OpenMethods 6.9

6.9 Product Release Notes

Last published on: March 9th, 2023


What's included in this release?

The OpenMethods 6.9 release includes notable updates to the Harmony and PopFlow products. 

  • ⚡️ NICE inContact and OpenMethods integration with NICE inContact UserHub and NICE inContact Central environments.
  • 🆕 Enhanced PopFlow UI for streamlined workflow search and organization.
  • 💡 New Feature Request Portal for submitting ideas and request to improve the product. Check out the portal here.
  • 📖 New Help Center - You're here now 🙂 


Check out the additional updates and enhancements below.


Notable updates✨

Learn more about the product updates by expanding one of the product headers below.

Harmony Client

Check out the updates to Harmony Client:

NICE inContact Integration

1643990472245-Nice inContact Integration.png

The OpenMethods platform now integrates with NICE inContact UserHub & NICE inContact Central environments. The previous integration only supported Voice on UserHub and Central deployments. Now, the integration supports voice and multi-media (chat and email). 

Other integration features include:

  • Support for multi-media (chat and email) for UserHub Integration.
  • Start/Pause/Resume Recording from Media Bar.
    • Added After Call Work for Voice Interactions
    • Automatic Wrap-up
    • Dispositions


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Learn More About The Integration & Features

View more information about the integration & the supported features here.

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Additional updates

The Callback Dial icon is now more visible. 

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PopFlow

Check out the updates to PopFlow:

Enhanced UI

PopFlow's enhanced UI provides a more streamlined way of accessing workflows. Your workflows can be searched and filtered based on:

  • Workflow name
  • Last updated date
  • Event type

You can also view the number of times a workflow has run, and quickly create a new workflow.


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Note

"Custom" events has been labeled "CRM Automations" within the "New Workflow" wizard. The change does not carry through the remainder of the UI, only present in the new UI.


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Send DTMF

Send DTMF is now available for custom events.

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PopSearch and Select

Improvements to filtering and modal window, and we also added DataSource and Search labels for easy use and navigation.

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Out-of-Date Activities

The UI can now detect when an Activity item is out-of-date, and prompt the user to upgrade the Activity.

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Agent Adapter

The Agent Adapter includes an enhancement to the Real-Time Agent Status. 

You can now view the current agent's status with the reason code label before transferring a call to another agent.



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Fixed Issues✌️

In addition to all the new features we developed, we also fixed the following issues:

Product Description
Harmony
  • Fixed Agent Status Dropdown not hiding when a new interaction comes in.
  • Fixed DTMF allowed input range (0-9, A-D, *, #) for UCCE Integrations.
  • Consult transfer call with the agent extension skill number.
  • Unable to make outbound calls from Real-Time Agent status report.
  • Various bug fixes from original NICE inContact voice integration.
PopFlow
  • Fixed Testing tool PF Studio not working when the user was not Logged in to the PF Client.
  • Fixed the keep alive scheduler by introducing a new web worker. The worker allows the platform to bypass the Chrome policy of 5 minute throttling to help address the following workaround (Enable Temporarily Unexpire Flags & Disabling Throttle Javascript Timer - Announcements & Alerts).
  • Pop Search & Select (PSS) missing the display of total records.
  • Pop search button causes the script to go to the next step.
Config Server
  • Fixed adding User Group under fusion CRM Instance.
  • Added Table Indexing to streamline database performance.



Want to learn more?

If you have additional questions and would like a demonstration of the latest release. Please get in touch with the OpenMethods care team or Contact 310-896-4900. 

To learn more about our Support and Care, please visit our Support Page or access the Client Portal.




Curious to see what new features, functionalities, bug fixes, and security enhancements you gain when you upgrade from your current version of OpenMethods Experience Cloud to the latest-and-greatest version? Use this article to learn about all all the great product enhancements an upgrade provides.

 

 

Choose your Experience Cloud version

 

What version of OpenMethods Experience Cloud do you currently have?

 

6.5

 

6.6

 

6.7

 

6.8

 

6.9

 

6.10

 
 

THIS RELEASE IS CURRENTLY END-OF-LIFE

Version 6.5 is currently in the end-of-life cycle. Please upgrade to the latest version of OpenMethods Experience Cloud.

 

End of Life Announcement - https://docs.openmethodscloud.com/en_US/policy-announcements/65-eol-announcement

 

OM End of Life Policy - https://docs.openmethodscloud.com/policies/product-lifecycle-eol-policy

 

 

What version are you upgrading to?

