Page History

 Also, this feature supports the voices of English male, female, and Spanish female. 

To generate TTS file with new options, navigate to Configure > Messaging > Phrases editor.

Image Removed

With this, users can easily create new phrases and immediately use them on any message template. 

Speak Module Enhancement

This feature supports the advanced TTS engines (Google and Amazon) TTS engines through Speak Module of CallFlow editor. 

Navigate to Configure > Messaging > Call Flow. Double-click on the added Speak module. You get the Property(s) popup. Under Message Properties,  select the required TTS options by double-clicking on the TTS Engine property.

Image Removed

 Image Removed

ACD Mode for Service Type HCI as Read-Only Field 

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.

Image Removed

Service Inbound SMS & Inbound Email Message

Image Removed

Report Writer Enhancements

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,

Image Removed

With this version,

Image Removed

New fields in CDR Plugins

• areaCodeState
• callCenterId
• campaignType (not ID)
• phonePosition
• zipCodeState

Column
width 80%
Tip Table of Contents UI Enhancements 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 checkedenabled, all drop-down menus will show the Id of the each option listed. This option is disabled by default unchecked. This only applies to drop-down lists where the text names and IDs are different (i. e. this This is not applicable for drop-down lists such as rates, versions, etc.). Image Modified When uncheckeddisabled, Image Modified When checkedenabled, Image Modified Improved Visibility of the Help Panel Previously, on any page of the Voice Portal, users could access context-sensitive help by clicking the arrow icon on in the upper right corner of the screen.  Image Modified This version enhances the visibility of the help panel by changing the arrow icon to a question mark. Click on the question mark icon Image Modified to access the help panel. Image Modified Messages Editor UI Enhancements New Wizard to Add a New Message Previously, when users wanted to add a new Message, they were getting would see a dialog box to set the message name, description, and assign a call flow. Image Modified This version provides the details of call flow with the wizard like dialog when users add the new Message. To add the Message, navigate : Panel Navigate to Configure > Messaging > Messages . Click Click the Add button. Users will get the The first screen of Add New Message wizard appears. Image Added Specify the New Message Name and New Message Description. Image Removed After specifying details, click on Click the Next button to get second screen of the wizard. Image Added Select filter option and callflow. The Filter By option  from the Filter By drop-down menu. This option allows to find callflows call flows based on Name, Description, as well as Module name. The Select the  call flow from the Callflow drop-down option menu. Options display icons next to the callflow call flow to identify standard call flows (Image Modified) which are provided by Livevox and created by the user (Image Modified). The list of callflows call flows will show the name and its type (Standard or custom). The preview screen allows full screen view of the callflow. The The Modules Assigned displays the module being used by the callflow. call flow. The Peview screen allows full screen view of the call flow.  Note Image Removed When Email callflow call flow is selected, the callflow call flow details show differently. Since Email callflow call flow is Livevox provided callflow call flow and has only email modules, the callflow call flow details display the template selection and the template preview.  Image Removed Click on the Next button to get third get third (final) screen of the wizard. This screen displays which shows the summary of the user's selection. Image Modified New Wizard to Add a New Messagebook Entry Previously, when users wanted to add a new Messagebook entry, they were getting would see a dialog box to set the message name, and description. Image Modified This version provides the details of callflow call flow with the wizard like dialog when users add the new Messagebook entry. To add the Messagebook entry, navigate : Panel Navigate to Configure > Messaging > Messages. Click Click the Add Messagebook Entry button. Users will get the The first screen of the Add New Message wizard appears.  Image Added  Specify the New Message Name and New Message Description. Image Removed Click on the Next button to get second screen of the wizard. Image Added The Modules Assigned displays the module being used by the callflow call flow Messagebook_1. The preview Preview screen allows full screen view of the callflow call flow. Image Removed Click on the Next button to get third (final) screen of the wizard. This screen displays which shows the summary of the user's selection. Image Modified New Properties Panel Previously, users were needed required to double-click on a module to view or update its properties and the connector associated with it. Image Modified This version removes Connectors tab from module properties.  