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Changelog - February 2025

11 days ago by Kelly Jaques

v5.49

Added

  • Auto Answer Mode for WebRTC Users

    • A new setting that can be enabled per skill queue is "Auto Answer Enabled".
    • When enabled, agents will not hear ringing or need to manually answer a call. Instead the agent will hear a short 3 beep tune indicating that they have been connected to a new call and will be live with the caller.
    • Learn more about this feature and how to configure it by reviewing this article.

  • Email Controls for Supervisors

    • Upon this release, supervisor may now open a "View Emails in Queue" menu inside of the Supervisor View dashboard.
    • The supervisor will see all emails still queuing for each skill group.
    • Supervisors will be able to manually transfer emails from the list, mark emails as spam, or mark emails as complete

  • Email Transfer Support

    • Agents may now transfer an email they have been assigned to another skill group or licensed.

  • New IVR Actions

    • Work with Xima Support to have these new features enabled. They will be generally available with the 5_50 release.
    • The following new IVR actions combine to support a caller's ability to request a SMS message while in an IVR during a phone call. They may also be used for other purposes. To review at a high level how all 3 actions can be configured for success in sending an SMS, review this article.
      • Collect Confirmation Action
        • Prompts the caller to select "1" to set a "True" value and "2" to set a false value
        • May be used to collect consent to receive SMS messaging
        • Learn more about this feature and how to configure it by reviewing this article
      • Confirm Caller Number
        • A new action to collect a best phone number for a caller.
        • This can be used to collect a best number to send an SMS message
        • Learn more about this feature and how to configure it by reviewing this article
      • Send SMS from IVR Action
        • Triggers a defined SMS message to be sent to a collected phone number
        • Requires consent to be previously given to officially send
        • Learn more about this feature and how to configure it by reviewing this article


Changed

  • The traditional "Call Routing" rules menu is no longer available for new installs. Users are encouraged to instead us our IVR to configure call routing rules.

    • If "Call Routing" rules are already configured, this menu will remain. If those rules are removed, the menu will disappear.



Improved

  • Requeued email due to agent inactivity are now being placed at the front of their respective skill queue instead of at the back of the queue
  • Added a "Skill" parameter for time interval based email reports
  • Added DNIS based sub-grouping for custom reports




Fixed

  • Various small bug fixes