The version 3.20 patch introduces a collection of additional features and fixes on top of the previously released version 3.20, including our new multi party conference feature and lots of fixes and improvements.

1.1 NEONNOW

1.1.1 General:

• Agents now have the ability to cancel outbound calls or callbacks while they're connecting. Previously, they had to wait until a call timed out or was rejected before closing the interaction.
  
• Hold badges now include a timer for both calls and conferences (transfers).
• Wrap codes in interactions and After Call Work (ACW) are now conveniently arranged in alphabetical order within the dropdown menu.
• Dialpad, directory, and transfer to queue modals now allow transfers even after a call has ended in the background.
• Various reliability improvements.

1.1.2 Conferencing:

We're excited to introduce our new multi-party conferencing feature, enabling up to six members to join a conference call. Administrators, please contact your account manager to learn how to enable this feature for your contact centre. 

General Changes

• Conference controls for each conference participant are always visible
• Join/Swap buttons are no longer inside the call controls footer, but float at the bottom of the task (see screenshot below)
• Live/hold/connecting badges are always icon-only, we no longer show a text label
• Slight tweaks to each participant row UI

The new join/swap buttons/UI on desktop

Contact Centres With Multi-party Disabled

Transfers/conference on desktop, with multi party disabled

Transfers/conference on softphone, with multi party disabled

Contact Centres With Multi-party Enabled

• The current agent will now be visible within the conference.
• All participating agents will have access to the conference view and can manage all conference members. Previously, additional agents would only see a call.
• UI enhancements.
• Support for up to six participants (including the agent), via phone number, queue, or direct transfer to agent. See screenshot for details.

Transfers/conference on desktop, with multi party enabled

Transfers/conference on softphone, with multi party enabled

1.1.3 Email

• Agents can now reply to all recipients on email tasks.
• Email tasks now display all 'to' and 'cc' recipients, not just the main recipient.
  
• When replying or forwarding an email, the agent cursor now starts at the beginning of the email editor.
• General improvements have been made to enhance email functionality.

1.1.4 Fixes

• Fixed an issue where outbound calls would trigger an incoming call notification.
• Corrected ACW interaction duration and displayed times.
• Fixed an issue where the "today" filter sometimes failed to display interaction history for the current day.
• Fixed formatting issue where new lines were not displayed correctly in emails.
• Fixed an issue where the agent's away timer did not reset to zero.
• Softphone: The transfer to queue modal will now consistently close upon transfer.

Version 3.20 introduces a range of features and enhancements for NEONNOW, as well as several fixes that span across both NEONNOW and Admin.

1.1 NEONNOW

1.1.1 Softphone - Modal Windows

Softphone modals have undergone improvements to align more consistently with their desktop counterparts, providing enhanced clarity to indicate when the modal is open atop page content. A dark backdrop has been incorporated, allowing users to close the modal by clicking on it. Additionally, agents can no longer change the page or task while a modal is active.

An example of a new softphone modal

1.1.2 Softphone - Templated Responses

Prior to version 3.19, templated responses were presented in a popover menu, mirroring the desktop interface. This release transitions this display to a full-page modal, offering an improved user experience for more efficient searching and application of templates.

For Outbound SMS, templated responses will instead appear inside the Outbound SMS modal, with a back button to go back to the SMS that is being composed.

The Outbound SMS softphone modal

Inserting a templated response in an Outbound SMS

1.1.3 General Improvements and Enhancements

• Phone number input fields will now automatically default to the correct country based on your contact centre region, unless the agent has previously selected a different country.
• Queues are now searchable when transferring an interaction to a queue
• Contact centre admins can now manage users from softphone, by accessing the desktop shortcut in the navigation menu 

1.1.4 Fixes

• Visual fixes for fixed softphone mode

1.2 Admin

1.1.1 Fixes

• The Task Modules learn more link now points to the correct help docs page

1.3 General

• Infrastructure improvements across the entire product

Our latest release, 3.19, has new NEONNOW features and improvements, such as the new Flexible Workspace and small changes to the agent task list to improve the use of space. 

We've also got a handful of Admin fixes and improvements, with minor changes to Operational Parameters and more granular control over call recording controls.

1.1 NEONNOW

1.1.1 Flexible Workspace

If your administrator has configured the flexible workspace and added Task Modules to your contact centre, you'll see tabs in the agent workspace (desktop) or a new drawer at the bottom of tasks (softphone). The contents of these modules is dependent on what's been set up by your administrator, with the screenshot below an example.

