Read about the latest system updates, feature enhancements, and new features in the VHT Callback® cloud application.

In addition to new and updated features, and fixed issues, VHT shares known issues that our developers, testers, and customers have identified. Visit our Known Issues page for more information.

August 13, 2019

New Feature

Domestic phone numbers and international calling code entry: When a customer enters a North American phone number, and that phone number’s first digit is 1 (the international calling code for North America Numbering Plan/NANP members), the system allows the customer to enter a complete 11-digit phone number.

Example of an 11-digit phone number: 1-330-123-4567

If the first digit is not 1, the system will only accept a 10 digit phone number.

Example of a 10-digit phone number: 330-123-4567

New Feature

Batch-cancel active scheduled callbacks: The Call Details screen now offers a Select All Calls option for canceling active scheduled callbacks. For emergency shutdown situations, you can now perform a batch cancelation all at once. No more canceling scheduled callbacks one-at-a-time, with a page refresh each time.

New Feature

Improved voice prompt audio: We’ve updated the default voice prompt audio to provide your customers a higher quality experience. All default voice prompts are now spoken by the same voice, with care taken in how friendly and professional the voice sounds.

For those using the old default voice prompts, now called the Legacy Default Media Set, you can start using the improved voice prompts by selecting the Default Media Set.

Fixed Issue

Deletion confirmation message: When deleting a callback from the Call Detail screen, the system previously displayed an incorrect error message saying that a failure occurred during the deletion. This error message has been corrected. The system now confirms a successful callback request deletion.

Fixed Issue

Filtered call reports: You can export call reports from the Call Details screen. These reports can either include all calls, or only the calls for a single call target or category. Previously, when users exported a single-category report, the report contained all calls. Now, if you export a call report from a single category, the report only includes the selected category’s calls.

July 8, 2019

Fixed Issue

Defining phone number min and max digits: When configuring a web widget on the API & Applications screen, you can now indicate the minimum and maximum number of digits that entered phone numbers can contain. This prevents non-U.S./international phone numbers from failing in the VHT Callback cloud system.

Fixed Issue

Inherited callback region: When a new call target is created or an existing call target is updated, the callback region is inherited from the Organization screen’s configuration. This fixes a gap identified in the April 2, 2019 code elevation where the callback region information was not available.

June 11, 2019

Updated Feature

Prevent deletion of in-use media files: Deleting a media file (voice prompt or announcement) that is associated with a Call Target will cause the Call Target to malfunction when the system attempts to locate and play the media file, but cannot find it. To prevent this from happening, the VHT Callback cloud system now alerts users when they attempt to delete a media file associated with a Call Target. The system also prevents the media file from being deleted.

Updated Feature

Improvements to the callback feature: When a caller selected the Reschedule option, callback options included times that were not possible when the ECBT was high, leading to a confusing experience. A change was made to only offer those options which are appropriate based on ECBT and to speak a callback time close to the option selected.

Fixed Issue

Prevent duplicate metadata item names: Call Target metadata item names must be unique. If a duplicate name is used, the system will display an error message prompting you to create a unique metadata item name.

Fixed Issue

Prevent duplicate interactions: Interaction names must be unique. If a duplicate name is used, the system will display an error message prompting you to create a unique interaction name.

Fixed Issue

Resolve unsafe characters in metadata item names: Some characters allowed in the VHT Callback cloud UI fields were not usable in other applications, like web widgets. The system now automatically converts unsafe characters into hyphens without needing to edit the original fields.

Fixed Issue

Prevent nameless metadata items: When editing or creating a Call Target metadata item, the system will not allow you to save the metadata item until a name is entered in the Name field.

Fixed Issue

Prevent time travel: When specifying a date range on the Metrics screen, the From (range start) date must precede the To (range end) date. The system now prevents the end date from being further in the past than the range’s start date by graying-out those dates.

Fixed Issue

Call Volume timeline data improvements: On the Metrics screen’s Call Volume timeline graph, internal calculations and settings have been adjusted to prevent duplication of timeline data during a short time period between the end of one date and the beginning of the next date.

Fixed Issue

Call Detail reports return data from entire requested range: When generating reports on the Call Details screen, the report file now includes data from the entire requested date/time range. Previously, when this issue was originally discovered in March 2019, if the requested range was greater than a single day, only data from a portion of the date range would be included in the report.

