Unaric Voice

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Update 6.7 (Winter 2022)

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Modification history version 6.7 - Winter 2022 (12/2021)

Live Agent Status Dashboard

•Live Agent Dashboard with Chart View for Presence states, call type inbound / outbound and Queues

•New Fields (Queue, Service Channel, Call Center) and Filters in the Live Agent Dashboard

•New configuration options for the Live Agent Status Dashboard - columns to show are configurable

•Call Wrap-Up time is now available as an own presence state definition and will appear in reporting

Phone System integrations

3CX

•Supports now a token for authentication

•Support for MS Teams - no additional call center required, no SBC required

•Support of 3CX version 18

Mirage MIA SIP SoftPhone

•TAPI Driver replacement with Mirage MIA SIP SoftPhone - perfect for phone systems requiring a TAPI driver. Just install the Mirage MIA Softphone (requires SIP connection), which can communicate with the Mirage Cloud without any additional local component

MS Teams

•MS Teams integration now available for 3CX - no additional call center required, no SBC required

•MS Teams with CC4ALL contact center - Consulted Transfer in CTI Data Connector supported

•The inbound queue is displayed in the SoftPhone (if configured) and also in the Live Agent Status Dashboard

•Add a lightning component to dial via E-Mail address to another user

Task generation

Automatically display the latest open task to schedule a new task (recommended)

Reports / Dashboards

•Report about call result groups

•Report about incomplete tasks

•Reports about SMS

Configuration

•Enable / Disable Call Reject button

•Minimize Unaric Voice SoftPhone in new TAB

Audio file recording and Call Transcription

There is now a new media file object for audio file recordings and call transcriptions, created by Audio Link and Archive Service for Salesforce.

Type in a number in the Unaric Voice SoftPhone. Use button Return to dial as an alternative to click on the Dial button

Live Agent Dashboard - removed inactive and users in freeze state

Webinar - Winter Release

Get an overview about the highlights of the release and how the configuration of the new features is done.