On Softphone, the flexible workspace drawer (see below) can be pinned or minimised. Pinning the drawer means it will be open by default when switching between tasks or on new inbound/outbound interactions.

Flexible Workspace on desktop, with an additional "Q Assistant" module/tab.

Flexible Workspace on softphone, with multiple workspace modules/tabs.

1.1.2 General Improvements and Enhancements

Workspace Task List (Desktop)

We've improved the task list on desktop. We've made tasks smaller, reduced the spacing to fit more content and given task icons a background to make them visually clearer. Note. the functionality is exactly the same as before.

Desktop agent workspace task list

Task Previews (Softphone)

In 3.19, there are new task previews when hovering over tasks in the task list and more detail in the list of tasks in the overflow menu. This will make it easier to see information about tasks without needing to click and view it.

The overflow menu for tasks on softphone

More task information when hovering over tasks in the sidebar

User Management

We've re-worked user management in admin settings on NEONNOW. Delete confirmations modals are now consistent with other NEONNOW modals and we've fixed some visual bugs.

1.2 Admin

1.2.1 Task Modules (Flexible Workspace)

We've extended task modules in Admin to now include Task Modules, which are used to display content to agents during interactions, directly in the workspace (see Flexible Workspace above for agent-side).

Task modules display a URL of your choice in an iframe. See the help docs for more information.

You can find modules under your contact centre > Customise > Customisation > Modules.

Creating a new task module in Admin

1.2.2 Call Recording Controls

Call recording controls have been extended in Admin to provide additional granularity when customising what your agents can do and see. You can now set the controls to be pause only/stop only or continue to allow all controls. You can override the feature settings in your Amazon Connect contact flows using a contact attribute.

See the help docs for more information.

1.2.3 Operational Parameters

We've made a few quality-of-life changes to operational parameters:

• You can now request up to 10 parameters, up from 5
• The response payload has changed, that you use in your Amazon Connect contact flows when retrieving operational parameters. Please see the operational parameter help docs guide for more information 

Our latest release, 3.18, is mostly admin-oriented, with additional contact centre customisation for modules, CRM integration, better support for our Concierge product and security enhancements.

We have rebuilt our help documentation, with changes making their way into NEONNOW and Admin. Old help content links will continue to work for now, however, there will be a subsequent release to decommission the old help website.

We've also got a handful of NEONNOW fixes and improvements, including an improved agent experience when customers disconnect from 3-way conference calls.

1.1 New Help Documentation

We've rebuilt our help documentation from the ground up! It's quicker and easier to use. You can find them at docs.cw-neon.com. We'll continue to have the old help site up and running for a while, but we'll be bringing it offline in the not-too-distant future.

What are some of the key changes?

• Any previous links you may have bookmarked or referred back to will no longer work. The new docs use brand-new URLs
• The way you search the docs has changed. There's more information about what matched your search query in the results
• The URL has changed to the above. help.cw-neon.com will work for now, but we'll be bringing it offline
• We've reorganised the docs. We now have clearer sections and better categorisation
• A new FAQ section (Not available in the first release)
• Most of the screenshots have been updated and/or improved
• New, specific content for softphone
• Our docs homepage no longer has links to categories. Instead, once you've selected admin or agent, you'll find the categories and pages in the left navigation bar

1.2 NEONNOW

1.2.1 Help Links

• All help links across NEONOW have changed to go to the new help docs (see 1.1 above)
• We have removed page-specific help links from the header bar. Instead, the help icon will always go to docs.cw-neon.com
  
  

1.2.2 General Improvements and Enhancements

Custom Reports

If you are a contact centre admin with Insights > Custom Reports enabled, you'll see a pencil/paintbrush icon. 

Reports navigation options in NEONNOW desktop.

In 3.17 and below, this would show a custom reports landing page, with a link to view & manage insights reports. In 3.18, this navigation option now takes you directly to the same link -- the page that used to be shown has been removed. This makes it quicker to manage your custom reports.

Conferences

We've overhauled and made big improvements to calls that used to be conferences, i.e. when a customer or transferee disconnects from a conference call. Previously, when a customer disconnected, you would see yourself in a call, but various buttons would be hidden or you'd get unexpected behaviour

When the customer disconnects from the conference:

• We show all previous call actions, but disable and mark the ones that can't be used (instead of hiding)
• Dialpad operations will now correctly display information or prevent you from transferring, instead of the previous behaviour of showing a generic error notification

When the transferee disconnects from the conference:

• Will now act correctly like a call, with all actions available, including transferring

Dialpad & Outbound Calls

If an inbound call lands while the dialpad is open, we'll now prevent you from making an outbound call until the task is handled. This improves on previous behaviour where you'd see the call dialling, but then receive an error notification.

