Version History

Category

Description

Details

Admin Tools - Forms

Display details for the last person that updated a form

To improve tracking of form versions, when a form is saved a date/time stamp is written to the database Forms table, along with the contact who saved it. This timestamp/contact is displayed in the forms list next to each form.

Chat - Agent Interface

Add 'Topic' as 2nd line to chat dialog

Added the topic of the chat in the chat dialog as a 2nd line after the customer name.

Chat - Client Interface

New chat customization options

We updated the /f/chat form to use the current versions of common JS and other aspects to bring it up to spec with the rest of iService.

To get topicID to work in url, form the url like the following:

http://localhost:2424/f/84#?topicID=14

It's critical to have the # in there.

For customization of the images and topic list, make a new form and paste the text below. The values for logoURL and faceURL are the defaults and can be replaced with new URLs or base64 encoded images.  The values for topic ID and topic name are just examples, and should be replaced with correct values.

$include -formID'webapp-userchat'$

$if -fieldregex'form'='^js$'$$header -filetype(js)$

var logoURL = '$value -rootpath$images/clientLogo.jpg';

var faceURL = '$value -rootpath$images/agent.png';

var topics = [

   { 'id': '4', 'name': 'Cars' },

   { 'id': '16', 'name': 'JLRNA' },

   { 'id': '14', 'name': 'Spaceships' } ];

$endif$

See the Chat User Guide for more details on chat configuration.

Interaction History

Create Get This button to directly assign messages to yourself

Create a Get This action that will directly assign a message. This will be in the right panel of interaction history and Manage Messages. Clicking the GetThis button changes the operator to the person that clicks the button and opens the answer panel. Access will be limited to users that have access rights to reassign messages and the ability to pick and choose messages, such as in the Manage Messages page.

Interaction History

New layout for Take Actions panel

Update the Take Actions layout within interaction history with new CSS and buttons. This same layout will carry over to forms that use the history partials panel, such as search results and Manage Messages.

Interaction History

New "Answer" button within Interaction History and Manage Messages

The updated history panel now includes an Answer button that opens the standard response panel. This button is displayed when the message viewed is assigned to the agent.

Interaction History

Make secure response/emails the same color as other answers in history

The secure response is currently grayed out. Make it the same as other answers.

Msg Queue - Manage Msgs

Remove Ref# from subject line in Manage Messages

The ref# takes up too much space in the manage messages page. Removed it from the list display, because the interaction ID is still shown as part of the message properties.

Msg Queue - Manage Msgs

Add routing to /messagequeue form so it can support all 4 message queue tabs.

All the MQ pages will be part of a single form that includes its subtabs using placeholders. We expect performance increases by reducing the number of page loads. This is a pre-requisite for the Manage Messages rewrite. The URL allows deep linking to the inside page sections for the following:

• Search - /messagequeue#/search

• Manage Messages - /messagequeue#/managemsg

• My Queue - /messagequeue#/myqueue

• Manage Chats - /messagequeue#/managechat

Msg Queue - Manage Msgs

Optimize the Manage Messages interaction search

Optimized the query used to select the manage messages list. Increased the limit of displayed results to 2500.

Msg Queue - Manage Msgs

MQ - Manage Msgs

Rewrite the Manage Msgs tab as a form with the following enhancements:

- Update the count of messages in each topic in real-time using WebSync

- Update the message list for selected topic in real-time using WebSync

- Include the updated actions panel similar to MyQueue, including the CKEditor Rich Text Editor

- Incorporate the Take Actions panel into each message so agents can take single actions without using the Mass Update panel.

- Add the Interaction Status Audi to each message as a toggle

The Manage Messages page will NOT do an auto save on the draft because of the potential for overwriting unsent drafts of assigned messages.

Msg Queue - Manage Msgs

Do not collapse menus in MQ - Manage Messages

In the old manage messages page, taking actions or clicking topics reloaded the page and did not retain the collapsed / expanded structure of nested topics. This change  keeps the current open/closed structure until the user manually changes it.

Msg Queue - My Queue

Replace the send, forward, change topic, save, and spam buttons

Replaced the action buttons with the new images as part of a style migration.

Msg Queue - My Queue

Add GetNextQA into new MQ form

The QA process has been ported to the new message queue forms.

Msg Queue - My Queue

Allow CKEditor to include hyperlinks

Update the CKEditor configuration to allow hyperlilnks and include a hyperlink button as part of the editor controls.

Reports

Push out new GetInteractionBody function through Management Console

This function will look up the body of an interaction, regardless of type. Has dependency on the GetInteractionEmailBody function and Has dependency on new GetTypeID function (dragnet 6671).

Reports

Push out new GetTypeID function through Management Console

This function is similar to the statusID lookup. Mainly will be used to make other functions and reports cleaner and easier to read when relying on it.

Reports

Push out new GetTopicTree table valued function through Management Console

This table valued function takes a segment id and returns a list of topics formatted and sorted in a hierarchical tree view structure with topic names alphabetized, and deleted topics hidden from view.

Reports

Update ReportOptions table for 'Topic Service Level by Operating Hours for Messages' report changes

This allows tenants to have customizable column value defaults in this report.

Web Interface - General

Display actual status instead of Open

We previously combined Unassigned and Queued and display a status of Open instead of the actual status in the database. Changed this to display the actual status.

Web Interface - General

Update Angular version 1.5

We updated from AngularJS 1.2 to 1.5.

Category

Description

Details

Msg Queue - My Queue

Some interactions get into an invalid state

In some cases, interactions get into an invalid state which are not allowed by our business rules. Some examples are questions assigned to an agent that are resolved, as well as questions assigned to an agent while in status 'unassigned'. As a result, this causes them to appear in incorrect places such as in the new improved My Queue in 7.5. Note: this ticket is only for fixing the bugs causing the invalid interactions. To fix interactions created prior to 7.5, see 6687.

Admin Tools - Forms

Sort order is lost when new form is selected

Fixed a bug that caused the list of forms in the Form Admin page to lose its sorting order.

Admin Tools - Forms

Remove Diag-BuiltinForms

This page (https://1to1service.iservicecrm.com/f/diag-builtinforms) was removed since the built in forms are accessible from the Forms Admin page.

Chat - Client Interface

Dead chats have no operator

A chat is killed after 2 minutes when the client closes their window. However, the resolved by field is set to automatic process leaving it as unassigned. Change this so the last operator is shown as the operator that was last assigned.

Chat - Client Interface

Customer initial text not shown in built in chat form

When the agent accepts the customer chat, the initial question posed by the customer is not displayed in the customer chat window. It is, however, shown in the agent chat form. This would only repro in Chrome and IE11. The subject and question was displaying in FF 40.0.2. It's now corrected.

Find Answers

Date/Time in ASPX find answers is not the same as angular version

See https://github.com/OneToOneService/iService-Forms/issues/2 for details.

Interaction History

The time shown in the summary of interaction history is not adjusted for browser time zone

The time shown in the summary of interaction history was not adjusted for browser time zone.

Interaction History

Ref# not set when using the Agent Email action from Search page

When sending an Agent Email from Msg Queue - Search results the Ref# is not set. The Ref# should be set in the subject line unless the Suppress Ref value is checked.

Msg Queue - Manage Chats

Operator name overwrites Time in Chat

The operator name extended into the Time in Chat column and overwrote the time displayed.

Msg Queue - Manage Msgs

Send drop down blocked by SPAM button when buttons wrap

When there are enough buttons to cause them to wrap, the second row of buttons cover the Send drop down. This issue occurs in Manage Messages and the Take Action panels (search, history, etc.) It does NOT occur in the MyQueue page.

Msg Queue - My Queue

History can be relatively slow to load if the user has a large history

The time to load a user's history can be slow if there are a large number of interactions in their history. In our beta environment, a user with 8300 root interactions took around 83 seconds to load. The stored procedure was optimized, but performance is still slow with contacts that have unusually large amounts of history. Since it's unlikely many users will have 10,000 questions in iService further optimization is being postponed.

Msg Queue - My Queue

New buttons and CSS for Take Actions panel

The take actions panel has a new UI as shown below.

Msg Queue - My Queue

Space added to variable substitution

When you insert a variable (like $value -customer(name)$), a space was added after the value. The value should display without any spacing.

