ConnectPath Release Notes, October 2023

Advanced Notice: With the December 2023 Release (v.1.6.0) there will be a few significant changes:

1) We will hide the old Activity Search behind a new permission 2) We will introduce a change in the login flow for ConnectPath users. This change in flow is a result of Google’s Privacy Sandbox initiative, in which Google Chrome has announced plans to block third-party cookies (that is, cookies passed between two top level domains). As ConnectPath uses the Amazon Connect CCP for authentication and the Amazon Connect CCP uses cookies for authentication the change will be implemented to work around this change to Google Chrome. After this change users will be prompted at first login and every 30 days to allow storage access to Cookies in Chrome which allows ConnectPath to continue using third party cookies. Additional communication will be sent out as we get closer to this release but customers can read more about it here: https://docs.aws.amazon.com/connect/latest/adminguide/admin-3pcookies.html 3) We will be reverting the current blind transfer behavior, in which the called party must answer before the blind transfer completes. This was introduced as a workaround to an Amazon Connect defect, for which a more permanent solution has been identified.

Prior Notice:

As a reminder to customers, with a previous release we have added support for customers to use the go.connectpath.cx domain instead of the go.dextrflex.com domain. While our intentions are not to immediately disable the go.dextrflex.com domain, we do anticipate at some point in the future we will aim to do so (with prior communication) and encourage our customers to make the changes to support that domain. These changes may include updating their identity provider relay state, updating their end users’ bookmarks, updating their firewall settings (more details can be found here https://docs.dextr.cloud/system-requirements/), as well as updating their CORS rules in any S3 buckets used by ConnectPath.

Specific to the October 2023 Release, the complete listing of defects and features can be found below:

Add a feature in which agents may offer to customers the ability to communicate via Video, direct Audio (bypassing Amazon Connect), and in which customers may opt to share their desktop

HAR-2084 HAR-3283 HAR-3284 HAR-3286 HAR-3287 HAR-3295 HAR-3670 HAR-3890 HAR-3892 HAR-3897 HAR-3962 HAR-3986 HAR-4091 HAR-4092 HAR-4093 HAR-4231 HAR-4237 A feature has been added in which agents may offer to customers the ability to communicate via Video, direct Audio (bypassing Amazon Connect), and in which customers may opt to share their desktop. This has application in the telehealth, insurance and technical support space, among others. As part of the launch of this feature, a CloudFormation stack can be deployed into your AWS account under Settings > Integrations, which will provide a landing page for your customers to go to to join a meeting. For instances in which the feature is enabled, a Video tab will appear on the Engage page which allows agents to initiate a Video meeting and generate a meeting ID to provide to customers via voice, SMS, E-Mail or other forms of communication. 1:1 meetings are presently supported and the customer interface has been designed to be customized and function on mobile devices. —-

Add a feature in which CloudFormation templates may be published by the ConnectPath team under Integrations, which allows extending functionality of Amazon Connect, ConnectPath and other services

HAR-2019 HAR-3485 HAR-3837 HAR-3889 HAR-3891 HAR-3899 HAR-4089 A feature has been added in which CloudFormation templates may be published by the ConnectPath team under Integrations, which allows extending functionality of Amazon Connect, ConnectPath and other services. An example of this is the aforementioned Video channel. Full CloudFormation functionality, such as inputs and outputs are supported as well as versioning so as new versions of templates are released you may update to them on demand. —-

Add a feature in which ConnectPath may be further integrated with Microsoft Dynamics.

HAR-2096 HAR-2911 HAR-2999 HAR-3094 HAR-3161 HAR-3162 HAR-3297 HAR-3838 HAR-3880 HAR-3883 A feature has been added in which ConnectPath may be further integrated with Microsoft Dynamics, by creating Dynamics records at the time the contact begins, opening (in a tab or popup) the resultant record in Dynamics, and appending the record, after the contact has ended with additional details, including the call recording and/or transcript.

