Communication Panel

Create New

Create New + button has been added to the lower right corner of the Communication Panel. This button provides a context menu to Create SMS, Create Email, and Create Callback Request actions. In previous releases create SMS and create email actions had their own button in the bottom toolbar.

Callback Requests

It is now possible to create a callback request using the Create New button. Callbacks can also be created from phone number links in directory and interaction views. Callback requests can also be rescheduled in the Interaction History view.

Simultaneous Ring and External Agent Functions

Simultaneous Ring and External Agent functions can now be enabled in Communication Panel. Simultaneous Ring allows to define additional audio device to receive inbound and outbound calls. External agent function allows to accept queue calls and calls to extension number without being logged on to Communication Panel.

Status and Presence Profile Change

Supervisors can change Communication Panel users status and presence profiles in Supervisor Dashboard. When this is done, Communication Panel user will reveice a notification in Communication Panel screen.

Customer name in offer screen

Previously, the customer's name was only shown in the chat when the agent had accepted the offered chat/email. Now the customer's name found in the directory is shown immediately in the offer screen.