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Noojee Contact 6.1 njadmin 5.5.1

New Recording Management system.

Rebuild of the Recording Management system to facilitate new requirements created by EIC (Electronic Informed Consent) and Attended Transfers from Contact Hub.

The Recording Manager now allows you to listen to the Client side of the recording for compliance checks and from the Agent side of the recording for QA purposes.

This is pertinent when the Attended Transfer option is used as there are two separate audio streams recorded. The client hears Hold music whilst the agent talks to a third party.

The new Recording Management interface now contains legs for for each side. Legs with an integer count (1,2,3) contain all audio heard by the client. Where there is an integer value leg (e.g. 4) and decimal notated sub-legs (4.1, 4.2) then the decimal legs hold the audio heard by the agent. The decimal sub-legs are (currently) only created when an agent commences an attended transfer.

The Recording manager now has new buttons to playback/download the complete Client side audio (everything the client heard or said) as well as the complete agent side audio (everything the Agent heard or said).

Electronic Informed Consent (Voice Authority)

Noojee Contact now has the ability to play a pre-recorded message to customer including the ability to pause and re-wind the EIC message if the customer asks questions.  EIC is available in Contact Hub from the transfer button. Large no.s of EIC messages are supported with the ability for an agent to quickly search for the required message.

Noojee API improvements

Performance of the Noojee API to insert/update leads has been radically improved with an insert now taking about 100ms.

Work Force Management

New panel to display the total hours rostered per day.

Numerous bug fixes for WFM.

Agents can now update their Break Status from any Noojee Contact page. (also available for non WFM systems).

Display logged in Team

The UI now displays the team the agent is logged into.

Transfer Pass through of CLID

New option to transfer through the Client's CLID when calling a third party on their behalf - not requires permission from Noojee before this option can be used.


Full list of release notes can be seen here.

https://docs.google.com/spreadsheets/d/1P8PdkiGWsWH1WUKBDSzch-LkJa2hzYMVJWqQ1egsX5I/edit#gid=0


njadmin 5.5

  • Attended Transfers 
    New option to perform attended transfers to a queue or a handset with one click from the Contact Hub.
  • Transfer to Contact Hub
    Perform an attended Transfer to another Agent using Contact Hub and the lead data entered is popped on the target agents screen.
  • Conference Calls from Contact Hub
    Start an Attended Transfer and convert the call into a three conference call.
  • Hold button
    Place a call on Hold directly from Contact Hub without touching your handset (finally...) 
  • Work Force Management
    Fully integrated Rostering, Forecasting and compliance management.
  • Last In/First Out for Leads inserted by Noojee API InsertLead method
    When injecting leads via the API you can now force Last In/First out ordering (always dial the freshest leads). 
  • New Metro Theme
    An update to the Look of the UI with the new Metro theme (think Windows 10 flat icons look). 
  • Disable Dialer Agent Tones
    Option to disable the tone that plays in the agents ear every 10 seconds whilst waiting for the dialer to connect. 
  • Allow Admin to change Call Owner in Call Editor
    An administrator can now change the owner of a Lead (the agent the callback should go to) from the Call Editor 
  • Virtual Allocations - Hidden flags.
    A new flag on Virtual Allocations  that hides all of the Allocations that are part of the Virtual Allocation. 


njadmin 4.6

  • Wizard - a new tool that makes it easy to build wizards into your screen layouts
  • Start/Stop recording - add start/stop recording buttons to your screen layouts so you staff can easily stop a recording if asked to by a customer. Also works with the wizard to automatically disable recordings when a given page is reached (e.g. a Credit Card payment page in a wizard).
  • Action Scripts - a new integration tool that allows deeper integration with third party products (other peoples CRM's, Databases etc)
  • Performance improvements - we done a large amount of work on increasing the systems performance particularly on systems that have large numbers of calls.

njadmin 4.4

  • 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.

njadmin 3.0

  • New Action Wizard for automation of many common Campaigner related tasks
  • DNC filtering for Importing and Allocating Campaign leads
  • Ability to load and dial Campaign leads with multiple phone numbers
  • Ablility to log in via HTTPS for added security

njadmin 2.7.13.49

  • Update to increase speed of Realtime Queue Statistics report

njadmin 2.7.13.48

  • Improvements to Average time calculations in the Realtime Queue Statistics report
  • Fix for issue with Queue escalation
  • Update to allow for ad-hoc recording on Campaign Calls
  • Improved handling of Campaign Dispositions
  • Updates to Campaigner CRM logger

njadmin 2.7.13.43

  • Improved handling of searching recorded calls
  • Improvements to JDBC importing and exporting
  • Improvements to handling of Agent Pause/Unpause during an active call

