Cloud Contact Center Software Five9 Release Notes Spring 2018 Release Updated May 23, 2018 This document describes changes to features, behavior, and documentation implemented in the Spring 2018 Release of the Five9 Virtual Contact Center. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2018 Five9, Inc.
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Five9 Release Notes
Contents What s New... v Five9 Spring 2018 Release... 1 Password and Security Questions Requirements... 1 All Applications and Products: Upgrading TLS 1.0... 1 Installation Requirements... 2 Plus Applications... 2 Preparing Your Proxy Server... 2 Multiple Softphone Versions... 3 Softphone Upgrade... 3 Softphone Status Indicator... 6 Java Applications... 6 Enhancements... 6 Plus Applications... 7 Text Channels Administrator... 7 Supervisor Plus... 7 Agent Desktop Plus... 8 Plus Adapter for Agent Desktop Toolkit... 8 Plus Adapter for Salesforce Lightning Experience... 8 Plus Adapter for NetSuite... 9 Java Applications... 9 Administrator... 9 IVR... 9 Supervisor... 10 Dashboards and Reports... 10 Developer Applications... 10 Configuration Web Services... 10 REST API... 11 Virtual Desktop Infrastructure... 11 Workforce Management... 11 Resolved Defects... 11 Plus Applications... 11 Agent Desktop Plus... 12 Five9 Chat, Email, and Social... 13 Plus Adapter for Agent Desktop Toolkit... 13 Plus Adapter for Salesforce Lightning Experience... 14 Plus Adapter for Salesforce... 15 Plus Adapter for Oracle Service Cloud... 17 iii Five9 Release Notes
Plus Adapter for NetSuite... 19 Plus Adapter for Microsoft Dynamics CRM... 20 Plus Adapter for Zendesk... 21 Java Applications... 22 Administrator... 22 Supervisor... 22 Agent... 22 CRM Integrations... 22 Dashboards and Reports... 24 Known Limitations... 24 Supervisor Plus... 24 Plus Adapter for Salesforce Lightning Experience... 25 SightCall Plug-In... 25 iv Five9 Release Notes
What s New Chapter 2 This table lists the changes made to Five9 Spring 2018 Release: Release Changes May 2018 Updated the description of port 8083 for the Five9 Softphone Service in Plus Applications. April 23 Added Password and Security Questions Requirements. Added detailed Installation Requirements. Added Virtual Desktop Infrastructure to the list of enhancements. April 9 Updated the TLS 1.0 disablement date to June 13, 2018. Removed Brazilian Portuguese. March 30 Initial release of the notes for the Spring 2018 Release. v Five9 Release Notes
This document summarizes the key changes and enhancements that will be available when your domain is upgraded to the Spring 2018 release. Refer to the Five9 Technical Requirements Guide to determine if your current IT infrastructure can support new and improved features. All details will be described in the appropriate product documentation after the upgrade is completed. Password and Security Questions Requirements All Applications and Products: Upgrading TLS 1.0 Installation Requirements Enhancements Resolved Defects Known Limitations Password and Security Questions Requirements If you set your password on or before November 2nd, 2017, you must change your password and set three security answers before your domain is upgraded to the Spring 2018 Release. If you do not update your information before the release, your users (administrators, supervisors, agents, and API users) will not be able to log in until they have updated their password and answered the security questions. All Applications and Products: Upgrading TLS 1.0 TLS is the Transport Layer Security protocol that provides secure data exchange between communicating applications. TLS 1.0 has a vulnerability that might enable attacks and decryption of communications between the client and server. For more information, see Migrating from SSL and Early TLS. Five9 will disable TLS 1.0 on June 13, 2018. Therefore, you must upgrade your software to support TLS 1.1 or 1.2 as soon as possible. Otherwise, your applications that use TLS 1.0 to communicate with Five9 will fail after Five9 disables TLS 1.0. For details, refer to the Five9 TLS Disablement and Five9 Technical Requirements guides. 1 Five9 Release Notes
Installation Requirements Installation Requirements Ensure that users have permission to download the software that they need. Plus Applications Java Applications Plus Applications You can install only one new softphone in each workstation, and you can open one softphone instance in a browser, but you can use one softphone instance in each browser simultaneously. Port 8083 is now required in the agents workstations for the Five9 Softphone Service WebSocket TCP connection. Ensure that no other processes are using this port. See TCP/ UDP Port Requirements for Softphone Customers in the Technical Requirements guide. Preparing Your Proxy Server Multiple Softphone Versions Softphone Upgrade Softphone Status Indicator Preparing Your Proxy Server This section applies to you if you use an HTTP proxy. If you do not create an exception before you install the softphone, it will fail. The exception describes in your proxy server when workstations should use the proxy. Ensure that localhost WebSocket traffic to port 8083 does not go through the proxy. In Windows LAN settings, depending on your configuration method for the proxy server, use either option: Automatic configuration: Ensure that your PAC file contains this exception: ws://127.0.0.1:8083/* Manual configuration: Enable Bypass proxy server for local address. The syntax of the exception depends on your proxy server. For example, if you use Windows Group Policy to update your proxy server, update your PAC file with this parameter: if (shexpmatch(url, "ws://127.0.0.1:8083/*")) { return "DIRECT"; } When done, distribute your PAC file to all clients with your usual distribution method before you install the softphone. 2 Five9 Release Notes