Msg Queue - My Queue

Auto-assigned messages have an invalid date/time when websync adds message to MyQueue

To repro:

1. As an agent, create agent email to a customer, then go to ng MyQueue page to wait for reply to come in

2. As customer, reply to the email

The my queue message list will update in real time with the new message, but the displayed date/time on the new message is 0001-01-01 12:00:00 AM

This is now corrected to shown the proper time format.

Msg Queue - My Queue

Fix any old invalid interactions in database

Changes in the MyQueue page are displaying interactions which have invalid states. Prepare a database update that will set the operator for all unsent responses to Unassigned. The first step is to prepare the SQL query and update our tenant. Then move this into the 7.5 update process. Note - This ticket is only for fixing interactions generated before 7.5. To fix the bugs that are causing the invalid interactions from occurring see http://dragnet:8880/ShowItem.aspx?pid=146&itemid=6712 The following should be run by customers as part of implementing v7.5: update i set assignedToContactID = NULL from Interactions as i inner join InteractionTypes as it on it.id = i.type inner join Status as s on s.id = i.statusID where assignedToContactID IS NOT NULL and s.name not in ('Queued','Pending','SentWaitingReply') and it.name in ('Customer Email','Private Email','Ask A Question','Ticket')

Msg Queue - My Queue

Initial get next loads blank message

The initial get next would occassionally load a blank message with CKEditor. Clicking Final Text and Final HTML would not load those views. Reloading the message displayed the content. This was a timing issue with the rich text editor that has been corrected.

Msg Queue - My Queue

Inbox tabs overlap QA text when page width is reduced

When you reduce the width of the MyQueue page the My Message Inbox tabs overlap on top of the Get Next QA text. See image. This happened in FF, Chrome, and IE11.

Msg Queue - My Queue

Pending tab does not display email address for new pending interaction in new ng MQ

New angular MQ - After sending-expect customer reply, the draft of the pending interaction is missing the email address in the pending tab message list. On reload the address was shown.

Reports

Push out updated GetInteractionEmailBody function through Management Console

This change is a workaround for the multiple plain email body bug in iservice that happens on some malformed messages.

Reports

Agent Interaction Types by Topic - Use SSRSEndDate function for consistency

This report was not using the SSRSEndDate function. The report wasn't wrong or giving bad results, but its been modified to use the function for consistency across reports.

Reports

Update random audit SP

New version of report requires a new stored procedure for performance purposes.

Web Interface - General

New HTML pages are missing CSS

We have CSS in iService to support various messages (Warning, Info, Error, etc.). The new HTML versions of pages were missing that CSS and not rendering the content of broadcast messages properly as a result. Corrected.

Category

Description

Details

Reports

Update reports to use the new URL for search (#/search)

The URL for message queue - search is changing in 7.5

Reports

Consolidate the Customer Interactions by Interaction Properties Report & Customer Emails by Interaction Properties Report

These two reports are essentially the same, except that one limits by emails only, while the other does all interactions. Instead, add an option to select various question interaction types (AAQ/Tickets/Customer Emails) into the 'by Interactions' version, and drop the 'by emails' version. By default, all types should be checked.

Reports

Add percentage % columns to Customer Interactions Summary Reports

Include this new column in the property value table

Reports

Change version footer to 7.5

Change version footer to 7.5

Reports

Operating Hour Summary report should have parameters for entering custom defined column buckets

Report should have parameters, in minutes, for each column. Defaults should be as is it is now, but with business days defined as 8 hours (480 minutes, 960 minutes, etc). This default will be changeable in the ReportOptions table

Reports

Add topic to the Agent Response Details Report

Added Topic as a parameter to the Agent Response Details report so the Resolved Message Report can be retired.

Reports

Customer Interactions reports show followup questions as having no property value set

Because question properties are associated with the root interaction (the first message on a thread), we will now look to the root for property values. They were previously shown as blank.

Reports

Deleted topics show up; topics sometimes out of order in topic selection parameter

Users have reported that deleted topics show up in reports. Also, topics are sometimes out of order.  Deleted topics should not show up in the topic selection, and topics should be alphabetical in tree view. Make a new function that all reports can use that will be standard and eliminate these issues. Function input should be a segment id, output is list of topics.

Reports

Resolved Message Summary includes agent responses and should only include saved and resolved interactions

Resolved Message Summary includes agent responses and should only include saved and resolved interactions. Added "Topics" to the Agent Response Details report and retired this one.

Reports

Customer Interactions Summary by Interaction Property report is very slow

This report's query was cleaned up and optimized to not look at the IEB or FT tables since it's just a summary of properties.

Reports

Remove Unsent messages from Agent Interactions and Agent Activity reports

The Unsent interaction column doesn't make sense as these are lists of interactions resolved. Updated appropriately.

Reports

Change logic of interaction property value lookup function in reports

This function is used in interaction property value lookups. It previously returned the actual value of each interaction. However, this doesn't follow the behavior intended in the iService application where question properties are associated with the root (first) interaction of a thread.

With the updated function in place, followup questions in a thread (AAQ/Customer Emails/Private Emails/Tickets) will now always be counted as having the same property value as whatever the root/initial question in thread is. Find Answers and Unsent Responses will never return property values, and all others will still return the actual value of the interaction.

Reports

Customer Interaction Reports don't pick up emails that do not have a plainbody decode

This affects the Customer Interactions Summary by Interaction Properties report.

Reports

Agent Interaction and Agent Activity reports should find resolve time with interaction attribute rather than old audit table

4 reports changed in total

Reports

Add drilldown from Customer Interactions Summary Reports

These 2 reports should drill down to Customer Interactions by Interaction Properties report, which is essentially a details report.

Reports

Topic Service Level Operating Hours Messages column labeling is incorrect and ambiguous

Labelling is technically incorrect. It is not "less than x time", but rather "less than or equal to x time". Additionally, since operating days is ambiguous depending on the tenant's business, and since time columns are now defineable by the tenant, all columns should be simplified to just minutes . Should be changed from, for example: <2 hours, <4 hours, ..., < 2 days, ..., etc to Within 120 minutes, Within 240 minutes, ..., Within 960 minutes, ..., etc

Reports

Refactor Customer Interaction Property reports for speed improvement

The Customer Interaction Property reports are not coded with optimization in mind, so are slow and often fail if a large date range is selected. To optimize, refactor by:

1. Eliminating multiple unioned queries

2. Move grouping/aggregation out of application/report side, and into sql query side for summary reports

3. Remove non-essential result items out of summary reports

4. For detail reports, move lookups into new functions (ie, GetInteractionBody)

Category

Description

Details

Admin Tools - Forms

Create form action for Forward to Segment

Developed a form action for "Forward to Segment" and implemented it within the My Queue page. This action is now available for custom forms.

Admin Tools - Forms

Update CKEditor to the latest version

Updated CKEditor to the latest version. In addition to the Form Admin page, the editor is used within Message Queue - Search and Message Queue - My Queue.

Admin Tools - Forms

Confirm deletion of form actions

When the Delete Action button is clicked, we now confirm deletion before removing the action and saving the form.

Admin Tools - Forms

Agent Email updates

Updated the built-in agent email form with these changes:

- Made the CC picker work like the stock response picker. It will insert additional lists into the spot where the cursor is in the subject line text box. Users will add a comma/semi-colon separator.

- Converted the CC line to text box that is 3 lines tall and has a scroll bar.  

- Added a rich text editor to the Agent Email form message body

- Resized the agent email form to better use the white space (target form size of 1280 wide). This supports larger  width of the input boxes.

- Increased the width of the Stock Response picker

- Increased the font size to 16px / 1em

Admin Tools - Interaction Properties

Set interaction properties as required

Added an option  to the interaction property details indicating it's required within the user interface pages.

When the property is required, the following business rules are enforced.

Questions:

- Values must be entered before new interactions are created (Ask a Question forms and Tickets). This can't be enforced with Customer Email, so a filter must be used to set those values on incoming emails.

- If an interaction is created in a topic that requires a property, the agent must set the value before they save their draft response. This includes any forwarding of the message.

Answers:

- Answers (Agent responses, Agent emails, Notes, etc.) must have a value entered before the interaction is resolved. The draft response can be forwarded and saved without entering a value.

Admin Tools - Interaction Properties

Required interaction property text styling

To draw attention to a required interaction property in the interface, the label for it is shown in bold red color.