May 17, 2019

Fixed Issue

Phone number recognition when registering a callback: Due to recent infrastructure changes, a phone number recognition error intermittently occurred when customers were entering their phone numbers to request a callback (ANI recognition turned off). To resolve this, we adjusted a configuration on our voice service. Now, when customers enter a phone number for a callback, the system recognizes the phone numbers being entered the first time they are entered.

May 10, 2019

Announcement

Planned service outage: The VHT Callback cloud system will experience a planned service outage from 10:00 PM Friday, May 10, to 2:00 AM Saturday, May 11, EDT. During the outage, no callback service will be available, including access to the web interface. If you require assistance during the outage period, please contact VHT Cloud Support.

May 3, 2019

Fixed Issue

Data improvement for accurate ECBT value updates: Call and hold time data creation and collection has been improved to be consistently updated so that the ECBT (Estimated Callback Time) quoted to a customer is correctly spoken/displayed

April 16, 2019

Updated Feature

Progress indicators while loading data visualizations: Progress indicators now display while data visualizations are being generated by the system. Find them on the Call Volume Timeline on the Metrics screen, and on the phase counts table on the Call Details screen.

Fixed Issue

Browser cookie handling for canceled or completed callbacks: Callbacks that are requested via a widget employ the use of a browser cookie to track the status of the callback. When the callback reaches the Completed or Canceled phase, the system now fully deletes the browser cookie and stops tracking callback progress for that request. Prior to this fix, if a customer requested a call through the same browser interaction as the completed/canceled callback, the system would read the obsolete cookie and interpret this as a duplicate callback request. The newly requested callback would fail in that instance.

Fixed Issue

Call Volume Timeline displays all registered calls: The Metrics screen’s Call Volume Timeline bar graph now represents the number of callbacks in the Registered and Processed phases as well as Registered calls that are in the Retry phase. Previously, if a registered callback was in the Retry phase, that call would not be included in the Registered graph until it reached the Processed phase.

Fixed Issue

Canceled call metrics match on Call Details screen and Metrics screen: By tightening up data queries that feed the Call Details and Metrics screens, both of these screens now display the same value when canceled calls are queried. Any historical data prior to this fix may be out of sync. But, from this fix onward, the data will be in sync.

Previously, the query feeding the Metrics screen was not as strict as the query feeding the Call Details screen, and the canceled calls value could differ.

Fixed Issue

Call Reports screen refresh after report deletion: When deleting a report from the Call Reports screen, the deleted item is automatically removed from the screen.

Fixed Issue

Page refresh after a callback cancelation via inline web widget: When a customer uses an inline callback web widget to cancel a callback request, the page containing the widget remains unchanged for a few seconds while the cancelation registers with the VHT Callback cloud system. Then, the page refreshes automatically with a new callback request form. Previously, the web page would remain unchanged and not clear the cancelation request.

Fixed Issue

Set custom value for Today and Tomorrow when creating web widget: When creating a callback widget on the API & Applications screen, the generated script now includes “Today” and “Tomorrow” if Scheduling is turned on for the Call Target selected. The default “Today" and “Tomorrow" text can also be customized to display other wording or translations.

March 28, 2019

Fixed Issue

Non-U.S. call center phone numbers: For organizations that have been set up to allow international dialing, on the call target General tab, under Dial Settings, the Call Center Phone Number field now supports international phone number formats in addition to the U.S. phone number format.

March 21, 2019

New Feature

Spoken ANI prefix: Customers in many international regions are accustomed to hearing a prefix of 0 before their phone number. This option configures the callback so that it speaks the identified prefix/area code that customer typed in as their ANI.

Updated Feature

Callback web widget enhancements:

  • Cookies – When a user registers a callback using a web widget, a browser cookie is stored in the cache. The system recognizes that cookie during a later visit, and the user will see a message in the web widget that includes the estimated callback time (ECBT) for their scheduled callback, as well as an option to cancel the callback.
  • Metadata – The callback web widget now offers the data-metadata-[metadata-name]=”” attribute within the JavaScript code, which allows your website to send customer metadata to the VHT Callback cloud platform along with the callback request. The customer metadata is associated with the callback, and the metadata information is whispered to the agent when they take the customer’s call.
  • ReCAPTCHA – A new ReCAPTCHA tab has been added to the API & Applications screen. By associating an existing API key with a ReCAPTCHA key, your callback widget will include a ReCAPTCHA prompt when the customer registers their callback request.

Fixed Issue

Max Queue Depth not overriding correctly: In the Customer First Strategy, when the Max Queue Depth was set above 0, this value would be used by the platform whether or not Unlimited was selected. The platform would continue to use the Max Queue Depth number even if Wait For Live Agent was disabled. Now, if the Max Queue Depth is set to Unlimited, or if Wait For Live Agent is selected, any previously-defined Max Queue Depth number is disregarded.

