Page Comparison

Additions

• Freshdesk integration 
• Added permission filtering in Recordings section  section (Agent/Queue)
• Added manual recording row inside the Recordings section  section (type marked as Phonebar)

Database

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• Possibility to upload an image for Header and Login logo (Settings -> General -> Header Logo and Login logo)
• Realtime Paginations Paginations: Agent and Dialplan
• Added Tiger Dial Realtime (from Tiger Dial Implementation 120) 

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• Contact Management
  • Possibility to set the disposition in the Call History
  • Disposition management (Create/Edit/Delete)

• Integrations
  • Possibility to set a Custom Field with a Custom Variable (available in Zendesk, SugarCRM, Salesforce and Desk integration) 

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Additions

• Multi-language: Added the GUI Arabic Language

• Voicemail
  • added the possibility to insert options inside the VoiceMail appication from Dial Plan
  • added the possibility to insert options inside the VoiceMail block in Cally Square
• Added voice codecs for Sip

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Additions

• Integrations - Desk.com
  • Added Custom Fields, Custom Variables and Tags into the Desk.com Case
  • Added OAuth 1.0 instead of the Basic Authentication

• Realtime
  • Added Partial Pause
• Update
  • Added check open ports

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Add new fields in the integration table in order to handle Desk.com configuration

Additions

• Integrations - Desk.com
  • Added the new xCALLY - Desk.com integration

• Phone bar
  • Added the After Call Working phone bar messages

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• Fixed Recordings download redirect
• Fixed Phone bar status messaging
• Updated body text in cloud.xcally.com registration page
• Fixed ACW queue check
• Fixed cronjob backup time interval check

Additions

• Queues - SMART ACW

Added the Smart After Call Working feature in the Advanced Settings.

If enabled, it puts automatically the Agent on pause on all his queues, when he ends a call. The Agent won’t receive calls until he resume his queues or the timeout expires.

On a multiskill environment, the agent status log will show ACW status only for the defined queue, on the other queues the agent status will be “UNAVAILABLE BY ACW”. Thanks to this different log management, it is possible to report about the ACW time for each queue.

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• Reports

Added headers in reports full extraction (extract all rows)

Bug-fix

• Agent After Call Working parameter: Deprecated
• Old ASR: Removed

Additions

• Trunks
  • Added trunk encryption and transport

• Queues - Agents
  • Shown priority on queues-agent association

• iSpeechCally Square 
  • Added iSpeech voice recognition block (ASR)
  • Added iSpeech text-to-speech block

• Integrations
  • Added custom tags for Zendesk integration integration

• Chanspy
  • Added the possibility to enable/disable the chanspy for each agent

Bug-fix

• Agent Dashboard
  • Fixed Agents Recording download

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• Demo
  • Fixed demo version check in case of update
  • Enabled new modules for demo registration

Additions

• Realtime - Agents

In the Realtime -> Agents section there are more information available to the Supervisor: Agent Status (corresponding to the Phonebar status), Queue, Time, SIP. When an Agent is on a call, his row is highlighted.

Here some examples:

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• SMTP server configuration

In the Settings -> Mail section you can set the SMTP server configuration for Notifications and Scheduled Reports (managed through the Cronjob).

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• Cronjob - run a backup

Added the Cronjob Run button, in the Settings -> General -> Cronjob section. It is useful to create immediately a backup (you have to specify the backup type "Config + Logs" or "Config only".

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• Cally Square
  • Saving IVR random recording filename into a RECORDING_SAVENAME variable
  • Added design Clone function for IVR projects
  • Added variable switch block in IVR design

• Tiger dial
  • It is possible to import a list from the Contact Management module and then also synchronize it
  • Search (Name and Phone) and Sorting tools available in the Spooler section
  
  
• Phonebar
  • You can now change the color of the Phonebar popup (Queue -> Advanced section)
  • Added CallerID(name) in PhoneBar Header Callerid. The name of the Caller will be displayed in the phonebar popup.
  
  
• General additions
  • Updated Korean Language
  • Added demo license limitations and watermark
  • Penalty shown immediately on the GUI in the Agent-Queue Association

Bug-fix

• Analytics
  • fixed the dropdown menu
  • fixed the Agent Pause statistics
• Trunks
  • set the Insecure value to "port, invite" as default
  • fixed trunk callerid to set default value
• Dashboard
  • fixed the service level widget, using only the structure service level
  • Fixed AVG QSA, AVG QTT structures
• Contact Management
  • fixed encoding parse for .csv upload
  • blocked the Queue and Contact list Delete, if a Trigger is associated to them

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• Fixed auto reset in Asterisk Manager
• Increased logfiles size and number of relative backups
• Fixed error displaying for Recording section
• Added Zendesk Agent lookup logs
• Fixed license cell width

Additions

Cronjob - General Settings

Added Cronjob Settings and a backup History table.

