4.4.7
Learn what's new with Keyfax 4.4.7.
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Learn what's new with Keyfax 4.4.7.
Last updated
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Keyfax 4.4.7.0 is a major feature release introducing dozens of highly requested features and several dozen smaller fixes and improvements. To learn more please review the Keyfax 4.4.7.0 release notes below.
The video calling integration offered out of the box as part of Keyfax 4.4.7.0 introduces visual assistance capabilities into Keyfax to help call centre advisors or subject matter experts initiate a video call with tenants to help diagnose repairs or assist with enquiries visually in real-time.
Video calls can be initiated at any point within a Keyfax staff script via a Video Call question type available within Keyfax. When this question is added into a script the advisor is presented with the following options...
Often the tenants name, email address and / or mobile number can be auto populated from your housing management system within Keyfax meaning advisors typically only need to perform a few clicks to initiate a video call.
The tenant will be sent a unique link via SMS to initiate the video call. Once the advisor and tenant are connected the video calling user interface presented to advisors during a Keyfax video call can be seen below...
With the tenant’s permission it's possible with the video calling support, powered by Fixzy.ai to capture sound, images or video. Other Fixzy.ai tools can be used to annotate captured images or measure room dimensions. All media captured during a video call is then securely available to housing management systems within the Keyfax results to store alongside any entry (works order, repair request, call etc) created within the housing management system.
Keyfax 4.4.7.0 now offers an out of the box integration with FLS VISITOUR from the leading DRS scheduling provider FastLeanSmart. FLS VISITOUR provides appointment and route scheduling capabilities for field service agents in real-time as scripts are being completed by tenants or call centre advisors within Keyfax.
Using the built-in Keyfax and FLS VISITOUR integration call centre advisors or tenants can quickly and easily schedule appointments during the Keyfax script getting suggestions for the best times based on known availability.
After the appointment is scheduled through Keyfax the appointment will be immediately accessible via the FLS VISITOUR desktop & mobile applications to field service agents.
An example of scheduling an appointment using the FastLeanSmart FLS VISITOUR integration within Keyfax can be seen below…
Once scheduled through Keyfax the appointment will appear within the FLS VISITOUR application as shown in the example below…
Microsoft Entra ID is a cloud-based service that manages identity and access to applications and services. With Keyfax 4.4.7.0 organizations can now leverage Microsoft Entra ID to centrally manage access and permissions throughout Keyfax.
Currently Microsoft Entra ID can be used to centrally manage access and permissions for Keyfax script authors who require access to Keyfax Administrator Tools. This gives organisations central control over access to the administrative interface of Keyfax and provides script authors a seamless single sign-on experience. For example, with Microsoft Entra ID support enabled script authors no longer need to enter a username and password to access Keyfax Administrator Tools as shown below...
In addition, for call centre advisors and / or service staff Microsoft Entra ID can also be enabled to secure access and permissions for publicly facing installations of Keyfax Repair Diagnostics and / or Keyfax Enquiries Diagnostics. This is useful if you have a staff installation of Keyfax that needs to be accessed over the public internet but needs to be secure and only accessible to call centre advisors and / or service staff.
An example of editing a Microsoft Entra ID account via Keyfax Administrator Tools is shown below...
To control permissions and access to Keyfax for users and groups app roles can be created within the Entra ID admin centre with specific names as demonstrated shown below...
These app role names are configurable if necessary, via Keyfax configuration.
With Keyfax 4.4.7.0 it’s now possible to send outbound SMS messages to advisors and / or tenants at any point during a Keyfax script. This can be helpful to acknowledge orders or share steps to help diagnose common problems.
An example of how an SMS message can be composed within Keyfax Administrator Tools is shown below…
To send SMS messages Keyfax will need to be configured to integrate with a 3rd party SMS provider. Currently Keyfax supports both ClickSend and VoiceSage API’s. It’s worth noting you would be required to purchase credits separately with either ClickSend or VoiceSage to send SMS text messages via Keyfax.
Keyfax administrators can get visibility into sent SMS message via the new communication queue capability also introduced within Keyfax 4.4.7.0.
Keyfax 4.4.7.0 now offers an out of the box integration with VoiceSage to allow Keyfax to send rich media message (RMMs) at any point during a Keyfax script. RMMs are enhanced SMS messages that allow you to send richer content like images, videos and links direct to user's mobile devices.
Keyfax can now leverage the full power of VoiceSage including the built-in VoiceSage RMM template support to deliver highly personalised, yet consistent rich media messages direct to tenants and / or advisors.
You can see an example below of how RMM messages within Keyfax can be configured to replace placeholders within VoiceSage templates with real values available to Keyfax or obtained during the Keyfax script...