Fixed Issue

Correct option deactivation when selecting Prompt Customer to Confirm Callback: When defining the Agent First callback strategy for a call target, the system now hides and deactivates Leave Voicemail on Early Hangup when Prompt Customer to Confirm Callback is selected.

January 22, 2019

New Feature

Customized CID announcement: You can control how the VHT Callback cloud platform announces a Caller ID (CID) number to your customer. Tailor your customer’s voice experience, aligning it with your corporate branding, by using a custom recording instead of the default digital voice read-out of the CID number. Once you upload your custom recording to the platform, the recording can be selected for use on the Call Target screen.

Fixed Issue

Clearing on-screen error messages: Previously, some error messages would still be visible on-screen after an error was resolved (such as filling in missing form field information). This has been fixed in the platform UI. When error messages are displayed on-screen, they now clear within an appropriate amount of time once an error is resolved.

November 20, 2018

New Feature

Number blacklisting: It is now possible to blacklist numbers so that they cannot be dialed. Specific portions of a phone number, individual phone numbers, or ranges of phone numbers, can all be blacklisted.

Updated Feature

Increased control over collected metadata: Previously, metadata that was captured during callback registration would persist in the VHT Callback cloud system in a non-visible and non-retrievable state, even after the callback was concluded. Now, this call target metadata can be configured to persist in the system, or be deleted after the callback is concluded. There is also a new option to permanently delete all existing, collected metadata for any individual phone number.

Fixed Issue

Disappearing call targets: Previously, the Call Targets list in the navigation bar would disappear when changes were made to the organization. Updates have been made so the the Call Targets list now remains visible in the navigation bar when changes are saved to the organization.

Fixed Issue

Agent First customer call remains connected when agent disconnects: During an agent first call, the customer leg would remain connected to the call even after the agent disconnected. The system now plays a message that the agent has been disconnected, and the call ends.

October 30, 2018

New Feature

Customer dial timeout: When configuring a call target, the Callback Strategy section now provides an option to configure the Customer Dial Timeout. Set the number of seconds your system will maintain an outbound dial (without a customer response) before it disconnects the call.

  • Available for both the Agent First and Customer First callback strategies.
  • Option is available when creating a new call target, or editing an existing call target.
  • Timeout range is 5 seconds to 120 seconds.
  • 120 seconds is the default timeout.
  • Timed-out calls can be found in the Call Detail report as Outcome: Unavailable, with a Retry Reason code of customer_leg_timeout.

New Feature

Cloning a call target: The Call Target Configuration screen now offers an option to clone an existing call target. While the cloning is in progress, you cannot configure the call target. Once the call target cloning process is complete, the call target information within the clone can be edited.

Updated Feature

Unique business unit names: The VHT Callback cloud system previously required that all business unit names in all organizations on the system be unique. Now, business unit names must only be unique within an organization.

October 15, 2018

Fixed Issue

Web widget: The web widget was not accepting and applying regional date/time settings when using certain browsers or regions. The issue has been resolved; the web widget now correctly displays and utilizes local date and time settings for all regions and major browsers.

October 1, 2018

New Feature

Support for custom SIP headers: Implementation of RFC 7433, user-to-user control information in SIP header as metadata. User-to-user control information can now be passed in the user-to-user SIP header following the recommendations of RFC 7433. Custom metadata can also be passed through SIP X headers. Configuration of X header metadata is done at the call target level, in the Metadata tab, by selecting the option SIP Header and entering the label for the metadata exactly as it would be passed in the header. The custom headers will be generated and passed when the outbound call is placed. Custom SIP and X headers require SIP connectivity to the VHT Callback cloud application.

Updated Feature

Database optimization: Database enhancements have significantly reduced the latency that is seen when requesting, filtering, and returning Call Detail and Metrics reports.

Updated Feature

Agent disconnect workaround removed: A workaround that redialed the customer and agent legs for up to 10 times before placing the callback in its final outcome was implemented due to intermittent agent leg disconnect issues. Since the disconnect issue has been resolved, this workaround is no longer needed and has been removed.

September 6, 2018

Fixed Issue

Invalid ANIs interpreted as extensions: Invalid ANIs passed as part of the incoming call to the VHT Callback cloud application would be interpreted as extensions and would result in an exception in the platform that terminated those calls but remain active in Call Details. The platform now traps these invalid ANIs correctly and prompts the customer to enter a valid callback number.

