May 2024

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Integrations

1. Launch of enhanced integrations over new architecture - Launched Salesforce, Freshsales and Freshdesk with new I-frame experience and enhanced backend architecture. ENHANCEMENT
2. Salesforce Service module integration - Set up and manage our cloud-based application for Salesforce Service module. ENHANCEMENT
3. SFDC Dialer Integration - Cron Update for CDR and Call disposition - Customers can access the complete CDR on their SFDC page within 1 hour of call completion. ENHANCEMENT
4. Number masking functionality supported across Dialer integrations - Integration offering for Salesforce, Zoho and MD 365 in dialer able support calling operations even in case of number masking at CRM end. ENHANCEMENT
5. Version Upgrade - Freshsales Dialer Integration - Upgraded the integration framework wrt the latest version upgrades by Freshworks. ENHANCEMENT

Admin Panel

1. Internet Telephony
   1. One DID can now be assigned to multiple agents, dialed number will be blank in case of incoming calls. ENHANCEMENT
   2. Fixed an issue where if an external number transfer happening on an agent that is already present in the account, the calling number and called number were getting replaced with the DID. BUG FIX
   3. Fixed an issue where the Call Initiation Time for the transferred call and Initial call were the same. BUG FIX
2. UI Changes
   1. Click to Call icon updated. UX UPGRADE
   2. Chat support pop up removed from client and team member side. UX UPGRADE
   3. Tiles on home are now responsive. UX UPGRADE
   4. Widget section for videos added. UX UPGRADE
   5. Moved agent status button on top bar. UX UPGRADE

3. Click to Call
   1. Fixed an issue where if an outbound call was placed from the extension and it was then transferred to an external number, the call flow showed missed by number in case of answered as well. BUG FIX

Reporting

1. CDR (Call Detail Records)
   1. Fixed an issue where agent call duration was displayed empty when more info was clicked in CDR. BUG FIX
   2. Fixed an issue where calls were being shown as answered and missed by the same agent in CDR. BUG FIX
2. DAPR (Dialer Agent Performance Report)
   1. Optimizations made to automation scripts which were causing discrepancies in the DAPR. ENHANCEMENT
3. Broadcast Custom Report
   1. Fixed an issue where error was thrown while saving broadcast custom report if call duration had been added. BUG FIX
4. Dialer Custom Report
   1. Fixed an issue where dialer custom report was not moving to SFTP due to client SFTP filename restrictions. BUG FIX
5. Insights
   1. Dashboard - A new quick Insights Dashboard to get a glance of your contact center. UX UPGRADE
   2. Single UI - Now call logs, Agent Performance Dashboard can be accessed from single screen. UX UPGRADE

Contact Center Dialer

1. Webform enhancements - Added two new input types - Date & DateTime. Short text has two inputs to choose, Alphanumeric and Numeric with max and min value. ENHANCEMENT

2. Fixed an issue where if the customer had logged into multiple campaigns new calls were getting patched without dispositions being filled by the agent. BUG FIX
3. Fixed an issue where conference button got enabled when customer left the call. BUG FIX
4. Fixed an issue where the Start Dialing button got disabled when the call is hanged up in dial out each method. BUG FIX
5. Fixed an issue where if the lead name is too big it was going outside div boundaries. BUG FIX
6. Fixed an issue where +0 was getting attached as a prefix in incoming dialer calls. BUG FIX
7. Fixed an issue where there was an issue in selecting lead lists while mapping agents. BUG FIX
8. Fixed an issue where if the google captcha URL is blocked at firewall end. An error is thrown when agent is trying to login. BUG FIX
9. Fixed an issue where when a new lead list is added to the campaign and the agent panel is not refreshed then lead information is not getting displayed properly. BUG FIX
10. Fixed an issue where incorrect number of entries were being displayed in Dialer CDR when compared to the downloaded CDR. BUG FIX

Messaging

1. Interaction logs are now available for supervisors and admins. ENHANCEMENT
2. Users can now send media (supported by WhatsApp) in an Interaction. ENHANCEMENT
3. WhatsApp messages can be sent to Interantional numbers. ENHANCEMENT
4. Fixed an issue where no interactions were visible in the queue tab on the chat interactions page. BUG FIX

API and APPS

1. Updated My Numbers API - API dialplan can now be set as a destination. ENHANCEMENT
2. Added reason key field in webhook’s response. UX UPGRADE
3. Fixed an issue where call answered by agent trigger was not working if queue was enabled in department. BUG FIX
4. Fixed an issue where the agent ringtime field was empty in case the call is missed by customer. BUG FIX
5. Fixed an issue where DIDs were not visible on My Numbers page and Webhook List page both but when copied from the eye button, they get pasted. BUG FIX
6. Fixed an issue where on hovering anywhere after opening Eye button in Destination, Tooltip Content was being displayed. BUG FIX
7. Fixed an issue where call missed by customer was getting triggered in webhook even for answered calls. BUG FIX
8. Fixed an issue where incoming calls on softphone were either missed or answered, agent was unable to dial that number back through call history. BUG FIX