Installation Requirements Multiple Softphone Versions You do not have to remove the Summer Release 2017 softphone before you install the Spring 2018 release softphone. However, each workstation can have only one Spring 2018 release softphone whether the previous or current installation attempt is to user or system space. If you try to install an additional Spring 2018 release softphone, you will see an error message such as this one. Note that the error message refers to the Five9 Softphone Service (Spring 2018 release). In the Control Panel, the softphones are labeled as follows: Summer Release 2017: Five9 Softphone Spring 2018 release: Five9 Softphone Service You would need to remove only the Five9 Softphone Service program. Softphone Upgrade The process depends on your permissions and requirements. For a complete description for administrators, see Installing the Five9 Softphone for Plus Applications in the Basic Administrator s Guide. Administrator. You can install the softphone with the system space installer. The same information applies to standard and virtual desktop implementations. Install the extensions by group policy or at the command line before installing the softphone. If you do not install the extensions and the softphone at the same time, when your agents log in the first time after the installation, they will see a warning that instructs them to contact their administrator to finish the installation. Download the files before the upgrade: To minimize agent downtime, you can download the extensions and installers appropriate for your domain: Softphone installers and extensions for Firefox and Safari All installers are identical for North America and EU domains. 3 Five9 Release Notes
Installation Requirements Chrome extensions: Five9.com web store Five9.eu web store Five9.com CRX extension file Five9.eu CRX extension file Before your domain is upgraded, use the system space installer at the command line: Important If you use virtual desktop (Windows platform only), you cannot install the new softphone before your domain is upgraded. msiexec /qn /i Five9SoftphoneService.msi SYSTEM_SPACE_MODE=1 ALLUSERS=1 After you install the components, the softphones from the Summer Release 2017 and Spring 2018 release will not interfere with each other: agents will continue to use the Summer Release 2017 softphone until your domain is upgraded. At that time, the Spring 2018 release softphone will be used automatically, and agents will start to work immediately. After your domain is upgraded, use the system space installer at the command line or the user interface in the Five9 Portal. Important Citrix XenApp Server is not compatible with Firefox and Chrome 64-bit browsers. You must use 32-bit browsers. Also verify that the ExcludedImageNames key in HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Citrix\CtxHook does not contain the firefox.exe or chrome.exe processes. In the list of programs for Virtual IP virtual loopback, add these processes: Five9SoftphoneService.exe, firefox.exe, and chrome.exe. If you use virtual desktop, you need to uninstall and reinstall the proxy and the client. The latter uses the same port as the Five9 Softphone Service. Install the softphone as follows: Virtual machine where the VDI proxy is installed: Use this command to install the softphone (equivalent to the VDI option enabled in the user interface installer). msiexec /qn /i Five9SoftphoneService.msi SYSTEM_SPACE_MODE=1 VDI_ PROXY_MODE=1 ALLUSERS=1 Terminal where the VDI client is installed: Use the system space method command to install the softphone (equivalent to the VDI option disabled in the user interface installer). msiexec /qn /i Five9SoftphoneService.msi SYSTEM_SPACE_MODE=1 ALLUSERS=1 4 Five9 Release Notes
Installation Requirements You can use the Windows (MSI) or Mac (DMG) installer in the Tools & Add-Ons section of the Five9 Portal for user and system space installations. Non-administrator users who have permission to use this installer do not see the system space and VDI proxy options that are shown in the Windows and Mac examples below. Example Windows installer with the system space and VDI proxy options. System space and VDI proxy options. VDI requires both options. Example Mac installer with the system and user space options (top figure) and the password window (bottom figure). Administrators see the system space option. Other users do not see this option. Installation to user space starts automatically. Agents. If you do not install the softphone before the upgrade, agents will upgrade their own software during or after the upgrade. The installation process takes a few minutes. Prompted installation: If they are working during the upgrade, they will be prompted to install the components appropriate for their browser without having to log out first. 5 Five9 Release Notes
