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Using these docs

A few features that help you find answers faster. None of them need an account.

  • Search from anywhere: press / or Ctrl+K (⌘+K on a Mac) to jump to the search box, type, and press Enter.
  • Use your own words: search knows the different names we use for the same thing. For example, “disposition code” finds pages about completion codes, and “RONA” finds “redirect on no answer”. Small typos are forgiven.
  • Best match: when one page clearly fits, it’s marked Best match at the top, often with a Jump to section link that opens the page at the right heading.
  • Highlighted words: pages you open from the results highlight the words you searched for.
  • Release notes aren’t part of the search – use the release-note filter instead.

Finding your way on a page​

  • Guides by role: the top menu has a guide for agents, supervisors, BI reports and administrators, plus Reference & Integrations. Each guide starts with an introduction page.
  • On this page: on wider screens, the outline on the right lists the page’s sections and shows where you are. On phones, open it from the top of the page.
  • Breadcrumbs above the title show where the page sits in its guide; click one to go up a level.
  • More room to read: collapse the menu with the « button at its bottom; the arrow on the left edge brings it back.
  • Up to date? The date at the bottom of each page shows when it was last changed.

Terms explained as you read​

Terms with a dotted underline – like RONA or Queue Treatment – show a short definition when you point at them or tab to them. Click the term to open its entry in the glossary. Only the first mention on each page is marked. You can turn this off under ⚙ Settings.

Make it yours​

The ⚙ button in the top bar (Settings in the ☰ menu on phones) holds a few personal choices. They’re kept only in this browser – see Privacy & tracking.

  • Your role: puts your guide first on the homepage, with a short list of articles picked for your role, and slightly favours its pages when you search from the homepage or the release notes.
  • Saved pages: click ☆ next to a page’s breadcrumbs to save it. Your saved pages are listed under ⚙ Settings.
  • Text size: Normal or Large.
  • Top menu: the guides in the top bar with their names, or as icons only. Autoswitches to icons when the window is too narrow for the names.
  • Glossary tooltips: on or off.
  • Light or dark: the sun/moon button in the top bar. By default the site follows your device.

Release notes​

  • Filter: above the release notes, open Filter by role, channel or feature to see only the notes that matter to you – for example Supervisor and Voice. The address keeps your filter, so you can share it. Notes from 2026 onwards can be filtered.
  • What’s coming: Upcoming changes lists changes announced ahead of time.
  • Every release: All release notes lists them by year and month.
  • Get new notes automatically: subscribe to the release notes feed – see below.

Subscribe to the release notes​

A new release note is published every Monday and covers the previous week’s release. Add the release notes feed to an app that reads feeds, and each new note shows up there without you having to check this site. The Subscribe link above the release notes brings you here.

Feed address:

https://docs-ccaas.graia.ai/releasenotes/rss.xml

Then add the address to the app you use:

  • Microsoft Teams: open the Workflows app (under Apps), search for RSS, and pick a template that posts new feed items to a channel. Paste the address as the feed URL, choose the team and channel, and save. Each new release note is then posted in that channel. If you can’t find Workflows or the RSS templates, ask your IT admin – your organisation may have turned them off.
  • Outlook: follow the steps in Add the feed to Outlook below. New notes then arrive in Outlook like emails.
  • A feed reader (for example Feedly or Inoreader): choose the option to follow or add a feed, and paste the address.

Add the feed to Outlook​

Feeds only work in classic Outlook for Windows. The new Outlook, Outlook on the web and Outlook for Mac can’t read them.

Check which Outlook you have: look at the top-right corner of Outlook. If you see a New Outlook switch turned on, select it to turn it off, and Outlook restarts as classic Outlook. If there’s no switch and you see a File tab at the top left, you already have classic Outlook.

  1. Copy the feed address above.
  2. In Outlook, select File at the top left, then Account Settings, and then Account Settings… again from the list that opens.
  3. In the window that opens, select the RSS Feeds tab, and then select New…
  4. Paste the address into the box (press Ctrl+V) and select Add.
  5. In the next window, select OK, and then select Close.

The release notes now appear in a new folder under RSS Feeds (sometimes called RSS Subscriptions) at the bottom of your folder list. Each note is shown like an email. To see the newest notes straight away, right-click the folder and select Update Folder.

If there’s no RSS Feeds tab: your organisation has probably turned feeds off in Outlook. Ask your IT admin, or use Teams or a feed reader instead.

To stop getting the notes: right-click the release notes folder under RSS Feeds and select Delete Folder.

Good to know:

  • The feed has every release note. The role, channel and feature filter only works on this site, not in the feed.
  • Your app checks the feed on its own schedule, so a new note can take a few hours to appear there.
  • If your app asks for an Atom feed, use https://docs-ccaas.graia.ai/releasenotes/atom.xml instead.
  • You don’t need an account to subscribe.

Tell us what’s missing​

At the bottom of every guide page, Was this page helpful? lets you answer Yes or No and say what was wrong. We read these answers to decide which pages to improve.