v5.62 — Teams Integration & CRM Improvements
21 days ago by Kelly Jaques
Available as of v5.62
Improved
Microsoft Teams Integration
Agents using the Teams proxy can now select their microphone and audio output device directly within the integration. The mute button and audio visualizer now work correctly during active calls.
CRM Screen Pops
Outbound calls now push to connected CRM systems. Screen pop search no longer strips leading zeros from phone numbers, resolving missed record matches in Zendesk and similar systems.
Email Interactions
Account codes and notes entered during email interactions are now stored and available in historical reporting.
Fixed
- The Agent Current Connected Party realtime metric now shows the external party's phone number.
- Call transcripts now display correct party names instead of internal system identifiers.
- Outbound calls no longer drop abruptly when a carrier sends audio before the call is answered.
- Saved report filter criteria now restore correctly when reopening a saved report.
- The skill selection pop-up now appears on CallLink and connected-device outbound calls, ensuring agents receive After-Call Work time.
- Additional bug fixes and stability improvements.
Hotfixes and version releases may take some time to roll out worldwide.