Enhancements If they are not working during the upgrade, they will be prompted the first time that they log in after the upgrade. Manual installation: After the upgrade, if they have permission to manually install the softphone, they may download the components from Tools & Add-Ons and install them manually. Softphone Status Indicator Once the softphone is installed, a new icon in the system tray displays the connection status between the browser and the softphone: waiting, connected, or an error. Windows Mac Java Applications You will need to download the new versions of the Five9 Java applications that you use among these: Administrator, Supervisor, and Java Agent applications The first time that users log in after your domain is upgraded, the new applications, including the softphone, will be automatically downloaded and installed. Stateless CRM integrations Users will be prompted to stop their application and to close their browser. Afterward, the new application, including the softphone, will be automatically downloaded and installed. Enhancements Plus Applications Java Applications Dashboards and Reports Developer Applications Workforce Management 6 Five9 Release Notes
Enhancements Plus Applications Text Channels Administrator Supervisor Plus Agent Desktop Plus Plus Adapter for Agent Desktop Toolkit Plus Adapter for Salesforce Lightning Experience Plus Adapter for NetSuite Text Channels Administrator For more information, see the new Text Channels Administrator s guide after the release. Redaction of sensitive data. For PCI compliance, default rules enable you to redact in real time your customers personal information, such as credit card numbers. In addition, you can create and manage new redaction patterns to ensure that you never store sensitive information. UTF8. Now supported. Supervisor Plus Java Runtime Environment (JRE) is no longer required. Five9 Supervisor Plus is a web application that displays real-time contact center information. Supervisors can review call performance and queue statistics for text and voice channels, view callbacks, voicemail recordings, and session history. The application contains these additional features, for example: Support for Mac OS and Windows, main browsers (Chrome, Firefox, Safari, and Internet Explorer). Improved configurable statistics views Same single sign-on feature as Agent Desktop Plus. Ability to display tables in tight, compact, or comfortable spacing formats. My Views is a dashboard that enables supervisors to create data layouts. Improved filtering with configurable preset filters, sorting, and searching. Improved agent monitoring interface that enables supervisors to move between agents on call with a single click. Alerts with sound and color that can contain with more than one condition. Ability to share alerts, filter settings, and view settings with other supervisors. Additional permissions to log into the Java or the Plus application. Supervisors can log into Agent Desktop Plus and Supervisor Plus concurrently in separate tabs of the same browser. 7 Five9 Release Notes
Enhancements More than 40 new text channel statistics. Agent Desktop Plus For more information, see the Agent Desktop Plus User s Guide after the upgrade. Reply to a closed email interaction. Agents can now reply to a closed email interaction in Contact History or in My Activity. Manual selection. When agents manually select email interactions, they can see up to 200 messages in their queues. Assistances in email, chat, and social interactions. Agents can now see the last five used assistances at the top of the list of assistances. Agents can also preview and search assistances before selecting one. Embedded connectors. Connectors displayed in agents browser tabs are supported for email interactions as long as agents remain in the tab until the interactions are closed. Plus Adapter for Agent Desktop Toolkit For more information, see the Plus Adapter for Agent Desktop Toolkit User s Guide after the release. The toolkit now provides an intuitive agent desktop integrated into the CRM application. You may customize the interface with a style sheet, and you may use single sign-on. Agents can continue to personalize the customer s journey with the information gathered by engagement workflow. The enhancements apply to Five9 chat, email, and customer journey analytics. Five9 added a system space installer to the Internet Explorer softphone tool bar. Plus Adapter for Salesforce Lightning Experience The Plus Adapter for Salesforce Lightning Experience is an integration optimized for the Five9 voice and text channel agent. With Five9 channels, you can take advantage of Five9 Web Analytics and realtime routing for voice, email and preview, proactive, and standard chat. You can now use the Salesforce Einstein connector, which is an IVR module that you can use to query Salesforce Einstein NLP and more. If you use Salesforce Omni-Channel, you may request from Professional Services the new Salesforce presence API, which enables you to determine what 8 Five9 Release Notes
