v12 Release Notes, Hotfixes, and Updates
Below you will find the release notes, hotfixes, and updates for Agent version 12. For more details on the new features, refer to the v12 Release Notes found in the https://customercenter.astutesolutions.com/customerportal/#.
Hotfix Release Notes v12.0.869
August 2023
Summary of hotfixes to software elements for version 12.0.869
Hotfix Description | User Impact | Case ID | Project ID |
---|---|---|---|
Fixed an issue with PCEmail not processing mail when using EWS. | Administrators |
| A11-1375 |
Fixed an issue where PDF/Excel reports failed when scheduled if they had certain options selected such as 'Suppress Repeat'. | Administrators |
| A11-1395 |
Updated the new feature in v12.0 to make dates sortable in Excel for the Case Listing Report now must be opted-in by selecting the new Export Date time sortable format in Excel check box. | Administrators | 272533 | A11-1397 |
Fixed an issue with scheduled jobs based off shared favorites only emailing the logs and not the results. | Administrators |
| A11-1402 |
Emplifi Agent v12 Release Notes
July 2023
Introduction
This topic describes the software changes in Emplifi Agent version 12. This topic does not cover previous releases.
Emplifi Agent version 12 is a SaaS-only deployment. In this release, System Manager will have limited functionality. If you are a SaaS customer, the required changes will be made during your upgrade.
Most changes to the software are available immediately after you upgrade; however, some changes may require setup or configuration before you can use them.
New Name for Agent
Astute Agent is now rebranded to Emplifi Agent. As part of our rebranding, you will notice improvements to the user interface such as colors and font, as well as instances of Astute being renamed to Emplifi.
Users of Internet Explorer (IE) Browser
Microsoft ended support for Internet Explorer (IE) on June 15, 2022. Please visit the https://docs.microsoft.com/en-us/lifecycle/products/internet-explorer-11 page on Microsoft's website for more information.
Emplifi Inc. supports the latest versions of the Chrome, Edge (including Chromium), and Firefox browsers.
Users of ePowerCenter Earlier than 10.5
Emplifi Inc. no longer provides Development support for ePowerCenter versions earlier than 10.5. Please contact your Customer Success Manager to plan for an upgrade.
Users of PCEmail using CIC 2015 R1 and Earlier
Emplifi Inc. no longer provides support for CIC 2015 R1 and earlier versions for PCEmail users.
New Features
Summary of new features for version 12
New Feature Description | User Impact | Case ID | Project ID |
---|---|---|---|
Updated Case Export Utility so that special characters are not encoded in the file output. | Administrators | 202436 | A11-329 |
Enhanced the Case Export Utility to export dates in a format that Excel recognizes as a date. | Administrators | 202563 | A11-351 |
Added a new feature to pull data from the previous case when an existing caller address is selected and add that data to the current case. | Agents |
| A11-926 |
Enhanced the date fields to allow for a positive integer (such as 0 or 3) to be entered to automatically fill out the date with the current date plus the number of integers specified. | Agents | 260447 | A11-1068 |
Simplified the Administration to reduce the number of clicks needed to access items inside of Company Setup. | Administrators |
| A11-1148 |
Moved the online Help to a separate server to allow for more frequent updates. | ALL |
| A11-1105 |
Improved the functionality of accordions inside of Agent Assist. | Agents |
| A11-1075 |
Updated report output to Excel so that the data type (number, date, string, etc.) is sent to Excel to format the data properly. | Administrators | 124407; 202436 | A11-328 |
Expanded the capability of the Related Cases feature introduced to do the following:
| ALL |
| A11-1072; A11-1069; A11-1070; A11-1084; A11-1066; A11-1071 |
Added a new feature to add a default on date categories of [+XXX] number of days that should be added (or subtracted) from today's date. | Administrators | 201505 | A11-287 |
Added a Refresh button to get the latest data on the different reports in Work Items. | Agents | 109006 | A11-13 |
Updated the system if mailer fails to validate Address on Auto Prep Tags. Instead of leaving the field empty, the system fills in the value that came from the Import form. | Administrators |
| A11-675 |
Updated the internal reference to Emplifi Knowledge to use emplifiknowledge.com. If you have any references or links to astuteknowledge.com, you should update them to point to emplifiknowledge.com instead. | ALL |
| A11-1137 |
Added a new User Profiles feature for an administrator to define common elements of a user and apply the profile to individual users. | Administrators |
| A11-1055 |
Added additional fields to the Layout Editor so that they can be made visible on the case. | Administrators | 142433; 201230 | A11-271 |
Improved usability by moving the "BH" Case Review Handling Scores from under the Case Main (B) Categories to a new folder called "Case Review" under "Workflow/Process Automation." | Administrators |
| A11-1166 |
Added the ability to do a one-line address lookup, if configured. | ALL |
| A11-1106; A11-1103 |
Added the ability to create a Shared Favorite from a Personal Favorite. | ALL |
| A11-1054 |
Added a Support tool to capture information for the Emplifi Support team. | ALL |
| A11-1011 |
Added support for new Phone Types. | Administrators | 136035; 216843; 240512 | A11-423 |
Pinned the most commonly edited layouts to the top of the drop down in the Layout Editor. | Administrators |
| A11-1149 |
Refreshed the user interface to be brighter, more refined, and on-brand with the new Emplifi Agent logo and colors. There is no retraining required for these changes. | ALL |
| A11-665 |
Bug Fixes
Summary of fixes to software elements for version 12
Bug Fix Description | User Impact | Case ID | Project ID |
---|---|---|---|
Fixed an issue in the Frequency Report when deleting a duplicate column row, the wrong one gets deleted. | Administrators |
| A11-391 |
Fixed an issue where a device could not be selected under the Subscriptions tab of a Notification Profiles in App Setup. | Administrators | 231761 | A11-453 |
