Enhancements

This release changes the ring behaviour if an agent puts themselves on a break whilst they are hearing the ringer. Now, when this happens, Contact stops calling agent.
If a Supervisor is viewing an Agent’s inbox a notification appears in the Agent Desktop

Call Recording

Administrators can now enable Queue Level Recording for Outbound Calls by selecting this option from Queues>Queue Recording

Administrators can change the Privileges of the Agent Voice role so that they can no longer Cancel, Pause or Stop Call Recordings. This is done by making a copy of the Agent Voice role and unticking those boxes in the list of Privileges. This will cause those buttons to be greyed out within the Agent Portal.

Find out more about Call Recording within the Administrator Portal.

If you delete a number from a campaign, it will be deleted regardless of its status. Previously, scheduled calls were not deleted.
If a call was deleted from a campaign, but had already been queued, it would still dial the number. This is now deleted from the queue as well.
When uploading a Number List to a Campaign the screen refreshes to show that the list has been successfully uploaded.
You can now import the same phone number multiple times to a campaign if each entry has a different contact name. If both fields match, the number will be rejected. This enables this to be used when calling multiple contacts from the same household for example.

Large emails can take a long time to load. Contact now makes it clearer that the message is still loading.
Contact now enables you to update the email server username and password without disabling the service first.

Note: To see more information around the Agent Portal, visit our Agent Knowledge Base.

This release improves the information shown to the Supervisor in the Live Data page for agents that have made themselves unavailable for a channel. This will now show that the agent is not handling that channel.

The Queue Availability data on the Live Data page now updates in close to real time.

This release improves the information shown to the caller when an Agent calls another Agent. This now presents the Agent’s name rather than their username, which may not be informative.
When offering Call Slots, if a caller doesn’t select an option, they could become stuck and hear no further prompts. To prevent this a timeout option and error path is now included in the node.
A default filename is now set in the Voicemail Node, which is required in order to send the Voicemail. This could previously have been left blank, meaning no voicemail was recorded.

Note: To see more information around the Supervisor Portal, visit our Supervisor Knowledge Base.