Patch Release CX4.5.6

CX 4.5.6

QA PASSED

24 Oct 2024

• Removal of conversation bot from voice channel

• Logout Handling for ongoing calls

• Bug fixes for Agent State, Consult Call, Silent Monitoring

Upgrade Guide CX-4.5.5 to CX-4.5.6

When an agent logged out during a call, a timer (2 minutes) triggered the "AGENT UNSUBSCRIBED" event, ending the call. However, the task stayed active, and finding a new agent caused issues due to missing data, leading the task to remain in the system for 1 hour and repeatedly reassigned without notifying agents. This caused a status change to "Not Ready" due to RONA timeouts.

With this fix. updated the controller training for conversations to ensure that if an agent logs out, the call and conversation end and the task is closed. This prevents the task from remaining in the system and avoids unnecessary agent reservations and repeated status changes. For details see CIM-26560

Due to network glitches, an agent could press the logout button multiple times while disconnected, leading to various logout events being recorded in the database once the network was restored.
The logout button is now disabled after the first press, preventing multiple logout events and eliminating duplicate entries in the database.
For details, see CIM-26580

When a secondary agent joined the consult call with the primary agent, and upon the primary agent’s forceful logout, the consulted call remained active on the backend. The secondary agent’s conversation view stayed open and required manual closure to end. By doing all this, the consult call persists leading to conflicts upon receiving a new call. Both calls appeared as active and gave unstable call handling experience.

Now, if a primary agent ends the main call, the consult call ends automatically, allowing the secondary agent to receive new calls without issues. The consult call terminates as per its regular flow, preventing irregular behavior. For further details, see CIM-26601

On forceful logout of a secondary agent, the consult call remained active with the primary agent and the customer, without any call control toolbar available for the primary agent to perform any action of ending or unholding the call.

This has been fixed by the controller training. On forceful logout of a secondary agent, the call controls are available to the primary agent to take further action to manage the call. The secondary agent is logged out on a manual
closing of the conversation view. For details, see CIM-26602

Before this, when a supervisor is forcefully logged out during a monitored call between a primary agent and the customer, the call continues, but the primary agent loses access to call controls, making it impossible to end or unhold the call without a manual refresh.

Now, if the supervisor is forcefully logged out, call controls remain available to the primary agent, allowing him to manage the call, including ending or unholding it. For details, see CIM-26603

After a primary agent’s forceful log-out during a monitored call, the supervisor’s next call showed an error message and end call events were not properly received by either the customer or supervisor, requiring a page refresh to resolve.

With this fix, if the primary agent logs out, the supervisor's next calls start and end in a regular flow with a stable call-handling experience. For details, see CIM-26604