Sangoma CX Release Notes 2023 and Earlier

Nov 24, 2023 Sangoma CX

What’s New and Improved

• Made case-insensitive Agent User login to avoid users typing case-sensitive usernames that won't match the username stored in the platform.

• Change the user login form on the main tenant page, by detailing in the label the user types that can be validated by using that form, which are: Administrators, Managers, and Supervisors.

July 28, 2023 Sangoma CX

What’s New and Improved

• Product Name Update: Many updates in BV portal and Sangoma CX portal to change references of previous product name (SC3, StarCenter & Star2Star) to Sangoma CX.

• Administration - Agents: Now possible administrators to configure and change Agents email address. 

• Administration - Callback: Added option in Queue Settings to verify if Callback number provided by caller is valid by matching a customizable REGEX.

• Administration - Omnichannel: New column in the Agent Management list detailing the Inboxes Agents are assigned to.

• Administration - Reports: Option to change when a pause is considered if agent select when on a call: default setting considers when selected by agent (matching existing setup), option to change to when the call is finished. Detailed information available in the article Sangoma CX Technical Note - How is Productive and Unproductive Pauses Calculated.

• Recordings: Improved long storage Call Recording audio quality by reprocessing to .ogg audio file format instead of reprocessing to wav.

• Recordings: Download Call Recordings in Bulk. Detailed information available in the article Sangoma CX Technical Note - Downloading Call Recordings in Bulk.

• Reports: New action button added to call records in Call History Report that details blind (un-attended) transfer destinations.

• Reports - Callback: New CallBack History Report .

• SmartAlerts: Emails sent now includes SmartAlert Description on the Subject.

• Reports - Omnichannel: Added Schedule Report in all Digital Interactions Reports (WebChat).

• Reports - Omnichannel: New Digital Interactions History Report (WebChat).

• Agent Panel: Search for queues and agents to view Agent Presence Status, including action buttons to make outbound call and transfer (attended & unattended).

• Agent Panel: Show the time the agent is being logged in each queue individually.

• Agent Panel: Agent missed and rejected calls included in Timeline.

May 19, 2023 Sangoma CX

What’s New and Improved

• Agent Panel: Agents are now informed also with an audible alert when their web extension goes offline

• Admin Portal: Call Issues screen management is now available under the System menu, so users with Admin privileges can customize the list of Call Issues agents can report on.

• Queue Monitor: Admin users are now able to remove stuck calls in the system reported in the Queue Monitor

• Queue Monitor: Agents are now listed in the Queue Monitor as unavailable with label “Q-out” on Queues assigned by their Supervisors but are not selected by the Agent. Related to functionality Log in/out individual queues 

• WebChat: Added a digital Channel Monitor that  give Supervisors an overview of current Digital Interactions and allows them to resolve open conversations. Detailed information available in the Sangoma CX Digital Channels Monitoring Guide.

April 21, 2023 Sangoma CX

What’s New and Improved

• Sangoma Contact Center is now known as Sangoma CX. The product offering has been improved including three tiers (Standard, Advanced and Premium) and two possible purchase options (as a Business Voice Add-on or as Stand-alone) to cater to the unique needs of different organizations. You can find detailed information about Sangoma CX in the product presentation, available here. For further inquiries, please get in touch with a Sangoma Partner or Sales Representative.

February 24, 2023 Contact Center Release /Service Insights Release

What’s New and Improved

• Sangoma Contact Center now allows binding Business Voice extensions as Contact Center extensions. Business Voice and Sangoma Contact Center share extension status to identify if the user is available to handle a call. This integration also allows phone-only Agents to use Sangoma Contact Center, enabling SC2 users to migrate and benefit by using this platform. The Administration Guide on how to configure this feature available here. The Agent Guide on how to use a BV phone as Sangoma Contact Center extension available here.

• The solution has been enhanced with Omnichannel capabilities. The platform now supports WebChat, allowing blending agents to handle Calls and WebChat interactions. Many features and screens have been added to manage and use this new channel. Manuals have been updated to detail how to configure, manage and use this channel. This presentation provides a high level overview of the capabilities and screens added to the user interfaces. Contact a Sangoma Sales Representative to enabled this feature.

• Now it is possible to enable agents to log-in / out individual queues. Previous manuals have been updated to detail how to configure and use this feature.

• Added new Agent hold reports (per Agent and Queues). Also included a Total Agent Hold time column in the Call History Report. More information available in the Reports Guide here.

• Queue Small Name has been substituted by Queue Name in all Reports and Monitors.

• Added New Yealink Phone prefix.

• Cleaned-up the Extension configuration screen, eliminating options no longer applicable.

November 25, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• Administration and Supervision Portal > Contact Center > Management > Queues > Call Reasons: Included a "Select / Deselect ALL" toggle to add or remove Call Reasons.

