February

Here’s what happened in Calabrio ONE in February 2021.

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in February 2021.

Call Recording and QM

Cisco shared ACD lines (February 9): For integrations with Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) version 12 or 12.5, you can now use the Calabrio ONE Device Associations page to associate a single agent to two devices that share the same ACD line (DN). This enhancement is especially helpful for organizations with agents who use physical phones when in the office and softphones when working from home. Most of the configuration for this feature takes place within the Cisco ACD.

Resolved issues

These tables list the issues that we fixed in each release in February. The most recent release is first.

February 23 (build 895)

Issue	Component	Subcomponent	Issue Description
SAAS-53926	Platform	General	The “root recording end of call workflow” query was running slowly. This fix optimizes this query’s performance.
SAAS-56748	QM	General	The User Recording Status report was causing an out-of-memory error.
SAAS-65737	QM	Recording Client Monitoring	Worked around a Windows and WebRTC issue that caused screens to not scale correctly in live monitoring for some user-selectable options.
SAAS-65742	QM	Server-Based Recording Service	Fixed an issue that prevented Calabrio ONE from sending some types of notifications.
SAAS-65637	QM	Smart Desktop Record Service	Fixed a problem caused by the computer going to sleep before Smart Desktop Capture had fully started up.
SAAS-65809	QM	Smart Desktop Record Service	Fixed a problem that AES-256 recordings encryption was causing with other file types.

February 16 (build 892)

Issue	Component	Subcomponent	Issue Description
SAAS-65443	Analytics	Desktop Analytics	Added a check for duplicate event names to prevent users from giving an event a name that already exists.
SAAS-60721	QM	Evaluations	If an evaluator clicked Add Comment or Update Comment more than once, the comment would be duplicated on the evaluation form.
SAAS-65798	QM	Smart Desktop Record Service	Fixed a recording problem caused by a conflict with the exclusion list.

February 9 (build 886)

Issue	Component	Subcomponent	Issue Description
SAAS-65622	QM	Contact Explorer	If users exported a contact, a notification told them the exported file would be automatically deleted after 24 hours, even if the user’s system was configured to delete files after a different amount of time.
SAAS-65702	QM	Server-Based Recording Service	Updated the SDC and VRS to use current WebRTC capabilities to reduce issues other applications (that use WebRTC) can cause.
SAAS-65308	QM	Workflows	Users could not add secondary conditions to an existing workflow condition or import a list of conditions that use the “Contained in list” operator.

February 2 (build 884)

Issue	Component	Subcomponent	Issue Description
SAAS-65604	QM	Contact Explorer	Ad-hoc review tasks that required the assignee to listen to 100% of the call were not removed from the Contact Queue when completed.
SAAS-65591	QM	Recording Reconciliation	(Cisco Unified Contact Center Enterprise integrations) Metadata was not correctly attaching to calls.
SAAS-65648	QM	Workflows	Users were not able to save workflows if the Is or Contains conditions contained special characters. This fix allows special characters with these operators.