September 3, 2018

Fixed Issue

Falsely reporting calls as agent hangups: Under certain circumstances, a small percentage of agent leg calls were being dropped by the VHT Callback cloud application, resulting in a hangup. This was due to a resource constraint issue on the platform which has been identified and resolved. Now the system properly connects these calls to an agent.

August 30, 2018

Updated Feature

Web widget cannot identify the leading 0:  The web widget now strips leading digits (0, other non-numeric entries) from an entered number prior to dialing the country code.

Fixed Issue

Metrics screen does not show timeline when same day is selected: The Metrics screen does not display any data in the timeline if the data timezone and the default timezone of the browser are not aligned. The page has been updated to display data in the default timezone associated with the organization, which has resolved this issue.

Fixed Issue

Filtering reports does not match the Call Details screen: The filtering on exported reports now matches the filtering on the Call Details page. Previously, the exported report would ignore those filters.

Fixed Issue

Early hangup calls are accumulating as stuck calls in the system: Incoming calls that are disconnected too quickly are being caught as stuck calls on the Call Details page. Calls are now properly cleaned up when this condition occurs.

July 28, 2018

Updated Feature

Estimated callback time (ECBT) improvements: The ECBT algorithm received improvements to help decrease callback delays on Agent First call targets.

Updated Feature

Separate country code from phone number: The system automatically separates the country code from the phone number string, if included, to ensure that the country code is not duplicated during callback registration.

Updated Feature

International callback number trunk prefix (0): If a customer outside of the U.S.A. adds a leading zero to their phone number when registering a callback, the system manages this digit automatically so that the phone number reads correctly when the country code is placed at the beginning of the number.

Fixed Issue

Localized date and time not displaying correctly in web widget: The VHT Callback cloud web widget now displays the correct localized date and time format in Microsoft Internet Explorer.

Fixed Issue

Metrics page occasionally does not refresh: When refreshing the metrics page under specific circumstances, complete data now displays.

Fixed Issue

Timezone offset issue where Metrics page is missing timeline: When searching a single date within the metrics (start date and end date are the same date), the Metrics page now displays an accurate timeline. Additionally, the timezone now displays on the Metrics page.

Fixed Issue

Issue with relationship of roles and business units: Business units that are assigned to a role are still maintained by the system when the role of the user is upgraded to administrator, even though they are not seen in the user interface. This could cause difficulties in viewing screens associated with the administrator role.

Fixed Issue

Report exports with no data: Report exports have been corrected to include paramaters from the Call Detail screen, the Event Filter data, and Call Target Filter data.

Updated Feature

Increased caching lookup efficiency: Efficiency within the cache lookup reduces latency when a call is answered by an agent. Also, registration delays are reduced at the start of a call for international call targets.

Updated Feature

Callback retry attempts improvement: The system will retry a callback, regardless of number of attempts. If the call ended with an agent hangup, the system will retry a callback a maximum of 10 times.

April 26, 2018

New Feature

Online sign-up:  It is now possible to sign up online for a free trial of the VHT Callback cloud application. This free trial allows you to receive your first 25 callbacks on us. Simply go to callback.vhtcx.com to get started. Practice it: Learn how to sign up for a free trial of the VHT Callback cloud application.

New Feature

Account management:  Manage your account by viewing your balance, by deciding when and how funds will be added, and by selecting the payment method that works best for you. Discover it: Read about account management in the VHT Callback cloud application.

New Feature

SMS reporting:  Now you can track SMS interactions through the call detail screen. Watch in real time as each step of your interaction is executed. See the end fate of your interaction and determine the next steps. If your SMS interaction times out for any reason, the call detail screen will display the time and at what step this happened so you can quickly restart the interaction where it left off.

New Feature

Billing access:  Allow users within the organization to help you manage the billing permissions for your account. With these permissions, they will be able to add funds and credit card information to your account.

Updated Feature

Subscription services agreement:  You can now access the subscription services agreement via a link in the help menu.

Updated Feature

Improved filtering and searching capabilities:  With these improved capabilities, you can filter through large sets of data and receive an immediate search result without impacting the overall performance of the system.

Updated Feature

Busy Rescue event: A Busy Rescue event has been added to the system alerts to notify you when a call was rescued because the number to an agent was busy. This event will provide for more accurate reporting as it helps identify the specific reasons why a call is being rescued.

Fixed Issue

Wrong prompt plays when ECBT is 1 hour:  The IVR plays the utility hours  prompt when the estimated callback time is equal to 1 hour (i.e. 1 hours instead of 1 hour).

