Release Notes
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January 2025

3 months ago

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Features

Reporting

  • Recording URL Standardization:
    • Unified recording URL across UI, Download, Archive, and all reports.
    • The URL is consistent across all components of reporting, allowing users to access Archive CDR recordings without entering login credentials if Secure Recording is turned off.
  • CDR Enhancements:
    • Simplified the CDR Download process with date range limitations and improved success messages.
    • Enhanced data sanity with updated descriptions for call and answer duration fields.
    • Knowledge Base (KB) updated with field and KPI descriptions, linked directly to the CDR page for easier understanding.
  • Insights Toggle:
    • Introduced an "Insights Enable" toggle for account add/edit pages, visible only to admin and reseller users.
  • Download Engine:
    • Added a "Recent Downloads" feature in Insights for CPD, allowing users to download directly from the list with email notifications.

Dialer

  • Predictive Dialer Release:
    • Automated outbound calling system that connects only answered calls to available agents, while filtering busy signals, voicemails, and disconnected numbers.
  • Callback Scheduling:
    • Schedule callbacks on the agent panel are now sorted from oldest to newest.
  • Mandatory Disposition:
    • Toggle added at the campaign level to enforce mandatory disposition before moving to the next lead.
  • Auto Disposition:
    • Automated lead status updates for unanswered calls, while retaining the current behavior for rejected calls.
    • image-20250116-064530.png

Integrations

  • Salesforce Dialer Integration:
    • Developed integration with Salesforce Service Module, supporting authorization, campaign selection, agent mapping, and customized lead mapping.
  • MD365 Sandbox Support:
    • Integration extended to sandbox and UAT platforms, ensuring functionality identical to production for accurate testing.

UIX

  • Call Flow Visualization:
    • Incoming call flow visualization added for each number.
  • Recording Enhancements:
    • Call recordings for Whisper and Barge events are now available.
  • Number Prefix:
    • Added number prefix support for international calling on enabled accounts.

Mobile Apps

  • New Features:
    • Agents can now log in using Microsoft (Azure) credentials (SSO).
    • Added attended transfer functionality to the softphone app.
  • Enhancements:
    • Introduced an "Incoming" section in call records on the agent mobile app.

Messaging

  • My Numbers Edit Page:
    • Streamlined SMS and WhatsApp trigger selection for improved usability.

Console

  • Payment Gateway Integration:
    • Integrated Stripe Payment Gateway for seamless transactions.
  • Dynamic Currency Support:
    • Enabled dynamic currency configurations across all platforms.

Bug Fixes

Reporting

  • Fixed issues with "No Data Available" in the Dialer Schedule Callback Report when extracting data for a month.
  • Resolved incorrect call result logging where answered calls were marked as “Missed by Customer.”
  • Resolved mismatches between Agent Performance and Call Detail reports.

Dialer

  • Corrected lead details display discrepancies when calling directly versus from the CDR sidebar.
  • Fixed an issue where numbers not in the Account DND List were erroneously flagged as undialable.

Campaigns & Contacts

  • Resolved an issue where broadcast campaigns did not retry statuses based on the configured settings.
  • Ensured proper validation for the name field during lead uploads in single, bulk, and master uploads.

Integrations

  • Fixed login issues with Bitrix24 integration caused by Chrome's third-party partition settings.

UIX

  • Addressed discrepancies in agent availability and break durations in reports.
  • Fixed issues with incoming calls not being routed to active agents due to outdated active call data.

Mobile Apps

  • Resolved app crashes during inbound calls in the background.
  • Fixed audio glitches in the Smartflo app when running in the background.

Optimizations

Reporting

  • Reduced report-fetching time in the Agent Performance Dashboard.
  • Improved Real-Time Report responsiveness for faster insights.

Dialer

  • Improved Progressive Dialer functionality with:
    • Auto-dialing for leads with reset statuses.
    • Systemically picking new lead uploads without requiring a page refresh.