Image Modified Users can view the properties of a module in the panel on the right side pane when the module is selected. Image RemovedImage Added Merging of Build and Deploy With this version, Build and Deploy buttons are merged into single Deploy button to reduce the number of steps when setting up a message.   Previously, Image RemovedImage Added With this version,  Image RemovedImage Added Contact Manager Enhancements New System Fields in Contact Manager With this version, four new system fields are available in Contact Manager: Salutation Description Department Title Image RemovedImage Added Contact Manager Imports Enhancements to Input Filter and Fields Editor The contact import process is enhanced to provide better user experience in U10. Fields Editor Enhancements Fields Editor view is now paginated instead of a scroll Previously, Image Modified With this version,Now Image Modified Users can label each phone field in Contact Manager through Fields editor. Once labeled, it is persisted the name persists throughout the platform where ever the phone position is referred. Image RemovedImage Added Input Filter Enhancements Transformation - In this version, Transformations dynamically change based on the Data Types defined by the users in Fields editor when configuring file mapping for contact manager imports. (For example: If , if col1 is defined as a Number data type in Fields editor, then only number related transformations are allowed in Input Filter). Previously, Image Removed With this version, Image Added Now Image AddedImage Removed Description - Users can now utilize use the new Description field to define the purpose of each column. Default Value - Default Value field allows the users to write a static value for any field that is blank. This field can be utilized to define the mandatory fields used for business workflow and the value that should must be stamped over it for the contact imports. Image RemovedImage Added Substitute Value - Users have the ability to substitute certain values during the Contact Manager import process to Contact Manager by configuring the Substitute Values. For example: If value is 'X', replace with 'Y'. Substitute Value supports up to 5 transformations for each column. Image Modified Column Split - Users have the ability to split a column into two and store them accordingly for contact manager imports. For example: Currently, Name field is utilized in 1 column as a Full name - 'Wayne, Bruce'. Now, users can split this to store as 'First Name = Bruce, and Last Name = Wayne'. Ability to Add User Notes to a Contact Record In this version, users can add Notes to a Contact record. In addition to notes, users can also view the Session and Transaction ID of Agent Notes. This is helpful for additional auditing purpose. Navigate to Config > Contacts > Contacts > Double Click a Contact > Notes tab to view and add account notes. Image Modified The Add button on the Notes tab allows the users to add new notes. A maximum of 4000 characters are allowed to be saved. Agents can view these notes on their Desktop , if the Notes viewer is enabled for them. Note Notes that are once saved , cannot be deleted or modified. Agent Desktop Enhancement Ability to Configure Stateless Widgets Previously, widgets used to would appear on the Extended panel in a specific state as per based on the agent state configuration.  With In this version, users can configure the widgets so that they will to appear on the extended panel (Standard UAD and ADN) regardless of the agent state. To configureenable this feature, navigate to Configure > Agents > Agent Desktop > Extended Panel tab. Select , and select the Stateless Panel checkbox to enable this feature. Image RemovedImage Added Info If the Stateless Panel checkbox is not selected, it will work as before. In this caseenabled, widgets are dependent of the state the agent, and they cannot be shown in more than one state.  displayed based on the agent state configuration. If the Stateless Panel checkbox is selected and users are configuring the widgets, then Event option will not be available for configuration is enabled, the Event selection option is not available. The below screenshot shows the available Event option in Contact List widget when Stateless Panel checkbox is not selected. Image RemovedImage Added Ability to Configure Order of Widgets Previously, the Extended panel widgets were displayed in the order that they were added on the agent desktop.  With In this version, users can configure the order of widgets in which they will appear on the extended panel (Standard UAD & through ADN) for Tabs layout only.   