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Release Notes 4.0

Updated

Content

  • Webagent: More call origin info on the call card
  • Enhanced SMS receiver field
  • New info in the statistics portal
  • Supporting the new MS Teams client
  • Navigator: User permissions
  • Navigator: Basic Call Log
  • Navigator: Caller Lookup
  • Bugfixes
    • Calendar improvements
    • Teams Presence
    • Queue Weight
    • Personal greeting
    • Queue announcements

Web Agent: More call origin info on the call card

To better inform you as to a call's origins, it is now highlighted in the call card if a call is:

  • A callback
  • Forwarded
  • A failed transfer
  • Failover
  • Camp cancelled

Enhanced SMS receiver field

The SMS field has been enhanced with intuitive suggestions for recipients based on your current call, last call or selected contact. Select recipients with one click.

New info in the statistics portal

We have added in additional information in our activity dashboard:

- Columns time in queue and time in IVR on activity data and supervisor dashboards has been added

 - Day and month field has been added to activity data index. This allows users to select workdays or specific weekdays when viewing data

Supporting the new MS Teams client

Now, you can open chats in the new version of Microsoft Teams from our clients. This works for queue, private groups and direct chat to a specific contact.

Web Agent: Send sms to CallerID 

You can send a sms to the inbound CallerID in the Web Agent.

Navigator: User permissions

To manage which settings each user may change or view, admin can now create a set of user permissions in Navigator.

Edit: This setting can be used as previously. The user has full control over activating their setting and adding input for destination (e.g. in case of forwarding).

Show: With this setting, the user can see their own settings but not change anything.

Hide: This setting is no longer shown to the user, but it still works if activated by admin (e.g. Forwarding when busy).

Navigator: Basic Call Log

We have implemented the Basic Call Log for Navigator. Now, you can see the latest 20 calls in terms of "answered", "missed" and "outbound" across all devices at all times.

Navigator: Caller Lookup

Now, you can use the same caller lookup function and configuration in Navigator that you know from Contact Center.

Bug fixes

Calendar improvements

We have improved the calendar synchronization. This fixes missing sync and events in Zylinc Cloud.

Teams Presence

The challenge of opening the Configuration Manager's Teams Presence section when more than 1 delegated user was added has been resolved.

Queue Weight

If the weighting calculation result was higher than an if value, Queue weighting did not work. This has been corrected.

Personal greeting

The challenge with the personal greeting being played when transferred has been fixed.

Queue announcements

The message before "you are number in the queue" was not played has now been fixed.