24.6 Release Table of Contents

• Release Timetable
• Platform Features
• Platform Changes
• Issue Fixes

24.6 Region Release Timetable

The following region update dates are in local time for each region.

The standard Cyara Support timetable applies to this release. Cyara will offer technical support for 1 calendar year after this release is live, and this release will be marked as end of life after 2 years.

Note: Future Cyara Releases will contain all features delivered in this release.

24.6 Platform Features

• CP-42322 - Feature:  RingCentral Contact Centre Support

  • Cyara Virtual Agent now supports RingCentral Contact Centre CCaaS platform. It can simulate an agent answering / releasing calls as well as transfers and conferences on voice channel.
    The virtual agent uses MAX softphone and WebRTC connection to simulate agent experience.
     
    Note: Cancelling a two step conference is not supported

• CP-43542 - Feature: Agent Web (Chat) load campaigns now can be booked via booking calendar

  • Last quarter Cyara released support for Genesys Cloud Chat virtual agents, now we have added self-service capability to book them via calendar.

24.6 Platform Changes

• CP-44169 - Changed: Campaign Save and Run returns to original position in campaign index
  • After Saving a Campaign (New UI) previously it was reloading Campaign Index page and lost position, this now has been improved to land in the same place where you left.
• CP-42181 - Changed: Updated error messages when GICD+ Carriers are unavailable 
  • Previously GICD+ calls result in "Failed" state when the requested carrier is not available, which would be confusing for users unable to determine if it is an issue with their number or Cyara. When a carrier is not available, Cyara will now fail the test case with "Internal Error" and "Carrier currently is not available" message and failure category.
    Note: Applies for GICD+ calls when a specific carrier is requested and alternatives not examined.

24.6 Issue Fixes

• CP-40300 - Fixed: Improved handling of CX model Shared Modules

  • Fixed an issue which would cause Shared Modules to be incorrectly duplicated instead of re-using the existing Module.
    Also fixed an issue which could cause an exception when trying to export a CX Model or Module.

• CP-43719  - Fixed: Misleading error message when updating agent campaign REST API 3.0

  • When creating or updating an agent campaign, the API was always using the default behaviour ID.
    If the default behaviour’s channel is not matched with the campaign’s channels, the API would incorrectly fail with the error message “Agent Not Found”
    This issue has been fixed now.
    Even if the Agent has the default behaviour of non-matching channels, the intended behaviour ID can be passed in the request.

  • agents: [
    {
    agentId = 5055 ,
    behaviorId= 7716,
    serverId= 2701,
    siteId= 630
    }

• CP-44783 - Fixed: Pulse Custom Reports - export of PDF/CSV failing

  • Pulse Custom Reports resolved an issue where PDF/CSV export was failing to generate the correct resources.