Enhancements Salesforce or Five9 channel the agent is using. The agent and customer experiences are improved to ensure that agents in blended environments are routed the maximum number of interactions from the Five9 and Salesforce delivery systems. Agents who use Five9 Omnichannel can use Salesforce Omni- Channel (Salesforce email, Live Agent chat, and more) and Five9 voice in a single, optimized Lightning desktop. With Natural Language Processing (NLP), you can determine in real time customer sentiment to route the interaction to the best agent. Usability has been enhanced for processing voice interactions, such as for handling recent calls, transfers, conferences, and other productivity improvements. Single sign-on and Salesforce Shield, an encryption application, are now supported. For more information, see the Plus Adapter for Salesforce Lightning Experience User s Guide after the release. Plus Adapter for NetSuite Five9 added a system space installer to the Internet Explorer softphone tool bar. Java Applications Administrator IVR Supervisor Administrator For more information, see the Basic Administrator s and Campaign Administrator s guides after the release. New agent permissions. You may grant to agents permission to transfer chat, email, and social interactions and to create chat conferences in Agent Desktop Toolkit. Five9 Global Voice. Five9 Global Voice now supports Calabrio Quality Management, which enables you to reliably record agents regardless of their location. IVR For more information, see the IVR Administrator s Guide after the release. 9 Five9 Release Notes
Enhancements Engagement workflow. Engagement workflow enhances the Five9 real-time routing engine, which enables you to personalize the customer s journey with the next best action. This feature is a customizable end-to-end workflow for email and voice interactions. With artificial intelligence tools, such as Five9 NLP and Salesforce Einstein, you can predict your customer s behavior and recommend an action based on your business processes and customer data. You can increase the productivity of your employees by identifying the best agent for each interaction and enhance your customers experience by providing to the agent all the relevant information. You can run campaigns, including VIVR and associated callbacks, without a DNIS. Supervisor For more information, see the Supervisor Plus User s Guide after the release. Supervisor ipad now supports G711 SRTP. Dashboards and Reports Five9 Performance Dashboards for voice and text channels are now available in the Five9 Portal. The dashboards contain information about all user roles, dynamic displays, KPIs, historical trends for up to 1000 agent seats. You can perform these actions: Monitor and manage in real time your day-to-day operations so that you may optimize the statistics and widgets of your contact center as needed. Customize the layout and the calculations. Connect with external CRM systems, such as Salesforce. Developer Applications Configuration Web Services New methods and resources have been added. These methods have been removed from the API: getagentauditreport, getagentauditreportcsv, getcalllogreport, and getcalllogreportcsv. You must now use runreport. For more information, see the Configuration Web Services API Developer s Guide after the release. 10 Five9 Release Notes
Resolved Defects REST API For more information, see the VCC Agent and Supervisor REST API Developer s Guide after the release. Supervisor. Five9 has added requests, parameters, events, and errors for Supervisor Plus. Agent. Five9 has added and updated many requests, parameters, events, and errors. Virtual Desktop Infrastructure For more information, see the Configuring a Virtual Desktop guide after the release. You can now use multiple browsers. Each browser can have one softphone instance. Workforce Management Verint. Agents can now be individually synchronized between VCC and Verint. Calabrio. You can now transfer VCC recordings and associated metadata to Calabrio, which enables you to record PSTN and gateway stations. However, these recordings are excluded: screen recording, live monitoring of audio and screen, mono-only recordings (no speaker-separated recordings available for speech analytics), pause and resume in Calabrio, and desktop analytics. Calabrio Quality Management with real-time events, with which Calabrio records natively on the agent desktop, cannot be combined with the transfer of VCC recordings to Calabrio. Calabrio Quality Management with real-time event is now supported for Five9 Global Voice. Resolved Defects Plus Applications Java Applications Dashboards and Reports Plus Applications Agent Desktop Plus 11 Five9 Release Notes
Resolved Defects Five9 Chat, Email, and Social Plus Adapter for Agent Desktop Toolkit Plus Adapter for Salesforce Lightning Experience Plus Adapter for Salesforce Plus Adapter for Oracle Service Cloud Plus Adapter for NetSuite Plus Adapter for Microsoft Dynamics CRM Plus Adapter for Zendesk Agent Desktop Plus When agents perform cold transfers to PSTN numbers, the option to return the calls to them if they are not answered is now disabled. (DE23227) When agents are calling back customers, the callback indicator in their interface is now accurate. (DE23635) To ensure that the agents state timer is not changed, supervisors should instruct their agents not to refresh their browser. (DE23643) If your agents enter invalid information while editing call variable fields, the field is now highlighted. (DE23649, DE23709) The interaction history of a contact now displays all previous interactions with the contact. (DE23706) After agents change their ready state during a call, they now receive business voicemail messages reliably. (DE24044) The state of the agent is now displayed accurately. (DE25408) In domains enabled for TCPA, agents are not informed about the cause of a dialing restriction. This event may occur, for example, when an agent previews a call while another agent is adding the number to the do-not-call list. (DE25766) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) Queue and agent statistics are now refreshed as needed. (DE26620) To ensure correct search results, use CRM fields as search criteria. (DE26677) 12 Five9 Release Notes
