Release in progress: This release is in the process of being rolled out. It can take several working days before it is available to all clients. This note will be removed when this release is available to all.
As well as new features and fixes, release 26.32 includes all updates from release 26.28, which had a limited release early in the summer. These release notes cover all items released across both versions.
Recording consent flow tool with inbound calls for Outbound
Introduced in release 26.24 for Omni projects, the Rec. Consent applet now works with flows connecting inbound calls on outbound projects. The applet lets you capture the caller's recording preference in your IVR. The preference is respected by the project, and will not let the agent record the call if the caller declined consent.
How it works
- The new applet prompts the user to give recording consent. If the caller declines, the call will not be recorded, even if the project defaults to recording all calls.
- The caller's selection is only remembered for the current call.
- Adding this applet into a flow means you do not need separate queues, flows or projects to handle calls with recording consent separately from calls without consent.
How to use it
For information about setting up the Rec. Consent applet in a flow, see Using the Rec. Consent applet.
Agents can select the speaker for ringtone
Not all agents wear their headset constantly. If they need to hear the ringtone for inbound calls without their headset, they can select to play it on different speakers than they use during a call.
How it works
- Output settings now let agents choose two different output devices, one for the call, one for the ringtone.
How to use it
Agents using the outbound or Omni interface in a browser:
- Go to the Settings page.
- Click the Audio tab.
- Click the Ringtone output device drop-down list and select the correct speakers.
Unread messages dialog switched off in Omni
Previously, in Omni, if agents tried to close a conversation while it included any unread messages, a warning dialog would open, instructing the agent to mark all messages read first. After feedback, we have switched this dialog off by default. Admins can reenable dialog with a new setting.
How it works
- Agents can now close a conversation and and assign an outcome while it contains unread messages.
- Admins can switch the warning back on if needed.
How to use it
To switch the alert back on, in your Admin account:
- Go to the Settings page.
- Go to the Global settings subpage.
- In the Omni view settings section, click to tick the checkbox for When agent closes conversation...
Audio controls now available in browser for Omni agents
Agents using Omni in a browser can now use the same audio settings we introduced for Outbound agents before the summer. They can choose their microphone and speakers/headset, adjust volume and mic gain and switch on noise suppression.
How it works
- For full description, see the support article Manage audio settings for Omni agents – LeadDesk Support.
Bug fixes and functional improvements
From 26.28:
- Outbound: Product and Product group names now wrap in the new Products & Orders section, allowing agents to see the full names of products.
- Outbound: Fixed an issue where duplicate phone numbers were allowed when adding a phone number.
- Outbound: Unticking the check box Get next call automatically will now stop progressive and inbound calls as intended if you have call blending enabled.
- Omni: Fixed a rare bug where an incoming call could get connected to two agents at the same time.
- Omni: The red banner alerting agents when a VoIP connection is lost will now be removed as intended when the VoIP reconnects.
- Omni: Rejecting an inbound call no longer closes an open LeadLink session.
- Omni: If you have internal chat enabled, the last row Overview page's list of queues will no longer be obscured by the internal chat.
- Admin: The queue setting To access the queue, require the agent to have access rights to the project has been removed from the Admin UI. Project access is now always required for handling queued calls, ensuring consistent behavior between queue routing and the Omni agent application.
- Admin: If an agent has been excluded from a queue using an API, opening that user's settings in Admin no longer deletes the exclusion when you save the settings.
From 26.32:
- Omni - Creating a new contact during an inbound conversation now correctly places the contact in the project's contact list associated with that conversation, instead of the default contact list.
- Omni - Fixed a rare case that could prevent calls being offered to agents even when they are available.
- Omni - Added loading indicators when opening customer conversations from the Callbacks tab and Outbound page.
- Omni - Fixed a problem that could cause an error to appear when editing or deleting callbacks.
- Admin - When creating a new Team Leader account, they now have access permission for projects' Number selection logic by default, as expected.
- Fixed several edge-case scenarios that could result in callbacks with duplicate IDs being created.
- Changes to callbacks are now recorded into audit logs.
- API v1 contact module commands remove_from_list, restore_to_list, set_waiting_period and set_call_attempts are significantly faster with large contact batches. No changes are needed in integrations.
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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