Admin Tools - Websites

Create builtin placehoder names for each main section of the iService UI

Users can customize their iService interface by changing default forms assigned to various pages in the Admin Tools - Websites tab (Site Forms section).

See the Websites help for details on configuration options within the Websites page.

Admin Tools - Websites

Label the Site Forms columns as placeholder

Added labels to the Site Forms table as: Placeholder Name and Form ID or Builtin Name. The placeholder name is the value referenced with forms, and the Form ID or Builtin Name is the form that will be rendered.

The placeholder name can be referenced using the $Include -placeholder command within forms. Also, in most cases the placeholder name can be used to display the form instead of the Form ID using the /f URL.

Interaction History

Color code rows within Interaction History

Color coding has been added to Interaction history to make it easier to find customer questions and agent responses. Questions (Customer Email, Ask a Question forms, Tickets) are shown in blue. Answers are shown in light red, and system notices (auto responses, etc.) are grayed out to make the more important information easier to find.

Interaction History

Display interaction history using CKEditor

The AngularJS sanitizer was updated to ensure the proper amount of HTML is removed when content is sanitized.

Msg Queue - My Queue

Add forward external action to MQ form

The forward external action was converted to a form action and added to the MyQueue form. It is now also available for use in custom forms.

Msg Queue - My Queue

Update Inbox in MyQueue using WebSync

When an agent's Inbox list changes in the MyQueue page, it is updated in real-time using WebSync to push the new list to the browser. For example, if a message is assigned to an agent from the Manage Msg page, the agent will see it in their My Inbox list without needing to reload the page.

Msg Queue - My Queue

Convert Contact Details tab to new form.

Converted the Contact Details tab in MyQueue to an iService form.

Msg Queue - My Queue

Auto save message drafts

Monitor typing within the Message Draft panel, and if the user does not change text for 10 seconds perform a background Save Draft action. Display a small message to the user for a few seconds that says "Draft Saved." This will minimize any data loss if the user changes pages or is auto logged out for inactivity.

Msg Queue - My Queue

-- Select a value -- in property fields

When an interaction property has a drop down list but no value selected, present the text -- Select a value --.

Msg Queue - My Queue

Update the backend validation to search for email addresses surrounded by a single quote

Update  email address validation to look for 'name@domain.com' or other variations that have a beginning or trailing single quote character that is not supported by mail servers. Notify the user of the issue so they can correct it and resubmit the form.

Msg Queue - My Queue

Create form action for Change Topic

Created a form action for Change Topic that functions similar to the legacy change topic action in MyQueue. This form action is also available for custom forms.

Msg Queue - My Queue

Save and Resolve form action

Created the Save and Resolve action for forms, and configured the action for the My Queue page to resolve the selected interaction. This form action is also available for custom forms.

Msg Queue - Search

Add "Forward Interaction" button to MQ - Search results

Created a new action that will allow users to forward an interaction (regardless of type) to an email address they entered. The link is in the Take Actions section of the interaction history that is used in the MQ - Search results page. This will NOT be in the Customer Info - History page until that page is replaced with the new form based interaction history. Behavior is be as follows:

1 - User searches for interaction and obtains a results panel.

2 - Expand the results to view the details of the interaction. The Take Action section below the interaction details will include a new Forward action.

3 - Clicking the Forward link will expand input boxes where the agent will complete the message details.

4 - Form sends an agent email, and uses the existing thread ref#

5 - Only a single address will be allowed in the TO field. Other addresses will go into the CC line.

The TO address will be added to Contacts (if new) and the forwarded message will be within their history.

Reports

Add alphabetical sorting by agents to Agent Response Time by Agent

Agents were previously sorted by contact ID within the Agent Response Time by Agent report. They are now alphabetical.

Web Interface - Browser Issues

Convert registration to form that removes $button

The previous registration page has a $button form that must be replaced before the forms can be used in a custom portal. The $button is no longer needed or supported making custom registration pages portable to custom forms.

Web Interface - General

Preview Dialer

A new built in form provides a simplified interface for sales staff to quickly view contact details and enter call notes. The form can be accessed from /f/diag-builtinforms.

Web Interface - General

Assigned Message Form

A new built in form provides a real-time view of agents, the number of messages assigned to them, and the age of the oldest message in their queue in business hours. The business hours calculation can be customized as needed for each tenant. The form reloads data every few seconds and is designed to provide a dashboard view of activity within a tenant. The form can be accessed from /f/diag-builtinforms.

Web Interface - General

Customizable Support Portal

A new built in form provides a customizable Find Answers, Ask a Question, and My Account view for customers. The form can be customized to match a tenants brand and is designed to provide a complete support portal for customers. The form can be accessed from /f/diag-builtinforms.

Msg Queue - My Queue

Warn user of logout for inactivity

To prevent data loss, present a warning message to the user 60 seconds before they are automatically logged out for inactivity. The notice appears within a modal window (lightbox) and includes a link to reset the user's activity counter. The message includes a real-time counter.

Msg Queue - My Queue

Inactivity counter tool tip

Provide the current inactivity count within a tool tip displayed when the mouse is hovered over the Logout button. Note: because of browser limitations, this only functions within Chrome. In release 7.4, this feature is only on the MyQueue page.

Msg Queue - My Queue

Logged out notice

When a user is logged out of the new My Queue page because of inactivity, a modal message (lightbox) is displayed indicating they were automatically logged out due to inactivity.

Msg Queue - My Queue

Full page edit

Users can expand the Draft Body to full size for editing larger messages. Click the button a second time to minimize the editor back to the original size.

Msg Queue - My Queue

New Rich Text Editor controls

The new RTE in the MyQueue page (CKEditor) includes new controls for editing messages. For example, the Create Table Function that is highlighted below.

To support these new features, the edit window includes context menus that are accessed by right clicking within the Draft Body section of the page. One side effect of this functionality (for browsers other than IE) is that users must Ctrl-Right Click to access the browser menu for built-in functions such as spell check.

Reports

Added reportoptions table and default code

The xml type is used to support native mssql XML functions within the report tables. This will support variable datatypes by adding new rows instead of requiring updates to the iservice db schema. The initial values will be used to support more detailed business hour calculations in reports.

CREATE TABLE [dbo].[ReportOptions]( [name] [nvarchar](128) NOT NULL, [values] [xml] NOT NULL, CONSTRAINT [PK_ReportOptions] PRIMARY KEY CLUSTERED ( [name] ASC ) INSERT INTO [dbo].[ReportOptions] ([name] ,[values]) VALUES ('OperatingHours' ,' 09:00:00 17:00:00 1 ' )

Admin Tools - Websites

Secure message portal configuration

The MyQueue page can be configured to remove the option for sending email to a customer. The SEND button is replaced with a SUBMIT button that creates a note within the thread history that is viewed by the customer in a secure online portal. This option is configured by updating the myqueue-answer-actions panel in the new messsagequeue page as shown below.

Admin Tools - Websites

Toggle legacy vs new Message Queue page

Release 7.4 includes a new Message Queue - My Queue page that is built using the iService forms architecture. Toggle between the .NET version from 7.3 and the new form based page by setting the appropriate value for url-messagequeue-myqueue in the Site Forms section of the Admin Tools - Websites tab.

Admin Tools - Websites

Load only stock response names

To improve performance for segments with a large number of stock responses (> 250), the value for stockresponse-list can be changed from the default ngappbuiltin-stockresponse-list-full to ngappbuiltin-stockresponse-list-names.
 
This will cause the Message Queue - My Queue page to only load the names of the stock responses instead of all the bodies. The bodies will be fetched and pasted into the Draft Message when clicked.

Category

Description

Details

Admin Tools - Agents

Empty inbox changes

The check now runs only for agents that are logged in (previously was checking all agents). The check runs every 30 seconds when the Process Raw Message thread occurs in the mail popper. It compares their inactive time to their allowed inactive time, which is 90 minutes unless overridden in the Agent Admin page. If the agent is beyond their threshold, the process logs the agent out. The empty inbox process will then set any assigned messages to Unqueued for agents that have the Empty Inbox setting. Changing the agent's setting for empty inbox will not impact logged out users until the next time they login.

Admin Tools - Agents

Agent admin tab does not display skills for CSR Manager role

We grant the CSR Manager usertype access to the Agent Admin tab so they can set skills for agents. Beginning with v7.3, the CSR Manager's could not see or set skills. This is corrected in 7.4.