Resolved Defects For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) Performance issues, such as slow typing ability, have been improved. (DE26805) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Five9 Chat, Email, and Social Agents can now respond to a chat message regardless of their messaging permission. (DE24725) After a domain migration that occurred during a chat conference, all parties are still in the conference. (DE24023) The browser notification for new email messages that are manually selected no longer contain HTML tags and symbols. (DE27291) You can now use custom variables in the forms of assistances. (DE21508) Plus Adapter for Agent Desktop Toolkit Broadcast messages that agents receive now contain the message and the names of the sender and recipients. (DE25238) For agents who use the Chrome browser with the Mac platform, the maintenance notice page is now displayed correctly when it is resized so that agents can acknowledge the future changes. (DE25822) For users of the Safari browser in the Mac platform, the Customer Portal now opens in the main page instead of the tool bar. (DE25987) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) While listening to audio files, the slider now functions normally. (DE26329) When Graceful Agent State Transition is enabled, the agents ready timer is no longer reset if agents change their state to (pending) not ready during a call. (DE26546) When transferring a call or creating a conference, the Dial button is now enabled. (DE26609) 13 Five9 Release Notes
Resolved Defects In the adapter, the campaigns menu now opens at the first click as expected. (DE26693) For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) When selecting a disposition from a list that contains more than 10 dispositions, agents no longer need to scroll down a second time to verify that the correct disposition was selected. (DE26969) After a change of network, adapters are reconnected and calls in progress continue automatically. However, for PJSIP stations agents cannot hear their customers. (DE26950) A connection is restored only after heartbeat expired (more 4 min) and station not reconnected forcibly. Specifically, on network switch (from WAN to WiFi), the connection cannot be restored until the server-side heartbeat expires. Secondary after connection restored the one way audio observed from station not restarted to new location. To update My Calls Today, agents may need to refresh the adapter. (DE27077) At the end of a call, the End button is enabled after the agent selects a disposition by using the arrow keys. (DE27226) This issue occurs only when you create a multi-level disposition structure that contains flags for certain dispositions to be used only for transfers or conferences. After agents complete and dispose a call without transferring it or creating a conference, the restrictive flags are no longer listed as disposition options. (DE27780) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Plus Adapter for Salesforce Lightning Experience In this release, Five9 improved the usability and performance of many voice, chat, and email features. Single sign-on is now supported. (DE26908) If agents receive a preview task with multiple matches and browse a record before dialing the contact, the call log is now populated and is associated with the object. However, agents who use the console mode should not browse to new objects during preview to avoid the issue. (DE25703) 14 Five9 Release Notes
Resolved Defects If agents return to a chat conference that they left, a notification is now displayed. (DE25730) In domains enabled for TCPA, agents can no longer paste or drag and drop a phone number in the retype field. (DE24068, DE24069) When using click to call, agents no longer need to also click Dial. (DE25969) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) In domains enabled for TCPA, the retype field is now displayed if Click-To-Call is enabled when agents select a number from the speed dial list. (DE26301) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) To update My Calls Today, agents may need to refresh the adapter. (DE27077) The Salesforce Streaming API was removed from the Plus Adapter for Salesforce. (DE26717) Version 2.37 of the managed package contains these changes: If you use Salesforce Shield encryption, you can appropriately match and screen pop. These custom fields were removed: Five9CallbackCampaignId Five9CallbackCampaignName Five9CallbackId Five9CallbackNumber Salesforce allows the removal of custom fields that were included in previous versions of a managed package. However, if you upgrade to the new package version, the definitions of the custom fields that were removed are still available in your organization. Before explicitly deleting these custom field definitions, review the potential impact and take appropriate actions. The managed package now contains 13 activity fields. (DE26271, DE25403) Plus Adapter for Salesforce incoming calls are now associated with the current leads instead of the previous ones. (DE25708) 15 Five9 Release Notes
