To give Portal users a method for providing feedback, all pages now include a feedback feature located just below the Welcome drop-down menu. Select a star rating (1 - 5), and then provide feedback, comments, or suggestions in the text field provided. The Product Management team will review the feedback and these suggestions will help improve Portal and the user experience.

Single Sign-On Enablement

Portal now supports SSO (Single Sign-On). When enabled, the Portal sign-in page gets replaced with a customized ADFS page, accessed from a client specific URL. Contact center personnel gain the benefit of only signing in one time to gain access to the following applications:

• Portal
• Finesse
• Cisco Unified Intelligence Center (CUIC)
• Cisco Enterprise Chat and Email (ECE)

ADFS Sign-On Page Example

NOTE: Single Sign-On is only available to clients with UCCE 11.5 or higher. To have SSO enabled please consult with your Account Manager.

Significant Account Change Notifications

Portal can now send email notifications to a new or current user upon creation or changing of account details. This includes:

• Creating a Portal account
• When supervisors reset or change a Portal user’s password
• Creating or changing a Portal user email address (Address of Record)

Example Change Email Notification

NOTE: With this feature enabled, the Email field becomes a required field for Bulk Request.

Interaction Manager UCCE Enterprise Support

Interaction Manager is now available for Enterprise 11.5 clients extending availability to a broader client base. If you are interested, consult with your Account Manager or go to The Interaction Manager Tool for more information. Professional services fees may apply.

Audio Manager User Interface Re-designed

Refreshed with an all new look, the Audio Manager page now has a much more intuitive interface with all functions intact. Audio Groups display within a tree structure and expand to reveal Audio Prompts in the left pane. The right pane lists all audio files associated with the selected Audio Prompt. This pane also has controls for managing both languages and audio files.

Dashboard Contact Center Widgets for All Humanify Portal Users

The following Dashboards are now available to Humanify Portal customers:

• Agent Utilization
• Average Handle Time
• Average Speed of Answer
• Queued Calls
• Service Level
• Trending

For more information, see Working in the Dashboard.

Help Center Topic User Feedback

Users can now submit feedback for the topics they read in the Help Center. If something is missing, hard to understand or just want to send a suggestion, simply click the No button at the bottom of the page to send an email to the TTEC team.

Humanify Portal Help Center Branding Updated for TTEC

TeleTech is now known as TTEC. The Humanify Portal Help Center website is now branded to match the style guide for TTEC.

Call Type Fields Optional

The Call Type field, found in the Properties pane for various node types, is no longer a required field.

Contact Flow Application Version Control

Contact flow applications created with Interaction Manager Designer are now versioned and stored. Users have greater flexibility as they can revert to the last known good or working versions of a contact flow. Contact flow applications have no limitations for the number of reversions.

Version Control Icon

Delete Contact Flow Application

A Delete App button is now available to delete contact flow applications. To delete an application, it must meet the following requirements:

• Application must not be locked by another user.
• Contact flow application is not deployed to production.
• The application is not linked as a sub-application to another contact flow application.

Display Test Number Assigned to Internal DN Node for Testing Application

Finding the Internal DN (dial number) for testing a contact flow application is now easier. After deploying to test, the Deploy to Test dialog box displays the testing number under the Test Number column.

Contact Flow Developer and Administrator Can Create New Skills

Only Contact Flow Developer (CF_DEVELOPER) and Contact Flow Administrator (CF_ADMIN) roles can create new skills.

Queue Node Call Variable Field Improved

The Call Variable to Store Call Data field, for the Queue node, now allows for more flexibility in assignment of call variable information.

Queue Node Can Connect to Additional Node Types

The Interaction Manager Queue Node can now connect to the following node types:

• App
• Audio
• Collect Digits
• Queue
• Route Schedule
• Route Switch

Clone a Contact Flow Application for Use in a New Application

When creating a new contact flow application, the Based On drop-down menu allows for copying another application. This feature creates a copy of the selected application’s nodes, removing the existing Internal DN and External TFN nodes. It also clears any call type assignments from applicable nodes.

Precision Queues User Interface Re-designed

Like Audio Manager, the Precision Queues page has a new design to improve usability. The page is now divided into two panes. The left pane contains a list of selectable Precision Queues. With a Precision Queue selected, the right pane displays all details associated with it.

Portal Name/Branding Change

icApplications Portal is now re-branded as Humanify Portal.

Disable User Using the Login Name

The Portal API now allows for disabling a Portal user or Active Directory account using the Login Name.

• Leading blank spaces are now allowed in the AgentID field of the bulk request template. (13953)

• Performance is no longer slowed while retrieving agent teams during a clone user operation. (eINC0308404)

• Only the most recent audio file plays and all play indicators are active at the same time. (14510)

• Can now de-select skill group assignment for the Queue node. (15098)
• Can now de-select a call type assignment in the Queue node properties. (15099)

• During a clone phone operation, the phone now correctly saves to both CUCM and the Portal database. (eINC0288585)

• Special Schedule Last Updated By field now updates when saving a special schedule. (eINC0312383)
• Daily Default Reset Value for Routing Control Switch now correctly updates in Routing Control cache. (eINC0292121)
• Intervals switch no longer disabled when adding a Special Schedule (14531)

• Scheduled Skills are now removed after clicking Delete Schedule icon. (eINC0302974 / eINC0312632 / eINC0292855)
• Audit reports no longer display double entries for add/remove agents. (12388)