Release notes for February 25, 2024
New and enhanced features
- Enhancements to knowledge base sync
The sync process now includes additional steps to separately perform sync and train. New statuses were added for the train process to provide visibility into pending, retrieving article content, and indexing articles phases. In addition, significant improvements have been made to enhance the admin's visibility into the sync progress. Admins can now track sync progress more transparently, helping reduce queries and provide more comprehensive information. - Excluding deactivated knowledge bases from knowledge base sync
Deactivated knowledge bases are now excluded from the knowledge base sync process. This change streamlines sync by removing unnecessary articles from deactivated knowledge bases. If a deactivated knowledge base is reactivated, it will trigger a sync update notification to include it on the next sync. - Increased article size limit for knowledge bases
The article size limit in knowledge bases has been increased from 100 KB to 150 KB. This enhancement gives admins more flexibility when authoring detailed troubleshooting guides, product manuals, and other long-form content. - Enhanced answer preview with tag and category filtering
Admins have the ability to choose specific tags and categories to narrow down the answers provided by the system, replicating bot behavior. These selected filters remain active while browsing through knowledge bases. Additionally, a search feature is available for effortless exploration of available tags and categories. This enhancement provides admins more control over answer filtering during testing to align with bot capabilities. - Enhancements to custom answer coaching
Admins have now more control when selecting text spans for coaching. Previously, admins could only select text at the HTML div level, which prevented span selection in some cases. The enhancement removes the limitation of only selecting divs, enabling admins to choose text spans more precisely. The increased flexibility helps admins provide better automated responses. - Enhancements to intent comparison modal
The intent comparison modal has been improved to make navigation easier with a new entry next to the Train/Publish description. The layout has been adjusted for better readability. Clear explanations are now provided so admins can easily understand model confidence scores. In addition, an intent model analysis pop-up shows accuracy for the overall model and individual intents. These changes enable administrators to monitor and optimize intent models more effectively. - Enhancements to intent discovery feature
The intent discovery interface has been enhanced to improve usability and help admins easily uncover and address knowledge gaps. The discovery graph visualization has been enhanced with clearer intent grouping, sizing, and positioning. The query list has also been refined to better pair with the discovery graph. Together these improvements aim to simplify the process of identifying novel intents from unmatched queries. The updated interface provides admins with more visually intuitive suggested intents and insights to help close support coverage gaps. - Enhancements to form management for ManageEngine
Admins can now create and assign specific forms to different scenarios, so the right form is used for the right context. Previously, the form management system in ManageEngine was limited to a single default form, which restricted its applicability for diverse scenarios. In addition, pre-filling of ticket forms has been enabled using the information collected through global and local variables such as name, email, order ID, issue type, and more in bot flows. This eliminates the need for manual data entry, helping expedite the ticket submission process.
Resolved issues
Resolved issues
- Minor bug fixes
- Security enhancements
- Resolved an issue where Webex endpoints experienced multiple disconnects when connected to a Zoom Meeting.
- Resolved an issue where participants joining via dual-screen room system experienced frozen video from far-end participants when viewing in Active Speaker view.
Changes to existing features
- Enhancement to Zoom Phone onboarding process
The updated Zoom Phone onboarding process now offers improved functionality, empowering account owners and admins to efficiently configure their phone systems. Upon logging into their accounts on the Zoom web portal and initiating the initial Zoom Phone setup, administrators will encounter targeted questions regarding their Zoom Phone requirements. Subsequently, they will receive tailored suggestions, each accompanied by a step-by-step guide, facilitating the seamless setup of their accounts. Beware, that this onboarding process applies to accounts with a maximum of 500 users.
New and enhanced features
- Admin features
- Support for proxy configuration on Zoom clients
Account owners and admins can use Zoom Phone PAC (Package) files, enabling them to seamlessly integrate web proxy server configurations into their clients for efficient deployment. Supported deployment methods include Group Policy Objects (GPO), Microsoft Installer (MSI), and Property List (PLIST). The settings encompass ProxyPAC, ProxyServer, ProxyBypass, DisableDirectConnection2Web, and DisableCertPin. These packages are compatible with macOS, Windows, Linux, and VDI plugins. Please note, that deploying these new packages does not impact any pre-existing proxy configurations. - Automatically assign phone numbers to 10DLC campaign
The process for 10DLC has been improved to automatically allocate phone numbers for campaigns if the total number of phone numbers being used is less than 49. This option aims to minimize SMS compliance issues and streamline the process for enhanced efficiency. - Obfuscate sensitive data during a call
Account owners and admins can conceal sensitive data during calls by implementing the Obfuscate sensitive data during a call policy at the account, site, group, and user levels. When enabled, users pressing a dial pad key on the screen or keyboard during a call will mute the client DTMF tones, displaying asterisks instead of the actual numbers for enhanced security. - Video intercom support
Video intercom calling scenarios are now supported between 2N IP Force devices and Desk Phones capable of video. Account owners and admins can add those devices to the web portal as part of the assisted provisioning process. You can refer to the December 17, 2023, Video Intercom release note for more information.
- Device features
- Firmware upgrades
The following devices will receive new firmware upgrades. Devices will automatically reboot to upgrade firmware.
- AudioCodes
- Poly
- Trio 8500
- Trio 8800
- Trio C60
- CCX 400/500/505/600/700
- Edge E100, E220, E300, E320, E350, E400, E450, E500, E550
- Integration features
- Zendesk unmatch record
Account owners and admins can enable the automatic generation of tickets for both incoming and outgoing phone calls. These automatically created tickets contain essential information, including the requestor's phone number, the assigned agent, and the ticket title. This feature streamlines the process of capturing relevant details and enhances the efficiency of managing phone call-related activities within the system. - Microsoft Teams Zoom Phone app enhancement
The Zoom Phone app integration has been enhanced with the following features:
- Call control menu
- History tab with additional details on lines and call queues
- SMS
- Ability to forward calls
- Ability to opt in/out of shared line
- New settings menu
- Speed dials
- User features
- Volume and microphone not optimal notification
Users experiencing mute, microphone, or speaker issues during a call will now receive a pop-up message alert, enhancing the user experience and expediting the resolution of any audio-related problems during the call.
Resolved issues
- Resolved an issue where when a user with multiple active Zoom clients had Sequential call handling configured and pressed Send to voicemail, the call incorrectly rang the other Zoom clients instead of being directed to voicemail as directed.
- Resolved an issue where when placing a call on hold on the Zoom client to answer another call resulted in the held call getting stuck in a loop.
- Resolved an issue where adding a phone number to the Forward Call interface in the Zoom client returned a “Number is invalid” error.
- Resolved an issue where there was no dynamic update of the LLDP port information on the Zoom client when moving from a network.
New and enhanced features
- Improvements to Personal Meeting ID meetings
Previously, updating Personal Meeting ID (PMI) information only transmitted the original meeting number at creation. With this update, the join meeting link now includes an original meeting number parameter for PMI meetings. This enables the extension to transmit the original meeting number accurately when editing the meeting.
Resolved issues
Resolved issues
- Minor bug fixes
- Security enhancements
Resolved issues
- Minor bug fixes
- Security enhancements