• Administration and Supervision Portal > Contact Center >  Reports >  Call History: Changed to multi-select field on terminated filter.

• Administration and Supervision Portal > IVR Builder: New Component available that allows adding a URL link associated to the call in the Call History Report. Detailed information of this component available here.

• Administration and Supervision Portal > IVR Builder: Hide inactive components (grayed out components)

• Agent Panel: restyled to match Sangoma TeamHub colors / font / style. 

November 4, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• Platform is now able to support Contact Center operations that require handling TTY calls to comply with Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d). Detailed information of the tools and configuration needed available here. 

• Microsoft Edge Browser is now supported.

October 7, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• System > Extensions: Changed the default type to WebRTC when adding new extensions.

• Contact Center > Management > Queues > Pause Codes: Included a "Select / Deselect ALL" toggle to add or remove Pause Codes.

• Contact Center > Reports > Queue Summary Report: added PDF export button.

• Contact Center > Reports: Normalized all Date format to MM/DD/YYYY HH:MM:SS AM/PM.

• Contact Center > Reports > Call History Report: Deleted "Flag" column when exporting Call History Report to CSV or Excel. This column does not provide valuable information and is not available in the web report.

August 26, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• Audio Quality improved: Changed the default platform Codec to G711.

• Extended Data Export to support Azure Blob storage. This feature is an add-on, only available for Contact Center subscriptions. Detailed information about how to configure Azure Blob Storage can be found in Sangoma Contact Center Data Export Technical Guide under section “Annex B: Setting up MS Azure Blob Storage Container”.

• Non useful configuration fields have been eliminated in screen Admin / Supervisor Portal: System > Devices.

• Queue Wizard is no longer used when creating a new queue. The wizard made the configuration process more lengthy and complex. Sangoma Contact Center Supervisor and Administrator User Guide updated to detail the new configuration process under section “Create a Queue”.

• Option to automatically delete recordings based on, how old recordings are and phone number pattern, is now available. This feature is configured as one of the queue properties. Detailed information available in Sangoma Contact Center Supervisor and Administrator User Guide under section “Automating Recording Deletion”

• Call History Report: added feature that allows users to delete recordings 1 by 1 or bulk. Detailed information available in Sangoma Contact Center Reports User Guide under section Delete Recoredings Feature.

• Related to the feature that allows users deleting recordings 1 by 1 or bulk: a new permission has been added that grant users deleting call recordings

• Call History Report: Add filters with/without recordings and quality assessments. Detailed information available in Sangoma Contact Center Reports User Guide under section “Call History Report > Report filters”

• Queue Summary Report: Added PDF download option.

June 16, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• New Concurrent Agent licensing add-on is available to best serve clients with extended service hours or multiple agent’s shifts.

• Sangoma’s Connect App “Contact Center Login” Screen now remembers the tenant and user credentials after application reset, simplifying the Agent login process.

June 3, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• Many changes were done in the Sangoma Contact Center Administration and Supervision Portal eliminating obsolete options and screens that could potentially confuse Administrators when configuring the tenant.

• Added a new column to track callback timeouts in the Queue Summary Report. On the April 15th  release we included a Callback timeout in the queue settings. This reports now provides two “Exit with Timeout” columns:

  • Exit with Timeout: this represents the number of calls with callers waiting in the queue that reached the “Max Wait Time” threshold configured in the queue. This column does not include callback calls and the data provided do not differ from the April 15th release.

  • Callback Exit with Timeout: this represents the number of callbacks that reached the “Callback timeout” threshold configured in the queue. This is a new column not available in the April 15th release.

• The Salesforce Connector, has been extended to also include the call recording URL as part of the call details metadata stored in the contact's activity log. The recording is stored in Sangoma Contact Center platform and only granted users in the platform are able to playback the recording. using the stored URL. Sangoma Contact Center Salesforce Connector presentation is available here, the installation guide here and user guide here.

• Agent's WebRTC dialpad now also take Keyboard inputs.

April 19, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• Sangoma's Contact Center automated data export on AWS S3 is now available as an option only for the Contact Center bundle. Detailed information on data extracted, frequency, format and requirements available here.

April 15, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• New security features implemented. Presentation available here.

• Now it is possible to configure password complexity and length applicable to all tenant users. User Guide available here.

• Users are forced to change password at first logon after the password is reset by an administrator.

• Configurable Password aging: default setting is 30 days. User Guide available here.

• Multi-Factor Authentication using Google Authentication App supported. User Guide available here.

• Feature "Whispering/Barge-in" now can be disable upon client request:

• Log Monitor has been improved to enable clients to use it as a security audit tool.

  • Filters added:

    • Date range.

    • Event Type: All, User Audit Events, Media Audit Events.

  • Export Options:

    • Download CSV and Excel.

  • New log events added to log monitor:

    • Playback Recordings.

