Introducing, In order to accommodate international countries that use phone numbers with more than 10 digits (for example, 13 digits), all phone numbers for ANI fields will be capped at 16 digits.
When
Aug 31: USA West, Canada
Sept 1: USA East, Rogers
Highlights
All Contact Center pages with boxes to enter phone numbers for ANI will be capped at 16 digits.
Any such boxes that currently have no cap will be updated to be capped at 16 digits.
How do I get this feature?
The new feature will be automatically available for use.
No intervention is required from a Service Provider.
Introducing, In order to prevent over-the-shoulder exposure and reveal the current password, the password field in Contact Center pages dedicated to configuration settings will no longer show the password.
When
Jul 20: USA West, Canada
Jul 21: USA East
Highlights
All configuration setting pages will mask the password entered in password fields.
Masking will be done with dots. (Currently, some fields use asterisks. After the change, dots will be used instead.)
Examples:
How do I get this feature?
The new feature will be automatically available for use.
No intervention is required from a Service Provider.
Introducing, A new layout of the default permissions in Contact Center Admin Portal that will help provide better control around, and appropriate access to, security.
When
Sept 28: USA West, Canada
Sept 29: USA East, Rogers
Highlights
Permissions will be assigned based on roles, by default.
Some permissions will still be available as an add-on to the role, while some items will be read-only.
Some actions will be hidden based on the role.
How do I get this feature?
The new feature will be automatically available for use.
No intervention is required from a Service Provider.
Introducing, A new business function, Existing Callbacks, that will allow you to create an IVR that informs a caller they have a callback pending, and provides them with a choice to continue waiting for the existing callback, or request another.
Highlights
Currently, callers can request multiple callbacks because they have no way of knowing their existing callback is still pending. The new Existing Callbacks business function will help prevent duplicate callbacks.
If a caller has a pending callback, the new business function will inform them that a callback request has already been made and it is still pending.
If the caller chooses to go ahead and request the second callback, the system will NOT delete the previous callback or replace it with the new callback. In addition, the caller WILL retain their callback place in the queue.
In addition, the new callback will NOT be appended to the previous callback. The caller will also NOT be denied the ability to make multiple callback requests.
The IVR designer can place the new Existing Callbacks business function at the top of the IVR without making a queue select. The system will automatically search all queues.
Procedure for searching for callbacks:
The caller opts for a callback
The caller enters their ANI
Before the callback is registered, the system searches to see if the ANI is Found/Not found
If the callback is found, the IVR designer can choose an alternate call path for the caller, e.g., Play a Prompt, Direct to another Queue, etc.
How do I get this feature?
The new feature will be automatically available for use.
No intervention is required from a Service Provider.