Resolved Defects For agents who use the Chrome browser with the Mac platform, the maintenance notice page is now displayed correctly when it is resized so that agents can acknowledge the future changes. (DE25822) Custom object windows are now displayed automatically. Agents no longer need to open them manually. (DE25839) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) Only the call variable and contact fields that conform to agent and layout settings are displayed in the adapter. (DE26288) In Internet Explorer, agents can no longer click phone numbers in Salesforce records. (DE26300) In domains enabled for TCPA, the retype field is now displayed if Click-To-Call is enabled when agents select a number from the speed dial list. (DE26301) While listening to audio files, the slider now functions normally. (DE26329) For agents who use the Chrome or Firefox browser with the Mac platform, agents can now scroll to the bottom of the Help menu. (DE26482) When Graceful Agent State Transition is enabled, the agents ready timer is no longer reset if agents change their state to (pending) not ready during a call. (DE26546) The Salesforce Streaming API was removed from the Plus Adapter for Salesforce. (DE26717) For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) After a change of network, the adapter is reconnected and a call in progress continue automatically, including the audio portion. (DE26950) When selecting a disposition from a list that contains more than 10 dispositions, agents no longer need to scroll down a second time to verify that the correct disposition was selected. (DE26969) If you use Salesforce Shield to encrypt fields, be aware that once a field is encrypted, you cannot decrypt the field without contacting Salesforce to completely disable the encryption. (DE27074) 16 Five9 Release Notes
Resolved Defects To update My Calls Today, agents may need to refresh the adapter. (DE27077) At the end of a call, the End button is enabled after the agent selects a disposition by using the arrow keys. (DE27226) The Calls Today button and its tool tip are now available in the supported languages other than English. (DE27265) When a supervisor logs out an agent, the agent sees an explicit message about the supervisor's action. (DE28011) This issue occurs only when you create a multi-level disposition structure that contains flags for certain dispositions to be used only for transfers or conferences. After agents complete and dispose a call without transferring it or creating a conference, the restrictive flags are no longer listed as disposition options. (DE27780) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Version 2.37 of the managed package enables you to appropriately match and screen pop if you use Salesforce Shield encryption. In addition, these custom fields were removed: Five9CallbackCampaignId Five9CallbackCampaignName Five9CallbackId Five9CallbackNumber Salesforce allows removing customs fields that were included in previous versions of a managed package. However, if you upgrade to the new package version, the definitions of the custom fields that were removed are still available in your organization. Before explicitly deleting these custom field definitions, review the potential impact and take appropriate actions. The managed package now contains 13 activity fields. (DE26271, DE25403) Plus Adapter for Oracle Service Cloud Broadcast messages that agents receive now contain the message and the names of the sender and recipients. (DE25238) To ensure that the same incidents are not repeatedly delivered to agents, add the Close disposition to the Five9 Text Channels Administrator s Console. (DE19672) Agents can now reliably be assigned chat interactions. (DE22684) 17 Five9 Release Notes
Resolved Defects When auto-pushback is enabled in the Text Channels Administrator s Console, locked email messages to which agents have replied are no longer returned to the queue after the pushback time-out. (DE24304) For agents who use the Chrome browser with the Mac platform, the maintenance notice page is now displayed correctly when it is resized so that agents can acknowledge the future changes. (DE25822) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) While listening to audio files, the slider now functions normally. (DE26329) When Graceful Agent State Transition is enabled, the agents ready timer is no longer reset if agents change their state to (pending) not ready during a call. (DE26546) The impact of RNChatServer errors has been minimized. Reconnection is now done without disrupting other tenants. (DE26571) For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) After a change of network, the adapter is reconnected and a call in progress continue automatically, including the audio portion. (DE26950) At the end of a call, the End button is enabled after the agent selects a disposition by using the arrow keys. (DE27226) When selecting a disposition from a list that contains more than 10 dispositions, agents no longer need to scroll down a second time to verify that the correct disposition was selected. (DE26969) To update My Calls Today, agents may need to refresh the adapter. (DE27077) If you use Oracle Service Cloud 17D, you must download from the CRM download page the updated version of the PHP script that you use to create the email event handler. (DE27409) The reliability of the chat and email services was improved. (DE22677) This issue occurs only when you create a multi-level disposition structure that contains flags for certain dispositions to be used only for transfers or conferences. After agents 18 Five9 Release Notes
