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Freshcaller : Release notes

Hi Everyone! 


We will utilise this thread to broadcast the updates on bug fixes that are deployed from our end :)


Please do share your thoughts and we would love to strike a conversation with you to ensure that you have the best experience with Freshcaller :D




RELEASE NOTES : APRIL



APRIL 14th:


1) Warm transfer from browser to mobile app:


Warm transfer initiated by agent 1 from browser to the agent 2 using mobile app was not working.

The issue is fixed now.


2) Call Transfer : Resume call option is unavailable in mobile app:


Agent 1 makes a call in the app, transfers the call to agent 2 using app, when agent 2 ignores the call, the call did not resume for agent 1.


3) Mobile app : Unable to create ticket for calls transferred from browser:


Calls transferred by agent 1 using browser to the agent 2 using mobile app did not allow the agent 2 to create ticket after the call got over.


4) Same agent logged into multiple devices : Call is not disconnected in other devices even when call is accepted by the same agent in one of the devices


An agent is logged into two different devices. Even after the agent accepts the incoming call in the first device, the call did not automatically get disconnected in the second device.


APRIL 20th:


1) Number accessibility : When number accessibility for a number is given to an agent, it does not get updated until refreshed


Agent is logged in to the system, admin grants access to the agent, however, unless the page is refreshed by the agent, the changes will not get reflected.


APRIL 30th :


1) Unable to transfer the call once the agent added in a conference leaves the call:


Agent 1 adds agent 2 on conference call after placing the customer on hold. After agent 2 gets disconnected from the call, Agent 1 was unable to transfer the call to anyone else.


2) Primary integration change issue:


Consider an account that is linked to Freshdesk and Freshsales. Freshdesk is initially set as the primary integration. 

If the integration is deleted or disabled, the integration that was created next should be marked as primary. 


RELEASE NOTES : MAY 



MAY 28th:

1. Changing the country flag from the dropdown area in Freshcaller widget within Freshdesk doesn't reflect the selected country's code once the number is entered. The issue is resolved

2. Freshcaller allows allows a maximum of only 2 calls simultaneously for trial customers

RELEASE NOTES : JUNE


JUNE 12th :


1) Having a blank message as custom ringtone hangs up the call when the calls comes via an IVR Menu :


When a blank message is set up in the custom ringtone section for a number and IVR is configured for that number, when the user presses 1 ( for instance) to get redirected to a particular call queue, the call got disconnected. The issue has been fixed


JUNE 19th :


1) Voicemail ticket creation issue in Freshservice :


Tickets for voicemails were not being generated automatically in Freshservice and the issue has been fixed now


JUNE 25th :


1) On creating a Freshcaller account from Freshdesk, Freshcaller widget inside Freshdesk does not load unless a Freshcaller sign in is authenticated in another tab:


If a new Freshcaller account has been created from Freshdesk account, the Freshcaller widget inside Freshdesk does not load automatically, unless Freshcaller sign in is initiated in a separate tab.


JUNE 27th :


1) Call filters and Call logs export not working for languages other than English :


When the account has been set to any language other than English, the call logs export and filters in the call metrics section do not fetch any results.



 



RELEASE NOTES : JULY 



JULY 4th :


Default hold message not being played on loop:


Default hold message is not being played on loop, whereas custom hold message plays on loop. Now, default hold message, custom hold message and the default hold message during warm and cold transfer works properly

RELEASE NOTES : JULY

JULY 11th :


1) Agent availability status not turning busy while an agents records a message after setting the status as on Mobile :


Agent status did not become busy automatically. This has been fixed now.

PS : Recording will be disabled while agent is busy/ACW

JULY 12th :

1) Delay in logging into Freshcaller app :


Upon logging in using  Freshid/SSO, there was a considerable delay in the page getting loaded in Freshcaller app. This has been fixed now

2) App Crash :


Freshcaller app crashes after logging out in Marshmallow devices. The issue has been fixed.


3) Forced logout should happen in web and mobile app once the agent resets the password:


The user session was still active even when the password was changed in both web and app versions. This is resolved.

RELEASE NOTES : JULY


JULY 16th :


1) Incoming call is in SIP phone not showing up on Freshcaller browser


When an agent is available on SIP phone, the agent is not be able to see the in conversation widget for the corresponding in the browser once the call is answered on the SIP phone.


2) QUEUE POSITION MESSAGE :


QUEUE POSITION MESSAGE IN THE WAIT QUEUE IS NOT GETTING PLAYED AND CALLS HANGS UP IN TWO SCENARIOS (ONLINE BUT NOT ANSWERING/ OFFLINE)


3) WAIT QUEUE - CALL GETS DROPPED :


IN THE WAIT QUEUE, WHEN THE CUSTOMER PRESSES * IN WAIT QUEUE FOR TWO SCENARIOS (ONLINE BUT NOT ANSWERING/ OFFLINE), THE CALL GETS DROPPED. IDEALLY, IT HAS BE ROUTED TO THE VOICEMAIL MENU.


4) When an agent goes offline, live dashboard was not displaying last active time of the agent correctly.


All the above issues have been resolved


5) Enhancement :


LIVE DASHBOARD - AGENT LIST EXPERIENCE ENHANCEMENT


Agent list in the live dashboard will have


1) List of statuses. It will default to "All agents"

2) There will be a search option based on "Agent name"

3) Clicking on a particular status should load only the agents in the specific statuses.

RELEASE NOTES : AUGUST

AUG 6th :

Contact name not displayed in the in-conversation window during ongoing call :

When a contact is saved in FC, and call is made to that number, contact name was not displayed in the in conversation window

AUG 13th :

a) Callback (Queue call back) time in export should be in HH:MM:SS format. Earlier, it was displayed only in seconds.
This has been resolved

b) CALLER WAS NOT ROUTED TO VOICEMAIL WHEN THEY PRESS * FOR AGENT - OFFLINE FALLBACK IN THE WAIT QUEUE, this has ben fixed

c) Call recording not happening specifically for outgoing calls.It is working as expected now.

d) Concurrency issue - Two agents are able to accept callback request successfully at the same time
Scenario : Two agents are a part of the queue and are offline ; incoming call is sent to wait queue and callback is requested
Now, both the agents become online and get callback request

Expected: When both agents simultaneously accept call back request, outgoing call should be initiated for one agent only.
This is fixed now.

e) ONCE CALLBACK CALL IS ACCEPTED ON SIP DEVICE, IN CONVERSATION WIDGET DOES NOT APPEAR ON BROWSER.
This is resolved

AUG 29th :

Company details not getting synced in Freshcaller : 

Scenario : Have a company with a contact linked to it .Now a call is made to that contact. The company details should get updated.

This is fixed now

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