TABLE OF CONTENTS
- New features
- Enhancements
- Resolved issues
New features
New carrier: Inteliquent
We have expanded our telephony provider offerings by adding an integration with Inteliquent - https://www.inteliquent.com/. Inteliquent’s breadth and scope of services will allow us to continue to grow with flexibility to meet our customer’s evolving needs. Their interconnected carrier-grade tier 1 network is fully redundant and geo-diverse, all built on the high quality communication services already available to you.
New channel: Intercom chat
Intercom - https://www.intercom.com/ - is a customer communications platform that shows you who is using your product or website and makes it easy to personally communicate with them using targeted content, behavior-driven messages, and conversational support. Integrating with Intercom will allow you to streamline incoming direct messages from your business Intercom account into omnichannel. For more information, view the Knowledge Base article “Intercom.”
New module: Database provider integration
We are pleased to now provide the ability for customers to transfer their call center data to their own internal database storage by utilizing our new Database Provider Integration module. Installing this module will allow a customer’s development team full access to data needed to generate custom applications such as custom dashboards, custom reporting, agent KPI tracking, etc. The transferring of data by default will run once a day; however, scheduling customization is an option. We currently support SQL Server, Postgres and MySQL integrations with plans for a future integration with Oracle. For more information, view the Knowledge Base article “Bring Your Own Database.”
Callback takeover
Eliminating duplicate callbacks can now be achieved with our new callback takeover feature. Located in the Queue > Call Settings > Callback Settings tab, this feature when enabled allows all inbound phone contacts to have their ANI checked to see if a callback already exists on that queue for the same ANI. If a match is found, the inbound phone contact will automatically take over the callback with the same priority of the original callback. The original attributes, such as competency and language, must match for the callback takeover to occur. (6232)
Enhancements
Quality management
All Evaluations and My Evaluations
A magnifying glass icon has been added to each grid entry that when chosen will navigate to the contact details associated with each evaluation.
Default columns for Team, Originator, Queue, Last Updated and Contact Start Time have been added.
Completed evaluations are now populated in both reports as soon as they are saved and completed. (9461)
When an evaluation is completed, the red badge icon now immediately appears in the My Evaluations icon in the left hand menu. (7918)
My Evaluations will only show under Reports > Feedback when the Quality Management module is installed and the user has been assigned the ACD role. (9846)
Filters for both “Team” and “Form” have been added.
The new “Form” filter will allow you to:
Have the Evaluation Form Name chosen added in the top right above the grid
Have all evaluation questions dynamically added in the columns drop down under filters for the form chosen
Have the evaluation questions and associated responses populate in the grid by selecting the dynamic columns and choosing “generate”
Once generated, have every question with its associated response shown for each evaluation completed (8531, 8532)
Feedback > Quality Management
Last Updated and Evaluation Start have both been added as new date/time default columns in Incomplete Evaluations. A “Delete” button has also been added for removal of incomplete evaluations that are no longer needed. (9452)
When completing an evaluation under All Interactions, the “Save and Submit Evaluation” button will remain active after using the “Save Evaluation” button. (9459)
The ACD user name that is associated with the evaluation being completed is now shown at the top of the evaluation form when completing an evaluation under All Interactions. (9460)
The toggle icons under Manage Lists have been formatted correctly. (9911)
All Interactions grid now uses the updated date picker, filers and column selector used in all other historical reports. (8276)
Outbound MMS
Outbound MMS (Multimedia Messaging Service) is now supported for messages within the Agent Experience. (9359) MMS support has also been implemented on our new carrier, Inteliquent. (9702)
Bring your own storage
Third party storage providers now support storing ACD Voicemail recordings as well as MMS attachments. The same storage providers that are set for the offloading of call recordings will now also be used for ACD Voicemail recordings. (8079) Videos, images, attachments, etc. that are sent to/from the call center via MMS will now be offloaded to any third party storage providers as well. (9554)
Portal interface improvements
The 22.3 release continues to ensure a seamless design standard across the web user interface by expanding upon the enhancements made to our Vue.js framework. All of our enhancements have now allowed us to sunset our classic angular interface. (8934) Not only have many visual enhancements been made, but numerous updates to functionality have also been made in order to continue enhancing usability of the platform. One notable enhancement in this release is the icon changes in the side navigation menu.