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• Added interval and option to select logs, for backup cronjob
• Added search and sorting on backups datatable

Tiger Dial

• Added variables to the .csv Upload
• Removed Campaign Group section and also the Campaign Reference from the Process view
• Removed Variables section from the Process view
• Removed Extra section from the Process and List view
• Added Tabs Redirect in the Process view
• Added Name for Internal Dial Plan list in the New Process creation

Contact Management

• Added uniqueid to contact-management call logs

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• Fixed column sorting for contact-management tables
• Fixed global search for contact-management tables

Additions

License order - Contact Management

Added the Contact Management license activation checkmark in the Settings-> General-> License-> License order form

Tiger Dial

• Added Single Contact upload in the List

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Multi-language: now available the French GUI

New CallySquare Cally Square block :"GetDigits"

Through this block you can prompt the user to insert a series of digits, even with dynamic length: you can play the message, count the retries on errors (i.e. to avoid dangerous loops) and set a variable with the inserted digits value. See the Cally Square documentation

Contact Management Custom fields: added the Select type

Through the Select Custom fields you can create a picklist containing different values. You have to define the Field name, the Select Type and all the Values as value1,value2,value3 and so on.

Revised core Realtime process: strong performance optimization and scalability

DEPRECATED: Services Zendesk, Sugar, Saleforce, ContactManagement, ScheduleReport 

Just use the xcally-realtime service: service xcally-realtime start/stop/restart

Completed the Contact Management module

Phone bar: multi-language support and possibility to enable/disable the Settings option.

Here the phone bar changelog.
 

Settings: Customizable session timeout

In the Settings-> General-> Session Timeout you can set the seconds of inactivity after which the alert of disconnection of the user will be displayed.

Multi-language: now available the Spanish and Portuguese GUI

Agents:

• Added option Change CallerID on login (Agents -> General Settings).
  • if it is set to Yes -> CallerID = name of the Agent
  • if set to No -> CallerID = name of the SIP

• Agent Dashboard:

  • Added the Agent Recent Calls tab under the Monitor section

  • Added the button Call, into the Recent Calls tab, useful to call the numbers shown in the recent calls list with a simple click.

Dashboard: added outbound calls number

Tiger Dial

• Added Status Management in the Process view, under the Advanced Status tab
   
• Added the Call Parameters in the Process view

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• Added the creation date in the Contact List

Improved Dashboard and Real Time sections and Realtime sections: new widgets

Get a quick overview on the status of the contact center Queues through the Average Speed of Answer, the Average Queue Talk Time and the Global Service Level. The monitoring is easier and more effective thanks to the real time graphs, that you can find both in the Dashboard (general graphs about waiting and active calls, completed and abandoned calls, SLA)…

…and in the Real Time section (detailed graphs about Agents and Queues).

Deep control on the Agents Sessions

The new Auto Logoff setting is setting is very useful to manage automatically the Agent’s Log out. If enabled, when the agent exits the browser, he/she will be logged out from the Agent’s web interface and also from his/her Queues. Otherwise, the Agent is considered logged in until he/she does not perform the Log out action from his/her Agent’s interface menu.

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Agents can now use their direct phone numbers

In addition to the SIP and WebRTC Agents, the supervisor can also set External line Agents, which can manage calls from their phone. It is only necessary to indicate the phone number (in the username field) and then the Agent can be put in one or more Queues as the others.

Call Groups & Pickup Groups

Organize SIP Call  Call Groups and let them to pickup calls belonging to others SIP Call Groups.

Faster access and rating for the call recordings 

Quick access to the call recordings and Recordings and Quality monitor. For each call recording is now possible to define a rating. The search is much more effective and fast!

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The Recordings section is also available for Agents

You can set the Agent's Module permission (Realtime, Voicemail, Recordings) in the Agent's settings.

Full Report Extraction

Select a reportone of the available Reports, define the time interval on interest and click on Apply to see the resulting rows.

To export the entire report click on the Extract all rows button; you will get a .CSV file.

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Schedule Reports Section

The Schedule Reports section  section allows you to set an automatic report creation according to your needs.

You can assign a name, define the Report of interest, the Range and the Interval of the Report, the Email where you will receive the attached Report in the .CSV file format.

You can also download the report directly from the xCALLY GUI selecting the Schedule Report of interest -> Show -> Download.

Define IVR conditions based on multi-time intervals

The Gotoifmultitime IVR box lets you to take decisions based on different multi-time intervals. You have to set the routes to the path in the IVR tree for just one time interval condition verified as true and for all the interval condition verified as false.

New trigger for Unmanaged Calls 

In addition to the Ringing, Up and Hang up event, it is now possible to create an Integration Trigger associated to the event Unmanaged Calls (when the customer hangs up the call without talking with the agent). This integration will open a ticket containing the customer phone number and basic data: the ticked can be later recognized looking at the Zendesk Tag=unmanaged, so the supervisors will be able to create proper Zendesk Triggers and Automations to manage the ticket according to their needs.

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Zendesk Outbound CTI Integration

A new really useful feature is that you can associate the Integration to an Outbound Route; in this way a ticket will be created and shown through a pop-up every time an Agent starts a call.

First of all, you need to have an Integration already created (Settings -> Integrations menu).

Then go to the Dial Plan -> Outbound section, click on edit on the route of interest, go under the General Settings and choose the Integration from the list.

Here the final result: the ticket pop-up of the Outbound call with all the main information.

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Custom Variable - new Integration submenu

In the Settings-> Integrationsthere is a new submenu where you can create Custom Variables to be used in the Cally Square section when designing the IVR structure.

In this way you can pass useful data to the integrated 3rd party applications.

The image below shows an example of how you can use the Custom Variable in the IVR structure.

Here the result in Zendesk: the order number is shown in the Additional Info section of the ticket.

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