Fixed an issue where favorites for the Mass Mailing Utility could not be opened. | Administrators |
| A11-743 |
Fixed an issue where Threshold Definitions did not appear in the drop-down menu for Threshold Events. | Administrators |
| A11-852 |
Fixed the Active checkbox on the Notification Definition to mirror the value in the Category Code tab. | Administrators |
| A11-891 |
Fixed an issue with case link in Related Cases report results when case company and current company are different. | Agents |
| A11-1000 |
Fixed user interface issues with scheduling jobs. | Administrators |
| A11-1030 |
Fixed an issue where multiple suggested actions could be duplicated on Save if the suggestion contained filters. | Agents | 242052 | A11-803 |
Fixed an issue with date pickers not working on pages other than the Case page. | ALL |
| A11-1063 |
Fixed an issue where cases with surveys would freeze the UI if the agent was using a high resolution monitor. | Agents |
| A11-1033 |
Fixed an issue with Dynamic filters for InfoCenter attachments not working for Product (C01) codes. | Agents |
| A11-1089 |
Fixed an issue to correctly count the number of emails received to show a warning message if a threshold is reached when using Graph. | ALL |
| A11-934 |
Fixed an issue on reports where if no rows were returned and a custom file name was specified for an output of .xslx, then an error would result instead of a spreadsheet with no data rows. | ALL |
| A11-901 |
Fixed some typos in various labels and logging messages. | ALL |
| A11-1044 |
Fixed an issue where favorites would not show under a folder with a name that contains a slash (/). | ALL |
| A11-1134 |
Updated the Graph Email implementation to send mail when an email is sent to quarantine. Also updated the Configuration section for Graph to make it more obvious what fields are for SMTP vs. Graph. | Administrators |
| A11-1178 |
Fixed an issue where Auto Acknowledge for Emails was not working for existing cases if Sender Email from Tags was turned on. | Administrators | 258215 | A11-1053 |
Updated the Redaction Utility to run against the same address more than once. | Administrators | 144754 | A11-388 |
Updated anchor links in Emplifi Knowledge topics in Agent Assist to correctly go to the anchor in the page. | Agents | 262113 | A11-1130 |
Improvements were made to reduce errors when trying to rebuild the field list and server cache due to the files being used by another process. | ALL |
| A11-1093 |
Updated the Clear Locked Users utility to be run in any company. | Administrators | 201501 | A11-283 |
Updated Agent to display an error message when logging in with a concurrent license when all licenses are in use and block the user from logging in, instead of allowing them in as an unlicensed user. | ALL |
| A11-885 |
Fixed an issue where the selected Time Frame in Data section of Frequency Report Options was not getting displayed when viewing the saved favorite. | Administrators |
| A11-1058 |
Fixed an issue where default values on a case would not trigger InfoCenter entries. | ALL |
| A11-1108 |
Added the Refresh Dependent Codes button to the Folder Dependent Code page in Administration. | Administrators | 229137; 238277 | A11-442 |
Added the ability to play .wav case attachments from the browser if supported by your browser. The exact way it plays is browser dependent. | Agents |
| A11-1203 |
Updated the Configuration for the Email Outbound settings to only show the needed settings based on the outbound type selected. | Administrators |
| A11-1215 |
Fixed an issue with the Address Redaction utility where it would not run if the "Remove attachments associated with redacted address" was selected. | Administrators |
| A11-1168 |
Fixed an issue where the Address Redaction utility would not run if the "Remove case texts for redacted address" option was selected. | Administrators |
| A11-1156 |
Improved performance of the Notification Profiles in Maintenance. | Administrators |
| A11-1143; A11-1237 |
Updated the Profile Notifications so that recipients of type Profile have the Category field appear so that a category can be selected. | ALL | 262949 | A11-1196 |
Updated the configuration to hide the Recording database connection string when returned to the user interface. | Administrators |
| A11-1185 |
Improved Date field entry to allow for a wider range of date formats. Also, fixed the date fields to allow for an integer to be entered, and the date will be calculated with that many days in the future. | Agents |
| A11-1188 |
Added additional paragraph inserts to be able to show description1 for changed_by_user_code fields. | Administrators |
| A11-1197 |
Made some improvements to PCEvents to try to reduce the need to restart periodically. | Administrators |
| A11-1240 |
Rename instances of Agent to Emplifi. | ALL |
| A11-553 |
Fixed the standard Special Report Columns so that they can be used in the Frequency Report in Standard. | Administrators | 245428; 255315; 144135; 140297 | A11-729 |
When posting an action, if the agent’s email address is not licensed to send email with Graph, the system will attempt to send the email with the Graph Mailbox email address as the “from” address instead. | Administrators |
| A11-1213 |
Improved error handling when using the Forgot Password if the outgoing email is not properly configured. | Administrators |
| A11-1251 |
Fixed an issue where ESP suggestion cards were not always getting displayed on existing cases if the “enableAutoEspSuggestionsOnCase” setting is set to true (or not configured). | Administrators |
| A11-1257 |
Release Candidate 2
June 2023
Summary of hotfixes to software elements for version 12.851
Hotfix Description | User Impact | Case ID | Project ID |
---|---|---|---|
Fixed an error when processing a scheduled Favorite with the HTML file format selected. | ALL |
| A11-1292 |
Fixed an issue where copy and distribute favorites did not work. | ALL |
| A11-1296; |
Updated New Case From Caller to not copy fields if the field was empty in the previous case. | Agent |
| A11-1307 |
Fixed the user interface in some utilities where check marks were not aligned in checkboxes. | Administrators |
| A11-1313 |
Fixed an issue where Message Center groups created in Classic could not be edited in Standard. | Administrators |
| A11-1078 |