Admin Tools - Interaction Properties

Only show question properties once regardless of interaction type

Previous logic displayed two sets of interaction properties (type = question) when there was a 2nd interaction in a thread of a different type (e.g., root is AAQ and then a customer email arrives). The question properties are meant to act as "case properties" and should only be shown once when viewing an interaction.

Mail Processor

Outlook message files (.msg) attached to inbound email are not recognized by iService and can’t be easily downloaded (except via the original message.eml)

When a message has a .msg attached, we save it as an attachment but were not finding the name or file type properly.

Msg Queue - Manage Msgs

Sort Mailboxes by Name in Dropdown

Dropdown menu of mailboxes displayed in MQ-Manage Msgs and MyQueue were not sorted by name making it hard/confusing to select the correct mailbox. Would like mailboxes sorted by name.

Msg Queue - My Queue

Secure response attachment doesn't seem to save correctly

There was a bug in the ability to access files attached to secure responses made with the new Ckeditor. Clicking on the file attachment opened a blank page instead of downloading

Msg Queue - My Queue

No body on load of message

The message body is missing periodically when Get Next is used to request a message.Loading the Final Plain or HTML seemed to load the message and clear the issue.

Reports

TSL/OH Report fails to export to excel

Issue is that XLS does not support x-png MIME. iService logo should be reverted to older image/png

ID

Type

Description

Category

Details

5450

Feature

Add CKEdtitor to form action body for editing

Admin Tools - Forms

CLEditor does not work with Angular and was removed from the Form Admin page on actions that have bodies (Create note, agent email, aaq, ticket). Added CKEditor back to the Body section of these form actions. CKEditor is now also used on the actions within Message Queue - Search results.

5452

Feature

Update Set Parent filter action to check for agent assignment

Admin Tools - Filters

When the Set Interaction Parent filter runs, it changes the root thread but does not do the assignment to the agent that owns the thread. This is because the agent assignment check happens before the filter action is run. Updated the filter action so it checks the owner of the new thread and sets the agent similar to what happens when the Ref# is matched on incoming email.
 
Also make a change to allow Send Auto Response to work within a filter.

5459

Feature

New agent email built-in form

Admin Tools - Forms

A new form (/f/webapp-agentemail) is built-in for sending quick agent email messages that includes the following features:

- CC list manager -- Similar to an address book

- Stock response picker

- Option to auto populate interaction properties based on the topic selected

- Mapping of Topic to Mailbox -- The from address can be specified for each topic

- Segment selection within form -- Separate forms should be made for each segment

To use, create a new form with the body shown below:

$if -fieldregex'form'='^js$'$$header -filetype(js)$ var config = {}; /*--- above is generated by admin mode --- */ $endif$ $include -formID'webapp-agentemail'$

Then, run the form and go to Manage mode. Select a segment and save to create form actions. Reload the form in the forms admin page and the actions will appear with full configuration.

To insert your logo, add the following at the bottom on the form body. $if -fieldregex'form'='^css$'$ img.logo { width: __px; height: __px; background-image: url(http://_____); } $endif$ Include the width, height, and URL for the logo as appropriate.

3234

Feature

New contact delete SP to tenants (was: Allow contact deletion)

Web Interface - General

This is a stored procedure that must be run on the DB by a DBA. Agents or contacts that are referenced as an operator on an interaction are not eligible for deletion. The contact delete SPs use the existing interaction delete stored procedures to remove associated interactions.

4402

Feature

Update Website Tab to support default home form and interface customization

Admin Tools - Websites

The websites tab has been re-written as an iService form and allows users to customize their iService tenant by replacing various sections of the website with new form content.

A new Site Contents section provides a list of pages and sections within the iService user interface along with the default form used for that section. Users can make their own custom forms and replace the default pages with this new content.

The iService logo is now a hyperlink to the Default Home Page for the tenant, and a custom form can be displayed on this page by referencing it in the Site Contents section of the Admin Tools - Websites page.

Each website can have its own configuration and separate default pages based on the iService domain specified.

4439

Feature

Add actions (create agent email, ticket, note, save and resolve) to MQ - Search results

Msg Queue - Search

In the Customer Info - History display, users can take an action directly on an item in history by expanding the Show Audit link. This enhancement replicates the functionality within the new form based history displayed in the MQ - Search results page. The save and resolve action can only be used by CSR Managers, or CSRs for messages assigned to them.

5477

Feature

Add clustered index to ContactsSessions table for performance

Database

Name: CI_ContactsSessions_contactID Clustered index, covering just contactID column

5475

Feature

Performance improvement for stock responses and mailboxes

Web Interface - General

Added index to mailbox errors table. Changed the way stock responses loaded from DB to avoid O(n^2) slowdown.

5437

Feature

Update SMTPOut retry cycle and fix issue with deleted topics

Mail Processor

Adjusted the SMTPOut retry cycle to the below timeframes.

00:00:00 – First attempt

00:01:00 – 1st retry

00:05:00 – 2nd retry

00:15:00 - 3rd retry

00:30:00 – 4th retry

01:00:00 – 5th retry

12:00:00 – 6th retry

24:00:00 – 7th retry

36:00:00 – 8th retry

48:00:00 – 9th retry, then permanent fail

Corrected an issue where replies to agent responses were set to a deleted topic. They now go to the default topic for the mailbox unless modified by filters.

5442

Feature

Revise interaction history audit trail description for Resolving Parent Agent

Interaction History

In the audit trail, changed the wording for auto assignment to say "parent's agent" instead of "resolving parent agent" since the auto assignment occurs regardless of whether the question was resolved. If a question is assigned to an agent, any future messages on that thread are auto assigned so long as they are the current operator.

5461

Feature

Allow $repeat -history(children)$ when used inside $repeat -history(threads)$

Admin Tools - Forms

Allow nesting the -history(children) inside of the -history(threads) command to more efficiently build interaction history. This allows retrieving the full interaction history for all the threads of a contact, and all the details within the children of each thread, in a single pass. This is required to open the history fully expanded.

5456

Bug

Updated fn_GetRandomResponseByAgent to tenants

Reports

Updated to use fn_GetStatusID lookups and fixes to sp_isa_ssrs_RandomAudit

5467

Bug

Stock response not in alphabetical order

Msg Queue - Search

When creating a note in the Msg Queue - Search panel, the stock responses are not shown in alphabetical order.

ID

Type

Description

Category

Details

3371

Feature

Reply all in the pending tab

Msg Queue - My Queue

When an agent responds to a message and checks expect reply, a copy is placed in the pending tab. If the agent CC'd other people when they sent their response, we now show the reply all link on the response in the pending tab. Clicking that link populates all of the recipients that were cc'd on the original response.

Note - we are not populating the response in the pending tab with the original questions cc, because the agent made a conscious decision to select all, some, or none of them in the original agent response.

4405

Feature

Form admin interface cleanup

Admin Tools - Forms

Cleanup in the new form admin page.

5417

Feature

Push out new random audit objects to database

Management Console

The Random Agent Audit report was rewritten, and new db objects are included in the schema.

4403

Feature

Rewrite form admin page

Admin Tools - Forms

Re-write form admin page to provide a better user experience with loading and saving forms. The form admin page is now built using the iService forms technology.

4424

Feature

Web service optimization

Web Interface - General

Changes were made to perform "lazy loading" of data from SQL Server, which has increased system performance. Less data is now loaded for most web service requests.

3400

Feature

Update Agent Response CC line to accept longer address lists

Msg Queue - My Queue

This enhancements applies to all pages within the iService user interface that send agent response or agent emails. Change CC Line Char Length – We converted the CC line from its current database field type to a new field that supports a longer length. This requires a conversion of the existing data, which is performed automatically during the update in the management console. Every interaction that has a value for cc from past interactions will be converted into this new field. There is no data transformation, so the performance impact is minor.

Strip Invalid Char From Pasted Address List – We use the standard .NET libraries for sending email via SMTP. We’ve written code to replace the semi-colons with commas and also to handle the spaces that might be inserted when someone pastes into this text box.

