The 5.1.8 release contains an enhancement to User transfers to allow warm transfers to take place. As well as this, a number of performance enhancements to boost stability and resilience have been added to the system.

Product Updates

User Portal/Contact Hub

User Transfers. Users are now able to carry out the warm transfer of a call to another User. This is so that they can efficiently route the customer to the appropriate User for assistance, while providing context and a smooth transition. Previously, cold transfers were the only option which could lead to customers having to wait for extended periods of time, users to be transferred contacts when unable to assist or when they are unaware of the situation.

Spokn AI integration. Clients using the Spokn AI platform for speech analytics and sentiment analysis will find that agents now have access to call summaries, transcriptions and sentiment scores. This feature is controlled via a permission so those that don't want their agents to see it can simply 'switch it off'.

Admin Portal/Telephony

Outbound calls. Alternate lead phone numbers. When making an outbound call, if the call connects with a person, the system will now respect the recall time set in the recall rules and will not dial the alternate number before the specified recall period.

Admin Portal/Login

OAuth2. For clients using OAuth2, updating an expired secret previously required contacting support to restart the email retrieval application. With this change, any updates to email settings will now be detected and applied within 10 minutes, eliminating the need for a restart.

	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.