Functional Changes and Improvements in Communication Panel

Automatic Wrap-Up

Automatic wrap-up is now also available for direct calls.

Stop Button for Automatic Wrap-Up

To prevent the automatic wrap-up timer from closing the interaction, there is a button to stop the timer.

Personal Wrap-Up

Personal Wrap-Up Time is the new setting used to determine the time a user has for wrap-up of direct interactions. Any wrap-up times defined for interactions from queues do not affect this setting. Personal wrap-up time is configurable in Settings > General Settings and in System Configurator > User and Role Management > User Settings Template.

Interactions and Picklist Views

The Destination column in the Interactions and Picklist views has been replaced with the Subject column (destination information is now seen from the interaction's icon tooltip). For emails the subject column displays the first 100 characters of the email subject. For chats, the first 100 characters from the customer's chat conversion is shown. Calls show Call to and the number or Call from and the number. Calls are only available in the Interactions view. Note that older interactions do not show the subject.

The Picklist view now also supports the same detailed search option as Interactions.

Reply Template Preview

The template view now provides an option to view a template before choosing it by using the Preview button.

Supported Browser

Microsoft Edge is now supported browser for Communication Panel.

Default Audio Device and Ringtones

The following improvements have been made:

  • User is able to select other audio devices than the default one which is currently selected in the system. Note that this works only in Chrome.

  • All ringtones in Communication Panel are played using the selected ringtone device.

  • The call recording listening (in the interaction history detail view) is using the selected playback device.

  • Calls are using the selected microphone device for audio input, playback device for audio output and ringtone device for ringing.

  • The selected device IDs are stored in user settings. If some device is removed or not available anymore, the default system device is used instead.

Transfer and Consult through Directory and Interaction History

Possibilities to make a consultation call during an ongoing call and to transfer a call have been extended. Previously, it was only possible to make consultation calls and transfer calls internally by finding a person through Check Availability or externally by dialling a number in the Dial Pad. Now Call and Transfer options can also be found when clicking a phone number during a call in the following views:

  • Directory
  • Customer
  • Interaction History
  • Interaction Details

If there are two ongoing calls, the user can select which call to transfer.

Subchannel Icons

Chat subchannels of Communication Panel, such as SMS and WhatsApp, now display subchannel information in a textual format in addition to associated branded icons.

New Ringtones

Sinch now offers a revised set of ringtones within Communication Panel.