Keyfax administrators can get visibility into sent RMM’s via the new communication queue capability also introduced within Keyfax 4.4.7.0.
The new communication queue feature introduced with Keyfax 4.4.7.0 provides a complete history of all outbound communication sent by Keyfax. This history includes all outbound emails, text messages and rich media messages.
You can see an example of the new communication queue screen accessible via Keyfax Administrator Tools below...
With the new communication queue functionality Keyfax will now also alert Keyfax administrators upon launching Keyfax Administrator Tools of any failures to deliver outbound communications.
The way Keyfax also sends messages has been improved. Keyfax 4.4.7.0 no longer has a dependency on IIS 6.0 compatibility tools or a local SMTP server to be installed on the Keyfax server and instead Keyfax can now be configured to point directly to your public SMTP server or MS Graph API. This is possible as Keyfax now sends messages periodically on a background thread ensuring any SMTP issues or errors won't impact Keyfax performance.
For any detected failure additional error information via Keyfax Administrator Tools is also provided to help troubleshoot and quickly diagnose the problem. Upon resolution of the failure the message can now also be resent to the intended recipient ensuring outbound communications are never lost if any failures to send occur.
A new optional welcome page has been introduced for advisors with Keyfax 4.4.7.0 to make it even easier to quickly locate the right category to start helping tenants. An example of the new staff welcome page is shown below…
With Keyfax 4.4.7.0 the hotspot image editor available within Keyfax Administrator Tools has been significantly improved allowing script authors to now quickly & easily upload hotspot images into the Keyfax database and add clickable regions with custom text labels – text labels no longer need to be embedded within the image.
You can see an example of a custom hotspot image below with labels defined and added via Keyfax Administrator Tools…
The displayed labels can now be added automatically and positioned via Keyfax Administrator Tools as shown below...
With Keyfax 4.4.7.0 it’s now possible to visually represent topics displayed within a category for both online and staff scripts using a custom image or icon. This makes it even easier for both tenants and advisors to quickly navigate to the top of interest.
You can see an example of icons being used at the topic level within a staff script below...
With Keyfax 4.4.7.0 it’s now possible to use custom images or icons at the question level within both staff and online scripts to visually represent the available choices or responses for a particular question.
You can see a "before" and "after" example below from Keyfax staff scripts.
Before Keyfax 4.4.7.0 (no optional icons) ....
After Keyfax 4.4.7.0 (with optional customisable icons) ...
Keyfax has always supported visual diagnostics using hotspot images at the category level. With Keyfax 4.4.7.0 this visual diagnostics support has been extended to now allow hotspot images at the individual question level anywhere within a Keyfax script.
This improvement now allows Keyfax script authors to design a fully visual script helping both tenants and advisors quickly & easily navigate & complete scripts in a more visual manner.
You can see an example staff question below where the advisor is asked to choose between white or coloured options…
The new search anywhere capability introduced within Keyfax 4.4.7.0 Administrator Tools now allows Keyfax administrators or script authors to quickly and easily locate any content within Keyfax via a simple keyword search.
The new search functionality is accessible via Keyfax Administrator Tools within the tital bar as shown below…
To visually help tenants understand certain names or terms when reporting a repair Keyfax 4.4.7.0 introduces support for related images within online scripts.
If defined these related images appear throughout a Keyfax script and can be helpful to provide additional visual context to help successfully diagnose or report a repair.
You can see various example related images below for all Bath related online scripts…
General Additions
A new "Hide service cost" call permission allows Keyfax administrators to control who can see service costs. (#1614)
With Keyfax 4.4.7.0 it’s now possible to quickly and easily locate any references to specific databox expressions used within your Keyfax Scripts. With the expression selected a new button will now be displayed to the right of the expression as shown below…
Added ability to sort users by user group (#1441)
Added warnings upon Keyfax Administrator Tools launch if communication failures are detected (#79)
Added warnings upon processing email tasks if errors are detected with the email attachments (i.e. the attachment cannot be found) (#1091)
Improved presentation of data integriry dialog to better highlight detected critical issues.
