Multi-factor authentication
Admins can now set users to require multi-factor authentication when they log in. As well as typing a username and password, the user can be sent an email or SMS containing an authentication code.
For more information about setting up MFA see the article Setting up multi-factor authentication (MFA) for a user.
For information about how to log in if you are using MFA, see the article Logging in with multi-factor authentication (MFA).
Omni
- Improved the logic of the Reply all option. Recipients will not include the agent's sender email address and using reply all will not duplicate existing recipients.
- When accessing canned messages by pressing the / key, the list of templates will be shown in alphabetical order, just as when clicking the / button on screen.
- If an agent has typed but not saved messages or notes when they merge the current contact (or use Set contact), those notes or messages will be preserved. The agent will still need to save the note or send the message if needed.
- Improved handling of searches for contacts with no associated conversations. These contacts will now correctly show any project tabs in the search page, and in the Active list if the agent adds them to it. In addition, agents are no longer limited to having only one contact with no conversations on their Active list.
- Corrected a recent problem with transferring calls to flows or other agents, this will now work as expected again.
- Fixed a problem with the outcome "Busy" that could prevent further calls being offered to the agent after this outcome.
- When transferring a call in the conference call, if both the original caller and the third party disconnect, the call will end without the agent also having to manually leave the call.
Outbound
- The agent's session timeout will now be applied even to agents on the Away page in the interface.
- Fixed a recent problem that prevented agents from changing their selected queues.
Admin
- Improved the Contact Management tool's response time when handling contact lists with tens of thousands of contacts.
Contact lists > Contact Management - When creating inbound call routes for calls, using the LeadML destination type, the URL now allows parameters to be included.
Inbound > Inbound routes
Windows application
- Fixed a problem with reporting on the agents' time spent waiting for inbound calls in the Outbound interface. Instead of resetting every minute, the agents' duration will now be reported correctly.
Stagelight
- Newly created projects will now be correctly included if Stagelight is set to display all projects, and the agents working on those projects will display correctly.
Follow release notes to keep updated
You can stay up to date with the latest releases by following the release notes section of the support pages.
- Go the LeadDesk Software version history section of the support pages.
- Click the Follow button to the right of the section title.
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