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Makes it possible to configure a dial list so that it will only provide agents with work during a permitted calling time window.
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When clicking Next, an agent will only receive work for permitted calls.
A supervisor can configure permissible call times and time zone when creating or editing a Dial List.
Two new Dial List fields are included in the package to record the time zone, start and end time of the permissible call times window. These are not displayed on page layouts by default.
Allows a dial list's priority to be set relative to other dial lists.
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When an agent clicks Next they will retrieve an entry from the list with the highest priority before entries from lists with lower priority if they are assigned to more than one dial list.
A supervisor can define a dial list's priority by providing a value when creating the dial list with filters or by editing the VCCConnect__Priority__c field for an existing dial list.
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The mechanism for refreshing dynamic dial lists has been moved to Queueable Apex. This change prevents agents from waiting several seconds for queries over large data sets to complete before being allocated new work.
Pending dial entries are not deleted during the list refresh but are reused where possible, reducing the number of Dial Entry records that are deleted over time.
A new field labelled "Outstanding calls expire time" has been added to custom settings. The value you set in this field defines how regularly a batch job runs to calculate how many outstanding calls there are for your dial lists. Increasing the time between each recalculation decreases the number of batch jobs requested.
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Salesforce administrator can set a value for Outstanding calls expire time in custom settings.
When creating a dial list from a filter an error was seen when attempting to generate a list using a filter on a Number, Date or DateTime type with empty value
Now, when creating a dial list from a filter, if you add a filter for a Number, Money, Date or DateTime field with an empty value the dial list generated will include entries that have no value in that column.
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Supervisor can create a dial list filtering on Number, Money, Date or DateTime fields typing empty filter value.
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The following button and fields are removed in this version.
Refresh List | VCCConnect__Refresh_List | Button (defined on VCCConnect__DialList__c) |
List Entries | VCCConnect__List_Entries__c | Custom field (defined on VCCConnect__DialList__c) |
Calls Outstanding | VCCConnect__Calls_Outstanding__c | Custom field (defined on VCCConnect__DialList__c) |
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After upgrading, the System Administrator should delete these components in the Org. No action is needed on fresh installations.
Campaign Member pick list value for List Type in Dial List builder is no longer available.
NOTE: When there are active Dial Lists based on Campaign Member, after installation of the package they could cause "Argument cannot be null" exception in the Dialler.
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When upgrading, an administrator should delete this pick-list value manually and delete all active Dial Lists that are based on Campaign Member. No action is needed on fresh installations.