Agent experience
Interface
Station settings now have three settings for audio: audio input, audio output (previously speaker device), and notification output which can be used to change the incoming notification device. (9280)
When multiple instances of the Agent Experience are running simultaneously and an ACD user attempts to handle an inbound and/or outbound contact in one of the instances via Softphone, an alert will be presented and the duplicate instance will be disabled. (9532)
The delay when an ACD user dials 911 has been reduced. (7861)
Now when an interaction is routing to an ACD user rather than displaying “Full Capacity” as the user state, “Routing” will be displayed. (10012)
Outbound transfers will now display the callerID of the original inbound call to the transfer recipient. (9448)
When changing to the default not ready state in the Agent Experience, the actual ACD user state will now change. (9472)
If a user profile does not have a “Ready” state assigned to it and a user signs in with that profile, then no “Ready” icon will be displayed. (8271)
Ready / Not Ready
So long to the “Online” state confusion. Now user states have the capability to have display names added for “Ready” and “Not Ready.” (9472) Notable changes when enabling “Allows Ready” on a user state are:
“Ready Display Name” and “Not Ready Display Name” are two new fields that will allow both display names to be customized for use in the Agent Experience as well as in all real time ACD user state displays.
Online-Ready can now be displayed as “Ready” and Online-Not Ready can be displayed as “Not Ready” eliminating all of the “Online” confusion.
The release will not automatically update the “online” default state, however. An administrator will need to manually update these two new fields after the release.
These fields will only affect the real time state names that are displayed in the UI and will not affect historical reporting.
Transfer and requeue redesign
In order to save ACD users navigation time as well as give them the ability to make better decisions on who and where to transfer, significant enhancements have been made to the requeue, transfer, and conferencing processes.
Active interaction controls: To initiate a phone interaction transfer, users will choose the “Transfer” icon while users initiating written channel transfers will choose the “Ellipsis” menu icon first and then choose the transfer option. Dispositions and notes now have individual icons while “Copy SessionID” has been moved to the Ellipsis menu. (7840)
Transfer modal: ACD users will now be able to choose from three transfer types: Queue, User or External Destination. All other options presented will be conditional upon the transfer type chosen. (7843) If transferring to a specific user, language and competency have been removed as options as they no longer apply. (9438) If “User” is chosen as the transfer type, user availability will be shown next to the user, and users not logged will show as “Offline” and will not be able to have any interactions transferred to them. (6143)
Three queue metrics will now be available in the transfer modal:
Number of users available: Will be based upon the queue, language, and competency chosen
Longest wait: Will be based upon the queue chosen
Number of interactions in queue: Will be based upon the queue chosen (7845)
Users also have the three transfer option buttons now clearly labeled as:
Blind Transfer (formerly Requeue and drop out): Will drop the ACD user from the transfer.
Hold and consult (formerly Hold active calls and requeue): Will place the caller on hold allowing the ACD user to consult with the transfer recipient.
Conference (formerly Requeue while calls are active): Will place the caller, ACD user and transfer recipient into a three way call.
Add call to existing call: When using the “+” icon to add a call while on an existing call, the following enhancements have been made:
Controls have been relocated together at the bottom of the UI.
“Add Call” and “Hang Up” have been removed as those are no longer needed on this screen.
“Hold and Dial” has been renamed to “Hold and Consult.”
The “Conference” option has been added.
All three options function the same now as in the Transfer modal outlined above. (9384)
Multiple call controls: While on multiple calls simultaneously, several enhancements have been made. (8281)
“More” has been added as a label for the “Ellipsis” icon.
“Hang Up” icons will now be available for each active call.
If more than two calls have the same status, they will be nested under that status, and “Blind Transfer” will be deactivated.
Buttons for “Merge” and “Blind Transfer” have been added in place of the “Requeue” button in order to facilitate a more clear transfer experience.