Note Users can configure the order of widgets for Tabs Layout and Stateless Panels. To configureenable this feature, navigate to Configure > Agents > Agent Desktop > Extended Panel tab. Select , and select the Stateless Panel checkbox and Tabs as Layout to enable this feature. To change the order of widgets, select the widget and click on the Move Up or Move Down button according to requirement. Image RemovedImage Added Interoperability of  Secure Payment Capture (SPC) with Designer Desktop Previously, SPC widgets were available with the Extended panel (UAD).With functionality was available on the Agent desktop with Extended panel. In this version, users can enable the SPC widgets SPC  functionality on Agent Desktop with Designer.  To enable the functionality: panel, Agent panel with extended panel, or Agent panel with Designer desktop. To enable this functionality, navigate to Panel Navigate to  Select Configure > Agents > Agents Desktop. Agent Desktop. Select the desktop (associated with the designer desktop service) from the Desktops drop-down menu. Select the Agent Panel + Extended Panel radio button. For agent specific information, see Agent Enhancements U10 section. Image Removed Steps to enable the functionality: Select the required agent desktop from the Desktop drop down. Add the required Secure Payment Capture widget under the Extended Panel tab. Select the Agent Panel or Agent Panel + Designer option from the Desktop as per requirement. This step is applicable if the agent is using either Agent Panel or Agent Panel with Designer Desktop. Save the Agent Desktop by clicking Save Agent Desktop button. Scheduled Callback Editor Enhancements In this version, users have the ability to view the Status of all the Callbacks (completed, missed, pending, etc) scheduled for the present day and past 90 days. Navigate to Configure>Agents>Scheduled Callback editor to view the status of the scheduled callback records. Image Removed The Status column of the Scheduled Callback editor displays the following types of status: Created Picked Assigned Launched Restricted Skipped No Agent Failed Note Users can only adjust the schedule of the callback records with CREATED or PICKED status. In addition to this, they can now adjust the schedule of the present-day's missed scheduled callback records which includes: The records presented to an agent and timed out without the agent taking an action and The records missed due to non availability of agents at the scheduled time. Call Flow Editor Enhancements 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. Image Removed The phone lookup module uses a support_multiple_records flag for backward compatibility. New Properties Panel  Previously, users needed to double-click on a module to view its properties. Image Removed This version allows users to view the properties of a module in the new Properties Panel on the right side when the module is selected. Image Removed Inbound Routing to Last Agent Last agent routing via Contacts lookup ensures the customer has a consistent contact point. The benefits of this enhancement are decreased Average Handle Time and a more unified customer experience.  Additionally, routing order logic within operator_transfer module supports Account Ownership or the Service’s routing configuration. Routing order can be configured by specifying one of the following (ACD) Routing Order options: 5 - Last Agent, Owner Agent, Service 4 - Owner Agent, Last Agent, Service 3 - Last Agent, Service 2 - Owner Agent, Service 1 - Service (Default) In addition, last_agent_timeout and owner_agent_timeout allows users to configure the wait time before moving on to the next routing order. (ACD) Last_agent_timeout (in seconds) – Mandatory to enter the value. The default value is set to 60 (seconds) (ACD) Owner_agent_timeout (in seconds) – Mandatory to enter the value. The default value is set to 120 (seconds) Previously, Image Removed In this version, Image Removed WebChat Integration When enabled, WebChat can easily be configured by creating a new CallFlow with a Chat module and assigned to a service. Chat Token is the unique identifier that routes incoming chat to a service.  A WebChat CallFlow can also be configured to initially route to a ChatBot with escape key words. Since CallFlow is utilized, users are able to create a dynamic ChatBot that can query values out of Contact Manager and create intelligent routing or other multi-channel actions (ie. Send an SMS or an Email). Image Removed Image Removed Advanced Text-To-Speech (TTS) Previously, the system was supporting only Acapella as TTS engine. With this version, the system also supports two advanced TTS engines (Google and Amazon). These TTS engines provide high fidelity speech synthesis that sounds natural. Note This is a billable feature. Contact Client Services to set up Advanced TTS for your site. To verify the enabled Advanced TTS option for the portal, navigate to Configure > Client / Service > Client > Billing > A.I. Image Removed If enabled, allow users to select the advanced TTS engines (Google/Amazon) within CallFlow editor or Phrase editor. If disabled, platform functions as is without the ability to select advanced TTS engines. Phrases Editor Enhancement This feature supports the following TTS engines option from Verbiage drop down through Phrases editor.
Engine	Displayed Label
Acapela (default)	Engine 1
Google	Engine 2
Amazon	Engine 3

