What's new in MaxContact v2.17?

This document contains the entire list of updates added to MaxContact 2.17.  If you need any further details on these changes, please contact our support team who will be happy to help. 

Manager Portal

General

• Password Policy, options for password policy have been added to the plans page, once a plan has been created it can be assigned to a role. The higher roles plan will be prioritised if the user has two roles.


• Advanced Search has now been applied across most admin pages and entities, this includes ACD Queue, Lists, Plans, Result Codes etc.


• General Firefox Fixes


• Fixes for duplicate search results in advanced search panel


• General fixes and minor performance improvements for IE 11


• Fixes for time picker jumping to current date time when 00:00 is selected


• Scripting URL can now be opened in a new tab from menu in Manager Portal


• Client Name added to application configuration


• Additional checks for duplicate tag names


• Reduce log entries for authentication checking


• Lead edit link added to Record History page


• Occupancy re-named to Productivity for targets


• Zip tones added to ACD Queues and Campaigns


• Fix for preview calls being prioritised over inbound


• Option added to lead phone table to exclude any anonymous leads from inbound lookup matches, this will prevent matching against the same anonymous lead


• Fixes for calculation estimated queue time


• Numbers on blacklist no longer create new leads on inbound


• Calling codes added to Imports when doing imports, the prefix used can be appended to records and replace a number beginning with 0 and append 44


• UI Improvements for;
  
  
  
  • Themes
  
  
  • Import page re-design
  
  
  • Lead Management re-design
  
  
  • Import History more info dialog
  
  
  • Coach, monitor & barge buttons on Coaching page
  
  
  • Record History grid
  
  
  • Lead Search & Edit page
  
  
  • List admin
  
  
  • Report Scheduler
  
  
  • Date/Time picker improvements
  
  
  
  

Permissions

• Support Admin option removed for System Info page and new permission added


• Permissions clean up;
  
  
  
  • All permissions that overlapped with Web API permission has been separated out into its own permission set
  
  
  • CTU, users can only see the alert tab if they have alert access enabled on their role
  
  
  • Tagging, only users with 'Can Assign Tag' permission enabled on their role can assign tags
  
  
  • Email Templating, fix for UI correctly showing message if user does not have permission to upload files
  
  
  • List Manager Rollback permission added
  
  
  • Lead Search & Edit permission fix. User must have ‘Can Edit Lead Data’ in order to modify a lead on this page
  
  
  • New permission for Report Viewer Access, previously it was dependant on Report Scheduler Access
  
  
  • Labels improved for permission names
  
  
  
  

Settings

• Simplification of options in the setting page;
  
  
  
  • Removed
    
    
    
    • Inbound starting list
    
    
    • Inbound no match rule
    
    
    
    
  
  
  • Updated descriptions for
    
    
    
    • Inbound duplicate match rule
    
    
    • Stats list after lead look up
    
    
    • Lead look up priority
    
    
    
    
  
  
  • Updated values
    
    
    
    • Script execution inbound to always be from DNIS.
    
    
    
    
  
  
  
  

Coaching

• Playback buttons added to all calls with a recording


• Call length changed to agent handle time to avoid confusion with agent status changes


• Better tool tips added to current call and last 10 calls widgets


• Better information about users who are currently being coached

QA & Playback

• QA page, removed expander if there is nothing to expand


• Recordings Playback, Email recordings removed

Import API Mapping

• Fix for creating new Import API Mapping not working as intended

CTU

• Clone user now copies team associations


• Fix for re-names not updating the list of entities in CTU when users rename Campaigns, Teams or Users


• Bug fix for 'Please Select…' being added to the CTU page on the default role option

IVR

• Minor fixes for IVR uploader & checkboxes for assigning phrases to elements within an IVR


• IVR page user experience improvements in properties panel


• Fix for adding digits to multiple selected IVR elements


• Over Estimated Queue Time Routing, check box now added to avoid any confusion to whether a call will or will not route if over EQT, previously if the value was set to 0 it was ignored


• Preview on abandon removed from IVR Editor

Auditing

• Auditing page added with ability to filter by area


• Audit page fixes for searching across entities


• Inbound Black List & Result Code pages added


• Users who visit Lead Search & Edit are now audited

Import API History

• Scrollbar added to Import API History for viewing attempts on leads

Lead Management

• Resetting of NO CARRIER, NO CPA and OPERATOR system recalls and BAD PHONE NUMBER, INBOUND and DNC result codes can only be achieved by contacting support

Lead Search & Edit

• Ability to delete a lead for GDPR purposes from lead search & edit page


• Better validation on the Lead Search & Edit page


• List Manager Final Code Icon added to lead search and edit page grid

List Admin

• List admin max callback date default values set to 90 days

Campaign Management

• Fix for campaign management validation messages on the properties panel

List Manager

• Removed option in list manager to move leads if no destination list is selected


• Improved handling of concurrent users in List Manager queries

Resource List Uploader

• Default option on the Resource List Uploader page changed to be a file upload option


• Resource List Uploader page, added option to download resource list as CSV

Dashboards, Wallboards & Widgets

• Improvements for Dashboard and Wallboard memory usage


• Ability to re-order Result Codes in Result Code Grid


• Checkbox in config for removing un-used result codes from the result code grid widget


• Wallboard fixes for Firefox


• Wallboard bug fixes


• Wallboard tokens reduced


• Better error messages


• Grid Widget performance improvements


• Fix to show correct percentage on the Funnel Widget


• Fix for ticker widget so agents only need Dashboard Access for Web Agent permission


• Filtering added to System Activity Widget, so calls can be filtered by Campaign


• Dashboard Toolbox fixes


• Fix for Max Queue Time in dashboards for Virtual Queue calls


• Fixes for SLA stats on dashboards

Web Agent

• Fix for schedules kicking users logged into paused campaigns even when in wrap status
  
  
  
  • New settings have been added for this including default result code and time to wait after campaign is paused - this is available within the settings page of MaxContact
  
  
  
  


• Better validation when disposing of setting a callback on alternate phone number


• Fixes for showing the correct script when an agent has multiple calls


• Line breaks included when Web Agent shows Message of the Day


• Extra checks on authenticity of user when logging into a Campaign


• Fixes for duplicate log in being flagged too often in certain circumstances


• Option added to disable duplicate log in checks


• New permission added to Web Agent for user being able to delete callback

Scripting

• Extra checks on 'To' & 'From' address when sending email via scripting


• Lead Phone Fields removed from field bindings in script editor


• Fixes for unhandled exceptions in scripting


• Fix for scripting API for open page method


• Improved validation on date time fields


• Only save fields when fields have been modified


• Fix for script fields not showing on script load


• Options added to be able to call the address book when a call is in wrap state, this is so users can cycle through transfer numbers to find the correct department without keeping the customer on the phone


• Reference ID added to Lead Creation page in Scripting


• Fixed link to Manager Portal from Scripting editor


• Fixes for console errors on transfer buttons


• Extra validation on age range values


• Fix for UTC dates being sent to Web Agent causing callbacks to be set for the wrong time 


• List Name added to search results panel and Lead ID removed

Email Templating

• Fix for showing newly created SMS templates in the grid

Reporting

• Fixes for Custom Reports including better UI and results limited to 100,000 records


• Occupancy broken into two tabs, summary tab now added so it does not group users by campaign


• Fixes for parameters in schedule server to handle multiple parameters, such as custom reports on list IDs


• Fix for first log in and last log out in the agent attendance report

Max Lead API

• New web service added to API suite, this service can be used to create leads, update leads, add new numbers & assign public callbacks. 


• New web service added to enable bulk de-activation & re-activation of leads via reference IDs