Release: 4th October 2016

Added 'Global' view for more call flow configuration controls

General platform settings can now be applied to all call flow and queue applications. Users can for example define default settings for agent reachability timeouts, logging behaviour or recording control.

 

 

Improvements to Agent view

More control functions have been added to the Agents view to allow bulk actions and selections. Users can select multiple agents by holding Cmd (Mac) or Ctrl (Windows) and click on agents. Bulk actions can then be performed on those agents with the 'Bulk Action' button. The 'Select' button and drop-down list gives more control over which agents to select. The new "Enabled" Button shows all agents only that are available at this moment with one click.

 

Zendesk custom field data integration now available in 'Create ticket' and 'Update ticket' Events

This feature opens up many possibilities for deep data integration, allowing call metadata to be evaluated directly into Zendesk custom ticket fields with the help of our expressions. This means that core call center metrics can be shown in real time in your Zendesk tickets, along with inputs from IVR or other numerical data.

  

Can now use both legs of calls with Events and Triggers

Both legs of a call - consumer and internal agent leg - can now be used to control and trigger Events. This is especially helpful if you want to measure and report on certain parts of the call, or you need to affect changes in ticketing based on more specific call events.

  

'Recordings' views now available under 'Reporting'

The new recordings view allows the management of all call recordings: play, flag, filter, download and delete. This view also offers powerful filtering options.

  

New SMS Event actions available

Users can now set Events to fire on 'SMS sent', allowing you to build integrated automations for outbound and 2-way SMS.

 

Long Virtual Numbers are supported and can be bought from babelforce

These new mobile numbers allow for incoming voice calls and incoming sms at the same time through one number. Long virtual numbers are available for many countries. Get in touch with sales@babelforce.com to order it.

 

Long multi-part SMS messages with unicode encoding and emoticons are now supported

    

Improvements made to queue flow settings

The platform will now prohibit users from being able to produce problematic queueing scenarios: self-referential applications and dialler loops will thus be avoided.

  

New babelConnect app available to customers on our babelFlex package

Our new feature-filled babelConnect app is now available for babelFlex customers. It includes call-recording controls and 2-way SMS conversations. Get in touch with sales@babelforce.com to find out more.

 

Better filtering and tagging functions across platform

Filter functions have been added and extended in a number of places, most notably under Reporting > Calls, where calls can now be filtered using various criteria.

Call recordings are stored in MP3 format

Call recordings are now stored in MP3 stereo format, with the agent on one channel and customer on the other.

Bridging behaviour improved

Improvements have been made to agent device bridging, resulting in fewer bridging errors when attempts are made to reach agent devices from queues.

New expressions

There are new expressions available on the platform for use for example in Triggers or Events: 

  • Calls: Finish reason,  Domain (Internal|External), Call is internal, Call is external
  • Agents: State unrechable
  • Queues: agents.availablesoon

Busy detect feature receives accurate device statuses from agent devices

When the platform is dialling agents from a queue, it first receives a status code from the device to find out that device's availability for a call attempt. For example, if an agent manually sets themselves to 'Busy' on a SIP softphone client, no further attempts will be made to reach that agent until they make themselves available again.

Busy detect call attempts statuses are saved and can be seen in call reporting or retrieved via the API.

Links to Help Center Articles now appear in all views

Addition of 'Continue on empty' option in queues

Simple addition to queueing logic now appears in 'Agent Selections' section of Queues view. It covers scenarios where more than one selection qualifies, but the selections stop after the first one because it returns an empty group of agents. If used, this switch ensures that more selections will be made despite previous selections returning an empty list of agents.

Fixes

  • Resolved minor UI bugs and added usability messages
  • Call attempts to busy agents are prevented and rescheduled
  • Empty 'Ticket subject' field for Zendesk 'Update ticket' Events no longer replace subject lines set in previous Events on the same call
  • Queues no longer allow self-referencing applications to cause dialer loops
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