For agent specific information, see the Agent Enhancements U10 section.

Modifying the Designer Desktop

In U10 and later versions of the LiveVox Portal (LVP), you cannot modify the Designer Desktops that were created in U9.

New Agent Desktop Native (ADN) Version

A new version of Agent Desktop Native (ADN) (7.2.0) is now available for the LiveVox platform. You can download the package from the Desktop Native tab. 

The Update Strategy option (OK, ASK, FORCE) dictates the version deployment. If you have not whitelisted “*.livevox.com,” you must white list the "cdn.livevox.com" link to download ADN installers.

The new version is recommended for users currently on U9 version of the LiveVox platform or higher.

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.

Image Added

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

WebChat Integration

When enabled, WebChat can easily be configured by creating a new CallFlow with a Chat module and assigned to a service.

In the earlier versions of LiveVox, the Advanced text-to-speech system supported only Acapella as TTS engine. In this version, the system supports two additional advanced TTS engines - Google and Amazon. These TTS engines provide high fidelity speech synthesis that sounds natural.

Integration of Customer/Consumer Chat

This version provides integration of the Customer Chat feature to the voice portal. The Customer Chat feature is now integrated into the Billing tab of the Client editor.

Report Writer Enhancements

Normalized Custom Columns in Report Writer 

This version of the voice portal normalizes custom columns in Report writer. The list below describes the enhancements made in this release:

• Renamed all the entries in the Table drop-down menu for improved categorization and readability.
  • Renamed Account and Account Details to Contacts.
  • Renamed ACCT_TRANSACTION to Transaction.
  • Renamed ACCT_CALL_ATTEMPT_RESULTS to Interaction.

Previously

Image Added

Now

Image Added

New fields in CDR Plugins

In this version, CDR plugins table includes five new fields as given below:

• areaCodeState
• callCenterId
• campaignType (not ID)
• phonePosition
• zipCodeState

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 utilize 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.

Image Added

• 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).

Image Added

Append Handling with Priority

Previously, records sent through 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. 

Image Added

Image Removed

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.

Image Removed

• 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).

Image Removed

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.  

Image Removed

Call Recording Speech Analytics

This version introduces new Call Recording speech analytics which provide transcription 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. .

Image Removed

Image Removed

Split the Standard Call Recording Job by Call Center

This version allows users to split the standard call recording job by call center. The zip files are stored in the specific Call Center zip file. Also, password options allows users to generate password protected the zip file.

To configure, navigate Configure > Client/Service > Client editor > Jobs tab

, and click the link next to Call Recording. Users are presented with Configure Call Recording Job popup.

Previously

Image Modified

Now,

Image RemovedImage Added

Info
Call Recording Zip file is not created for Call Centers with no recordings.

Integration of PDAS

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

Image RemovedImage Added

Image Removed

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.

Image Removed

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:

Image Removed

SMS Channel options:

Image Removed

Image Added

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 can now configure PDAS rules with Phone+Contact Group restrictions.
• Rules created in PDAS for phone numbers can be associated to multiple Contact Groups.

Image Added

Agent Inbox Multi-Channel Configuration

Previously, inbound SMS and Inbound Email were not routed to agents.

This version

allows you to perform the following actions:

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

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

Image Modified

Once assignedAfter you assign agents to the channels, agents can handle Email, SMS, or Chat response so long as they log into the service wherethese responses. Agents must ensure that they login to the service where the 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 location from which the originating outbound SMS is launched
from
• .
• Inbound Chat routing is based on what service to which 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.
 

Image Modified

Timestamp updates 

In this version, all the editors that use timestamp fields (Created By and Modified By), throughout the platform display the dates in the following format:

• Less than 24hrs - 1h 32 m ago
• Less than 48hrs - Yesterday at 4:23p.m.
• Less than 365 days - May 6, 18:23
• Greater than 1 year - 2011-12-23, 7:34a.m.

