Unaric Voice
Modification history version 6.8 - Spring 2022 (5/2022)
Live Agent Status Dashboard
•Favorites to display only the people you work with
•Add skills to the Live Agent Dashboard - e.g. agent has skill language French and German or Second Level Support. Multiple skills can be assigned to an agent
•Display queues in the Live Agent Dashboard (supported are 3CX and CC4ALL)
•Filter option for each column
•Added different chart colors
•The chart now only shows status information from users logged in today
•Search by Role, Extension Number, and Call Center.
•Inactive and frozen Salesforce users are no longer shown
SMS
•Use templates with variables like your name and mobile number to send an SMS
MS Teams
•Synchronise MS Teams presence state to Salesforce. Being In an MS Teams meeting will set the presence state in Salesforce to DND or In a Meeting. Works with 3CX. (other phone systems are coming with the summer release)
•Supporting MS Teams integration with SwyxIT!
•Login from Salesforce into CC4ALL using the office365 credentials
•Click to dial by e-mail (CC4ALL)
Power Dialer
Make calls using call campaigns, automate and organize dialing. It is ideal for
Call Centers by using group call campaigns as well as Sales or administration by using personal call campaigns
•Personal campaigns
•Call campaigns with queues and several agents assigned to a queue
•Repeat calls after x minutes
Power Dialer Webinar Recording
Workflows
•Create the task for the phone call at the beginning of the call. This allows building flows when a call comes in
•Start a flow during a call using Create New..
•Start a visual force page during a call using Create New..
•Prolong the call wrap-up time during the call
•Protocol if a call was transferred using Call Transfer Type
•Save the IVR ID (e.g., ticket number selected in the IVR) in the call task. Requires Automatic Call Distribution for Salesforce
•If the presence state is in Call Wrap-Up time and a new outbound call is done, after the call the new presence state will be Available / Online
Other changes
•Protocol in the task if a call was transferred (blind / consulted), including Dashboard for transfers
•New option to enable or disable the call terminate button on the SoftPhone
Dashboards
•Calls per Hour to detect peak times
•Calls transferred (blind / consulted)
•Open latest task is now using the due date (was modified date)
Webinar - Spring Release
Get an overview of the highlights of the release and how the configuration of the new features is done.
