Release 2.8

CHANGE MANAGEMENT CONSIDERATION - v2.8

This release has a change to the Agent Experience where new Interface Controls for Outbound Queue Selection have been released.

Operations Teams should take note of the new UI changes and advise end users how the functional changes should be used by your organisations processes & policies.

Technical Teams should ensure that your Amazon Connect Queues, have the relevant Outbound CLI configuration for CLI presentation in Amazon Connect, and ensure that any return calls (from the outbound CLI numbers used), route through your desired call flows / call treatments to avoid incorrect routing.

We are pleased to announce the release of of Amazon Connect for Zendesk Application v2.8 which is a Feature release.

In this release we have

• Implemented configurable, automatic brand selection when creating new ticket

• Introduced configurable outbound queue selection (and CLI) on click-to-dial from a ticket

• Added ability for agents to manually set an outbound queue

This release also includes some minor application improvements / bug fixes.

• Changed the secondary ringer selection from the ticket/user side bar location to nav bar location, introducing a new tabbed interface to make way for upcoming functionality.

• Added display of the outbound queue name while the outbound call is connecting

• Fixed a bug where when the secondary audio device is set to “No secondary ringtone” and that option is re-selected from the dropdown, the selection changes to “(downloading)” and there’s a test tone coming from the default audio device.

Highlights

Configurable, automatic brand selection when creating new ticket

For clients who use multiple brands this feature enables setting the appropriate brand when creating a new ticket. This can be achieved either via Connect queue to brand mapping or by using a contact flow attribute. There’s a new UI facilitating easy mapping of queues to their respective brands.

Configurable outbound queue selection when dialling from a ticket

When using click-to-dial from a ticket the app can be configured to automatically apply the correct outbound queue. This can be achieved by either using a custom ticket field which was set with a name of the outbound queue via contact flow attribute, or through a brand to queue mapping, for clients using multiple brands. There’s a new UI facilitating easy mapping of brands to their respective queues.

Manually setting an outbound queue

Agents can now set an outbound queue, different from the default one in their routing profile, and this queue will apply to all outbound calls. As built-in softphone (CCP) doesn’t support this custom queue setting, there’s a new UI that enables entering phone numbers and making calls from the app.

 Zendesk TPE Voice Comment indexing changes

A change was released by Zendesk where all new TPE voice comments are now indexed. Previously, the voice comment would be indexed only if it was the first comment in the ticket. This means you can now search for phone numbers or other content, in any of the ticket’s voice comments.

Currently this only works for new tickets, but Zendesk is planning to make it available for old tickets in the near future.

Improvements

This release contains the following improvements:

Bug fixes

This release contains the following fixes: