Version 4.8.6 release contains a new call recording feature, 3 refreshed reports and a change to the Inbound Numbers page regarding Emergency routing. As well as this, the usual quality of life fixes and enhancements have been added.

New & Enhanced Features

Manager Portal/Call recording

Within MaxContact, Call Recordings are controlled at a Campaign Level by default and can be overridden if: 

• The script has a pause call recording option.

• A script has logic in-built to pause/resume call recordings.

• The user has the permission to manually pause the call recording via Web Agent.

While this works for many clients, manual pausing and resuming of call recordings doesn’t provide the security that is needed to stop sensitive calls being recorded. With this in mind, we have added the ability to stop recording calls on a system, inbound number and queue level.

For more on this new feature, see this guide.

Switch call recording on/off at queue level.

Switch call recording on/off on inbound numbers.

Manager portal/Admin

Inbound numbers - Emergency Routing. The Inbound Numbers page has been re-worked to simplify the process of adding Emergency Routes. Everything can now be configured within the same row in the grid rather than having to add separate rows for the standard IVR and the Emergency IVR. As well as turning the inbound number on or off, we can now also turn the Emergency route on or off independently and icons have been updated to notify the user what state the inbound number is in. Please see the updated guide for more information.

New Reports

Our reports are part of our products identity and we want them to make a lasting impression. We know our current reports are in need of a facelift so to ensure they meet everyone's expectations we are giving each report a refresh.

Because reports are heavily used by all our customers, we wanted to give you time to get used to the new format and to be able to recreate schedules on the new versions. Existing reports that have a 'new' version will be removed at the end of the year (with the first new version of the product in 2023). New reports will be released over a number of versions until all existing reports are replaced before this deadline.

As new reports are added, existing versions will include the 'new' reports name so you are aware of which report replaces it.

Report Viewer/Result Code Detail report

Result Code Detail report which is the rebranded Outcomes Report

Report Viewer/Activity Summary report

Activity Summary report which is the rebranded Agent Status report

Report Viewer/Data Usage Summary (Voice) report

Data Usage Summary (Voice) report which is the rebranded Outcomes Report.

Product Enhancements

Manager portal/Reporting

Report scheduler. Previously on the Report Scheduler page, the 'Custom' tab was visible, regardless of permissions set on a user. We have added a new permission to the permissions page.

Ofcom drop rate report. An update has been applied to the report to display the percentage in two decimal places rather than the previous number of ten.

	As well as the highlighted areas above, there have also been various minor quality-of-life improvements and software stability fixes added to the product.
	New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.