October 19, 2023

This document describes the upcoming software changes in Emplifi Agent version 12.1. This document does not cover previous releases.

Update: This document has been updated and is inclusive of Release Candidates 1 and 2 of 12.1.

Most changes to the software are available immediately after you upgrade; however, some changes may require setup or configuration before you can use them.

Introduction

Users of Internet Explorer (IE) Browser

Microsoft ended support for Internet Explorer (IE) on June 15, 2022. Please visit the Lifecycle page on Microsoft’s website for more information.  

Emplifi supports the latest versions of the Chrome, Edge (including Chromium), and Firefox browsers.

Users of ePowerCenter Earlier than 10.5

Emplifi Inc. no longer provides Development support for ePowerCenter versions earlier than 10.5. Contact your Customer Success Manager to plan for an upgrade.

Users of PCEmail using CIC 2015 R1 and Earlier

Emplifi Inc. no longer provides support for CIC 2015 R1 and earlier versions for PCEmail users. Contact your Customer Success Manager to plan for an upgrade.

Help File

The Emplifi Agent Help provides detailed documentation on how the system works. To display the Help topics provided in your most recent upgrade, click the Help button (or press [Ctrl + F2]).

New Features/Enhancements

This is primarily a maintenance release for Agent, but there are a few notable enhancements to support improved workflow for administrators.

Better handling of large attachments with Email (A11-1249)

Several updates have been made to better handle large case attachments being send via email:

Email Size Limit

A size limit can be defined in a Configuration (Email) that is used to prevent large emails from being sent. This feature is designed to prevent/reduce emails from being returned by corporate email systems that enforce size restrictions. The size limit is an estimate and should be set several MB below any anticipated limits to account for rounding/estimating errors. For example, if the email size limit for your corporate email server is 16MB then 12MB is a reasonable limit.   

The Email oversize action setting is used for automated emails (such as Notifications triggered by an Action). Messages and Notifications that are sent manually provide users with a warning and allow the user to adjust the included attachment(s).

• No action (or is not specified) will ignore the limit.  

• Block send will stop the Notification from being sent and log the failure in the Notification log (visible from the case). 

• Remove attachment(s) over limit will remove attachments until the estimated size is below the specified limit. Adding ‘Responsible Rep’ to the CC or BCC to a Notification has been added to provide visibility to resulting email.

If no configuration settings are made the current default behavior will be used (no limits enforced by Agent)

Send Attachments as Links

A new option has been added to Notification definition and the manual Message/Notification window that allows attachments to be sent as links (instead of attached files). Recipients must be named users in Agent (no license required) to view the attachments.

Enhancements to Layout Editor (A11-1354, A11-1101)

Updates have been made to the Layout Editor and Windows Details dialog to simplify the process of editing layouts.

Layout Editor updates

It is best practice to edit layouts at the highest level needed. This is particularly important for systems that have multiple companies and/or configurations. The highest level is the Standard layouts that come with the system (also commonly called the base layouts).

Layouts are edited via the LayoutEditor, but are stored in XML documents. The naming convention of these documents is helpful in understanding the ”Level” of the layout being edited:

• The highest of layout definitions are stored in the LayoutList.xml file in the system's custom folder. Edits made at this level will apply to all user that do not have a lower-level layout edited. It is used for the baseline layouts used by most (or all for simple deployments where user/role-specific layouts are not needed).

• The next levels are based on the Company, Configuration, and then Language

• The Lowest Level would be LayoutListCSYSGDEFAULTen.xml for most systems

To promote the best practice of editing at the highest level and to provide better visibility to the level being edited, the layout editor will now default to displaying the layout at the level that is being used for the current user.

Example, if the CaseEditCaseFullH has been edited for the SYS Company and users in the DEFAULT configuration, then the Source File will be LayoutListCSYSGDEFAULT. If the layout has not been modified at any level, it will be Standard.

Prior to 12.1, the default values for these elements were based on the current user and there was no visibility to the current customization level. This contributed to users inadvertently editing the layouts at a lower level than was likely needed (which could cause duplicate effort and increased complexity).  

A new dialog has also been added that provides more granular control when generating layouts. Layouts will be generated for each combination specified as a separate call to the backend. This will allow the process to be cancelled during the process if a large regen request was accidentally made or there are significant errors in the initial generated group that need to be addressed before proceeding.

Quick access via Window Details

Several updates have been made to the Windows Details dialog (accessible via Ctrl+Q, user must be in an active field).

	The View Name now has drop-down that displays the layouts present in the current view
	The current layout can be regenerated and reloaded directly from this window
	The Edit Layout button will open the Layout Editor and navigate to the selected layout/view.

Summary of new features/enhancements for version 12.1

Bug Fixes 

Summary of fixes to software elements for version 12.1:

Updates included in RC2

The following items were added/updated in Release Candidate 2 of version 12.1: