Ability to upload hold music when an Agent places a user on hold
- Administrators can now upload audio to be played when Agents place a caller on hold. Note: This is separate from queue hold.
For more detailed information on this feature and to see how it works in the system, click here and refer to the Upload Custom Hold Music section and (O) - (R) in particular.
Ability to set a time window for which callbacks will be presented to Agents
- An Administrator will be able to set a window of time that callbacks will be presented to Agents at an account-level.
- In Contact Center Configuration, Administrators will be able to enter the "start" and "end" time in UTC which allows these times to be applicable to all location.
- Outside of the time window, all currently active callbacks will remain in the queue and wait until the indicated start time to resume
For more detailed information on this feature and to see how it works in the system, click here and refer to the Callback section and (M) - (N) in particular.
Ability for Administrators to permanently delete a cancelled Lead
- Administrators are now able to permanently delete a cancelled Lead directly by accessing the status dropdown in the interaction card.
For more detailed information on this feature and to see how it works in the system, click here and refer to the Access & Selection section and (B) in particular.
