Release notes 25.36

• This release consolidates clients who were previously on version 10.30 and clients previously on version 25.34.
• This release does not apply to clients on release 11.1.
• Releases can take several days to reach all clients.

You can check which version you’re on at any time by looking at the address bar while LeadDesk is open. For example, here’s a screenshot of a customer still on version 25.24.

Admin

User management

• When creating a user account, the options in the Language drop-down list are now in alphabetical order.
• When setting Access Rights for agents or projects, if you type to filter the list you will now be able to select multiple options without the filter resetting.
• Changing the Office filter in the Access Rights page is now correctly reflected in the top-right user menu in Admin.
• Removed the Capacity rule drop-down from the user settings for Admin, Manager, Teamleader and Sponsor accounts.
• Fixed a problem with editing profiles for External users that prevented you from deleting an existing external number.

New settings

• New Global setting to allow Admins to specify if agents should see contacts' histories in conversation or linear view.
• Added a new Global setting for Admins to determine whether agents can edit or delete their notes from contact history.
• Added a new Project setting that will show the caller's number when making an assisted transfer, or inviting a third party to a conference call.
• New setting for Outcomes. If the agent selects the outcome for a call, will it use the outcome only for the call or for the call and conversation.

• When creating keyboard shortcuts for Global outcomes, function keys F1 through F12 are selectable. Previously only F1 through F8 were available.

General use interface updates

• If an Admin deletes a flow which an Inbound route had been using, the Inbound route will be updated, showing Destination name as Flow deleted and the Project/URL as a dash -. This makes it easier to spot, and so repair, such broken links.

• In the Overview page's Call robots subpage, agents who have missed multiple robot diverts will shows as Banned. A banned agent must log out and back in again before the robot will send them more calls.
• Fixed a largely cosmetic problem with the Call robots page for admins with a lot of robots. Starting/stopping robots will no longer cause the list to "jump".
• Fixed a problem with the setting to hide queues in a queue group in the Queue groups page. Setting will now behave as expected for users not working in English.
• On the Contact lists page, if you show the contents of the contact list, the Last result column will now correctly display unanswered calls outcomes.
• Corrected the text on an Add button in the Meeting Calendar.
• When creating or editing an email template the Receiver email address field no longer accepts a space as a valid email address.
• When an Agent logs out of Talk, they will show as Passive on the Activity log.
• Fixed a problem when creating contact lists, where clicking the Create button twice could create two copies of the contact list.
• Fixed a border in the Change password dialog.

Omni

General user interface updates

• Changes to categories are now saved automatically; agents no longer need to click Save.
• Added a new notification to make it clear to agents that inbound is blocked when they have ongoing calls (or webchats, depending on Admin settings).

• Webchat messages in a conversation the agent has open and active will now be marked as read automatically.
• Small quality of life updates for Project greetings.
• In the History page, agents can now open entries that have no conversation associated with them, for example calls made in other agent interfaces.
• Updates to searching, to better handle contacts that have been created multiple times.
• Snoozed conversations must now be unsnoozed before they can be closed.

Conference calls

This release sees several updates, fixes and quality of life improvements for the new conference call interface. As well as general improvements to resource efficiency, they include:

• Agent is able to leave a conference call after calling in a third party, once the call is ringing.
• Agent is able to remove a third party from the conference call while the call to that number is still ringing.
• Fixed some strange behaviour with the mute button in conference calls.
• Fixed a rare case in conference calls that could prevent agents from leaving the call.
• Fixed a problem where calls offered to agents after they have been involved in a conference call might not connect correctly.
• When adding a third party to a conference call, the third party will now correctly see the caller's number if the project setting Show caller's number to third party is active.
• Updated conference call handling of on-hold calls and call recording.

Auto-answer calls

Updates for agents working on projects where inbound calls are set to automatically answer:

• Improved response time to calls if auto-answer of queue calls is enabled.
• Fixed an issue for projects with auto-answer enabled, where calls would occasionally open in the old style call dialog.

Fixes

• When an agent makes an assisted transfer to another agent, a new conversation is not created.
• Project specific tabs will now be correctly displayed when a contact is added to the Active list after a search or adding a note, as intended.
• Fixed an issue when preview calling from the Outbound page. Minimising the call before assigning an outcome, then browsing to the History page and selecting an unknown contact could prevent assigning an outcome to the minimised call. An outcome can now be assigned as expected.
• LeadLink messages can be marked as read.
• Attachments in message templates are included in messages using the template, as intended.
• Fixed a rare problem with sorting the History page in date order.
• If an agent accepts an inbound call while on the Outbound page, they will automatically be moved to the Inbound page and the call will be added to their Active list. This avoids a situation where the agent could not see contact's information.. 

Outbound

• Introduced validation on email addresses when sending message templates; messages will only be sent to properly formatted email addresses.
• Fixed an in issue for agents using the browser, where the project setting to start calls with recording paused could be ignored, and calls could incorrectly be recorded.
• Fixed the vertical alignment of text in several drop-down lists.

Talk

• Added a new Status page which lets agents record their current status when not on calls, for example to record they are on training.
• Fixed an issue where agents could not click to hang up a call that had been interrupted by an unstable internet connection.
• Fixed an in issue for agents using the Windows application, where the project setting to start calls with recording paused could be ignored, and calls could incorrectly be recorded.