We've also improved the general reliability of making outbound calls when already in an interaction. 

1.2.3 Fixes

• When you have an incoming task, all areas of NEONNOW remain clickable
• Directory contact notes will now correctly display empty lines
• Footer actions in the email editor will now display as intended
• General fixes and improvements for customer profiles

1.3 Admin

1.3.1 Module Management

NEONNOW has had module support for a while, with the ability for CloudWave to add landing pages, embedded pages and widgets to your contact centre. With this release we're giving more control to contact centre admins, giving them the ability to add their custom modules through the admin app.

You can add three different types of modules, each displaying content in a different way in NEONNOW:

1. Landing Page Modules: Pages with graphics, text and a link, accessed from the contact centre sidebar.
2. Widget Modules: Content displayed in the floating widgets panel, accessible at any time. 
3. Page Modules: A full page with embedded content, accessed from the contact centre sidebar.

You can find modules under your contact centre > Customise > Customisation > Modules.

The Admin modules list page.

1.3.2 CRM Adapter Configuration

We've added a new page under Integrations for your contact centre, CRMs. Admins can now add links to their own CRM adapters for SalesForce, Microsoft Dynamics and ServiceNow, giving the ability to set up NEONNOW integration into a company CRM.

Amazon Connect customer profiles configuration has been moved to this page.

The CRM configuration page.

1.3.3 Concierge

Concierge is a product that we offer that provides automation to delight both agents and customers. For the first time since launch, we now offer direct integration with your contact centre billing, when billed through AWS marketplace. You'll be able to create a new Concierge organisation directly through admin and billing will happen automatically with no further configuration.

If you have previously been set up with Concierge, this feature will not be enabled for you in Admin and you have no need to enable this as billing will already be configured.

You'll find the new Concierge feature section in your contact centre > Customise > Features > Concierge.

The welcome to Concierge modal window after Concierge has been enabled.

1.3.4 General Improvements and Enhancements

• A number of security improvements
• Updated help links to the new help documentation
• An updated support link, to our new support portal. Ensure your bookmarks are updated, old links will no longer work
• We have simplified the way we set up customer profiles, meaning new contact centres are created faster 
• Added Learn More links to features in the contact centre > Customise > Features page

1.3.5 Fixes

• Text colour of Archived status on contact centres
• Added breadcrumbs on the Operational Parameters configuration page when there are no operational parameters created
• You no longer have to click outside of input boxes before you can click Save in some places, such as Point of Contact in Organisation

Release 3.17 features external directories with Microsoft Azure / Teams integration, an improved phonebook experience, Outbound Preview dialling and more.

This release comes with several important visual changes and as such, we recommend you understand and share these changes where necessary. 

1.1 External Directories, Improved Phonebook and Dialpad  

(Desktop) The new directory and dialpad experience (the animation may take a few seconds to load)

(Softphone) The new directory and dialpad experience (the animation may take a few seconds to load)

1.1.1 Improved Directory (phone book)

We’ve improved the directory in NEONNOW. Some of the key changes are:       

• (Desktop) directory is now a fixed drawer at the side of the screen and can no longer be moved. It’s now larger so you’ll be able to see more contacts at a time
  
  
• Directory icon - it’s now a phonebook instead of two people
                          
• Contacts no longer have a Company field. We’ve added job title and more generic notes instead. Any contact that had a company will now have their notes set to the company specified
                          
• Agents have moved to their own tab within directory
                          
• We've renamed Company to Organisation. This is where you’ll find all admin-created and external directory contacts
                          
• A new popup menu for contacts, that allows you to view all their information from the list. This is opened by clicking on the coloured contact circle
                          
• Contacts are no longer called using the phone icon. Instead, you can simply click the phone number on the contact entry to call them
                                                    
• Contacts are no longer edited by clicking the pencil icon. Now, click the 3-dot action menu next to the contact and click Edit
                          
• An improved add/edit experience for personal and organisation contacts
                          
• Dialpad has been removedfrom directory. You’ll find it in its own section by:
  • (Desktop) Clicking the new dialpad icon in the NEONNOW header
  • (Softphone) Clicking the new dialpad icon in the NEONNOW sidebar
    
    See visual changes below and additional dialpad changes section

Visual Changes

A before and after of some of the changes.

