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.
Release 11.9
- Omni - Fixed an issue where merging two contacts could fail with a database error.
Release 26.39
Please note: In some regions, the release is identified as 26.997, this is for technical release reasons. For content purposes, release 26.997 is the same as 26.39.
Agents can no longer log in multiple times simultaneously
For security and data consistency, agents will no long be able to log on simultaneously in different tabs or browsers.
How it works
- If the agent tries to log in when they already have an active session elsewhere they will be informed and offered the opportunity to use the new window. If they do, the previous tab/window will be logged out.
Agents using Manual contact in Omni can add project and queue
Agents using the Manual contact button on the Inbound page can now specify the project associated with the call or message. This allows easier selection of the outbound email address or SMS number for the message, which are project-based. Agents can also optionally select the queue associated with the call or message, important if you are using categories.
How it works
- Agents can now click the pen icon in the Manual contact dialog to select the project and queue associated with this manual contact.
How to use it
- Click the Manual contact button to initiate a call or message.'
- Click the pen icon next to Project: Not selected. Queue: Not selected.
- Click the Project drop-down list to select the project.
- Optionally, click he Queue drop-down list to select the associated queue.
- Click to select Phone number or Email
- Proceed as normal with the manual contact.
Admin renewal: Inbound routes
Continuing the work to refresh some of the old Admin UI, the Inbound page's Inbound routes subpage is next. As with the earlier Deals page update, no options have been removed, but the filters are now accessed from their own button, and you have the option of hiding table columns that aren't useful to you.
How to use it
- Go to the Inbound page.
- Go to the Inbound routes subpage.
- Click the filter button
to apply filters to the page. The Destination type and Project filters available in the old page can still be used.
- Click the settings icon
to the right of the table headings to hide any columns you aren't interested in.
Updated blacklist logic for numbers without a leading 0
Extended blacklist operations to treat international, local, and trunkless phone-number formats as equivalent across imports, deletion, manual calls, contact-number creation, and callbacks.
How it works
- Affects Admins and agents.
- For example, as a Finnish agent, if 401234567 is on a blacklist, I cannot add any of the similar phone numbers (+358401234567, 00358401234567, 0401234567, 401234567) to a contact
Bug fixes and functional improvements
- Outbound - Cosmetic updates to the B2B view, including enabling it to use the full width of the screen.
- Omni - Fixed an issue where the agent's status might not update correctly when a call ends if the agent had no active cases.
- Omni - Fixed a bug where agents with multiple chats ongoing could be offered a call despite rules excluding this.
- Omni - Automatic acknowledgements/autoreplies no longer count as agent replies when determining whether an email conversation is unanswered.
- Omni - Fixed an issue where merging two contacts could fail with a database error.
- Omni - The agent's pre-recorded greeting has been moved to be on the agent side of the call recording if using stereo recording. Previously it had appeared on the customer side. Note that this fix only applies to calls for agents using Omni in a browser.
- Admin - In the Overview > Inbound queues page, the reported Duration for an agent will now report the duration of the current call for the agent, as intended.
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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