    • Download Recordings.

    • User Login Failure - Password Incorrect.

    • Administration Change - User Creation.

    • Administration Change - User Deletion.

    • User Password Changed.

• New CallBack timeout setting added to the General Queue configuration screen. This setting allows to differentiate the applicable timeouts for callers waiting on queue and queued callbacks. CallBack timeout setting documented in the Administrator / Supervisor manual under Queue > General Settings section.

• Queue Summary Report columns have been recalculated, eliminating the inbound call back leg call on Total Calls counter to provide accurate information on the metrics calculated. The columns recalculated are: Total Calls, Answer Rate, Average time to answer, Average call time, Abandon rate, Dropout rate and Callback rate.

March 4, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• The option to uncheck or check “Callcenter Position” under the Creation/Edit extension screen has been eliminated to avoid errors. All Sangoma Contact Center extensions must be a “Callcenter Position”.

February 25, 2022 Contact Center Release /Service Insights Release

What’s New and Improved

• The Contact Center Bundle now includes a new module named IVR Builder. It can be defined as a Low-Code / No-Code Designer that allows building advanced Voice Interactive Applications called Call Flows that uses AWS Polly Text to Speech engine in order to enable dynamic caller interactions. These applications can:

  • Intelligently route calls based on geography, business data, user selection, etc.

  • Collect and add information to the call that is presented to agents

  • Automate repetitive calls such as: payments, schedule appointments, provide information on order status, etc.

Detailed information of the module available in following links:

• Feature Slick here

• Module presentation here

• User guide here 

• Reports guide here 

February 1, 2022 Contact Center/Service Insights Release

What’s New and Improved

• After implementing Sangoma Contact Center Mobile Agent App into production and receiving valuable feedback from partners and clients, we've decided to make this feature GA. No changes have been made to this application.  

Detailed information about the app can be found in the User Guide here.

December 29, 2021 Contact Center/Service Insights Release

What’s New and Improved

• A Salesforce connector is now available for Contact Center and Service Insights bundles. The connector delivers the following features and automation.

  • Small Form Factor Agent Panel embedded in Salesforce provides most functionalities currently available in the Web Agent Panel, including establishing connection to a WebRTC extension. Its reduced size allows displaying Salesforce and the Agent Panel in one Chrome tab.

  • Searches and populates Salesforce contacts and leads based on phone number for inbound and outbound calls

  • Click to Dial on any Salesforce field tagged as phone number

  • Call activity created in the contact or lead populated on call hang-up events

Detailed information is provided in the Installation Guide here and the User Guide here. 

December 15, 2021 Contact Center/Service Insights Release

What’s New and Improved

• A BETA version of the Mobile Agent App is now available as an added feature to the Sangoma Connect App. This App now allows Agents to log in the Sangoma Contact Center platform using an Android or IOS SmartPhone and handle Call Center Inbound and Outbound calls on a mobile device. Login in the Sangoma Connect App with a Contact Center Agent credentials enables an specific UI that delivers distinct Call Center features such as:

  • Logging into queues making the agent available to handle calls

  • Display metrics of the queues the agent is assigned to

  • Select and use the outbound queue on outbound calls

  • Pause request management with timer

  • Access to Contact Center Contacts 

Real-time Metrics, reporting, call recordings are consolidated and stored in the Sangoma Contact Center platform accessible to Supervisors and Managers using the current Web UI

Detailed information is provided in the User Guide here 

August 20, 2021 Contact Center/Service Insights Release

What’s New and Improved

1. Now it is possible to configure a custom outbound Caller ID for Callback Calls.

2. The Agent’s Panel - Troubleshooting page, now includes ICE server connectivity check. Information about what ICE is and what is for available here.

3. Implemented asynchronous exports on the following reports: Agents Performance, Calls History and Complete Pause. This capability allows the user to continue interacting with the interface when the report is being generated and downloaded. Report generation status is provided through the Notification Center represented with a Bell Icon located in the upper right corner of the Administrator / Supervisor interface.

4. Added Agent Logged Time alert on SMART Alerts.

5. The Answered x Abandoned x SLA Report has now the possibility to group the data in 10 minute data intervals, selecting in the Group by combo the option “sixth hour”. This data grouping interval was included to better adapt the reporting on contact centers with workday hours not divisible by the intervals previously available.

6. The Chrome browser blocks autoplay notifications if it detects inactivity from the user. On this release the Agent Panel will issue a visual alert stating that the browser requires user interaction with the Panel screen to play the incoming call audible alerts, asking the Agent on keeping this screen active.

August 2, 2021 Contact Center/Service Insights Release

What’s New and Improved

• Sangoma’s Contact Center Click to Dial Chrome extension is now available in the Chrome Web Store. This Chrome extension  detects phone numbers on web pages and web applications, enabling them as clickable links. When a phone number is clicked an outbound call is placed by the Contact Center Agent Panel. User guide available here. Video guide available here.