Formats for the CC and BCC line must follow RFC 5322 section 3.4, except that a semi-colon is allowed as a separator between addresses in addition to the standard comma separator. Allowed characters in name A-Z, 0-9, ! # $ % ' * + - / = ? ^ _ ` { } ~ Names may include spaces and tabs Parenthesis are allowed, but open and closing must be matched. Allowed characters in email address A-Z, 0-9, ! # $ % ' * + - / = ? ^ _ ` { } ~ A period is allowed, but only if surrounded by other characters that are not periods. Addresses must not have spaces or tabs Any character can be used outside of the as long as the full string is enclosed in quotes.

5422

Feature

Push out updated version of dbo.fn_GetThreadAgeWorkHours for new TSL/OH report

Management Console

The SQL function fn_GetThreadAgeWorkHours has been updated

3365

Feature

Update search urls for message queue drill through

Reports

The drill through URLs have changed for search and reports need to be updated.

3357

Feature

Service Level From Assigned Time Report

Reports

Service Level From Assigned Time report. This is the same report as the current service level, but it calculates response from initial assignment to resolved time. The current report is from arrival time to resolved time. Updated the legend for the report to indicate that any Forward External messages included in the query are reflected within the totals for the agent that performed the forward action. The resolve time will be the date/time the external agent resolved the interaction.

4429

Bug

Adding a new website does not appear in the list

Admin Tools - Websites

Adding a new website does not automatically appear in the list without next clicking on a different website name in the list, which seems to update the list with the newest addition. This occurs in IE11 and Chrome.

5419

Bug

Filter actions strip casing from interaction property value before hitting database

Admin Tools - Filters

Corrected to retain formatting.

5425

Bug

Mailbox errors not displayed in list

Admin Tools - Mailboxes

In the Admin Tools - Mailboxes page the error count was not correct in certain scenarios.

5423

Bug

Submission Success Redirect URL field does not save

Admin Tools - Forms

The Submission Success Redirect URL does not appear to save after submitting changes on a form.

3294

Bug

Send autoresponse action inside a filter bug-autoresponse dropdown does not show the autoresponse list, only the ID

Admin Tools - Filters

When you try and set the send autoresponse action within a filter, the dropdown list of autoresponses should show the names of the available agent notification autoresponses. The dropdown list only shows the id of the autoresponse that was saved.

4416

Bug

Change drop down for mail retrieval to be a checkbox in management console

Management Console

The Async mode was removed from the mail popper, so the current options are Disabled and Serial. Since the options are now On or Off, we should change the dropdown to a checkbox. The save button should save all changes on this screen.

3396

Bug

"Get Next All for Contact" causes all interactions in the queue to change to the topic of the first interaction

Msg Queue - My Queue

"Get Next All for Contact" causes all interactions in the queue to change to the topic of the first interaction.

1848

Bug

Mailpopper is not aware of mailbox changes until restarted was: Mailpopper does not appear to check for mailboxes change before popping when in a async mode

MailPopper Monitor

The mailpopper requires a restart to be aware of any changes to mailboxes, whether additions or modifications.

3397

Bug

In IE8, Interaction search results always appear as 'No matching results.' for any search done using a date range

Msg Queue - Search

See attachment for the original detailed description on how to reproduce

4404

Bug

Get Next QA count incorrect

Msg Queue - My Queue

The Get Next QA count is incorrect because it is counting messages that are assigned. This fix changes the count to only the unassigned messages.

3398

Bug

First Response functions to add to tenant for reporting

Reports

The following functions need to be added to standard iService tenants in order to use first response reports. fn_GetFirstResponseTimestamp fn_GetFirstResponseInteractionID fn_GetFirstResponseAgentID

4437

Bug

Unable to save new mailings

Admin Tools - Mailing

When trying to save a new mailing the Access Denied message is displayed.

4438

Bug

Overflow problem in content editable DIV in IE11 within action steps.

Admin Tools - Forms

Large body overflows the div.

5416

Bug

Corrected issues with the Random Audit Report

Reports

Adjust sampling approach and performance issues.

4433

Bug

Change filter match expression for TO to Mailbox Name

Admin Tools - Filters

The TO filter expression actually matches the display name of an iService monitored mailbox, rather than the actual email address in the message. This change is to update the Filters page to change the label for this criteria. No changes were made to the filter processing.

ID

Type

Description

Category

Details

3348

Task

Updated documentation for Contact delete, contact mass delete, and Interaction mass delete stored procedures

(None)

Documentation for Contact delete, contact mass delete, and Interaction delete, and interaction mass delete stored procedures are now available on request.

3308

Task

Add Computer Access Skills stored procedure rewrites to improve old Find Answers page performance

Find Answers

Includes 2 SP changes and 2 new table-valued functions.

SubComputeAccess Wrapper:

ALTER PROCEDURE [dbo].[iService_SubComputeAccess] @agentID int AS INSERT INTO #access (segmentID) SELECT segmentID FROM dbo.fn_ComputeAgentSegmentAccess(@agentID)

And here’s the new table valued function that’s called:

CREATE FUNCTION [dbo].[fn_ComputeAgentSegmentAccess] (@agentid int) RETURNS TABLE AS RETURN ( WITH ChildSegments AS ( SELECT ags.segmentID FROM AgentsSegments AS ags WHERE ags.contactID = @agentid UNION SELECT ds.segmentID FROM DepartmentsSegments ds INNER JOIN AgentsDepartments ad ON ds.departmentID = ad.departmentid WHERE ad.contactID = @agentid ) SELECT segmentID FROM ChildSegments UNION SELECT ID AS segmentID FROM Segments s WHERE s.parentSegmentID IN (SELECT segmentID FROM ChildSegments) ) SubComputeSkills wrapper: ALTER PROCEDURE [dbo].[iService_SubComputeSkills] @agentID int AS INSERT INTO #haveskills ([skillID]) SELECT skillid FROM dbo.fn_ComputeAgentSkillAccess(@agentID)

New table-valued function:

CREATE FUNCTION [dbo].[fn_ComputeAgentSkillAccess] (@agentid int) RETURNS TABLE AS RETURN ( SELECT ags.skillID FROM AgentsSkills AS ags WHERE ags.contactID = @agentid UNION SELECT ds.skillID FROM DepartmentsSkills ds INNER JOIN AgentsDepartments ad ON ds.departmentID = ad.departmentid WHERE ad.contactID = @agentid )

3339

Feature

Truncate HTML for large history items

Interaction History

When a message thread gets too large it can't be viewed within the browser. Retain the original_email.eml file for audit trail purposes, but truncate the displayed message after 5 MB. File attachments are not considered in the message size.

3314

Feature

Get all unassigned msg from same contact on Get Next 

Msg Queue – My Queue

Provide a configuration option to get all message from the contact when clicking Get Next. In some cases, customers will send 3-4 copies of a message to try and get a faster response. This ends up making the Get Next option less useful because more than one agent gets the same message.
 
This does not change the assignment algorithm, but when the message is selected we also assign any open/unassigned message from that same contact to the agent.
 
This setting is configured for each segment on the Admin Tools-Segment-Details tab.

3352

Feature

Add function for calculating historical assignment information

Reports

We have an increasing number of reports that rely on pulling historical assignment information from audit trails. Writing custom queries for these is unwieldy and have slow performance – this has been abstracted to a sql function.

Input: interaction #, first/last

Output: The interaction # of the final agent assignment before resolution, based within the same interaction thread that the input interaction # references. If 'first' is specified, returns the item of the first assignment in audit trail. If last is specified, returns the time of the last assignment

3338

Feature

Incorporate new chat form into Built In forms

Chat - Client Interface

A standard customer facing chat form is now included within the Built In Forms and can be used with minimal changes. See the Chat User Guide for usage details.

3357

Feature

Service Level From Assigned Time Report

Reports

Service Level From Assigned Time is the same report as the current service level, but it calculates response from initial assignment to an agent to resolved time. The current report is from arrival time to resolved time.

3359

Feature

Update copyright to include 2015.

Web Interface - General

© 2008-2015 One-to-One Service.com. All rights reserved.

3182

Feature

Agent Response Time from Assignment

Reports

The current response time reports count the time between arrival and resolution. This report counts the time between assignment and resolution.

3344

Feature

Leave all selected interactions marked when mass update fails

Msg Queue - Manage Msgs

If a list of selected interactions in the Manage Msgs page included a contact with a bad email address, the update failed and the selections were lost. Now, the original selections are saved so the offending message can be removed and the batch can be resubmitted.

