The 5.0.13 upgrade brings several new features including, Dynamic Nailup with PIN, Record Phrase via IVR and we have also updated our 'force focus' Chrome extension to work with Dynamic Nailup calls. As well as these new features, we are updating the reporting suite to remove legacy reports as well as our usual minor UI improvements, bug fixes and performance enhancements.

New Features

Reporting Suite update

All legacy reports will be retired when this release rolls out to your platform. They have a brand-new look, making them easy to digest and intuitive to use. This means the legacy reports will be retired, all historical data will be visible via the updated reports. If you don't get the chance to swap over your report schedules you don't need to worry, we will swap these over automatically on upgrade. You can view a complete list of new report names, and our quick checklist, in the knowledgebase here.

Dynamic Nailup with PIN

An enhancement has been delivered to our Dynamic Nail-Up option for users not using WebRTC. It is now possible to prompt users to enter a pin number to validate the nail-up. This is to ensure that, for example, in the case where users hot-desk to different seats, the right user is connected with the right extension. For more information on this option, see the Dynamic Nailup guide.

Other PIN options in IVRs

Did you know you can setup PIN functionality for any of your current IVR's, such as Campaign and IVR control? Useful for when you want to allow certain people to stop campaigns via an IVR, or use the switcher element recently released, to change IVR routes? This gives you that extra level of security on your system. For more on these methods, please see this guide.

Dynamic Nailup & Force Focus

We have improved the MaxContact Agent Chrome Extension's functionality, ensuring that users of dynamic nailup will now have their focus directed to incoming calls for a more streamlined experience. The force focus feature has long been available with Queue widgets on dashboards & wallboards. It's now compatible with Dynamic Nailup, so that if a user is in a different Chrome tab when a call is offered, the Web Agent tab will 'jump to the front' so the call isn't missed. For more information on this option, see this guide.

Record Phrase via IVR

We understand the need for flexibility and control in managing your IVR messages. With this update, we've enabled customers to record over existing IVR Play files. Once the recording is completed, the new file will seamlessly replace the previously configured one throughout your IVR system. For more information on this, please see this guide.

Product Updates

To give you greater visibility of changes we have made in this release, please find below details of fixes, changes and enhancements to the product.

Manager Portal/Management

CTU. When a user is created using SSO, the user's login is automatically populated with their email address which bypasses the validation on the login field. If this email is over 40 characters in length the validation on the user in CTU prevents the user from being updated via the front end. We have improved this, ensuring that longer email addresses are handled. Now, email addresses up to a maximum length of 320 characters will be accepted in the product.

Queues. We've enhanced the speech file playing process in the application, ensuring smoother playback of queue announcements to your valued customers in instances where there could be an anomaly.

Email channels. For clients who use Email there was an issue where very large emails were being received which resulted in issues with system performance. This improvement is aimed at ensuring the successful scraping of very large emails while providing better control and notifications for our users. Here's what's new:

Character Limit Configuration:

We've introduced a default that sets a character limit of 65,535 characters for email content. Don't forget that includes any HTML characters too. Most people won't ever see this limit being applied but it is there to protect your platform. 

If this is too small for your requirements, our support team can change the limit for you..

User-Friendly Notifications:

In cases where an email is truncated due to its size, we've added a notification at the end of each message to inform you about the truncation. This ensures you're always aware when content has been trimmed.

These improvements apply to both your normal mailbox and OAuth mailbox, ensuring a consistent experience across all email accounts.

Campaign Manager. Thanks to valuable feedback from users on the new Campaign Manager, we've updated several aspects of the screen to enhance the usability and clarity of the page. Specifically, we've updated the borders around the lists in a campaign to make them clearer, as well as made the difference between rows more obvious with some additional shading changes.

Manager Portal/Data

Record History. In cases where call recording is disabled for all call types, we have now implemented a solution to the previous issue of no call durations being displayed. For all inbound and outbound calls without recording, the duration displayed on the Record History Page will include Talk Time, Ring Time, and Hold Time, ensuring accurate representation. Calls with recording enabled remain unaffected by this change.

Agent Portal/Web Agent

Customer History. In Web Agent, we have addressed an issue where the ticket history was displaying in the incorrect order compared to chat and agent interactions. This issue has been resolved by sorting this in the same order for ease.

Dynamic Nailup. We've improved the WebRTC experience for users with Dynamic Nailup in use. In the instances where users could get stuck in a "Registered" state within WebRTC, we will close the WebRTC tab on disconnection, while introducing a helpful toast notification in the Web Agent UI to alert users to these events. Additionally, when users accept a call, we'll ensure a softphone tab is available, creating one if necessary for a smoother calling experience.

Email Queues. For some clients there was an issue seen when going ready on digital queues. Now the functionality has been restored so when you select a queue, only that one goes "ready." If you use "Force Ready," it'll continue to place the User ready automatically.

Script Only. We've expanded script-only functionality to Dynamic Nailup users/campaigns. If you want to know more about Script Only see this guide.

	As well as the highlighted areas above, there have also been some 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.