This release introduces major enhancements for both agents and admins, including full VDI support, centralised log streaming, and smarter automation across provisioning and Insights. Alongside these updates, we’ve refined terminology, boosted performance, and resolved a number of issues to improve day-to-day usability.

Release Schedule

Pre-release changes and go-live during the week of 25th August.

London: 27th August 

Cape Town: 27th August 

Australia: 28th August 

Oregon: 1st September

North Virginia: 1st September

Other Regions: please reach out to your account manager.

NEONNOW

1.1 VDI Support

NEONNOW now supports running inside VDI (Virtual Desktop Infrastructure) environments. Use the vdi query parameter with values OMNISSA or AWS_WORKSPACE to configure your environment. See the help documentation for more details.

1.2 Fixes

• NEONNOW app entry URL no longer needs to be set to /landing when embedding inside Salesforce.
• The User Management page subtitle now correctly reflects the updated roles introduced in 3.26.
• Resolved an issue where parallel incoming tasks could cause one to be dropped from the UI.
• Fixed reload behaviour in the softphone where the “no active tasks” landing page was shown instead of automatically selecting the first active task.

1.3 General Updates

• Added filtering to the User Management table for easier navigation.
• Updated terminology: for voice tasks (calls, queue callbacks), “Transfer” has been renamed to “Add participant”. This change applies to call control tooltips, directory titles, and the queue modal. Core functionality is unchanged.

Admin

2.1 Agent Cleanup

Admins can now optionally clean up additional resources when deleting agents, including:

• Amazon Connect Account – used for sign-in, interactions, and queues.
• Quick Connects – associated call transfer points in Amazon Connect.
• Insights Named User – named user licences in Amazon QuickSight.

You’ll be prompted to remove these resources when deleting users manually in NEONNOW, or you can configure automatic cleanup via the external provisioning admin page.

2.2 Custom Transfer Flows

You can now configure external number transfers with more control by assigning a queue and flow.

Admin > Contact Centre > Configuration > Queue and Transfers

External number participants added via this flow will appear as External Number (phone numbers are not displayed).

2.3 Centralised Logging

Stream logs from NEONNOW to your AWS account using CloudWatch. You can choose to include NEONNOW logs, Connect Streams logs, or both.

Admin > Contact Centre > Configuration > Users > Agent Logs

2.4 Insights User Auto-Provisioning

Named users in Insights (Amazon QuickSight) can now be automatically provisioned when they attempt to access a NEONNOW dashboard.

Admin > Contact Centre > Configuration > Features > Insights

2.5 Fixes

• Fixed User Management button link on the Contact Centre Getting Started page.
• Resolved duplicate SCIM error report emails.
• Fixed issue preventing single-character values in custom types for operational parameters.
• Added Supervisor as a filterable role in external provisioning custom mappings.
• Fixed missing error feedback when leaving address fields empty in the sign-up flow.

2.6 General Updates

• Updated the hidden queues settings panel for consistency with other features.
• Added a setting in external provisioning to disable SCIM error report emails.
• Tweaked UI layout in External Provisioning > Advanced Settings for clarity.
• Removed product/licence type switching between Basic and Enterprise. All contact centres now run on Enterprise licences. (Account managers will have contacted affected centres directly.)
• Improved performance significantly across all SCIM actions.
• Renamed the admin queue settings panel to Queues and Transfers.