Add a feature in which tasks may be created, scheduled, and assigned to a specific agent or queue as well as being transferred

HAR-2189 A feature has been added in which tasks may be created, scheduled, and assigned to a specific agent or queue as well as being transferred. Unlike E-Mail and SMS Tasks, the agent does not need to be available nor does a specific Contact Flow need to be utilized. Tasks can be transferred via Quick Connects, similar to Chat. Task Templates will be supported in a future release. —-

Add a feature in which new activity search filters can be saved/retrieved

HAR-2996 HAR-4022 A feature has been added in which new activity search filters can be saved/retrieved using a similar interface as Queue Management Backup/Restore, allowing column selection to be saved for reuse in future queries. —-

Add a feature in which the E-Mail channel can be created using a Wizard versus manual configuration of AWS services

HAR-1371 HAR-2889 HAR-2995 HAR-3169 HAR-3170 HAR-4009 HAR-4010 HAR-4011 HAR-4015 HAR-4016 HAR-4017 HAR-4018 HAR-4219 HAR-4264 HAR-4265 A feature has been added in which the E-Mail channel can be created using a Wizard versus manual configuration of AWS services. In addition, all Regions in which SES is supported can now be used in ConnectPath. —-

Add a feature in which up to 20 CRM Integrations (5 per Queue) can be configured, which is an increase over the previous limit of 5.

HAR-3881 HAR-3882 HAR-3972 A feature has been added in which up to 20 CRM Integrations (5 per Queue) can be configured, which is an increase over the previous limit of 5. Further, validation of URLs has been relaxed to support full substitution of URLs via Contact Attributes, whereas previously the protocol and domain could not be. —-

Correct a behavior in which quick connects may sporadically not be displayed

HAR-4115 A defect has been corrected in which quick connects may sporadically not be displayed. —-

Correct a behavior in which the outbound messages and/or outbound multiple queues settings may be saved without specifying a contact flow and/or queue

HAR-3174 A defect has been corrected in which the outbound messages and/or outbound multiple queues settings may be saved without specifying a contact flow and/or queue. —-

HAR-4053 HAR-4099 A defect has been corrected in which the related activity screen may time out. This correction may require a custom index on the customer database, for which our support team can assist with. —-

Correct a behavior in which the Teams integration does not correctly synchronize user status

HAR-2669 HAR-2952 HAR-3887 HAR-4109 A defect has been corrected in which the Teams integration does not correctly synchronize user status. There is a current open issue in which some customer instances may not synchronize user E-Mail Addresses with Connect, which may manifest itself as one-way synchronization issues. Please reach out to ConnectPath support for assistance in implementing a workaround. —-

Correct a behavior in which translations may be inconsistent

HAR-3898 A defect has been corrected in which translations may be inconsistent. —-

Correct a behavior where a contact may be missed without notification, sporadically, when the ConnectPath browser window is minimized

HAR-4239 A defect has been corrected where a contact may be missed without notification, sporadically, when the ConnectPath browser window is minimized. —-

Correct a behavior where a user may be prompted to provide a disposition, sporadically, when reviewing an activity detail

HAR-4248 A defect has been corrected in which where a user may be prompted to provide a disposition, sporadically, when reviewing an activity detail. This was limited to transfer type contacts. —-

Correct a behavior where a warm transfer is not reflected in recent activity in the team status drawer

HAR-3258 A defect has been corrected where a warm transfer is not reflected in recent activity in the team status drawer. —-

HAR-4125 A defect has been corrected where icons do not display in the correct color in the new activity search. —-

Correct a behavior where selecting the “Today” date range in the date picker in the new activity search as it was using the client timezone

HAR-4133 A defect has been corrected where selecting the “Today” date range in the date picker in the new activity search as it was using the client timezone. The instance timezone will be used instead. —-

HAR-4123 A defect has been corrected where the icon for a custom task is not displayed in the new activity search. —-

Create a new set of permissions to control access to the information on the Home Screen of ConnectPath

HAR-4185 Create a new set of permissions to control access to the information on the Home Screen of ConnectPath.