September 2024 #
Version: 2024-09
Release Date: 2024-09-18
General Maintenance #
We’ve made general security, performance and user experience improvements. More details can be found below.
Bug Fixes #
- [Queue Reports] – 22971 – Applying Logical Operators AND and OR to constraints returning same response
- [Queue Dashboard] – 23032 – Date Filter should work on the Agent Start Time instead of Queue Start Time
- [Queue Processing] – 23105 – Call being incorrectly classified as abandoned
- [Queue Processing] – 23106 – Answered calls should have the Agent as Queue Final Destination when Completed by Agent
- [Queue Processing] – 23107 – When Queue Final Action is Conferenced in User the User that was conferenced in should be the Queue Final Destination
- [Queue Processing] – 23108 – When an Agent conferences in a Queue, Queue Final Action should be Conferenced in Queue and Queue Final Destination
- [Queue Processing] – 23109 – When Queue Final Action is Transferred to Auto-Attendant, Queue Final Destination should be the Auto-Attendant
- [Queue Processing] – 23110 – When Queue Final Action is Transferred to Queue, Queue Final Destination should be the Queue
- [Queue Processing] – 23111 – When Queue Final Action is Transferred to User, Queue Final Destination should be the User it was transferred to
- [Dashboard] – 22889 – “Go to Infortel Classic” link does not successfully load classic website when using SSO login
August 2024 #
Release Date: 2024-08-21
Highlights #
New Template: Microsoft Teams Queue Detail #
The Microsoft Teams Queue Detail template provides call-by-call detail of activity within call queues. Use this template to understand the flow of calls into the queue and how they were handled. Click the eye icon to drill into the full details of the call.
New Template: Microsoft Teams Agent Detail #
The Microsoft Teams Agent Detail templates provides a detailed view of agent productivity. Use this template to understand calls presented to agents, and how many calls were answered vs missed.
Added support for Open in New Tab #
ISI Analytics now supports right-clicking on a link and choosing ‘Open in New Tab’. Previously this required re-logging into the product, but now the session is shared across tabs. This allows you to easily open multiple dashboards at the same time or keep a dashboard open on one tab while running reports on a different tab.
Bug Fixes #
- [Reports] – 22241 – Call Record Search export not properly sorting by time
- [Directory Import] – 22451 – White screen when refreshing page
- [Directory Import] – 22452 – Crash when renaming fields
- [Directory Import] – 22454 – Improved Scalability for CUCM Imports
End of Support Announcement: VPN Connectivity to Infortel Cloud and Cloud Pro #
We are committed to continuously enhancing our services and the security of your data. As part of this commitment, we are transitioning away from VPN connections for Infortel Cloud and Infortel Select Cloud Pro services. We encourage our customers to use Cloud Connect, a more secure and efficient method for transferring data from your on-premise call server to our cloud.
Read the full announcement here
July 2024 #
Release Date: 2024-07-24
Highlights #
ISI Queue Analytics #
ISI Queue Analytics offers unparalleled insights into call queue performance, seamlessly integrating with Microsoft Teams. It provides a cost-effective solution to oversee call handling, wait time management, and overall customer experience without the complexity of traditional contact center infrastructure.
Connectors #
Connectors are the new way ISI Analytics stores the required information needed to retrieve data from a third-party platform. ISI Analytics supports many different connector types, and a customer can mix and match connectors within a single environment. In this release we are introducing connectors for Cisco UCM, and Microsoft Teams.
Cloud Connect #
Cloud Connect is the new and improved version of Remote Collection that bridges the gap between your on-premises infrastructure and the ISI Cloud. All of the same features of Remote Collection are supported with great new features like real-time telemetry, cloud configured directory import, and a pathway to new features. See the server requirements for Cloud Connect for more details.
Cisco UCM Directory Import #
We have re-written Cisco Unified Communications Manager Directory Import to take full advantage of Connectors and Cloud Connect. This now allows you to completely self-manage the import of your Cisco UCM directory data.
Bug Fixes #
- [Service Provider] – 21172 – Incorrect quantities on fixed charge import
- [Reports] – 21350 – Call week filter accepts invalid values
- [Service Provider] – 21539 – Issue with Avaya CDR Processing
- [CDR Processing] – 21646 – Audiocodes processing error
- [Reporting] – 21707 – Incorrect report tags
- [Reporting] – 21828 – Issue saving report tags
- [Reporting] – 21833 – Error when clicking report history info icon
June 2024 #
Release Date: 2024-06-26
General Maintenance #
We’ve made general security, performance and user experience improvements.
May 2024 #
Release Date: 2024-05-15
Highlights #
- We are thrilled to announce that the ISI Analytics Report Engine has officially moved into General Availability! A menu option will be added to Infortel Classic to easily access the new Report Engine in June.
- New features have been added to the Report Engine. See below for more information.
- We continue to work on ISI Queue Analytics for Microsoft Teams. Contact us to learn more.
Ability to Refine Internal Calls by Placed or Received Status
When creating a report, you may want to return results of calls based on who placed the call, who received the call, or both, now you can! This option is available when creating or editing a Report Template. Simply go to the General tab and select the option you want.
