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.
Admin renewal: Access Rights, User list and Product list
The next pages to get the renewal treatment are the Users > User list, Users > Access rights and Products > Product list pages. The filters for the pages can now be found by clicking the filters button.
How to use it
- Click the filter button
to apply filters to the page.
- Click the settings icon
to the right of the table headings to hide any columns you aren't interested in.
Admins can switch off project greetings in Omni
In Omni, agents can record their own greetings and associate them with specific projects. If you do not want agents using this option, you can now switch it off for all agents, or only specific agents.
How it works
- Disabling project greetings for one or more agents will hide the Settings > Project Greetings page from the agent.
- Disabling project greetings for one or more agents will not delete the recordings (so they will be available if greetings are switched back on), and any existing project recordings will still play.
How to use it
To hide the page from all agents, in your Admin account:
- Go the Settings page.
- Got to the Global settings subpage.
- Go to the Omni functional settings section.
- Click to untick Allow Omni agents to set project greetings.
- Click the Save button.
To hide the page from an individual agent:
- Go to the Users page.
- Got to the User list subpage.
- Click the name of the agent in the list.
- Click the User permissions section.
- Click the Functional permissions section.
- Click to untick Allow agent to set project greetings.
- Click the Save button.
Easier invoice payment on closed accounts
If an Admin tries to log in to a LeadDesk account where the account has been closed to due to outstanding invoices, they will be informed of the nature of the problem and be given a direct link to pay the invoice.
How it works
- Payment links for overdue invoices will be shown on the Admin log in screen.
- Agents logging in will be told only that there is a problem and to contact an Admin.
- Once paid, the LeadDesk account will automatically be re-opened within five minutes, and your agents can get back to work.
Piloting opt-in controls for contacts
This release includes the ability to upload contact lists that contain opt-in information, and display that information for admins, agents. and auditors. This feature is being tested by selected clients and is not available to all. If you would be interested in joining the pilot, talk to your account manager.
How it works
Features include:
- A new contact list template containing opt-in information (including source, start and end dates).
- New admin page for admins to review opt-in information for a contact list. This is a new page meaning that an account could be set up such that it can only access this page, useful for audit purposes.
- Opt-in information is available to agents during a call, so they can confirm that the contact did opt in and when.
Bug fixes and functional improvements
- Omni - When assigning a contact to a call or conversation whose number isn't yet saved for that contact, agents are now asked whether to save it, preventing shared or switchboard numbers being incorrectly attached to the wrong contact.
- Omni - When you merge contacts and keep all email addresses, addresses that differ only in letter case are not kept twice.
- Omni - Finalising a case now marks every message as read, including the latest one, as intended.
- Omni - Improved error messages when editing notes in a conversation.
- Omni - Fixed a rare bug where performing an assisted transfer of call could result in future inbound calls not being offered to that agent.
- Outbound - Checking for contact information on inbound calls will now only match phone numbers in your contact lists, and not call logs. This avoids matching a phone number to the wrong contact in the case where phone numbers have been reallocated.
- Outbound - Fixed an issue where an inbound call number might not get saved correctly. If the project setting to show contact details from any available list is being used, automatic matching will no longer go on to search contact histories. Agents can still manually search for a match and the contact history will be searched.
- Outbound - Fixed a problem where receiving an inbound call for a different project that the one selected for your outbound calls could result in we address tabs not loading, resulting in an empty tab.
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.
You will need to sign in. Once you have, you will receive emails whenever new release notes are posted.