(Softphone) NEONNOW sidebar (Before, one directory icon)

(Softphone) NEONNOW sidebar (After, separate dialpad and directory icons)

Before

After

Create a Contact (Before)

Create a Contact (After)

Contact (before)

Contact (after)

1.1.2 Dialpad

The dialpad has been moved out of directory and in to its own drawer (desktop) and page (softphone). It’s got more space, so on smaller screens you won’t have to scroll to hit the dial button. You can no longer leave it open or move it around, similar to directory.

Use the new Dialpad icon in the header (desktop) or sidebar (softphone) to open it. On desktop you can also quickly switch between the dialpad and directory using the appropriate icon in the top right of the directory/dialpad drawers.

We’ve also added support for dialling emergency numbers in U.S Amazon Connect instances.    
               

Before

After

1.1.3 External directory integration             

Integrate with third-party directories using SCIM, such as Microsoft Azure or Okta.

Microsoft Teams presence can be enabled for Azure AD, giving agents the ability to see external contact presence.

Admin configuration of External Directories

1.2 Preferences

Preferences follow the same pattern as the directory and dialpad, and now open in a fixed drawer on the right side of the screen (desktop). Preferences have not changed on softphone.

1.3 Outbound Preview

Preview dialling has come to NEONNOW! After outbound previews have been configured, Agents will be able to receive specific preview tasks, before triggering a call to the destination phone number. We’ll automatically carry over information about your campaign to your outbound call.

Reach out to us on how we can help with your preview dialling solution, as well as integrating with our Insights reporting for campaigns.

1.4 Interaction History

We've made some visual changes and some small quality-of-life improvements which bring the desktop version of interaction history more in line with softphone:

• (Desktop) Similar to most places in NEONNOW, calling a number in your history is now done by clicking the phone number and not a phone icon
  
  
• (Desktop) We've replaced First Name/Last Name with Talked To. Talked To is based on a matching contact in your directory at the end of an interaction. If there is no contact match, we'll show the word Customer instead
  
  
• (Desktop) We've reordered the columns and some columns have changed names:
  
  
  • Timestamp -> When
  • Source -> Phone Number & Type
  • Type -> Direction
    
    
• (Softphone) History without a matching contact will now display Customer rather than Unknown
  
  
• Interaction History is now My Interaction History
  
  
• Modifying or deleting a contact will no longer change the first/last name displayed in historical interactions. The Talked To column will now always remain the same

Before: Interaction History on desktop

After: Interaction History on desktop

1.5 Admin App Improvements

We’ve updated some text and added clearer help on the templated responses page.                   

• We’ve changed the permission text for “Agent’s can’t skip” under interaction outcomes to “Interaction outcomes are required”
                          
• There’s a new permission for interaction outcomes, “Notes are required when there are no wrap codes” which allows you to further customize and decide what’s required from your agents in ACW
                          
• We’ve added additional help information and tweaked the list page for templated responses

1.6 General NEONNOW Changes

1.6.1 Interaction Outcomes

Based on the above Admin changes, we’ve slightly tweaked interaction outcomes for agents:

• Agents will no longer see “Required” or “Optional” against wrap codes and notes during interactions (these remain on the ACW page)
  
  
• Agents may receive different behaviour for required/optional fields
   depending on how interaction outcomes have been configured in Admin
  
  

1.6.2 Attached Data Badges

If attached data has been configured to display badges, Agents will now see new visualisations for attached data.

1.7 Bug Fixes

• The Admin app avatar now displays correctly
  
  
• The loading icon in the templated responses window now displays correctly
  
  
• Turning off agent task creation in Amazon Connect now correctly hides all add task buttons
  
  
• (Desktop) Connected calls and conferences will now properly scroll in 2 column layouts

In this release, there will be new features added to the Agent and Admin applications to enhance the capabilities of the NEONNOW application for the end user.  One of the changes is the introduction of Call Recording Controls in the NEONNOW agent application.  This new feature will allow agents to pause, and stop active call recordings directly within the NEONNOW UI.

The other enhancement is Enhanced Logging which will allow the end user of NEONNOW to capture and download logs of application usage for the CloudWave support team to debug if any issue arises.

Another change is to the NEONNOW Admin application where users of the Enterprise version of NEONNOW will have direct controls to toggle additional features such as Insights, Conversations and Workforce Management.

Finally, there are some changes to the AWS Marketplace billing for AWS Marketplace customers.

1.   Call Recording Controls

1.1 Ability to enable/disable call recording controls from the NEONNOW Admin application 

-  The client can now enable and disable  the call recording feature capability within NEONNOW

1.2 Ability to record a call or conference task

 -  An agent can now pause and stop active call recordings via the NEONNOW agent application once enabled in the NEONNOW admin application. 

