Welcome to the next update of MaxContact, version 3.8.1, which brings an inbuilt softphone to the system. This new feature, developed in house here at MaxContact, means you will no longer have to download and install 3rd party software to connect your users audio to the system.
As with all of our updates, we have also added various upgrades and enhancements to existing features as well as software stability and UI fixes.
New Features
*MaxContact inbuilt WebRTC softphone
Currently, customers are required to install third-party software which allows them to “nail up” to the MaxContact portal and stream call audio to/from agents.
The MaxContact softphone removes the need to install separate software and instead, uses WebRTC to stream the audio inside of the agent’s browser.
This feature is disabled by default and will be rolled out gradually, if you would like to be an early adopter of this feature, please contact the Maxsupport team.
See this guide on how this new functionality works.
*Web Chat queue place. We have added the ability to display a customers place in the Web Chat queue instead of the total number of people in the queue.
Manager Portal/Admin
Scripting. Previously, when using bullet points in the Scripting free text control, they would not be correctly displayed to the published script within the web agent. This has not been updated to display correctly.
Data table creator UI issue. On the Table creator page, the Scrollbar would not become visible until the user pressed save, limiting the amount of fields the user could create.
Manager Portal/Data
DNC list. All methods of DNC now set the same time period for DNC (99 years) by default. Previously there were differences depending on the process used.
Record History. When viewing all lead history in the Record History page, some users were getting no results. This has now been improved to show all the history for the lead selected.
Manager Portal/Quality
Evaluations. Entries in the Evaluations page were not being returned so users were unable to review Coaching and QA session notes.
Manager Portal/WebAgent
Inline images not being seen as attachments. Inline images on emails were not being correctly added into Web Agent, these are now taken out of the email and handled as attachments.
Create new email thread whilst on interactions. Agents can now create new email interactions whilst they are on other interactions, previously this could only be done when the user was in the Not Ready state.
Matching Interactions. Some users reported a Web Chat or Email being matched to expired leads. We have updated the way the system performs in this respect and resolved the issue.
Script notes field. Some users have reported that the notes section on scripts was displaying incorrectly. We have improved how this displays going forward.
Script callback button. The callback button sometimes displayed incorrectly and was showing the date input overlapped by the +15 Min, +1 Hour, +1 Day buttons. This has been resolved.
[FR] - This new feature/change has been added as a direct result of a customer feature request(s).
* New additions are currently in the Beta phase of production. You may see the following icon for areas containing these features and changes within the product;