If the ACD user happens to be using PSTN station settings, the drop out button will now function as designed. (9481)
Requeue delivery timeout: This new field under Administration > Channels has been added for all channels. It will determine the number of seconds to wait for a target user to accept an interaction after it has been transferred directly to them before the interaction will be placed back into the queue for the next available agent to handle. The default setting for all channels is 180 seconds. (5977)
Administration
Greeting and menu settings
“Hang Up” has been added as a new menu option type. (8437)
When using “Default IVR Option” in a menu for either the retry limit or no input behavior, an error will be presented if trying to save with no default queue option type assigned. (9228)
In a menu when choosing an option type of transfer external, interpolation from the phone number settings can now be used in the "destination" field. (9942)
Default menu text, retry limit tooltip, and retry timeout tooltips have all been updated to better explain how to handle interactions that should have the “Default IVR option” path taken immediately after menu text has been heard by the caller. (9258)
Greeting and menu creation wizards have been removed and replaced with the following:
Greetings/Main Menus > New Greeting and Main Menu button:
Opens a new greeting/menu combo that will include all of the current defaults
Has the “Name” field added to the greeting as well as the menu tab
Will not allow a new greeting/main menu to be saved until both greeting and menu names have been added
Will allow the user to create a new menu or select an existing menu
Menus > Add Menu button:
Opens a new menu that will include all of the current defaults
Has the “Name” field added
Will not allow a new menu to be saved until the menu name has been added (8587)
Queue settings
Setting a queue screen pop type of “external web page” now supports interpolated values within the URL. (9719)
The display name of a queue will now be used for queues assigned to a user profile. (9607)
To better clarify when an in-queue timeout will be taken, the tooltip has been modified to: When enabled, the action will be taken once the caller has waited in queue for the specified amount of time. If an in-queue announcement is being utilized when the in-queue timeout has been reached, the action type chosen will not begin until the in-queue announcement ends. (8944)
When trying to add a new queue with the same name as a deleted queue, an error message will now be presented with an option to “Reactivate” the deleted queue. (8615)
ReQueue tab has been removed from all queue settings as it is no longer used. (9437)
Queue Settings Menu > Requeue Type options now reflect the same labels that are shown in Agent Experience transfer modal. (9436)
General
When creating a new quick text, interpolation can now be used to pull in the ACD user’s name as well as their UserID. (9903)
The “Survey” project can now be assigned as a custom project reference on a phone number in order to allow an inbound phone interaction to go directly to a survey and bypass any menu and/or queue options. (9990)
Contact Manager now supports adding extensions as phone numbers. (9708)
The “Auto Attendant” module has been moved to an Operations only install and is no longer available for customers to download. (9849)
Blocking phone numbers now works correctly when using cloud routing, and when adding failover forwarding, modal instructions have been updated to the following: “Specify here how to treat inbound calls in the event of an outage at the local level where the primary service is offline. Note that failover forwarding will only work if the carrier supports it. Any phone numbers that have been blocked will route through during a failover.” (9965)
Reseller
Billing reports
To increase the billing report usability for our Reseller partners, the following enhancements have been made: (9188, 9999, 7272)
When downloading a billing report, email capability has been added as well as the option to set an expiration date for the download.
A toast appears verifying that the report was successfully submitted for download.
Reports > Report Downloads menu item has been added where links will appear once the report has been fully downloaded.
A red notification icon will appear when the download has been completed on the Reports Download menu icon.
The Contact Center Information report now downloads successfully. (9761)
General
Company creation wizard no longer includes the option to invite users. (7568)
Just like all non-voice channels are grouped into one module, now all voice only items have been grouped into two modules, ACD Channel module and PBX channel module, allowing our Reseller partners to market packages with no voice offerings. (9160)
A Parent company now has the capability to reassign a DID to a child company. (10011)
When migrating from one call center to a call center with the Reseller module, creating a new customer will now work as designed. (9868)
Sending MFA codes via SMS will now work with white labeled domains. (9233)
When creating a new call center using a template that has either the Quality Management or the Screen Recording module, the company will now create successfully. (10062)
Resolved issues
Dialers
Dialers - General
When using both Voicemail and Voicemail Drop, you can now choose the message type and language for each message as well as successfully have these messages left when voicemail is received by the end recipient. (9358)
When loading contacts into a campaign, the list dropdown is now sorted alphabetically. (9900)
Removing Preview and Agentless dialer modules will correctly remove their menu items. (7602)
Source File Expiration Date has been removed. (7707)
When running a campaign, rows will no longer be removed from the dialer lists. (9545)
