Communication Panel

Sending a message to phone number based social channels

The context menu for creating outbound conversations has been extended to also include options for RCS and Viber Business Messages. The user needs to have serve rights to an RCS or Viber Business Messages queue to see that option in the context menu. When the menu is opened from a phone number, there is also an option to copy the phone number to the clipboard.

Active call screen updates

More information has been added to the active call screen:

• Queue names of the current and original queue
• Queue info configured in System Configurator at Queue Management > Queues > [phone queue] > Client Settings > Queue Info

The context menu is now also available in an active call by clicking the phone number.

Also the customer's name is a link and it opens the customer's information in Directory.

Windows notifications for incoming conversations

Windows notifications shown in the Action Center have been improved. The notification of an incoming conversation now also shows the name of the queue and customer as well as the customer's phone number, email address, or other ID if they have been identified. The agent can:

• accept or decline the conversation directly from the notification

• view the incoming conversation in Communication Panel by clicking the notification

Mandatory questions in interactive scripts

When the agent is answering to an interactive script, the system now checks if the next question is mandatory. If it is, the agent can't close the conversation before answering the mandatory question. This check happens for each question.

More information to agent guidance and silent monitoring views for calls

The person guiding or monitoring an agent can now see the following information related to the call:

• Call recording: On / Off (This was already shown before.)

• Source or destination phone number, depending on if the conversation is incoming or outgoing

• Queue name

Support for conversational messaging apps not based on phone number

You can now enter user IDs related to conversational messaging apps that are not based on phone number (for example, Facebook, Instagram, Telegram, and Viber) in Directory.

This makes it possible for:

• Communication Panel to show the customer's previous conversations from these apps in Directory

• agents to search for conversations from these apps in History

• agents to send messages to these apps from the context menu in Directory details

  

  This requires that the user has Serve rights to a queue for the app.

  See more about directory field configuration in System Configurator.

Queue details shown in a popup in Home view

The queue type icon in the Home view is now clickable and opens a popup that shows details about the queue:

• Queue name

• Queue type

• Queue status: open/closed

• Handling time limit

• Wrap-up time

• Scripts

• Queue info (from Queue Management > Queues > [phone queue] > Client Settings > Queue Info)

• Addresses / Phone numbers

Internal and direct calls

Communication Panel now identifies an internal call from a direct call:

• A direct agent to agent call is shown as an internal call.

• A direct customer (PSTN) call to an agent's extension number is shown as a direct call.

SIP recovery

Several improvements have been made to the SIP re-registration process:

• Recovery time has been reduced.

• Communication Panel is now more robust in its recovery process.

• Communication Panel logs more SIP related info, including the JSSIP debug messages from the console log.