Back to February

Fixes

Callbacks

  • We have added a fix where some callback calls were only recorded when a queue was set to record outbound calls, this has been resolved and callback calls will record based on the queue and agent recording settings.
  • We have added a fix when an agent initiated an outbound call (incl. callbacks), where if the caller hung up during the announcement the call did not stop for the agent. This fix will now also end the call for the agent.

Call flow editor

  • We have added a fix for the help button within the call flow editor producing an error and not displaying the help page. The help page will now load correctly.

CRM

  • Previously, when a user clicked the social media link within a CRM contact, this would open within the same tab ending an active call. The link will now be opened in a new tab.

Email/SMS

  • When an agent handled an outbound SMS or email, the text ‘Unkown Caller’ displayed in the inbox and title header. This will now display either the email address entered or ‘Outbound SMS’.
  • Updated functionality so when a large email is received by Contact, attachments will be stripped and body truncated in the agent view but still display the from address and sent date.

Login

  • When an admin user had been inactive on the admin portal for 15 minutes, a pop up displayed asking the user if they want to login. However, clicking the login button would take the user back to the sign in screen. This has been updated so that after 14 minutes a pop up displays asking if they want to remain logged in, then at 15 minutes the pop up text explains the user has been logged out.
  • We have added a fix for when an agent was logged in and set to be available on login. When a call immediately arrived on login, no call controls would be displayed to the agent and no audio was sent to the caller.

Reporting

  • We have added a fix for an issue where in some instances, scheduled reports were not being automatically generated and sent out.
  • We have added a fix for the Break Reasons and Working Hours report, where changing the aggregations to a date period (month, week, day or hour) results in the report not displaying data

Supervisor portal

  • We have added a fix for an issue when there were no agents available to receive calls on a queue, the supervisor portal alert is not sent.
  • We have added a fix for an issue where occasionally, when a call had been handled and ended by an agent, would still display in the supervisor portal as in the queue.

Text-To-Speech

  • A fix has been added to reduce the instances when the Text-To-Speech creation of audio files goes down.

Wallboards

  • We have added a fix where in some instances wallboards were displaying calls that appeared to be stuck, when the agent had handled and ended the call.