Improved blacklist validation
Blacklists are a vital component of managing the contacts and contact lists you use. This release increases the validation of contacts against blacklists in several key situations. Blacklists will now be checked:
- When the agent tries to dial a number manually. If the number exists on your blacklist, it can’t be called.
- When creating a new number for an existing contact in Outbound.
- When editing a number for an existing contact in Outbound.
Outbound interface and call dialog improvements
This release sees several changes to the new Outbound interface. Most of the changes are small improvements to the look and feel of the application. The most notable of them affects the call dialog when using preview calling.
The Call and the Keep same buttons have been replaced and combined into one button. Which changes from green, to make a call to red to hang up.
Click the green button to place the call.
Click the red button to hang up.
While the call is connecting, a red line will move around the border. The line stops once the call connects.
Other new features
- To simplify the setup of new Omni environments, SMS has been removed from the default channels, meaning that it must be enabled before it can be used.
- If you work with Agent profiles, when you create a profile for an agent, you will only be offered interfaces which are enabled for your environment!
Fixes
Admin
- Clients with thousands of campaigns were encountering an upper limit to the number of product groups that could be attached to them, which could result in sponsor information getting lost. This has now been fixed.
- An improvement for inbound projects had mistakenly appeared in Outbound campaigns. The Ownership length field has been removed from Outbound campaigns.
- Agents with the External UI available need to have a phone number. It was possible to create or edit an External UI profile such that it had no phone number. The phone number is now mandatory.
Omni
- Refreshing the inbound page of the Omni interface, then navigating away from it was causing the inbound page to be inaccessible. This has now been fixed.
- Agents using webchat were seeing an icon to add an attachment, this has been removed as agents cannot add attachments in webchat conversations.
- Agents working with blended calls, handling both inbound and outbound calls could have calls stop if the agent was offered an incoming call and the caller hung up before the agent could answer it. The application now handles this rare scenario.
- When agents with profiles for both Omni and Outbound switch between the profiles, they are now prompted to select a campaign in the Outbound page as intended. Previously, the campaign selected in the Outbound profile would remain when switching to Omni.
- Certain dynamic references were not being replaced in canned messages for emails, including {contact.office}. This will now be replaced by the company information for the contact, as intended.
- Using assisted transfer to speak with a colleague while on a call to a customer could result in the customer being left on hold. Now when the agent’s colleague hangs up, the customer will be taken off hold so they can continue their conversation with the agent.
Outbound
- If an agent had selected one campaign in the Outbound page, but then went to Inbound and answered a call from another campaign, the call dialog was not showing the correct tabs. This is now fixed.
- Likewise if the agent has a campaign selected in the Outbound page which has a mini report in its call dialog, but takes a call from a different campaign in the Inbound page the mini report would not show. Now it will.
- If you had products added to an order and tried to decrease the number of one of the products, missing the button by a little could result in hanging up the call and closing the call dialog. This has now been fixed.
Legacy Outbound
- Calls from the Contact list tab were not decreasing the call attempts remaining. This has been corrected.