3336

Feature

Update CLEditor to latest version

Rich Text Editor

Updated CLEditor to version 1.4.5. This update corrects various issues with IE 11.

3331

Feature

Add spinner image to Msg Queue - Search page and show text when no results

Msg Queue - Search

Add a wait spinner to the Search page.  If there are no search result, add a line where the results would be that says "No matching search results."

3323

Feature

Form based Msg Queue Search

Msg Queue - Search

Replace the old asp.NET Msg Queue - Search with the new iService form based search.

3324

Feature

Form based history

Interaction History

Replace history in Msg Queue-Search and Msg Queue-My Queue with the new iService form based history version.

3332

Feature

Update form history to show Audit Trail and HTML

Msg Queue - Search

The new form history in Search and MyQueue now allows display of either plain text or HTML, and includes the full status audit.

NA

Feature

New form commands

Admin Tools - Forms

New form commands have been added to support the upcoming product redesign. Although not used extensively in release 7.1, they are available for use within custom forms. For details on these new commands see the iService Form Developer User Guide.

3327

Bug

"Manage Messages" page does not support relative subdirectories when generating hyperlinks.

(None)

The "Contact Name" and "Contact Email" links generated on the Manage Messages page did not correctly generate the target hyperlink location if iService was installed in a virtual folder on IIS. For example, if iService was located at http://mytenant.iservicecrm.com/iservice, the contact email and contact name would incorrectly link to http://mytenant.iservicecrm.com/CustomerInfo.aspx instead of http://mytenant.iservicecrm.com/iservice/CustomerInfo.aspx. This is now corrected.

3309

Bug

Reference minified versions of Angular and Websync libraries instead of oversized developer versions

(None)

Updated the Angular and Websync code to the minified versions. These are the libraries: fm.js -> fm.min.js fm.websync.js -> fm.websync.min.js angular.js -> angular.min.js (on google server) angular-sanitize.js -> angular-sanitize.min.js (on google server)

3328

Bug

Manage Chats tab not hidden

Msg Queue - Manage Msgs

Enforce the Tab.MessageQueue.SuperviseChat option in a UserType, eliminating the “Manage Chats” tab if not checked.

3337

Bug

Typo on Topic Service Level Report For Operating Hours By # of Messages AND by Percentage reports

Reports

< 3 Business Days column has an extra "S"

3329

Bug

Adding a private note in mass update to an unassigned interaction causes it to be partially assigned to an agent, however it does not appear in the agent's My Queue

Msg Queue – My Queue

To reproduce: 1. Open an unassigned customer email interaction from the customer history page 2. Add a private note to the interaction 3. The interaction will now appear to be assigned to the agent, however it does not appear in the agent's My Queue

3326

Bug

Interaction Message Display's "Reply All" field remains populated when message send is clicked more than once. This corrupts the Reply All field in the next interaction retrieved.

Msg Queue - My Queue

The issue occurs when an agent takes the EXACT steps outlined below, and has to do with how iService handles the display of interaction #2 (step F below) if an agent clicks send/resolve multiple times for interaction #1 (step c/d below) interaction #1 continues to be displayed.

When interaction #2 is retrieved with Get Next, the reply-all field is still filled in from the previous interaction that was opened.

a) agent had 2 interactions in their queue, both with reply all's populated

b) agent clicks on reply all for interaction  

c) agent sends message

d) agent attempts to send message twice and receives error that the interaction has already been resolved (agents not sure if this is what happened in other cases)

e) agent clicks on Get Next

f) 2nd interaction is assigned to the agent

g) agent selects message

h) agent clicks Reply All

i) the email addresses from prior reply all field populate

3297

Bug

Unable to open Admin Tools - Agent - Agent Details in IE 11

Admin Tools - Agents

When you attempt to open the Agent Details for any agent, IE 11 returns a “This Page Can't Be Displayed” error. It is not a 404, but some type of connection issue (Dev Tools says DNS error). This only occurs in IE11 and seems related to CLEditor version.

3290

Bug

$include with invalid form ID causes internal error crash

Admin Tools - Forms

If you use an ID for a form that does not exist within the $include command, an Internal Error is generated. The bad reference will now fail silently.

3343

Bug

Bounce message on Manage Msg page aborts processing and unchecks interactions

Msg Queue - Manage Msgs

Check 10 interactions and send a response from Manage Msg. If one of the selected interactions is marked as bounced, an error is returned (Select interaction is marked as bounced) and all 10 are unchecked. This fix leaves all of them checked so you can just uncheck the bad message instead of having to remark all of them.

ID

Type

Description

Category

Details

3163

Task

Remove Interactions CompositionsAudit

(None)

The InteractionsCompositionsAudit table was dropped from the database schema since it is no longer used. This provides a performance improvement.

3162

Task

Update stored procedures and add schema changes for Interaction deletes

Interaction History

The iServiceInteractionsMassDelete and iServiceInteractionDelete stored procedures have been updated to fully delete interactions more efficiently.

CHAT

Feature

Create a new Live Chat feature

Chat

A new feature, iService Live Chat, allows agents to interaction live with website visitors. See the Chat User Guide for details.

3234

Feature

Allow contact deletion

Web Interface - General

Created the necessary stored procedures to delete contacts. Agents or contacts that are references as an operator on an interaction are not eligible for deletion.  The contact delete SPs use the existing interaction delete stored procedures and purge all interactions associated with the contact.

2089

Feature

Update Agent Admin and Show Available Button

Chat - Agent Interface

There are 3 parts to this milestone:

1. Changed the Agent Admin page so it uses Angular and Websync to update the agent listing in real time.

2. Added a column to the Agent Admin page named Available, and populated it from the database  

3. Added a button to the agent interface to update the available status in the database, which in turn updates the Agent Admin page.

3191

Feature

Update Action drop down menu for alerts, filters, and forms

Admin Tools - Filters

The list of actions within the Forms, Filters, and Alerts tabs are now segregated according to where they are applicable.

3196

Feature

Add scrolling and sorting to MyQueue Inbox

Msg Queue - My Queue

Added sorting and scrolling to the new MyQueue Inbox view.

3201

Feature

New UserType for Manage Chats page

Chat - Server

Tab.MessageQueue.SuperviseChat- this is the usertype that provides access to the Manage Chats tab where you can see the chat queue. There is no limit to the number of agents that can see this, as it does not provide the ability to engage in actual chat sessions.

3202

Feature

Rename supervise and chat tabs

Chat - Agent Interface

Renamed these tabs to Manage Msgs and Manage Chats

3205

Feature

Update stock response filters sections

Chat - Agent Interface

The stock response section within Agent Chat includes two boxes. Filter - the first box should have a label of filter. This box should only include stock responses in the initial display of the page where the Stock Response Description matches the value entered. The value entered will be saved to a cookie so the agent doesn't have to enter it each time. Keywork Search - the second box will do a keyword search in the response name and response body.

3239

Feature

Sort search by Interaction Type alphabetically

Msg Queue - Search

In the Msg Queue - Search page, when Interaction Type and Interaction Status are selected sort the drop down list in alphabetical order.

3247

Feature

Remove Chrome Frame tags

Web Interface - General

Chrome Frame will not be supported after Jan 2014, and browsers are now displaying a message that is should be uninstalled. It is now removed from the 7.0 release. Users will need to find another solution for old versions of IE.

3238

Feature

Send agent email via form with message from my Message Inbox

Msg Queue - My Queue

New variables within iService forms allowed us to create a form for forwarding any type of interaction. This form can be found on the iService Apps page at http://1to1service.com/Resources/iServiceApps.aspx.

1875

Feature

Allow Stock Responses in Auto Responses

Admin Tools - Autoresponses

Allow stock responses to be inserted into autoresponses and converted when the response is sent. This is very helpful for things like the closings and a footer, which might change from time to time. Without this, each response must be manually edited.

2115

Feature

Add Pid for customer data

Admin Tools - Forms

Allow a contact to be specified using the Pid (parameter ID) for customer information. This will be needed to display the customer data in the Preview Dialer we intend to build. It would function like: $value -customer(name) Pid'x'$ where the x is the value passed to the form.

2121

Feature

Add support for $value -interaction -Pid$

Admin Tools - Forms

Add support for $value -interaction -Pid$ so we can display things like details of a question submitted.