Resolved Defects complete and dispose a call without transferring it or creating a conference, the restrictive flags are no longer listed as disposition options. (DE27780) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Plus Adapter for NetSuite Broadcast messages that agents receive now contain the message and the names of the sender and recipients. (DE25238) For agents who use the Chrome browser with the Mac platform, the maintenance notice page is now displayed correctly when it is resized so that agents can acknowledge the future changes. (DE25822) While listening to audio files, the slider now functions normally. (DE26329) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) For users of the Safari browser in the Mac platform, the Customer Portal now opens in the main page instead of the tool bar. (DE25987) When Graceful Agent State Transition is enabled, the agents ready timer is no longer reset if agents change their state to (pending) not ready during a call. (DE26546) For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) After a change of network, the adapter is reconnected and a call in progress continue automatically, including the audio portion. (DE26950) When selecting a disposition from a list that contains more than 10 dispositions, agents no longer need to scroll down a second time to verify that the correct disposition was selected. (DE26969) To update My Calls Today, agents may need to refresh the adapter. (DE27077) At the end of a call, the End button is enabled after the agent selects a disposition by using the arrow keys. (DE27226) This issue occurs only when you create a multi-level disposition structure that contains flags for certain dispositions to be used only for transfers or conferences. After agents 19 Five9 Release Notes
Resolved Defects complete and dispose a call without transferring it or creating a conference, the restrictive flags are no longer listed as disposition options. (DE27780) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Plus Adapter for Microsoft Dynamics CRM Formatted phone numbers are now found in search results. (DE23495) For agents who use the Chrome browser with the Mac platform, the maintenance notice page is now displayed correctly when it is resized so that agents can acknowledge the future changes. (DE25822) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) While listening to audio files, the slider now functions normally. (DE26329) When Graceful Agent State Transition is enabled, the agents ready timer is no longer reset if agents change their state to (pending) not ready during a call. (DE26546) For agents who use Internet Explorer 11 and the floating mode, the adapter window can now be resized. (DE26754) For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) After a change of network, the adapter is reconnected and a call in progress continue automatically, including the audio portion. (DE26950) When selecting a disposition from a list that contains more than 10 dispositions, agents no longer need to scroll down a second time to verify that the correct disposition was selected. (DE26969) To update My Calls Today, agents may need to refresh the adapter. (DE27077) At the end of a call, the End button is enabled after the agent selects a disposition by using the arrow keys. (DE27226) Agents can now search with formatted or unformatted phone numbers, including E164. (DE23495) 20 Five9 Release Notes
Resolved Defects Agents no longer see errors when calls end concurrently (DE27470) This issue occurs only when you create a multi-level disposition structure that contains flags for certain dispositions to be used only for transfers or conferences. After agents complete and dispose a call without transferring it or creating a conference, the restrictive flags are no longer listed as disposition options. (DE27780) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Plus Adapter for Zendesk For agents who use the Chrome browser with the Mac platform, the maintenance notice page is now displayed correctly when it is resized so that agents can acknowledge the future changes. (DE25822) While listening to audio files, the slider now functions normally. (DE26329) In the address book, the agents' state readiness is now displayed with an icon and text. (DE26081) When Graceful Agent State Transition is enabled, the agents ready timer is no longer reset if agents change their state to (pending) not ready during a call. (DE26546) For agents who use the Safari 9 browser with the Mac platform, to ensure that the softphone installation page is displayed, agents should refresh the page after the extension is installed. (DE26772) After a change of network, the adapter is reconnected and a call in progress continue automatically, including the audio portion. (DE26950) When selecting a disposition from a list that contains more than 10 dispositions, agents no longer need to scroll down a second time to verify that the correct disposition was selected. (DE26969) To update My Calls Today, agents may need to refresh the adapter. (DE27077) At the end of a call, the End button is enabled after the agent selects a disposition by using the arrow keys. (DE27226) In the help menu of the adapter, the link to the user s guide is now correct. (DE27360) In floating mode, tickets opened manually are now associated with the correct end-user. (DE27384) 21 Five9 Release Notes
