v 2.2 - 03/12/2019


VeloCITY 365 Version 2.2 Highlights

This version of VeloCITY has many feature enhancements as well as numerous UI Improvements, which are designed to improve the efficiency of both navigation and overall use of the application.  The release also includes a number of bug fixes as reported by customers, as well as those found internally. 

These release notes are meant to serve as a high-level overview of the contents of this Product Release.  For additional information and more detailed descriptions, please refer to the updated End User Guide, Technical and Administrative Guide, and Citizen Engagement Portal End User Guide.


Bug Fixes

The following bug fixes are included in Version 2.2

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On the Portal, when viewing the Map, any cases with a status of “On Hold” or “Waiting for Details” are no longer displayed.  Once their status is updated, they will be displayed.


If a specific Service Request Type is not available for intake on the Portal, it will no longer be displayed as a Related Service Request Type when viewing a knowledge article.


Resolved the issue in CTI when a call was received from a phone number of an existing contact, and yet the Agent Console user attempted to create a new contact.  This now results in a Duplicate Contact message that will appear.


Resolved the issue where the “Active Alerts” view for alerts were only showing alerts that were published and not expired.  We now have views for Active Alerts, Published Alerts, Expired Alerts, and Draft Alerts.  This should mitigate if not completely eliminate the need to use the advanced find to see draft alerts.



The following Enhancements are included in Version 2.2


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When viewing a knowledge article on the Citizen Engagement Portal, added the ability to view available next actions such as creating a service request for related service request types, seeing related alerts and other related knowledge articles.


Added the ability for users to configure routing rules based on the location of the service request. These will be defined as part of the Service Area.  If a routing rule is also defined in the Interaction Wizard, then the rule defined in the Service Area will take precedence.


Citizens can submit notes and/or images at the time they submit their service request.


Added the ability to store images and attachments in SharePoint.  This selection is available as an option on the Interaction Wizard when creating new service request types.


While using the Portal, if you drop a pin inside a specific Point of Interest (ex: a Park), the name of the Point of Interest is returned in the address popup.  To view this, you need to “accept” the popup that appears indicating your pin does not have an associated address, then the popup will appear with the name of the Point of Interest and the associated address. 


Added the ability to detect duplicate contacts in the agent console.  If you try to add a new contact and the system detects a duplicate (based on last name and "email or phone"), you are presented with a pop-up window and can select the duplicate, or indicate your contact is not listed and proceed to enter the new contact details.


Added the ability to create an Alert directly from the Agent Console. 


Added the ability to add or update notes related to a Contact directly from the Contact Details page. 


Service request types in Citizen Engagement Portal are displayed in alphabetical order.


Added the ability for an agent console user to create a new service request from a Knowledge Article directly while remaining on the agent console home page.


Added the ability to search a portion of the case number on the Portal map using the * wildcard.  You can also search without the hyphens in the number.  For example you can search for CAS00439D1R1Y8 instead of CAS-00439-D1R1Y8.


Security roles and permissions have been updated in order to provide a more granular control over specific functions.  Please refer to the Technical and Administrative Guide for complete details.


Added a “Read only” role to facilitate use of the Dynamics Team License.


Added the ability for Agents to add or update notes for a case directly in the Case Details screen.


In the Agent Console, after typing a keyword in the search field you can press enter to execute the search directly and do not have to click on the magnifying glass.


In the Agent Console, after executing a search, the search term is cleared to allow the user to enter a new search term.


In the Agent Console, after selecting a tag from the drop down list, the search is executed immediately and you do not have to click on the magnifying glass.


Added the ability to control the appearance of the map in the Agent Console.  This is controlled through the ESRI Map Settings. 


When configuring a new Parent Interaction Type, if you do not select the “allow intake” checkbox,  the Interaction type will appear in the hierarchy list for “Create a New Service Request” in the Agent Console but will not be a link to create a service request.

46592, 47859

Added the ability to capture Feature Layer information supplied by the client, for example: Community Name, Population, etc; and display it on the case form.  For specific configuration on this function please refer to the Technical and Administrative Guide.


In the Agent Console, added the ability to search for a phrase such as “Winter Control” and the search results are ordered by the occurrence of the keyword(s) entered. 


Added the ability to define Service Areas.  They can be configured to either (a) allow intake only within the defined area; (b) prevent intake in the defined area, or; (c) have no restriction and are only used for identification purposes.


Added the ability for a CRM user to override an address when submitting a service request.  This option is activated on the Interaction Wizard for each interaction type, and once activated is available on the map when creating the specific service request.  On the Interaction Wizard, if this option is left unchecked users required to pick the address using the point or intersection functionality when creating a service request.  If checked, users can override the address and update it using the individual address fields.


Added a standard report which shows service requests rolled up by Department.


Added the ability to categorize interaction types by Department, using Dynamics out-of-the-box Business Units.


Added a standard report which shows service requests rolled up by Ward, provided Wards have been configured as a Service Area.


Added the ability to determine the Ward when creating a service request based on the defined Ward Service Area information.  The Ward will be displayed below the map in CRM and visible using the standard Velocity 365 Agent view. For specific configuration on this function please refer to the Technical and Administrative Guide.