2095

Feature

Convert pages that use variables to forms

Msg Queue - My Queue

Make all iService systems that process $variables$ to use the forms evaluation engine. Systems affected include: Cust Info - Agent Email Cust Info - Note Cust Info - Ticket Message Queue - Supervise Message Queue - My Queue Mass Mailing - Messages Auto response generation

3211

Feature

Save plain text chat history in FilesText

Chat - Server

Record the plain text version of chat history similar to emails.

3134

Feature

Update help links

Admin Tools - Help

Removed the Admin Tools - Help page and the folder containing all the legacy help.  Internal help links within iService are now directed to the appropriate page within iService.info.

2122

Feature

Record availability state changes in the database for reporting

Chat - Server

When an agent clicks the Available / Not available button record the action in the iService database in a manner that is easily reported on.

999

Feature

Highligh messages in the Manage Msgs page by age.

Msg Queue - Manage Msgs

You can now have messages highlighted based upon their age by adding the following css to your website. This can be customized for any tenant or website within a tenant.

https://1to1.iservicecrm.com/1to1service/css/alestyle.css

3159

Bug

agents without segment access cannot see message assigned by automatic process in Message Queue-My Queue

Msg Queue - My Queue

for messages that get forwarded from one segment to another, and a customer replies to an agent response, the customer's email is tied to the original mailbox/topic the original message came in on, even though the message was already forwarded to another segment/mailbox. Agents who do not have access to the original message's segment cannot see the message in My Queue even though the message is assigned to them. The message gets assigned to them by automatic process, resolve to parent resolving agent.

3270

Bug

Sort stock responses in alpha order (Manage Messages and My Queue)

Msg Queue - My Queue

The stock response picker was not displaying the responses in alphabetical order. Corrected this in the My Queue page.

2103

Bug

Send Agent Email action is working without authentication, and marks recipient as operator

Admin Tools - Forms

The form action "Send Agent Email" was not requiring agent authentication, and it was recording the operator as the recipient rather than the operator.

3248

Bug

Message not processing properly

Mail Processor

Customers reported a message format that was not being processed properly. The message format is now properly converted.

3190

Bug

Forward Air message issue

Msg Queue - My Queue

Certain messages were breaking the display within the My Queue page.

2030

Bug

My Queue with more than 10 messages does not display Get Next update

Msg Queue - My Queue

In the My Queue page, if a user has more than 10 messages assigned the Get Next button did not load the selected message. It displayed the list of messages with no message details shown. This was fixed by converting the pagination to a scrolling list. We display the first 10 msg and then the scroll bar should appear.

2109

Bug

Fwd External template not displayed

Msg Queue - My Queue

The Forward External page did not list the external auto response template because a %20 was inserted into the URL variable needed.

3207

Bug

Link command not forwarding

Admin Tools - Mailing

The following command generates a link, but there is no redirect. $linka testurl -text 'this is text for the trackable url' -url 'http://www.1to1service.com'$ produces this URL https://1to1service.iservicecrm.com/Link.aspx?id=&contact=2&value=&hash=723E3DBCA3F3CB729E76126AE4AE596D But, there is not redirect.

3171

Bug

Index changes

(None)

A number of indexes need to be added to tables to improve performance: --For faster RawMessages delete CREATE NONCLUSTERED INDEX IX_NCI_rawMessageID_intID ON [dbo].[InteractionsEmails] ([rawMessageID]) INCLUDE ([interactionID]) GO CREATE NONCLUSTERED INDEX IX_NCI_smtpMesageID ON [dbo].[InteractionsResponses] ([smtpMessageID]) GO CREATE NONCLUSTERED INDEX IX_NCI_interactionID ON [dbo].[MassMailingLinks] ([interactionID]) INCLUDE ([ID]) GO CREATE NONCLUSTERED INDEX NC_index_RMFid_id ON [dbo].[InteractionsAttachments] ([rawMessageFragmentID]) INCLUDE ([ID]) GO --For faster FilesText delete CREATE CLUSTERED INDEX IX_CI_interactionID ON [dbo].[InteractionsCompositions] ([interactionID]) GO CREATE NONCLUSTERED INDEX IX_NCI_bodyFileID ON [dbo].[InteractionsCompositions] ([bodyFileID]) GO CREATE NONCLUSTERED INDEX IX_NCI_bodyHtmlFileID ON [dbo].[InteractionsCompositions] ([bodyHtmlFileID]) GO CREATE NONCLUSTERED INDEX IX_NCI_noteFileID ON [dbo].[InteractionsCompositions] ([noteFileID]) GO

3184

Bug

Mass mailing converted

Admin Tools - Mailing

Since the variables changed in 7.0, we automatically convert the variables that are currently used within Mass Mailing - Messages to the new format. For example, $FirstName$ is replaced with a $value -customer command.

3186

Bug

Convert Website variable to $value

Admin Tools - Websites

Replaced the variables from the Admin Tools - Websites tab with the new $value variables in the DB update.

3193

Bug

Text only emails send blank from Mass Mailing

Admin Tools - Mailing

If you create a mass mailing message without an HTML body, it was sent as a blank message.

3152

Bug

Invalid name in Stock response generates internal error

Msg Queue - My Queue

A typo within the -name parameter of a stock response generated an internal error during preview.

3160

Bug

Update iService HEAD to avoid displaying IE in compatibility mode

Web Interface - General

Instruct IE to use the Edge value

ID

Type

Description

Category

Details

1921

Feature

Broadcast Messages from the Management Console

Chat - Server

This enhancement allows administrators to send messages to any logged in iService agent from the iService Management Console. See the Management Console User Guide for details.

2104

Feature

Enable Full HTML Page edit on the Mailing - Messages RTE

Admin Tools - Mailing

Update that allows saving the full HTML page within the Rich Text Editor for Mailing-Messages. The docType declaration is not included.

2048

Feature

MSG - Update display format for messages

Management Console

Provided CSS to help users layout their messages in HTML. See the iService Management Console guide for details.

2072

Feature

Add RTE to Mailing-Messages page

Admin Tools - Mailing

Added Rich Text Editor to the Admin Tools-Mailing-Messages page for editing and viewing the HTML version of messages.

2078

Feature

Format Mailbox tab layout

Admin Tools - Mailboxes

Updated the mailbox tab layout to reflect selection of POP or IMAP, and to make the changes needed for SMTP Auth to be clear.

2049

Feature

_IMAP Support

Mail Processor

Provided support for IMAP using Afterlogic MailBee.

2066

Feature

MSG - Add UserType to control broadcast message display.

Web Interface - General

To better control the display of broadcast messages, we created a UserType that controls whether the message is displayed to the user.

1982

Bug

Internal error on form submission that is missing a description

Admin Tools - Forms

When a form with a multi-value contact property, like Phone, was created without a description this caused the form to try and create a blank description which triggered an internal error. This is now corrected.

2042

Bug

_Check marks not removed on postback in supervise page

Msg Queue - Supervise

When you selected messages to mass update and then perform an action (e.g. assign the message to an agent(s)), the check marks remained on postback. These are now removed when the mass update is posted.

2052

Bug

$Reset URL$ does not generate password reset link

Admin Tools - Autoresponses

The variable $Reset URL$ was not generating the password reset link. It generated a URL with an invalid GUID. The workaround was to use the Reset GUID with the full URL as below. https://1to1service.iservicecrm.com/PasswordReset.aspx?confirm=$Reset GUID$.

This is now corrected and $Reset URL$ can be used.

2053

Bug

Subscriptions not updating in forms

Admin Tools - Forms

Custom subscriptions management forms were not removing lists when unselected by the user.

2054

Bug

Registration sets random password

Web Interface - General

The built-in registration page within iService was overwriting the users selected password.

2033

Bug

IE9 without Compatibility Mode does not update MyQueue draft response panel when pasting stock response

Rich Text Editor

In IE9 on Windows 7 Pro, if you don't turn on compatibility mode the RTE will not refresh the draft response as you paste in stock responses. If you do turn on compatibility mode, the panel updates every time. Corrected.

2086

Bug

Attachment not showing within Message Queue views.

Mail Processor

A certain format of PDF attachments were not being displayed by iService within the Message Queue views.

2087

Bug

eFax messages not processed

Mail Processor

Some eFax messages were not being processed by iService, although they were popped successfully.

