New Audio controls in Outbound
For agents using the Outbound interface in a browser, added a new tab to the Settings page. This new tab, Audio, offers control for the agent to manage the audio quality of their calls.
How it works
- Agents can now control their speaker volume and microphone behaviour.
- Agents can also enable noise suppression and echo cancellation.
- For more information see the support article Manage audio settings for Outbound agents.
How to use it
in the Outbound interface while using a browser:
- Go the the Settings page in the left-hand menu.
- Click the Audio tab.
- Use the sliders to adjust the Output settings.
- Click the toggle switches to enable or disable the Input settings.
Settings are set separately for each agent and will persist between calls and sessions.
Keep microphone active in Talk
Agents can now optionally keep their microphone active even when they are not on a call, allowing better sound quality, particularly at the starts of calls.
How it works
- Because of the way Windows handles Bluetooth headsets, it can take a few moments to switch between a general music mode, and talking with the microphone active. This can have a negative effect on the call quality and the associated transcripts.
- Keeping the microphone active even between calls prevents Windows switching the headset mode.
- Because the headset doesn't switch away from voice mode, listening to music between calls will have a reduced quality.
- Admins cannot listen to agents unless they are on a call, even if the microphone is active, and no recording of the agent can be made outside of calls.
How to use it
In the Agent's Talk interface:
- Click the Settings tab
- Click the toggle switch on or off to change the preference.
- Agents using the LeadDesk Windows application will not see this setting. They can continue to use the existing option application's audio settings.
Bug fixes and functional improvements
- Omni - Fixed a case where agents working under capacity rules could see the "You have no queues selected" error despite having queues selected.
- Omni - Fixed an error in webchat where the agent editing the text of a message before sending it could result in a line break being added to the message.
- Omni - Corrected the page style for the Change password dialog.
- Omni - The tooltip shown when hovering over a queue in the Queues tab will now show the correct queue as intended, even if filters have been applied.
- Omni - When a new message arriving wakes up a snoozed conversation, the Reply button will be available on the original customer message as well as the new message, as intended.
- Omni - The position of the "end of chat" message had been causing confusion for some agents. The message will now appear in the normal history of the chat at the appropriate time.
- Outbound - When opening a call in the callbacks tab, the ld_callback_id parameter is correctly passed and can be used by project web address pages in that tab.
- Outbound - Fixed an issue with audio recordings in progressive/preview calling when call is started with recording paused. This works as intended again.
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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