6.10

 

 

Check out all the features and enhancements available in our latest release. Click on any tab to learn more.

 

PopFlow

 

PopFlow has undergone a series of enhancements to make it easier to search, configure, and manage your workflows. 

 

These enhancements include:

 

  • Preview Feature: Secure server-side API calls with AppConnector
  • Streamlined and updated UI
  • Addition of SOAP activities
  • Enhanced Test Harness for easier testing and verification of new PopFlows
  • Enhancements to Pop Search & Select
  • Ability to add Harmony context for custom events
  • New PopFlow activity to trigger call recordings in Harmony

 

Here's a sneak peek of how some of the new updates and enhancements:

 

AppConnector-PopFlow-Logo.png PopFlow AppConnector (Preview Feature)

1663866763369-AppConnectorBuildOut.gif

 

Streamlined PopFlow UI

 

 

Harmony


The Harmony enhancements and improvements provide greater visibility and control of your Oracle and telephony platforms within the Harmony Media Bar.

Here are a few of the notable improvements:

 

  • DTMF Dial Pad enhanced with a new text box that allows for alphanumeric entry via keypad or directly in the on-screen text box.
  • View real-time agent status to check agent availability
  • Full visibility and control over Oracle Chat Agent functions
  • A new agent status allows agents to enter After Call Work (ACW)
 

Integrations

 

  • NICE inContact integration now a fully-supported integration with OpenMethods Experience Cloud.

 

  • Cisco Device Selection allows agents to select their preferred when logging into Harmony Media Bar, and also allows agents to switch devices. This provides agents with a greater deal of flexibility as they move shifts, office spaces, and work locations.
 

Security

 

Numerous security enhancements and improvements.
 

Bug Fixes

 

We apply a number of bug fixes in every software release. These fixes address performance and stability across the platform.

 

Learn more about the bug fixes for each release by checking out our release notes here.

 

Looking for additional info?

Learn more about the iterative OpenMethods Experience Cloud releases here.

 

 

 

THIS VERSION IS CURRENTLY END-OF-LIFE

Version 6.6 is currently in the end-of-life cycle. Please upgrade to the latest version of OpenMethods Experience Cloud.

 

End-of-Life Announcement - https://docs.openmethodscloud.com/en_US/policy-announcements/66-eol-announcement

 

 

 

What version are you upgrading to?

 

6.10

 

 

Check out all the features and enhancements available in our latest release. Click on any tab to learn more.

 

PopFlow

 

PopFlow has undergone a series of enhancements to make it easier to search, configure, and manage your workflows. 

 

These enhancements include:

  • Preview Feature: Secure server-side API calls with AppConnector
  • Streamlined and updated UI
  • Addition of SOAP activities
  • Enhanced Test Harness for easier testing and verification of new PopFlows
  • Enhancements to Pop Search & Select
  • Ability to add Harmony context for custom events
  • New PopFlow activity to trigger call recordings in Harmony



 

Here's a sneak peek of how some of the new updates and enhancements:

 

AppConnector-PopFlow-Logo.pngPopFlow AppConnector (Preview Feature)

1663866763369-AppConnectorBuildOut.gif

 

Streamlined PopFlow UI

 

Harmony

 

The Harmony enhancements and improvements provide greater visibility and control of your Oracle and telephony platforms within the Harmony Media Bar.

Here are a few of the notable improvements:

 

  • View real-time agent status to check agent availability
  • Full visibility and control over Oracle Chat Agent functions
  • A new agent status allows agents to enter After Call Work (ACW) for NICE inContact
 

Integrations

 

  • NICE inContact integration now a fully-supported integration with OpenMethods Experience Cloud.

 

  • Cisco Device Selection allows agents to select their preferred when logging into Harmony Media Bar, and also allows agents to switch devices. This provides agents with a greater deal of flexibility as they move shifts, office spaces, and work locations.
 

Security

 

Numerous security enhancements and improvements.
 

Bug Fixes

 

We apply a number of bug fixes in every software release. These fixes address performance and stability across the platform.

 

Learn more about the bug fixes for each release by checking out our release notes here.

 

Looking for Additional info?

Learn more about the iterative OpenMethods Experience Cloud releases here.

 
 
What version are you looking to upgrade to?

 

6.10

 

 

Check out all the features and enhancements available in our latest release. Click on any tab to learn more.

 

PopFlow

 

PopFlow has undergone a series of enhancements to make it easier to search, configure, and manage your workflows. 

