.18.4

    2. agent-gadget=3.18.4
  4. Save and exit coreversion.env file
  5. Edit the <hc-deplyment-dir>/docker/environment-variables/agent-gadget-variables.env file and add the following environment variable:

    • OBSMS_SEND_N_CLOSE=true/false

  6. Start all components by using the following command
$ efutils all up

3.18.3 Release Notes

Key Summary Description Status
Refresh

Upgrade from 3.18.2 to 3.18.3

To upgrade from 3.18.2 to 3.18.3 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tag of the image

    1. chat=3.18.3

    2. commserver=3.18.3
  4. Save and exit coreversion.env file
  5. Start all components by using the following command
$ efutils all up

3.18.2 Release Notes

This patch release covers the following issues.

Key Summary Description Status
Refresh

Upgrade from 3.18.1 to 3.18.2

To upgrade from 3.18.1 to 3.18.2 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tag of the image

    1. chat=3.18.2

  4. Update the Product Version in the coreversion.env file

    1. ProductVersion=3.18.2

  5. Save and exit coreversion.env file
  6. Start all components by using the following command
$ efutils all up

3.18.1 Release Notes

This patch release covers the following issues.

Key Summary Description Status
Refresh

Upgrade from 3.18.0 to 3.18.1

To upgrade from 3.18.0 to 3.18.1 follow these steps

  1. Navigate to HC deployment directory
  2. Edit coreversion.env file
  3. Update the tags of the images

    1. ccm=3.18.1

    2. commserver=3.18.1

    3. mre=3.18.1

  4. Update the Product Version in the coreversion.env file

    1. ProductVersion=3.18.1

  5. Save and exit coreversion.env file
  6. Start all components by using the following command
$ efutils all up

3.18.0 Release Notes

New In this release

WhatsApp via 360Dialog 

360Dialog for WhatsApp now supports the following media types:

  • Image
  • Audio
  • Voice
  • Video
  • Stickers
  • Documents

For all the supported channel capabilities by this and other channels, see Media Channels.

Improved Monitoring:

With Hybrid Chat, you can now monitor communication with 360Dialog for WhatsApp. 

  • Hybrid Chat CCM exposes Prometheus metrics that can be rendered on Grafana. 
  • New metrics introduced for 360Dialog are:
    • Total WhatsApp messages received via 360Dialog
    • Total WhatsApp messages successfully processed 
    • Total WhatsApp messages failed due to any internal error processing errors

For all the exposed Prometheus metrics, see the Prometheus Metrics Hybrid Chat

Twitter Media File Handling

Twitter now supports the following media types:

  • Plain Text
  • Images
  • Videos

For all the supported channel capabilities by this and other channels, see Media Channels.

Facebook Post Comments

Hybrid Chat can also handle public Facebook comments made on a company's Facebook page to public posts. Agents can respond to the post comments visible publicly. A new chat session is created for each new comment or a Facebook message from a Facebook customer. 

Outbound SMS enhancements

For sending an outbound SMS from the agent, the system automatically removes special characters from a copied string before sending the message. The prefix that is set up against the variable DEFAULT_PREFIX_OUTBOUND in Agent Gadget Environment Variables, is displayed in the number field now. Outbound SMS is turned off by default

Auto-Response Timer 

Hybrid Chat already had a feature of auto-response, now the timer starts when the bot suggestion arrives and not upon the customer message.

The timer resets, if and when:

  • The agent browser is refreshed.
  • The customer sends another message.
Location Message exchange via WhatsApp API

Location Messages are now also a part of Hybrid Chat. The customer can now send his current location via WhatsApp and in return bot responds with the nearest one or more locations for the  branch. The location sent by the bot redirects the customer to the google maps.

The location message are visible in history and transcript pages as well.

Wrap-up NotesHybrid Chat now provides a control for wrap-up notes and codes on agent gadget toolbar, the agent can perform one or more wrap-up activities. For each wrap-up activity, the agent can add up to 5 predefined wrap-up codes and/or add a wrap-up note of 250 characters max. The agent can perform wrap-up activity anytime during the chat session or even when the customer has left but the conversation has not been closed yet. 
Pending Not ReadyWith Hybrid chat, you can now view agents in Pending Not Ready State, in the supervisor gadget Queue Stats section.

Completed Stories

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Resolved Issues

This release covers major performance improvements and resolution of some critical and major bugs

P Key Summary Status
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Open Issues 3.18.0

Key Summary T P Fix Version/s
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All Known Issues in 3.18.0 and Older

Key Summary T P Affected Version/s
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Release Test Highlights

Tested with:

  • This release was tested with UCCE 11.6, UCCX 11.6 and UCCX 12.5.
  • Rasa bot is trained only for English language and tested with Standard Rasa 1.4.5.
  • Tested with Articulate in English language only. (Issues are reported for French and Arabic languages). 
  • For other channels (SMS, WhatsApp, Facebook & Viber), this release is only tested with Twilio trial account, 360Dialog trial & live account, Facebook developers tester account, Viber tester accounts.
  • Agent gadget mobile app has also been tested.
  • Agent and customer gadgets are tested on Google Chrome Internet Explorer and Firefox only. 
  • Singleton→ The solution was tested up to 5000 active chats exchanging messages every 20 seconds for 8 consecutive hours for Twitter channel.
  • HA→ The solution was tested up to 3000 active chats exchanging messages every 30 seconds for 8 consecutive hours for WhatsApp channel.

Not tested with:

  • The release was not tested with any Facebook and Viber production environment.
  • Embedded Agent gadget is tested in Cisco Finesse only.
  • The Agent gadget was not tested for embedding in USD or as an app in CRM.
  • Test cycle for Windows based deployment is not done for this release.


Release Limitations

  • This release is not compatible with Rasa version 0.x.
  • Some functions in High Availability deployment may not work. 
  • Separate deployment of Customer-Gadget via deployment script is not functional 
  • Windows based deployment is not available with this release.
  • In case of outbound message via agent interface, the agent will get the confirmation message "SMS sent successfully" for failed or not-delivered messages also.
  • The system behavior for 5000+ concurrent chat sessions is unpredictable.
  • Articulate work fine with English language only. There are open issues with Arabic and French languages. 


Please note that the end of support is three years after a version is released. After this period, Expertflow will not provide updates and technical support for the particular version.