Resolved Defects This issue occurs only when you create a multi-level disposition structure that contains flags for certain dispositions to be used only for transfers or conferences. After agents complete and dispose a call without transferring it or creating a conference, the restrictive flags are no longer listed as disposition options. (DE27780) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Java Applications Administrator Supervisor Agent CRM Integrations Administrator The names of disposition groups must not exceed 255 characters. (DE23935) When creating a user with supervisor role, the agent role is no longer added automatically. (DE25055) When duplicating an IVR script that contains foreign scripts, you must remove the foreign scripts before you can save the new script. (DE26566) Supervisor When using UTF-8, supervisors can now save preferences regardless of their locale. (DE24879) Agent Queue callbacks submitted during a conference now function correctly. This defect applies to with inbound campaigns. (DE24009) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) CRM Integrations Adapter for Agent Desktop Toolkit Open CTI Adapter for Salesforce Adapter for Oracle Service Cloud 22 Five9 Release Notes
Resolved Defects Adapter for NetSuite Adapter for Velocify Adapter for Agent Desktop Toolkit. For users of the Safari browser in the Mac platform, the Customer Portal now opens in the main page instead of the tool bar. (DE25987) For users of the Safari and Firefox browsers, the browser remembers the last zoom setting. If the adapter appears zoomed out, use the ctrl + command to increase the size of the adapter. (DE27124) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Open CTI Adapter for Salesforce. Version 2.37 of the managed package enables you to appropriately match and screen pop if you use Salesforce Shield encryption. In addition, these custom fields were removed: Five9CallbackCampaignId Five9CallbackCampaignName Five9CallbackId Five9CallbackNumber Salesforce allows the removal of customs fields that were part of previous managed packages. However, if you upgrade to the new package version, the definitions of the custom fields that were removed are still available in your organization. Before explicitly deleting these custom field definitions, review the potential impact and take appropriate actions. (DE26271, DE25403) Mixed content warnings in Firefox and sandbox support in Safari have been improved. (DE23788) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) The Salesforce Streaming API was removed from the Plus Adapter for Salesforce. (DE26717) Adapter for Oracle Service Cloud. Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Adapter for NetSuite. For users of Safari in the Mac platform, the Customer Portal now opens in the main page instead of the tool bar. (DE25987) 23 Five9 Release Notes
Known Limitations Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) For users of the Safari and Firefox browsers, the browser remembers the last zoom setting. If the adapter appears zoomed out, use the ctrl + command to increase the size of the adapter. (DE27124) The interface of the adapter is now displayed correctly. (DE22707) Adapter for Velocify. For users of Safari in the Mac platform, the Customer Portal now opens in the main page instead of the tool bar. (DE25987) For users of the Safari and Firefox, the browser remembers the last zoom setting. If the adapter appears zoomed out, use ctrl + to increase the size of the adapter. (DE27124) Expired queue callbacks are no longer returned to the queue after a maintenance move. (DE27547) Dashboards and Reports The service level for queue callbacks is now reported accurately. (DE25321) The maximum number of report criteria was increased to 8192. (DE26444) Known Limitations Supervisor Plus Supervisor Plus uses the same single sign-on feature as Agent Desktop Plus. However, users cannot log into log into Agent Desktop Plus and Supervisor Plus simultaneously with single sign-on. Users with agent and supervisor roles can log into ADP and Supervisor Plus simultaneously by using the same browser type, such as Chrome. If users log out of ADP, they are logged out of Supervisor Plus also and vice versa. Supervisors cannot log into ADP and Supervisor Plus in different browsers, such as Chrome and Firefox. They will be logged out of both applications. Some internal messaging features and echo call are not available. 24 Five9 Release Notes
Known Limitations Plus Adapter for Salesforce Lightning Experience These operating system and Internet Explorer combinations are not supported: Windows 8.1 Professional 64 bit with Internet Explorer 11.0.9600.16384 Windows 10 Professional 32 bit Internet Explorer 11.0.10240.17394 Windows 10 Professional 64 bit Internet Explorer 11.0.10240.17394 Windows 10 Enterprise 64 bit Internet Explorer 11.0.10240.17394 SightCall Plug-In This issue applies to users of Internet Explorer 11. If you cannot install the SightCall plugin due to computer configuration or virus protection software, you can use the SightCall admin plugin installer. Because this MSI installer is not automatically updated, Five9 and SightCall will inform you when updated installers become available. 25 Five9 Release Notes