New Features

Roles

• This release supports the use of Customised Roles within Contact. To facilitate this, Gamma have updated the list of roles to the following: Agent Chat, Agent Email, Agent Microsoft Dynamics CRM, Agent Salesforce CRM, Agent Voice, Agent Zendesk CRM, Base Agent, Company Administrator and Supervisor. In order to create a new role with different Privileges you need to copy an existing role and edit this. This can then be applied to any of your users but be aware some elements cannot be assigned to users, e.g., you cannot assign a Supervisor Privilege such as Supervisor Portal to an ordinary user. A training video is available on the Gamma portal.

Find out more about Customising Roles within the Administrator Portal.

Voice Channels

• This release enables the use of simultaneous call distribution or Sim Ring. This is set at a Queue level and is enabled from the Queue>Advanced tab. Note the maximum number of supported agents and/or devices is 10. This overrides Skills Based Routing if set. Please refer to the Service Description for a full description of the changes for this feature.

Note: Within “Call Data Reports – Agent Report”, only the last agent simultaneously rung by the system is reported on, such that if another agent declines/answers the call, the last agent is the one credited to it. No other reports should be affected.

Find out more about simultaneous ringing within the Administrator Portal.