In order to allow for multiple lists to be created from using one csv file, the filter section that was currently included when loading numbers to a campaign has been moved to List Management when loading a list. (9544)
“Check Do Not Contact Lists” and “Check SMS Opt out List” options have been removed from both dialers’ campaign settings as all Voice campaigns will automatically check against the Do Not Contact list while running, and all SMS campaigns will automatically check against the SMS Opt out list while running. (10042)
When loading list(s) with a large amount of numbers, a “Show Campaign Loading Count” option has been added under the Manage Campaigns > Gear icon that will show the current count of numbers being added to the campaign queue. All numbers from the chosen list(s) will be successfully added and available to use when the count reaches zero. (9510)
When loading a list to any campaign, “List load type” has been added allowing campaigns to have lists appended to or replaced without having to create a new campaign. This can be done when a campaign has been paused or stopped. List load type will be chosen first making the available list choices conditional on the two new list load types of:
Append to current list: Will add numbers to the end of all list(s) that are currently attached to the campaign
Replace current list with new list: Will overwrite any previous list(s) that have been loaded into the campaign with the new list (9546, 9366, 9402)
Agentless - General
Multiple Text to Speech voicemail messages will now play without using “{}” in the verbiage. (9401)
Agentless campaigns can now be saved and will successfully run. (9941, 9224)
A magnifying glass icon has been added that will call the given number and play through the agentless campaign. (9400)
When caller opts to be placed into queue, errors are no longer presented allowing the call to be queued successfully. (9296)
When an agentless dialer interaction is answered by an ACD user, the interaction is now routed to the specified greeting. (9946)
Agentless - SMS
Agentless SMS campaign messages are now appearing correctly in the Detailed History report. (9599)
Agentless SMS campaigns now show the campaign name instead of “internal user” in the Agent Experience. (7895)
End users are successfully being added to the SMS Opt Out list when replying “STOP” to an SMS agentless campaign message. (7894)
When running an SMS agentless campaign, end recipients are now successfully receiving messages. (9956)
When an SMS campaign has multiple messages added, all messages are now successfully being sent. (10040)
Preview
Configuring wrap up on a Preview Dialer queue now allows for no wrap up as well as wrap up with timeout configuration options along with no disposition requirement. (9516)
Installing the List Management module will no longer install Preview Dialer menu items. (7752)
When a user accepts a Preview Dialer call and the call begins to dial outbound, the user is no longer able to receive another dialer call at the same time. (9928)
Admin > Users > All Users > Edit User Profile > Channel Settings now shows the correct settings for Preview Dialer. (9474)
CallerID no longer reverts back to the first number in the dialing list when editing. (9610)
Redialing a campaign is now functioning as designed. (7892)
When creating a preview campaign, the “dispositions required” checkbox has been removed. (9998)
“Show Campaign Queue” is a new option added under the Preview Campaigns “Gear” icon for all paused and running campaigns. When accessed, the modal will show the next one hundred contacts in queue to be dialed. For stopped campaigns, the “Gear” icon will only allow for list properties to be updated and numbers to be loaded. (9402)
Dialers - Reporting
Users with an ACD user role will no longer have access to dialer reporting. (9648)
All real time reporting is now functioning as designed. (9824)
Icons for download, open new tab, and open new window for all dialer reports have been moved to their correct location in the UI. (9515)
Agentless Dialer campaign report now uses the same time format and timezone as all other historical reports. (7893)
Administration
Creating Users
When creating new invitations, the URL in the invitation email now redirects to the correct location. (9696)
When creating a new user, email format enforcement and validation have been removed. (9697)
When creating a new user, usernames and email addresses are now case sensitive. (10015)
Creating a new account with Google credentials works successfully. (9293)
Creating a new user account will now show a spinner while the account is being created. (8945)
When creating users from a bulk upload CSV file, users are now published to the user profile template assigned to them when created. (9971)
“Ask to Reset” column has been added as an option in the bulk user creation CSV file template that will when chosen will force ACD users to reset their password on initial login. (10009)
When creating users from a bulk upload CSV and users fail creation, the error message given is now more explanatory. Any users that are successfully created will be correctly added to the chosen call center. (10013)
Voicemail
ACD Voicemail Text to Speech prompts are now being heard by the caller. (9783)
When leaving an ACD voicemail, option 3 now works as designed. (9866)
Exceptions are no longer appearing for every callback and ACD voicemail interaction after delivery. (9477)
Voicemail only extensions will now allow semi-colons to be used when adding multiple email addresses in the email address field. (9378)
General
An error is no longer being produced when trying to activate or deactivate a scheduled task. (9723)
Registered time is showing correctly on all VOIP devices. (9906)
Greeting names can now be reused after being deleted. (9407)
