Release 5.1.4 contains several updates to the New Contact Hub! We've also added the usual UI and performance enhancements to the general product, as well as fixes for tagging and an update for dynamic nail up. 

Product Updates

Manager Portal/Management

Tagging. Previously under high tag volume conditions on the CTU page, removed tags were incorrectly added back on to the user. This fix ensures that once a tag is removed, it will no longer reappear, providing a smoother and more reliable tagging experience.

Manager Portal/Contact Hub

Inbound. Dynamic Nailup is now fully integrated with Contact Hub for Voice Campaigns. You can now set up and use the PIN numbers with Dynamic Nailup to ensure you are connected to the correct device when nailing up to a third-party handset.

Caller ID. We have added a new permission which enables you to obscure the caller ID from visibility within Contact Hub. The contacts number will still be present elsewhere in the product, for example within the script.

User Portal/Web Agent

Queues. We have addressed an infrequent issue where agents on Digital Campaigns could block the call queue while handling interactions that prevented them from taking inbound calls. Now, interaction agents will be marked specifically to avoid queues being inadvertently blocked.

Manual Dial. We have resolved a race condition that occurred when a user attempted a manual dial and the call was quickly hung up. Due to a series of events, the call status was "stuck". Consequently, when only a single user was ready, the campaign could not place any calls, as the system perceived the stuck call as the maximum number of calls it could place for a single user.

User Portal/Contact Hub & Web Agent

Calling tone. In a small number of circumstances, some carriers do not generate a ringing tone when our system places a call. This can lead to users hearing silence, causing confusion about whether the call is ringing. To address this, we will now generate the ringing tone ourselves. This will produce UK ring tones, it is important to note that if a user is already on the phone with a customer and calls a third party (and no ringing tone is being played), they will still not hear the ringing due to technical limitations. Please contact the support team to have this enabled on your system.

	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.