Page History

UI Enhacements

This version provides enhancements for existent components across the voice portal:

• Added support for collapse/expand functionality.
• Added support
  • Is Draggable
  • Is Rezisable
  • Hide on Esc
  • Close button (top-right corner).
• Added click handlers on tabs to allow binding actions to them.

Object Ids with Object Names in Drop-downs

This feature provides a new option to display the object Id in drop-down lists across the voice portal.  On the GUI Settings menu select Show Object ids with Object Names in drop-downs.  When checked, all drop-down menus will show the Id of the each option listed. This option is by default unchecked. This only applies to drop-down lists where the text names and IDs are different (i.e. this is not applicable for drop-down lists such as rates, versions, etc.).

When unchecked,

When checked,

Improved Visibility of the Help Panel

Since previous versionsPreviously, on any page of the Voice Portal, users could access the context-sensitive help panel by clicking the arrow icon on the upper right corner of the screen.

This version enhances the visibility of the help panel by changing the arrow icon to a question mark. Click on Help the question mark icon Image Added to access the help panel Image Removed.

List Return Support for the Phone Lookup Module

With this version, additional list return functionality within the phone lookup module provides an improved experience for customers in multi-phone match scenarios.  This offers added support for list return where there may be more than one Phone ANI match within Contacts.  This is especially helpful when the caller has more than one account.  This feature includes:

• Up to 5 matches for the Phone lookup can be returned as a Contact match.
• A configurable Multi-Match Prompt Phrase which can be configured to relay to the caller that there are multiple matches for their phone number.
• A new call flow event connector for MultiMatch which can then be configured to prompt the caller to enter their account number for further validation.

The phone lookup module uses a support_multiple_records flag for backward compatibility.

This version of the voice portal makes the ACD Mode option, when Service Type HCI is selected, a read-only field in the Services editor.

Service Inbound SMS & Inbound Email Message

Normalized Custom Columns in Report Writer 

This version of the voice portal normalizes custom columns in Report writer.  Enhancements include:

• Shows Contact instead of Account and Account Details in Table option.
• Renamed ACCT_TRANSACTION  to Transaction.
• Renamed ACCT_CALL_ATTEMPT_RESULTS to Interaction.

Previously,

With this version,

New Values in Segmentation Editor

With this version, two new values are added under Manage Criteria setting of the Segmentation editor. Navigate to Config>Campaigns>Segmentation>Manage Criteria>Add Criteria to utilise the following fields for creating Contact source criteria:

• Dialed in last 'x' days - Allows users to include accounts that have been dialed within a specific window, day, or within a number of days/weeks/months.

• Dialed in last 'x' days for Livevox Result - Allows users to include accounts that have been dialed within a specific window, day, or within a number of days/weeks/months, and had a specific result. (Livevox Result drop-down is only visible for Dialed in last 'x' days for Livevox Result field).

Append Handling with Priority

Previously, records sent via the Append Campaign Record feature were prioritized based on the target service dialing sort.  Appended records generally fell into two categories:

1. Append "normal records" to an ongoing campaign with normal priority.
2. Append "hot records" to an ongoing campaign where Priority dialing is required immediately.

With this version, enhanced campaign append functionality is now available where the service level dialing sort can be superseded for priority record handling allowing appended campaign records to be handled with priority over existing campaign records.  

Select Allow Append at the service level and campaign or campaign template levels to enable this feature. 

Call Recording Speech Analytics

This version introduces new Call Recording speech analytics which provide transcription and sentiment analysis after a recording is complete. This allows for post-call analysis. The Call Recording report provides a transcription which displays the customer and agent conversation. Sentiment Analysis is also provided with the new Neutral bar. The bar position will display the overall sentiment of the call, varying from an unsatisfying experience to a satisfying experience from left to right.

Integration of PDAS

This version now provides integration of PDAS to the voice portal. This is displayed in the Billing tab of the Client editor:

Further enhancements:

• Expired blocks under the DND tab are now retained for 60 days instead of 14 days. This allows users to better track and audit historical blocks on PDAS.
• Users are now able to configure PDAS rules with Phone+Contact Group restrictions.
• Rules created in PDASfor phone numbers can be associated to multiple Contact Groups.

Email/SMS Channels Configuration Fields 

This version provides enhanced Email/SMS functionality for agents. For complete setup support of Email/SMS configurations the following fields are now exposed to users.

Channels Tab

• For any SMS Engine configurations exposed the following:
  • Authorization Key
  • Authorization Id
  • Authorization password

Email Channel options:

SMS Channel options:

Agent Inbox Multi-Channel Configuration

Previously, inbound SMS and Inbound Email were not routed to agents.  This version provides:

• Ability to assign the unassigned/unread SMS and Email to the agent.
• Ability to check the SMS and Email Queue for the agent.
• Ability to reply back to the SMS or Email.
• Ability to provide result/status to the conversation.

SMS, Email and Chat response is provided with an optional channel for agents. Agents can be assigned these channels via Agent Desktop editor.

Once assigned, agents can handle Email, SMS or Chat response so long as they log into the service wherethese messaging channels are configured to route to. 

• Inbound Email routing is based on associating the domain to a service.
• Inbound SMS routing is based on where the originating outbound SMS is launched from.
• Inbound Chat routing is based on what service the Chat Routing Token is assigned to.
• Services with SMS, Email or Chat configured, require an associated inbound Email, inbound SMS or inbound Chat Message template selected in the Settings tab of the Services editor.