When porting a number to a new carrier, the SMS carrier is correctly updated. (8622)
When setting up text to speech for an extension, the correct voice is now used. (9631)
In general settings, the main company number is now being used as the callerID when dialing from a SIP phone. (9612)
Persistent interactions can now be ended via the real time monitor. (9782)
When adding queues via the queue drop down list, the next available queue is now correctly shown in the drop down. (9904)
Adding a CallerID only number now works correctly. (9596)
When creating a queue rule with an email notification, the body of the email received now correctly reflects the type of queue rule created. (9993)
Latency when logging in to a call center has been improved. (9297)
Exporting via CSV from the Contact Manager now populates all data in the download. (9992)
The screen recording application can now be downloaded successfully. (9396)
When using extension dialing in a menu, not entering all four digits of the extension will no longer prevent the call from routing correctly. (9883)
An inqueue timeout set to forward to an external number now works on an ACD user requeue. (10060)
An inqueue timeout set to forward to an external number will now correctly have the queue name assigned to the outbound leg of the transfer. (10064)
Agent experience
Callback screen pops are working correctly. (9776)
Calls are no longer routing to multiple users resulting in the Agent Experience becoming unresponsive. (9744)
Downloading email attachments is no longer producing an error message. (8708)
Agent to agent calls now correctly update the statuses of both agents while on the interaction. (9781)
When viewing team members, characters in the name are no longer being cut off. (9929)
Audio device and incoming sound alert changes are correctly being saved. (9564)
Verbiage now matches between the Apple sign in button label and instructions. (9254)
When logging in too fast while experiencing high latency, an error is no longer being thrown. (9261)
When adding a file attachment in an interaction, the “file attachment” link correctly downloads the attachment. (9637)
ACD users can no longer drop out of an outbound call while the call is waiting to be answered. (9830)
Chat channel is correctly displaying the ACD user’s name instead of “N/A.” (9987)
When requeueing an SMS, the interaction is now successfully put into queue instead of being discarded. (9507)
Multiple calls now display the correct callerID. (9447)
Deleted phone numbers will no longer show as “From” options when initiating an outbound text message. (9534)
When making an outbound call, DTMF is now working. (10002)
Conversation history handling long written channel interactions has been resolved and will no longer recycle the same interactions repeatedly. (10014)
Reporting
Detailed History
Duplicate sessionIDs are no longer appearing. (9635, 9771)
Searching by Master SessionID now works as designed. (9733)
Searching by phone number in the Originator/Destination field now works correctly. (9836)
When leaving a voicemail via an extension based voicemail box, multiple sessionIDs are no longer shown. (9772)
PreQueue time is now accurate. (9774)
Destination Description is now populating correctly on outbound call legs generated by a callback. (9931)
Voicemail channel recordings are populating correctly. (9839)
Originator name is no longer displaying as the Destination for all outbound calls. (9618)
Dispositions are now showing correctly. (9977)
When viewing contact details, selecting the ACD user name will direct you to the correct user profile. (10020)
User State Summary
Profile ID has now been added to unlinked ACD user states. (9767)
The grid data and download data now match on Total Logged In, Total Duration, Total Ready Time and Total Not Ready Time. (8280)
Dashboard
The Today’s Handle Time Dashboard graph is no longer experiencing significant delays before updating. (9630)
Advanced options for admin requeue are now working correctly. (9847)
The admin requeue option now only shows for interactions that are waiting in queue. (9578)
After dropping out of transferred call, the ACD user will no longer show as being attached to the call in Active Contacts. (8302)
Silent monitoring and call recording is now ending when a call is transferred externally. (9854)
Display Name of a queue is now being displayed on the Active Contacts graph. (10063)
General
Outbound calls now made together are correctly linked under the same Master SessionID. (9698)
When forwarding to an external number, the Master SessionID is now being retained for the external forward call leg. (9768)
When using search in a filter, the characters being searched are now grayed out in the filter dropdown making multiple item selection easier to use. (9899)
The date picker in all reports will show the date and time when a time has been set but will only show the date when no time is set. (9329)
Saving any historical report view now correctly returns data. (8775)
When drilling into the details for a User’s state, the timeline is no longer missing. (9835)
Technical
Phone number can now be re-added using the CreateAllocatedPhoneNumbers API. (9478)
URI and parameters are now stored on screen within the API browser when navigating away and back. (9714)
After a post-call survey disconnects, the call detail record is now added. (7922)
The issue of hung HSMs has been resolved. (9439)
Inbound SMS and MMS messages to phone numbers that are not provisioned on the platform will no longer cause system exceptions. (9880)
Calls attempting to end in the platform while an ACD user is going ready no longer leaves the user in a bad state, such as not ready or full capacity. (9969)
Closing outbound SMS messages from the Agent Experience is no longer resulting in backend clearing of the interaction. (9933)