31 posts tagged with "Voice"

This release brings further stability improvements.

Change log​

Improvements and adjustments​

1. We've added the Realtime feed / Wallboard API to the developer documentation.
2. Additional redundancy for voice services.
3. Further resilience improvements for conversation handling.
4. Further resilience improvements for reporting.

This release lets agents send an email straight from a voice call or chat, lets administrators unpack workflow containers, and lets integrators bring their own transfer directory.

Change log​

New functionality​

1. Added the option for integrators to bring their own directory, with support for consult and blind transfer. See the developer documentation for more details.
2. Added the option to unpack a container in the workflow editor. Previously, administrators were able to pack multiple nodes into a container for a cleaner workflow appearance. Now, if they change their mind or would like to revert the container, administrators have the option to unpack a container.
3. Omnichannel outbound email is now available. If an agent is in a voice call or chat conversation, they can now initiate an outbound email without having to go through the lookup process, by simply clicking the Send Email button in the customer data. This will open a new email dialog in the same task, asking the agent to perform the necessary operations to initiate that email, such as selecting an agent workspace or an outbound channel if no defaults are set.

Improvements and adjustments​

1. When using workflow containers, if there is an error inside the container, this will now be displayed on the container itself.
2. Fixed an issue where forwarding did not work for some particular email channels.
3. Additional redundancy for voice services.

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.

Improvements and adjustments​

1. Performance improvements for chat workflows.
2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

This release brings a new way of handling campaign record uploads.

Change log​

New functionality​

1. Import and replace campaign records: The record import process now lets you clear the record list before uploading new records. When the replace checkbox on the import dialog is checked, all existing records in the list that are not currently in a processing state are removed and replaced with the uploaded records.

Improvements and adjustments​

1. Fixed an issue where recordings did not honor business-unit-level overrides in certain circumstances.

This release brings business-unit-level Do Not Call lists and stability improvements.

Change log​

New functionality​

1. Business-unit-level Do Not Call list: The Do Not Call list helps comply with regulations and customer preferences not to be contacted. Previously this list was tenant-level and affected all business units. We now allow business-unit-level lists to add extensions to the tenant-level list. The business-unit-level list extends the tenant-level list rather than replacing it.

Improvements and adjustments​

1. Added queue details for agent-to-agent transfers. Previously the target agent saw the queue name as "Unknown queue" when the call came from another agent rather than from a queue.
2. Improved recording handling when either the customer or the agent is placed on hold, preventing unexpected behavior in certain scenarios.