As well as security updates, this release features:
Admin
- Changing the password of an Admin interface user will now force logout that user. This includes accounts for Admins, managers and team leaders.
- In Outbound call center projects, changed the Regionally random option for Number for first call and Outbound caller id selection logic. This setting is now Regionally random based on contact field. When selected, you are offered a drop-down list to choose either Phone number or an Other info field. The contents of this field are used to determine the phone number used. See Outbound number settings for more.
- If you reduce the setting for Data retention time in Settings > Global settings you will be asked for confirmation, reminding you that doing so can result in the loss of historical information. If the setting is still changed, the action is added to the audit log.
- In the Overview > Conversations page, Admins can now transfer the conversation to a different agent or queue in specific circumstances. Conversations still cannot be transferred if the conversation meets any of these criteria:
- The current agent is logged in.
- The conversation is outbound only.
- The conversation is empty or contains only calls, notes or SMS messages.
- When creating or editing accounts in the Users > User list page, the Work phone field will now validate that you have entered a number in a valid phone number format.
- Fixed a problem with editing contact information in Admin that could cause duplicate contacts.
- Fixed some wandering drop-down arrows on the Overview > Calls page, they correctly appear in their fields again, instead of next to them.
Omni
- Inbound calls that go unanswered are not assigned outcomes, as intended.
- Improved the error message an agent sees when trying to make a call to a contact on a contact list they don't have access to.
- If an Admin deletes a Note category, notes that were using that category will return to the default category, as intended.
- Fixed a recent problem with the History tab for contacts, adding a category to the conversations will display in the table again, as intended.
- Agents can now close a conversation after transferring it to another agent, as expected.
- Changed the way agent activity is reported in the Overview page in Omni to give more accurate agent statuses.
- Improved contact matching for callers when the contact is matched on an identifier other than phone number.
- When trying to close a conversation with unread messages in it, fixed a problem with clicking Show messages where it would show read messages.
- When trying to close a conversation with uncategorised messages in it, fixed a problem with clicking Show messages where it would show read messages.
- Fixed a rare case where agents could be offered calls even if their inbound was switched off.
- Fixed a case where replying to an email might not populate the To field for the reply.
- Fixed an issue with opening some contacts from the History page. Previously the request could time out and give a "Something went wrong!" error message, now the timeout limit has been increased.
- Fixed an issue where using Set contact could result in the phone number being added to the wrong contact list.
- Fixed an issue that prevented agents from accepting some webchats.
Recording
- Updated the way pausing the recording works, so that even if the recording is paused for a long time, the session remains active and the recording is maintained. Affects Outbound, Omni and Talk calls.
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