We are extending our security measures, and this release see the addition of a feature to make Multi Factor Authentication mandatory for users not using SSO. While this update has no immediate effect, in the future, MFA will become mandatory for creating new users and when editing existing users.
Outbound
- The icon to inform the agent that the current call is a callback has been changed and moved, and is now visible in the banner at the top of the call. Previously, agents would only see the callback icon before the call connected.
The ability for callbacks to automatically be included in Preview and Progressive calling is on limited release, a wider release is coming soon.
- In this release, if a call is such an automatic in Preview or Progressive mode, they will see the Callback icon, and a preview of the callback comment, if there is one. If the agent is handling robot calls, and the robot has been set to automatically call callbacks, they will see a reminder on the Inbound page.
- Improved the validation for adding a new phone number to a contact to prevent adding duplicate phone numbers to the same contact.
Admin
- Admins working with many outbound numbers can now select multiple numbers and release them, or edit addresses in batches.
Settings > Outbound numbers - The status of a webchat that is currently suspended is now shown as such in the Conversations page, as expected.
Overview > Conversations
Stagelight
- Improved Stagelight's ability to reconnect after a network problem. It now continues to reattempt connection once a minute.
ProjectFlow
- Fixed the alignment of outcome groups where the group only contains one outcome and the + icon.
Omni
- If a webchat comes to a queue which is using a welcome message, the message will appear to the agent when they accept the chat, as expected.
- Improved handling of Set another contact when there is no active conversation, for example, when adding a search result to the Active list.
- If webchat is matching the contact, the information about the contact is now displayed as expected in the Active list.
- If an Admin removes an agent's access to a queue by adjusting their skills, and the agent has a current active conversation from that queue, the queue for that conversation will still be displayed.
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