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Update 5.8 (Winter 2019)

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Modification history version 5.8 - Winter 2019 - (12/2018)

 

new

 

Sales Classic / Service Cloud / Lightning

•New configuration to load the caller details only if the call is answered. This is a huge improvement regarding performance as the call can be first answered in the CTI Data Connector SoftPhone and then the call details (e.g. contact with related list) are loaded *

•2 different call result / call Wrap-Up lists. One for outgoing and one for incoming calls allowing different lists per call type ***

•The option to define if a call result selection is mandatory is now available separately for inbound and outbound ***

•Displaying Called ID (for inbound) and Caller ID (for outbound) in the CTI Data Connector SoftPhone can be configured in the SoftPhone layout

•Simple Search logic in case there are millions of leads / accounts / contacts to improve the search speed (does not work with international phone numbers)

•Set DND (do not disturb) in case the option can be set via code, e.g. **841 to set DND and *840 to set the status back to receive calls ***

•Set the time in the subject line of the activity to the format AM / PM *

•Do Not Call option supported to mark contacts which should not receive a call

 

Lightning

The  CTI Data Connector SoftPhone is now in Lightning design with lightning icons.

 

plactel-callactive-en           plactel-callresult-en

 

•Lightning flow support - configured in the SoftPhone layout

 

Call Center Configuration

The complete call center configuration was moved in several new custom objects. This offers a lot of advantages

 

•unlimited call center configurations

•picklists which can be translated

•picklists with unlimited options

•no need to add users after an update to the new adapter

 

 

This object requires a bit complexer one time setup. To offer a smooth transition, we added in this release the standard center adapter which still can be used. Only for certain configurations (like unlimited call result values) the new call center configuration with the custom object is required.

 

From Spring 2019 release onwards, new features will be implemented only based on the new configuration option.

 

 

improvement

Sales Classic / Service Cloud / Lightning

•The call result list is no longer limited to 15 entries

 

Lightning

•Once a call is active the focus is automatically set to the note. When a call is over, the focus is set to the call result list

•Anonymous caller or unknown caller is signaled with the icon question_post_action . The same icon is used in the call history list.

 

Phone System integrations

 

Support for CTI Data Connector - TAPI Link and CTI Data Connector - Skype for Business Link as well as GoConnect server with TLS1 will be discontinued in Spring 2019 Release. An update for the connectors to version 5.7 or newer is mandatory until that date. GoConnect server requires a release 2.6.12 or newer.

 

 

fixed

 

•Person Account - today's case showed in TAB as Null instead of case number

 

 

Browser specif changes

Note - this is the last update for IE. Support for IE will be discontinued in Spring 2019 Release. We recommend switching to Chrome or Firefox as soon as possible.

 

See Browser Overview for supported functions.

Install Update

The update installation process depends if you are using connectors and if new call center adapter configurations should be used.

 

•Install CTI Data Connector SoftPhone application version 5.8  (mandatory)

•Update Call Center Adapter (only required for all modifications marked with *)

•Update CTI Data Connector - TAPI Link or CTI Data Connector - Skype for Business Link (only required for all modifications marked with **)

•Requires extended Call Center Configuration  (only required for all modifications marked with ***)

 

 

Need help with upgrading the version? We can help you. Contact sales@mirage-systems.com to get a quote.