Page Comparison

Release date

01 Aug 2017 

Base system

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• Split inbound and outbound calls into separate reports
• Added ability to track from which queue an inbound call originated
• Added ability to track agent online/offline/dnd states in the user logs
• Added ability to Listen ⁽¹⁾  / Whisper ⁽²⁾  / Barge on agents ⁽³¹⁾ on agents
  
• Added ability to disposition historic calls from the agent widget
• Added ability to search by call ID across the entire system
• Fixed bug where call recordings were not being attached to transferred calls
• Fixed bug on TaskFlow/FOP2 barge/whisper/listen functionality
• Fixed bug when trying to make a call on a partner contact or system user directly
• Fixed bug when deleting dispositions the disposition data on historic calls is also lost
• Removed all deprecated code from the old agent call widget
• Removed customers, vendors and leads from the Call Centre app - use the Contact and Sales app instead

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• api_fox5
• api_teleforge
• base_partner
• base_users_log
• call
• call_crm
• campaign
• campaign_call
• crm_partner
• loan
• mail_extend
• project_issue_partner
• project_issue_round_robin
• project_partner
• web_multi_company
• web_taskflow

Extended information

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(1) Ability to Listen / Whisper / Barge on agents

The manager is capable to listen to the agents calls

(2) Whisper

The manager is capable to speak to an agent without the client hearing

(3) Barge

The images below highlights the difference between the previous and new agent status dashboard.

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1. Listen

This feature is also known as "spying" on the current call. The agent and the client is unaware that the manager is listening in on the call.

2. Whisper

This feature is useful when training new agents. The manager can speak to the agent without the client being aware of anything.

3. Barge

With this feature the manager is capable of joining and taking control of an agents agent's phone call.