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- Disposition Action to reset a leads count (No Answer Count, Busy Count) to allow it to be dialed again.
- Deleted agents no longer appear in report filters.
- Audible Alert in Contact Hub if agent in Extended Wrap for too long
- Disposition Action to send SMS based on call outcome (Disposition).
- Fixes for a number of Inbound issues with the Contact Hub and improvements to the set of 'use cases' supported.
- A new Campaign Control Panel - see a full list of your campaigns within the control panel and perform common operations with just a click or two.
- New Import Wizard - a complete rewrite of the Campaign Import Wizard makes it easier and faster to do imports.
- Contact Hub - this is a complete replacement for the dialer. Many of our customers are already using the Contact Hub. Contact Hub offers a streamline user experience meaning less training when you bring new agents on.
- Blended mode - the Contact Hub brings with it Blended Mode which allows a agents to take both inbound and outbound calls transitioning between the two seamlessly.
- Inbound Blended improvements - with the early adaptors of Blended mode we found some customers using Blender in unexpected ways. We have gone back into the blended system and now support a wider range of usage scenarios including the ability for an Agent to just focus on Inbound or Outbound if required.
- Team Management for Campaigns - you can now create a Campaign Team Leader who controls specific campaigns. Agents can select a Team when they login and they will only see Allocations that belong to their team.
- Ability to create new Leads directly from the Call Editor and Contact Hub. This is primarily for Inbound teams handling new enquires.
- New Search (lead) function in Contact Hub to find a lead for an inbound call if the system didn't find the lead using the Caller ID.
- Experimental system to allow you to automatically wash leads via the DNCR as part of the import.
- The ability to Playback business messages from the Business Message page.
- Performance improvements in a number of reports.
njadmin 4.2
- Lead Injector - allow leads to be updated
- Automated Do Not Call (DNC) washing to the DNC Register.
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