 

These enhancements include:

  • Preview Feature: Secure server-side API calls with AppConnector
  • Streamlined and updated UI
  • Enhancements to Pop Search & Select
  • Ability to add Harmony context for custom events



 

Here's a sneak peek of how some of the new updates and enhancements:

 

AppConnector-PopFlow-Logo.pngPopFlow AppConnector (Preview Feature)

1663866763369-AppConnectorBuildOut.gif

 

Streamlined PopFlow UI


 

 

Harmony

 

The Harmony enhancements and improvements provide greater visibility and control of your Oracle and telephony platforms within the Harmony Media Bar.

Here are a few of the notable improvements:

 

  • A new agent status allows agents to enter After Call Work (ACW) for NICE inContact
 

Integrations

 

  • NICE inContact integration now a fully-supported integration with OpenMethods Experience Cloud.

 

  • Cisco Device Selection allows agents to select their preferred when logging into Harmony Media Bar, and also allows agents to switch devices. This provides agents with a greater deal of flexibility as they move shifts, office spaces, and work locations.
 

 

Security

 

Numerous security enhancements and improvements.
 

Bug Fixes

 

We apply a number of bug fixes in every software release. These bug fixes address stability, performance, and overall platform functionality.

 

For a more detailed list of bug fixes, check out our previous release notes here.

 

Looking for additional Info?

Learn more about the iterative OpenMethods Experience Cloud releases here.

 

 

 

CONTROLLED RELEASE

Version 6.8 was a controlled release focused on delivering NICE inContact CTI Integration Support.

 

To fully take advantage of the features and functionality in version 6.8, we recommend upgrading to version 6.9.

 

 

What version were you looking to upgrade to?

 

Fall 2022

 

 

Check out all the features and enhancements available in our latest release. Click on any tab to learn more.

 

PopFlow

 

PopFlow has undergone a series of enhancements to make it easier to search, configure, and manage your workflows. 

 

 

These enhancements include:

  • Preview Feature: Secure server-side API calls with AppConnector
  • Streamlined and updated UI
  • Enhancements to Pop Search & Select
  • Ability to add Harmony context for custom events


 

Here's a sneak peek of how some of the new updates and enhancements:

 

AppConnector-PopFlow-Logo.pngPopFlow AppConnector (Preview Feature)

1663866763369-AppConnectorBuildOut.gif

 

Streamlined PopFlow UI

 

Harmony

 

The Harmony enhancements and improvements provide greater visibility and control of your Oracle and telephony platforms within the Harmony Media Bar.

Here are a few of the notable improvements:

 

  • A new agent status allows agents to enter After Call Work (ACW) for NICE inContact
 

Integrations

 

  • NICE inContact integration now a fully-supported integration with OpenMethods Experience Cloud.


 

  • Cisco Device Selection allows agents to select their preferred when logging into Harmony Media Bar, and also allows agents to switch devices. This provides agents with a greater deal of flexibility as they move shifts, office spaces, and work locations.
 

Security

 

Numerous security enhancements and improvements.
 

Bug Fixes

 

We apply a number of bug fixes in every software release. These bug fixes address stability, performance, and overall platform functionality.

 

For a more detailed list of bug fixes, check out our previous release notes here.

 

Looking for additional info?

Learn more about the iterative OpenMethods Experience Cloud releases here.

 

 

 

What version were you looking to upgrade to?

6.10

 

 

 

Check out all the features and enhancements available in our latest release. Click on any tab to learn more.

 

 

PopFlow

 

AppConnector-PopFlow-Logo.pngAppConnector (Preview Feature)

AppConnector is a new PopFlow feature that allows external API server-side calls using user-configured application connections. API application connections can be built and secured to connect to the source you want to reach, and can be securely reused within any of your PopFlows.

Here's a sneak peek of how AppConnector works:

 

1663866763369-AppConnectorBuildOut.gif

You can learn more about the App Connector feature, how it secures your data in transport, & most notably, how to receive early access to the preview here. Don't miss out on a chance to become a preview user and help provide feedback and recommendations for the new feature!

 

Security

 

Numerous security enhancements and improvements.
 

Bug Fixes

 

We apply a number of bug fixes in every software release. These bug fixes address stability, performance, and overall platform functionality.

 

For a more detailed list of bug fixes, check out our previous release notes here.

 

Looking for additional info?

Learn more about the iterative OpenMethods Experience Cloud release here.

 
 
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