1.2 Ability to pause and resume a call recording
  
-  The agent can pause and resume an active call recording.

1.3  Ability to stop a paused or active call recording

-  The agent can stop both a paused and active call recording from the NEONNOW UI.

2.   Enhanced Logging

-  The NEONNOW application UI will allow agents to log all application events for CloudWave support to look at if any issue arises.  This can be triggered via the Preference functionality within NEONNOW.

3.   UI changes to Enterprise Features

- The NEONOW admin application will allow administrative users direct control over the enterprise licence features of NEONNOW such as Insights, Conversations and Workforce Management.

In this release, there will be some important changes both to the NEONNOW Agent and Admin applications which will allow for greater flexibility and customisation to the end user.  One of the changes is that NEONNOW will have the capability to customise the way in which a client wishes to fit the look and brand of their contact centre.  By utilising the NEONOW Admin application, the client can choose their logo, Favicon, primary and secondary colours as well as their product name.

The other major enhancement allows for agents of a contact centre to send outbound SMS messages to their respective customers.

Finally, the Chat, Email & SMS Templates will provide the agents of a contact centre to send consistent responses to customers across multiple channels via predesigned templates.

1. Customisable NEONNOW Branding

1.1 Adding a custom brand logo support:
 

-  The client can now add their own logo to the NEONNOW Agent application via the NEONNOW Admin application.

1.2 Ability to select custom Favicons:

- The user can now customise their own Favicon via the NEONNOW admin application.

1.3 Customisable Product Name & Help Docs:

2. Ad-hoc Outbound SMS

-  The agents will now have the ability to send an outbound SMS text message through the NEONNOW Agent application once an API endpoint is configured in the NEONNOW Admin application.

3. Templated Responses

-   The predesigned Chat, Email & SMS Templates from the NEONNOW Admin application will provide the agents of a contact centre to send consistent responses via the NEONNOW Agent applications across multiple channels.

In this release, there will be some important changes to the NEON Admin application which will allow greater flexibility to the end user.  One of the changes is that the application will allow contact centres to parameterise and store configurations of complex flows in Amazon Connect.

The other major change is a newly built interface for the NEON Admin application that will allow contact centres to define custom date schedules, for instance for public holiday closing dates for your business.  This would include multiple schedules and will cater for different time zones.

There are also a few fixes to the NEONNOW application to better enhance the end-user experience.  We are also removing the legacy wallboard page.

If you would like to talk about how you could include these features, please reach out to sales@cloudwave.com.au.

Overview 

The goal of operational parameters for NEON release 3.14 is to provide implementers such as architects and engineers to design data-driven contact flows.  By using a new NEON Admin UI, implementers and call centre managers can use parameterisation through toggles within the application to configure the contact flows

There will also be the removal of legacy wallboard page.

1. Operational Parameters

1.1 Adding a New Parameter 

-  The parameters that are set within the NEON Admin application will allow Amazon Connect to query the values for the parameters that have been set up.  The user can add a new parameter or edit an existing one.

1.2 Delete a parameter

- A user can delete a parameter within the NEON Admin application.

Custom Schedules will allow NEON Admin users to define custom ‘schedules’. A schedule has a name and a time zone.  Multiple ‘schedule dates' can be added as required against this ‘schedule’  These can form part of holiday operational hours.

2. Custom Schedules

 2.1 Add a new schedule

- The user of NEON Admin application can create a custom schedule by selecting date ranges and has the ability to create multiple custom schedules.

2.2 Delete a schedule

- The user can delete an existing schedule.

3. Fixes and Enhancements

- Enhancements to onboarding flow for new customers

- Fix for some US phone numbers when setting up an organisation in the CCaSS onboarding process

- Removal of legacy wallboard page

- Visual fix for sub menus in the navigation side bar

This release of NEON will roll out new enhancements to After Contact Work, the NEON Softphone, a clearer UI and several fixes!🎉

After Contact Work - The interaction outcome area can now be hidden if you don’t want to use wrap codes or notes. If you’d like this to be hidden, please reach out to your account manager.

Transcript - When Concierge is integrated, the transcripts will now be automatically expanded.

Softphone Landing Page - When there are no active tasks, agents will now always have access to the “No Active Tasks” page.

Admin App - new customer sign-up improvements!

🐞Fixes:

- Agent status: a scroll bar is now shown on the status dropdown.

- Attached Data: Attached data are now correctly scrollable on small screens.

- Columns: All columns in the agent workspace will now scroll as expected.  Previously on screens with smaller resolutions, some of the controls were hard to navigate.