njadmin 2.7.13.36

  • Addition of JDBC importer for Campaigner

njadmin 2.7.13.28

  • Improvements to the robustness of the Campaign Dialler screen
  • Fix for the Agent Occupancy report - occasionally displaying as blank
  • Campaigner - Changing allocation name in control panel did not change it in dialer
  • Agent Goals report - Allocation list does not populate
  • DTMF on bridged calls with campaigner cause calls to drop
  • CDR Per Agent report displaying duplicate records
  • CDR per extension occasionally showing no calls
  • High load after deleting a campaign
  • Fix of issues with queue thresholds - calls not escalating correctly

njadmin 2.7.13.24

  • Improvements to Agent Statistics report, including addition of Agent Idle time

njadmin 2.7.13.13

  • Addition of Virtual Allocations
  • Addition of Per Agent Callbacks
  • Addition of Cross Campaign Callbacks to Campaigner
  • Ability of Dial in Modes to Campaigner

njadmin 2.7.12.22

  • Improvements to OmniDialler, especially with regards to AMD
  • Improvements to the Realtime Queue report
  • Updated links to online Manuals
  • Improvements to SLA's and Pausing in Queues
  • Improvements to Do Not Call lists
  • Improvements to Live Data Tiles
  • Fix to Agent Statistics report - outbound calls now displaying
  • Better handling of editing and adding fields in Campaigner

njadmin 2.7.12.19

  • New dialler for Campaigner (OmniDialler)
  • Improvements to the Realtime Queue report
  • Improvements to Queue SLA's where accounts where attached to more than one SLA
  • Updates and improvements to Live Data Tiles
  • Updates to the Agent Statistics report
  • Better handling of Hot Desking within Queues/NoojeeVision

njadmin 2.7.10.17

  • Updates to improve CDR and Enum handling

njadmin 2.7.10.15

  • Updates to fix issues with SLA's and queues

njadmin 2.7.10.14

  • General Statistics report - addition of Wrap and Handling times
  • Call Distribution report - removal of duplicate fields
  • Agent Statistics report - no longer shows unused Agents
  • Agents Queues report - removal of duplicates

njadmin 2.7.10.13

  • Default Campaigner dispositions are now editable
  • Update Default Campaigner dispositions to be more consistent
  • Improve importing of blank leads into Campaigner
  • Renaming of Agent Statistics report and fix of totals
  • Agent Statistics report - improve calculations of call percentages
  • Queue Statistics report - improve calculations of call percentages
  • General Statistics report - improve calculations of Abandoned calls
  • Queue Statistics report - improve calculations of Grand Totals
  • Queue Members - remove ability to delete accounts attached to Queues


njadmin 2.7.10.9

  • Addition of Stop code report for Campaign reporting
  • Whitepages edit - extension field blank during edit
  • Addition of Campaign Agent's disposition report
  • Ability for a Campaign to move to next lead without setting a disposition
  • Update to Campaign Agent Activity report to handle differing character sets
  • Ability to search via phone numbers in the Campaign Call editor
  • SLA not showing in the Queue Statistics report
  • General Statistics Report showing inflated figures in Answer call wait time field
  • Improvement of log rotation
  • update of Campaign Call editor to handle wildcard searches

njadmin 2.7.9.5~nit0:
  * fix campaigncalls report
  * fix content type for pdf/csv from txml

 njadmin 2.7.9.4~nit0
  * fix for recording api bug

njadmin 2.7.9.3~nit0
  * fix white pages handset bug

njadmin 2.7.9.2~nit0
  * fix for sql on realtime queue report

njadmin 2.7.9.1~nit0
  * queue reports bugs for PQ
  * unable to submit reports with large filters
  * outbound utilisation report
  * report filters should retain selections
  * Queue Details report - CSV export does not align correctly
  * Agent Statistics Report - drilldown per agent shows all calls
  * Agent Statistics Report - Pause time averages incorrect
  * Whitepages Google Maps no longer working
  * Active Calls Chart generates an error if selected when running
  * Recording list Report generates Heap Space error
  * Realtime Queue Statistics allows the same Queue to be displayed multiple times
  * Queue Callback report returns null data sets
  * General Statistics - export to csv aligns poorly
  * change to progressive totals or wait average & max
  * List Caller ID's of unanswered calls
  * Active Agents
  * All queue reports to select 'n' queues
  * Agent Statistics report slow to load
  * time format not CSV friendly
  * Report on agent and queue pause reasons
  * queue/agent allocation reports
  * Central white-pages and click-to-dial
  * Add ability to unpause agent via api call

njadmin 2.7.8.4~nit0
  * add office location menu
  * add support for office location to whitepages import/export

njadmin 2.7.8.3~nit0
  * update to remove handset config at login screen
  * add wrap time into predictive dialler calculation
  * update view to white pages to support officeid
 
njadmin 2.7.8.2~nit0
  * fix for mismatched gwt versions
  * added single handset config
  * added office locations

njadmin 2.7.8.1~nit0
  * added predictive dialler
  * added new grouping options to some campaigner reports
 

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