Image RemovedImage Added

WFO

New Agent Scheduling Editor

In this version, Agent Scheduling is integrated into LiveVox Voice Portal. Clients who subscribe to Agent Scheduling can access Agent Scheduling within their the LiveVox Voice Portal. Agent Scheduling editor allows the permitted users permitted users to create shift calendars and assign agents to specific shifts. The introduction of Agent Scheduling makes the user experience smoother. The new Agent Scheduling editor is available under the Config node when enabled by the Internal LiveVox users on the billing Billing tab of Client editor:

Image RemovedImage Added

Navigate to Config > Agents > Agent Scheduling to access the Agent Scheduling editor:.

Image RemovedImage Added

This application includes the following functionality for multiple levels of users:

• Users - Users have the ability to create and manage agent work schedules, Sysadmin and Super users have the ability to mass assign shifts, generate shift assignment and shift reports. Agent Scheduling editor allows the create work calendars and shifts and assign agents to the shifts.
  • The work calendar displays both shifts and agents. Users can drag the shifts to the date cell that is specific to an agent.
  • Users can expand the calendar to view the shift details of a specific agent for a month.
  • Users can create the following shifts:
    • Locale
    • Area
    • # Number of slots
    • Start and end times
    • Timezone
    • Breaks
    • Skill

Image Modified

Acknowledgement With Arbitration

In this version, Assessor provides the ability for Acknowledgement and Arbitration (form of alternative dispute resolution) of an evaluation. Acknowledgement and Arbitration can be enabled while designing a Scorecard. Assessor users can also assign the Arbitrator to review any disputed evaluations.

Image RemovedImage Added

The feature provides the following functionality:

• Assessors (evaluator) can evaluate a call and save the evaluation.
• Assessors can add an evaluation with the Acknowledgement request to the Agent Work Queue in order to notify the agent of a new evaluation.
• Agents can view the notification of a new task in the Agent's Queue and review the evaluation in a form.
• Agents can select the appropriate Acknowledgement option and submit the response.
• If an agent chooses to Dispute the evaluation, the task is moved to the Arbitrators work queue to be reviewed.
  

Management Reporting

• .

Management Reporting

In this version, additional Supervisor, Manager, and Agent reports are available in Assessor. Users can now utilize the Agent Teams option to generate reports from the Review tab of Assessor. The Agent Teams option helps users determine the trend for the agent teams for which they are in charge. Selecting this option provides users a detailed report of all the agents in an Agent Team and the ability to view their individual scores for a date range.  

Previously

Image Added

Now

Image Added

Users can also view the score details of a specific agent or agent team in graphical view. Click the bar graph icon in the Score Graph column to view the score graph.

Image AddedIn this version, additional Supervisor, Manager, and Agent reports available in Assessor. Users can now determine the trend for service, agent team, or campaign for which they are in charge. 

Designer Enhancements

In this version, the Designer tool is enhanced to support multiple pages and allows the users to define actions (API calls, new page triggers, component load) based on System or User based events on the Director tab.

Image Added

The Director tab allows users to create and control Agent experience within Designer Desktop.

Image Added

In addition to this, the Designer tool offers the following new Components components which can be utilised utilized to design the Designer Desktop:

• Ticketing – Advanced LiveVox Ticketing Application with embedded Accounts, Contacts and Notes component
• Tickets – Displays a list of all tickets with an advanced search function
• Ticket Dashboard – Displays an overview of active tickets, statuses in and assignments in four graphical quadrants
• Navigator – Groups components in a horizontal menu format
• Accounts List – Displays a list of all Account records with embedded Ticketing, Contacts, and Notes components
• Accounts Notes – Displays a list of all Account notes with an advanced search function
• QM Work Queue – Displays all active Agent tasks with an advanced search function and click-to-action capabilities
• Scheduler – Displays Agent scheduling component
• JIRA – Integration with JIRA application for ticketing

The following

components are enhanced:

• External App – now supports dynamic variables in a URL push

• Home Bar – new configurable buttons with forward, backward functions

• Contact Notes – now supports the ability to add notes while agent is not

  in

  on call