November 17, 2020 Contact Center/Service Insights Release

What’s New and Improved

• Queue Survey feature added to Service Insight.

October 22, 2020 Contact Center/Service Insights Release

What’s New and Improved

• Call Barge feature will allow supervisors to barge live queue calls and conduct a 3-way call with the agent and end customer. We have made this available from Queue Details and Agent Monitoring interfaces.

• Missed Call Auto Logoff feature will automatically log off agents away from their active session for a certain amount of time and/or missing a threshold of queue calls, and prevent the system from presenting new calls to this agent.

• Updated Agent Productivity Report will now begin capturing agent metrics for missed call auto logoffs.

• New Supervisor and Manager Email Notification will allow them to receive email notifications when agents are added or removed from queues.

• Offline Extension notification feature will allow an agent to be alerted if their extension has gone offline for any reason.

June 29, 2020 Contact Center/Service insights Release

What’s New and Improved

Queues

• Call back configuration

  • Disable callbacks.

  • Leave a custom call back number.

  • Default as is it works today.

• New Setting

  • Realtime Agent Queue assignment.

  • Bulk Agent Queue Change - Add / Remove multiple agents to/from a single queue.

• Automatic logoff due to inactivity

  • Timer is adjustable by the Sangoma for the customer.

• Call Card

  • Agent is able to see the target agent’s availability status before transferring the call.

Agent Panel

• Agent Mood pulse:

  • Agents can access anytime from their Profile dropdown.

    Open

    

  • How You Feeling - Is also presented to an Agent when they initially login to the Agent Panel. 

    Open

    

• Agent Profile - Add or change photo, name, etc..

• Easily access or hide Productivity Metrics and Unanswered Calls tabs on the Agent Panel.

• Agents now receive a pop-up notification when their pause time approaches the preset pause limit.

• Newly signed in Agents will now receive a product introductory tour. Existing Agents at any time can easily access the product tour from the Profile dropdown.

Supervisor Panel

Note : Each panel has a hyperlink Icon    in the top right corner of the panel.

My Agents

• Provide quick access to information on availability and status of agents across all queues.

• Hyperlink to the Agent Monitor screen improvements.

Calls

• Real time call stats.

• Hyperlink to the Call History Report.

Longest Call Duration

• Updated every few minutes to reflect stats for longest call durations for Queues and Queue Groups.

• Hyperlink to the ATT ASA Report.

Longest Wait Time

• Updated every few minutes to reflect stats for longest wait time for Queues and Queue Groups.

• Hyperlink to the ATT ASA Report.

Mood

• Agent Wellbeing.

• Real time stats on Agent moods.

• Hyperlink to the Agent Monitor.

Pause Violations

• Pause stats tracking violations with real time and aggregated daily totals across all Queues.

• Hyperlink will take you to the Detailed Pause Report.

Calls Waiting

• Real Time calls waiting stats for Queues and Queue Groups.

• Hyperlink to the Queue Monitor.

SLA Duration

• Near real time stats on SLA Duration for Queues and Queue Groups.

• Hyperlink to the Answered x Abandoned x SLA Report (Incoming Calls).

SLA Wait

• Near real time stats on SLA Wait times for Queues and Queue Groups.

• Hyperlink to the Answered x Abandoned x SLA Report (Incoming Calls).

CSAT

• Updated stats of Post Call Surveys for CSAT.

• Hyperlinks to the Customer Satisfaction Report.

NPS

• Updated stats of Post Call Surveys for NPS

• Hyperlinks to the Customer Satisfaction Report

Agent Monitor screen improvements

• New Agent wellbeing stats

Reports

• New Report - Agent Answer Rate by Queue report: Ability to report by Agent or Agent Groups and Queue Groups.

• Updated Report - Call Reason report: New ability to select multiple Queues and detailed per Queue.

• Updated Report - Queue Summary report: Added 2 new columns:

  • Dropouts

  • Dropout Percentage.

• Updated Report - Call History report: Additional Call Terminated Values:

  • Caller Hangup.

  • Busy.

  • Telephony Center.

• Updated Report - Call Center Assessment Report: Addition of “Who the assessor was” (QA Analyst).

• Updated Report - Customer Satisfaction Report: Per Agent– Now provides an option to show queue total and/or break out each agent within the queue.

• Updated Report - Queue Annual Report: Ability to now filter by multiple Queues and Queue Groups.

• Updated Report - Traffic Analysis Report: Ability to now filter by multiple Queues and Queue Groups.

• Updated Report - Call Outcome report: Ability to now filter by multiple Queues and Queue Groups.

Questionnaire

• Added weight to QA - Questionnaire – some questions might be of more “value” to the assessment than others

• Applying questionnaires to several calls (once you select a call on the call history report)