Added ability to sort messages via message code or description (#1172 / #31)
Added ability to sort databox expressions by name or value (#31)
Added ability to generate Web API keys for any Keyfax configuration (not just the default configuration) (#1419)
Added ability to mark check list question types as mandatory (#1380)
Added support for Google Tag Manager embeds within Keyfax self-service (#1371)
Updated the "by Script Path" family of Keyfax Administrator Tool reports to perform a wider search (#1537)
Removed 2000-character limit when editing SQL databoxes via Keyfax Administrator Tools (#1084)
Added additional "Interview.log" messages if errors occur reading email attachments (#1091)
Various updates to Import / Export script type functionality to accommodate for new functionality introduced within Keyfax 4.4.7.0 (#1484)
Added option to automatically expand categories with matching topics when performing a keyword search via the Keyfax advisor / staff user interface (#58)
Added ability to display a tenant's name and address if supplied upon Keyfax launch within Keyfax Repairs Self-Service and Keyfax Enquiries Self -Service (#1279)
Improved wording within exclusive mode to make it clearer when non-exclusive users are attempting to login to Keyfax Administrator Tools (#1472)
Updated Keyfax logo within all Keyfax Administrator Tool reports (#975)
For online scripts updated the <ReturnUrl/> used when launching Keyfax via the Test Tab within Keyfax Administrator Tools to redirect to <ScriptTestReturnURL/> identical to staff scripts (#1603)
Updated wording around "Test Changes" check box when launching Keyfax via the Tast Tab within Keyfax Administrator Tools to make it clearer the purpose of this option (#1605)
Updated Chromium embedded web browser control used throughout Keyfax Administrator Tools. (#1555)
Automated Keyfax web application installation process via set-up utility (987)
Various improvements to script type import and export functionality (#1484)
Fixed issue with "Go back" and "Cancel Request" buttons still being visible after cancelling the Keyfax script (#569)
Fixed issue with "Cancel Request" button still being visible within a cancellation system script (#1387)
Fixed issue with italic text not appearing as italic within Keyfax messages (#1436)
Fixed issue that prevented navigation to a marker when double clicking markers via the item type menu within Keyfax Administrator Tools (#1567)
Fixed issue with character limit for text question types not being applied for default values set via asset data (#1576)
Fixed issue with date filters being ignored for "Feedback" report within Keyfax Administrator Tools (#1572)
Fixed issue that could cause a "Dictionary not found" message when using the spell checker within Keyfax Administrator Tools (#1179)
Fixed issue with "Summary of Tasks Logged" Keyfax Administrator Tools report not obeying default search criteria specified within Keyfax configuration upon initial load (#1355)
Fixed issue that could cause Keyfax Administrator Tools to crash when entering an invalid user type upon the User Maintenance screen (#1377)
Fixed issue that prevented videos captured during a call from being displayed when accessed via the "Test" tab within Keyfax Administrator Tools (#1185)
Fixed "An error has occurred" message when accessing the "Script Details" Keyfax Administrator Tools report if the results contained lengthy databox expressions (i.e. 2000+ characters) (#1330)
Fixed issue that could cause the data integrity dialogue shown at start-up when launching Keyfax Administrator Tools to only appear once after a Keyfax upgrade (#1175 / #1456)
Fixed issue with <New Topic> option disappearing unexpectedly when editing categories and topics within Keyfax Administrator Tools (#739 / #1190)
Fixed issue when adding new topics via Keyfax Administrator Tools after focus was on an existing topic allowing questions to be dragged into the wrong topic (#1459)
Fixed issue that prevented editing the "Next Step" as Keyfax would incorrectly identify the step as having child steps (#849)
Fixed issue with "Summary of Services Logged" report within Keyfax Administrator Tools not using configured default dates upon initial load (#1531)
Fixed issue with "Summary of Services Logged" report within Keyfax Administrator Tools potentially crashing due to foreign-key constraint error (#1533)
Fixed issue within Keyfax Administrator Tools that could cause a NoteWrapper.xhtml file could not be found error to occur (#1534)
Fixed issue when adding a databox if you'd previously filtered databoxes to present no results (#1090)
Fixed issue with "New Enquiry" button still being visible on default staff response page even if the enquiries script type was disabled (#1235)
Fixed issue that would prevent opening a "Databox Write (DBW)" from the Keyfax Administrator Tools script grid (#1554)
Fixed issue with "Order History" report within Keyfax Administrator Tools that could cause the report to fail if the date range exceeded 4 months (#1578)
Fixed error that could occur when editing check box list question types via Keyfax Administrator Tools if you "Restored" changes and then edited the question again (#1595)
Fixed issue that could cause the old Keyfax icon to be used within the Windows Task Bar upon the Keyfax Administrator Tools login screen (#1597)
Fixed issue that prevented the ability to delete list options When adding a new check list or list question (#1596)
Fixed issue with the Keyfax Test Container that could cause the incorrect script type to be loaded (#1613)
Fixed issues when generating a .bacpac file of a Keyfax database - to ease migrations into Azure (#1399)
Fixed several low and medium risk security vulnerabilities identified by the 3rd party vulnerability scanning solution employed as part of the build process (#1356)
Removed several, unnecessary superfluous files, folders and stored procedures (#1529 / #1294)
For additional information on our video calling capability and Fixzy.ai partnership please see our recent blog post.
For additional information related to the Keyfax & FLS VISITOUR integration please see our recent blog post.