1368

Bug

Date stamp display on Agent Response is incorrect

Interaction History

We previously displayed the time of an Agent Response in history using the creation time, rather than the sent/resolved time. Updated the display in history to show the date/time the response was sent. The time created is in the audit trail if needed.

2028

Bug

Unable to remove files from Find Answers

Find Answers

Un-checking a file attachment and saving the article did not remove the file attachment from a find answers article.

ID

Type

Description

Category

Details

1868

Feature

_Rich Text Editor and HTML as primary view for messages

Msg Queue - My Queue

We have moved away from plain text as the primary view of email since most all email today is viewable and managed as Rich Text. This enhancements adds a new rich text editor (RTE) to allow agents to compose Rich Text and HTML, and presents the original Rich Text email to the agent for responding. It affects all areas of iService where interactions are composed, and most areas where they are presented for viewing. This enhancement is based on the jquery cleditor.

This major enhancement includes the following subparts.

1922 - Integrate a RTE into the iService website (jquery files etc)

1894 - Convert stock responses to a singled RTE body

1923 - Display and edit the HTML mail rather than plain text in My Queue

1924 - Convert incoming inline images from file attachments back to inline image

1925 - Remove the HTML Original Message View (since it is now part of

1926 - Compose HTML response from Supervise

1927 - Compose HTML email from Cust Info - Agent Email

1928 - Compose HTML notes from Cust Info - Notes

1929 - Compose HTML ticket from Cust Info - Tickets

1930 - Add RTE to forms so it can be used for interaction bodies (actions must support RTE input) Design Question, should we put the RTE on the Action Body itself.

1870

Feature

Upgrade to VS2010 and .NET 4

Web Interface - General

We've update the iService solution to VS 2010 and .NET 4. Please note that you must have .NET 4 installed on your Windows server to run version 6 or greater of iService.

1924

Feature

RTE - Retain in-line images within the displayed message body

Rich Text Editor

When an incoming message includes images embedded, we currently save them as attachments and display a placeholder in the message. This enhancement will convert those in line messages into HTML so they can be displayed in the body of the message. This works by saving them to the iService database and inserting a link to those images into the message that is displayed in iService. Similarly, we allow the user to paste images into the response and automatically convert those messages into HTML tags that can be displayed in-line by the user rather than as attachments. NOTE: pasting images into the text area is limited to certain browsers and currently is only supported by Firefox.

1994

Feature

Document example for including RTE in a form body

Admin Tools - Forms

We have provided an example of including Cleditor in a form body. This example is included in the iService Forms Developer User Guide.

1910

Feature

Convert $logged / $FormID in commands to $value

Admin Tools - Forms

Display only commands are now based on the $Value command instead of having a separate command for each type. We have converted each of the dollar logged in commands to the new format which is $Value -loggedin(name)$, etc.The $FormID command is also converted to $Value -formID$. See details within the Forms Developer User Guide.

1971

Feature

Update web service to allow plain text agent email creation

Cust Info - Contact Agent Email

We previously upconverted message content to Rich Text to ensure all SMTP messages were multi-part. This caused an issue for some users that were generating plain-text messages with specific formatting. We now allow the web service to send a Plain Text only version of message agent emails.

2007

Feature

Make the Draft Body taller in MyQueue

Msg Queue - My Queue

Since we are now displaying images and rich text in the draft body, we needed to make the edit window larger.

1930

Feature

RTE - Add RTE to forms so it can be used for interaction bodies (actions must support RTE input)

Rich Text Editor

Since we are now composing primarily in the RTE environment, we needed the ability to include the HTML body into form generated interactions. This will required that actions support HTML bodies coming from the user as well as plain text (e.g., the RTE can be embedded within text areas of the form body). If your form body includes an RTE to allow rich text input, add the parameter -isHTML to the action to which that input is posted so it is properly handled.

1929

Feature

RTE - Compose HTML ticket from Cust Info - Tickets

Rich Text Editor

Embedded the RTE into the Cust Info - Tickets page.

1925

Feature

RTE - Remove the HTML original message tab from my queue

Rich Text Editor

Since we are displaying the HTML message by default, we've removed the fourth tab from the my queue page that was displayed for HTML bodies.

1926

Feature

RTE - Compose HTML response from Supervise

Rich Text Editor

Since we are using the HTML body as the primary message, we've embed the RTE into the supervise page. This page functions similarly to the my queue page.

1928

Feature

RTE - Compose HTML notes from Cust Info - Notes

Rich Text Editor

Embedded the RTE into the notes page on Customer Info.

2014

Feature

Update error message for forms that require login

Admin Tools - Forms

When a form generates a ticket, it requires agent login. If not logged in, the error displayed was "Access Violation". We have improved this by indicating "Your login information does not match our records."

2017

Feature

Add SMTP Auth to mailboxes page

Admin Tools - Mailboxes

Updated the mailboxes page to capture the required attributes for sending email using SMTP Authentication. This method is only used if the Use SMTP Auth checkbox is selected. Checking this box requires the following data: SMTP Port, SMTP User Name, and SMTP Password

1966

Feature

Allow agent reply to notification at beginning of email

Admin Tools - Autoresponses

We've developed a new type of auto response that allows agent's to reply without using the begin marker that requires the agent to type into a specific section of the email. This new auto response only has an end marker, after which you should insert your instructions to the agent. iService will capture everything prior to the END marker and use it for the body of the response sent to the customer. The format for this new auto response variable is $notifyresponsebodyatstart$ and it also requires the use of the $NotifyResponseID$. See the iService Configuration Guide for more details.

1967

Feature

Need RTE on Admin Tools - Auto Response

Admin Tools - Autoresponses

The Admin Tools - Auto Response page now has a singled RTE enabled message body.

1927

Feature

RTE - Compose HTML email from Cust Info - Agent Email

Rich Text Editor

Embedded the RTE within the agent e-mail page with functionality similar to My Queue page.

1850

Bug

Replace NULL within Master Database Tenant Table for mailBoxMode

Management Console

In the tenants database, the default setting for mailBoxMode was NULL... which translated to Async. This is now replaced with an explicit Aysnc setting.

1990

Bug

Filter on decoded message, rather than raw message

Mail Processor

We were previously running message filters against the raw message, rather than in the decoded message body, because we we did not store the decoded message body. We now filter against the decoded message body which is critical for email received in Base64 format that do not suppor regular expression matching.

1932

Bug

Rename the iService service and monitor to iService instead of iService 4

MailPopper Monitor

The dlls for iService are now named iService without a version number.

1846

Bug

Request web service URL when importing tenants and set MailboxPopMode

Management Console

When importing tenants now ask for the web services URL location, which can be different for each tenant if desired.

1986

Bug

Internal error when msg has two attachments with same name

Admin Tools - Autoresponses

When a message had two attachments with the same name, an internal error was generated when we tried to compose the auto response. This has been corrected.

1979

Bug

Internal Error deleting skill that is assigned to a past agent

Admin Tools - Skills

If you attempted to delete a skill that was assigned to a contact that was previously an agent, an internal error is generated. This is now corrected.

1977

Bug

Prevent reassignment from supervise when message is resolved

Msg Queue - Supervise

The supervise page currently allows a message to be assigned that has previously been resolved. When the message is reassigned, it creates a new unsent response. This happens when a supervisor does not refresh their page to see that the message is resolved. Port this change to 5.12.

1968

Bug

Original Message variable not displaying plain text in auto response

Admin Tools - Autoresponses

The original message variable is not displaying a message body for auto responses sent to AAQ. See the attached image.

1852

Bug

Error when draft response is saved from Supervise page and message is assigned

Msg Queue - Supervise

If you saved a draft response in the supervised page and then assigned the message to an agent, it did not appear in the agents inbox. Even after using the reset.aspx, reloading the browser, and clicking, the message was not appearing in the agent's inbox. The only way to get the message was to unassign it and then reassign it. This has been corrected.

1894

Bug

RTE- Convert stock responses to use a single rich text body

Web Interface - General

Converted the stock response admin tab into a single RTE enabled text area, rather than separate plain and HTML bodies. The HTML version is down converted to plain text automatically.

1905

Bug

Internal Error when -group is used in action but not form

Admin Tools - Forms

If you included a value in the Group parameter section of an action but the form body did not include that group, an internal error was generated. This is now corrected and the invalid group parameter is ignored.