Product Updates 2024

Here's what we've been working on this month

November

Features

We've updated cause codes so you can see calls registered as voicemail by Automatic Voicemail Detection in the Lead log

Fixes & Improvements

Fixed a bug that prevented users from rescheduling calendar appointments when there was a difference between calendar and device timezone
Fixed a bug that caused some KPIs to be displayed in the US date/time format
Updated the list of characters to include extended Latin characters in SMS sender name

Features

We've extended Outbound's API to allow for call attempts and contact attempt to be migrated into Outbound from other systems
We've made some improvements to our Incoming module, allowing for the even distribution of calls among agents

Fixes & Improvements

Some customers experienced long load times in Lead Admin - we've changed the way data is loaded so the load time is almost instant

Fixes & Improvements

Fixed a bug in Live Operations that caused sporadic connection problems when listening to live calls
Fixed a bug in the Incoming Configuration page that stopped changes from being saved successfully

Features

Under both Insights and Incoming in the menu bar you will now find Incoming Report as a separate tab. Comprehensive overview of all your incoming activity, right out of the box!
We've made it possible to create and save filters in Incoming Live Statistics, so you can get fast insights into how your incoming numbers are performing
Lead Pools has had a make over! Create lead pool reports using filters and our KPI selector, and quickly toggle to activate or deactivate a Lead Pool!
We've added a new call type classification, so you can quickly identify DialBack calls in Call Search, Lead Log, and Quality Assurance

Fixes & Improvements

We've made some improvements so you experience shorter waiting times when viewing Campaign data
Easily adjust the aggressiveness of Predictive Dialer with new settings in Campaign Settings > Dialer Settings

Features

You can now merge calendar owner details into SMS and email
Automatic deletion rules has been expanded to include calendar data
Standard sound files are provided for users setting up an incoming calls flow for the first time, in Incoming Call Sounds!
SmartHub can now collect data on which agent is working with each lead

Features

Call recordings are now saved in stereo, providing added value to customers through partnerships with providers doing transcription
We've expanded filtering options in new Lead Admin, allowing users to search for leads with 0 call attempts
We've also expanded the Report API capabilities to include LifeCycle history
You can now see email delivery status in the lead log
We've improved data type selection in Campaign Templates - you can now search for types, view categories, and explanations!

Fixes & Improvements

Fixed a bug affecting trigger-updated leads, which causes inaccurate reporting
Streamlined the Booking Time data type format across all available languages
We've added access to the calendar mobile microsite directly from Outbound, making it easier for you to start working with out Calendar and Appointment Booking features

Features

Create and save Calendar overviews as filters - great for working with large teams and taking an in-depth look at activities based on Campaigns or calendars!

Fixes & Improvements

You can now see the status of Order Confirmations from the Quality Assurance module
New notifications are now highlighted in Calendar Shared Settings
We've added an international phone number selector in Calendars
Admin users can now decide which users can delete calendar appointments from the Contact Page by extending the 'Delete a calendar appointment' Feature Permission
Added in-app guidance for users when try to open pages with insufficient permissions
Fixed a bug that prevented Outbound from loading correctly in some instances
Fixed a bug affecting the activation and deactivation of users in Organisation Management
Fixed a bug in Campaign Templates that caused a date/time data field to be displayed incorrectly

Fixes & Improvements

Allow users to create overlapping meetings when moving appointments between calendars – great for distribution calendars!
Fixed a bug that prevented the total number of appointments being shown to a user before moving appointments between calendars
Added the possibility to hide external events from calendars synchronised with Outbound calendars
Newly created calendars are saved as active by default, enabling users to get to work immediately
Fixed a bug that prevented edited calendar names from being displayed in settings after saving
Add user support for multiple languages in the 'forgotten password' process
Expand Lead Expiration rules to include the option to expire Open Leads a configurable number of days after last modification date
Fixed a bug that causes inactive phone numbers to be displayed on a downloaded Campaign overview
Fixed a bug that causes API requests to fail when returning duplicated fields from Lead Admin
In Incoming Calls, fix a bug so time zones other than UTC-1 are correctly aligned to Opening Hours settings
Redirect users to the Outbound login page if they try to access a sub-page without being logged on

Features

We've added the possibility to send notifications to leads and calendar owners when appointments are cancelled or rescheduled.

Fixes & Improvements

Fixed a bug in appointments that displays the wrong time period for multi-day external events
Fixed a bug that allowed multi-day calendar events to be moved to a blocked calendar
Improved the user experience by easifying the creation of Campaign Templates
Fixed a bug so WebCallBack calls are initialised correctly and quickly presented to an available agent, maintaining minimal time between lead sign-up and first contact