Administration Options for Report Admin Users
Are you a Report Admin who helps other users? With the newly created Report Admin features you can easily view, modify, and delete Report Templates, Sharing Options, Schedules, and Report History. A dropdown is available at the top-right of each page to show My Templates/Reports/Schedules, All Templates/Reports/Schedules, or select a specific user.
Show Effective Date Range When Running a Report
Have you wondered if the Relative Date Range covers the time frame you wanted to generate a report for? You can now see actual dates that will be applied to the report.
Enhancements #
- Add report scheduling from templates and filters
- Show dates of data available for Run Now dialog
- Add indicator to show Field attributes have been changed
- Update Run Now Dialog to show date range for Relative range
- Implement Report Admin functionality
- Add Internal Placed/Received Logic to Call Record Search
- Update Report Export file format options to gray out buttons when not available
- Updates to Report Information dialog
- Ability to Resize Field Selector
- Logic Improvements to Owner Filter
Bug Fixes #
- Save/Save As/Copy As Dialog Consistency
- System Showing incorrect notification for Report Export failure (CSV/Xlsx)
- [Schedule UI] – Multiple UI issues
- Email Template Changes
- [Template Share] – issue in share template selection for my saved and shared template
- No In Application Notification for Completed Report Exports
- Remove Paging from Data Source Filter
- Improve visibility to select a report export format in Dark Mode
- Mouse changes to Hand when Hovered on a Template
- [Share dialogue] – User list is single select dropdown
- [Filter] – Multiple values in filter with greater than or less than is giving internal server error
- [Filter] – Getting backend error if user has added same value in filter
- [Report Information Dialog] – Incorrect date range showing
- While creating template click on Ok button two times it is creating two templates with same name
End of Support Announcement: Infortel Select On-Premise #
Infortel Select On-Premise End of Support: Infortel Select On-Premise Subscription will see its sale end on June 30, 2024, and support will cease on June 30, 2025, to shift focus towards more innovative cloud solutions. Transition to our cloud-based options, Infortel Select Cloud or Infortel Select Cloud Pro, is recommended for continued service and security.
Read the full announcement here
April 2024 #
Release Date: 2024-04-17
Highlights #
- Our product has a new URL! Login at https://app.isianalytics.com
- New features have been added to the Report Engine. See below for more information.
- We continue to work on ISI Queue Analytics for Microsoft Teams. Contact us to learn more.
Ability to Search for Users when Sharing a Template
Sharing Report Templates is even easier than before. The Select Users field now offers a drop-down of users in your organization. Additionally, if you begin typing the name of a user, the drop-down will automatically filter for you.
New Date Range Option – Relative Month Range
Do you need to create a report for a range of time that does not follow a calendar month? You can now select a Relative Month Range when running or scheduling a report.
Multi Value Filters now Accept Semicolon and New-Line Delimited Lists
Do you have a list of extensions (or other attributes) that you want to filter on? Paste the values into the text box and press the enter button.
From Excel:
From a Semicolon List:
The list automatically transforms into individual entries. Additionally, a copy button has been added to easily retrieve the list for offline editing.
Enhancements #
- Web Reports now opens in new tab
- Run Now automatically populates with last date/time filter applied
- Added the ability to filter on queue name in reports
- When exiting from an unsaved template, user is asked if they want to save
- A graphical time picker has been added to time fields
- Added the ability to select the page size of web reports to 250, 500, or 1000 records
- Report headers now show time range for the report
- Updated organizational filters to display organization levels and names
- For multi-input fields such as extension filters, you can now copy and paste lists of items from classic reports or from other sources
- Added Relative Months filter on report query. Relative months allow you to report on previous N months.
Bug Fixes #
- Fixed issue with Export Report notifications
- Fixed an issue with the Duration filter accepting HH:MM:SS format
- Fixed an issue with the cancel button reverting to defaults
- Fixed an error where certain scheduled reports are not being delivered
- Fixed an error when saving report schedules
March 2024 #
Release Date: 2024-03-20
Highlights #
New Report Engine Beta #
With this update, we are thrilled to announce the beta release of our new report engine for ISI Analytics, the cloud-based solution for unified communications (UC) analytics and reporting.
The new report template “Call Record Search” is available now and features:
- Intuitive UI enhancements
- Full customization of the report template, allowing you to modify the data sources, filters, columns, and layout to suit your specific needs and preferences
- Report history and scheduling, enabling you to save, share, and automate
- Enhanced performance and scalability, ensuring faster and smoother report generation and viewing
In a future update, we will add a new suite of templates for Queue Analytics and summary style reports for traditional call record reporting.
February 2024 #
Release Date: 2024-02-07
Queue Analytics Beta #
With this update, we are thrilled to announce the launch of the beta program for our latest feature – Queue Analytics for Microsoft Teams! This exciting new addition is designed to revolutionize the way you manage and analyze calls within Microsoft Teams.
- Real-Time Insights: Get instant access to valuable data on call queues, helping you to make informed decisions on the fly.
- Enhanced Call Management: Streamline your call handling process with improved visibility and control.
- User-Friendly Interface: Experience a seamless integration with Microsoft Teams, ensuring a smooth and efficient workflow.
Learn more about ISI Queue Analytics
General Maintenance #
We’ve made general security, performance and user experience improvements.