Fixed Issue

Duplicating country codes for international callers:  Using a combination of country code settings for a call target and the observed ANI, the system identifies the country code of a caller and automatically applies it to the callback number. However, a duplication occurs when a customer also enters his or her country code during the registration process. Thus, causing the callback number to now be invalid.

Fixed Issue

Mismatched parameters during call detail export:  The parameters do not match when an export is executed from the call detail view. Some parameters, like the event and call target filter get removed during the export.

Fixed Issue

Duplicate call target names:  The system does not check for duplicated names when saving a call target.

Fixed Issue

Missing Add API Key button from manager role:  The Add API Key button does not appear for the role of  manager on the API view.

Fixed Issue

International trunk prefix number is missing from the announced ANI: International customers are accustomed to hearing and saying their phone number prefixed with a zero. Currently, the system does not play the zero before the number when speaking the ANI back to the caller.

Fixed Issue

Registering early hangups as unavailable: The system identifies early hangup callbacks as unavailable instead of registered in the call detail view.

Fixed Issue

Issue with relationship of roles and business units: Business units, that are assigned to a role, are still maintained by the system when the role of the user is upgraded to administrator even though they are not seen in the user interface. This could cause difficulties in viewing screens associated with the administrator role.

February 15, 2018

New Feature

Australian phone number assignment: Australian phone numbers can now be assigned to a call target or interaction. To find these numbers, simply select the country from the drop-down list and search for a desired number.

Fixed Issue

Disable the Call Me button in the web widget: The Call Me button on the web widget can be selected prior to a customer selecting his or her time for the callback without throwing an error.

Fixed Issue

Post Dial DTMF field: Users are unable to remove the first character of the string in the Post Dial DTMF field when in edit mode.

Fixed Issue

Metrics for the day: Metrics for the day do not display as interval statistics when the timezone of the customer does not match the timezone of an organization. The entire day of statistics is seen on the first interval of the day instead of being spread out over a 24 hour period.

December 5, 2017

New Feature

Register callback on early hangup:  The VHT Callback cloud application can now register callbacks even if a customer hangs up before the end of the registration process. This allows for an enhanced customer experience for the caller and provides the business with additional options to use when considering the customer’s journey.

Fixed Issue

Changes to labels do not dynamically refresh:  The navigation menu does not dynamically update when changes are made to labels on the main page. A manual refresh of the browser is required in order to see changes in the navigation menu.

Fixed Issue

Business Managers can access global information: Business Managers can access and update global information like organizations, media, and phone numbers when assigned to a specific business unit. These managers should only be able to access and update settings associated to an assigned Call Target.

Known Issue

Daily metrics do not display interval statistics: Metrics do not display interval statistics over a 24 hour period for a user whose local timezone does not match the timezone configured by the organization.

November 1, 2017

New Feature

Dialed extensions:  It is now possible to have the VHT Callback cloud application dial an extension as the callback number.  This option is designed for organizations whose customers come from within the company and would like to use their dialed extensions for their callback number.

New Feature

Scheduled Callbacks: Customers now have the option of requesting a scheduled callback through your web widget. They can now request a callback at a date and time that is more convenient for them.

August 16, 2017

New Feature

Business units:  It is now possible to create a business unit within your organization and assign specific call targets to that business unit. When creating users, you can now also assign them business units so that they only have visibility into the associated call targets and only those call targets.

Updated Feature

Web widget improvements: A number of web widget improvements have been made to enhance the usability of the widget as well as making them more customizable by incorporating custom style sheets (CSS). Also, the widget can now be configured to be associated directly with a call target so that the user is immediately prompted for a callback number instead of requiring them to step through an interaction.

New Feature

Country codes: If enabled as an option for your organization, the country code option available in the Call Target Dial Settings can be used to set country code prefixes. These codes are removed from the announced ANI, but prefixed to the customer’s callback number.

New Feature

Metadata prompts: When configuring metadata for a specific call target, a prompt selector is now available. The prompt selector allows you to pick from three standard prompts or to select a custom prompt to upload.

June 24, 2017

New Feature

Non-US phone number assignment: Phone numbers for Canada, Mexico and other countries can now be assigned to a call target or interaction. To find numbers for a specific country, simply select the country from the drop-down list and filter/search for a specific desired number.

New Feature

Audit reports: Audited events such as system errors and configuration changes are now audited and made available via a downloadable CSV formatted report. Custom date ranges can be selected to generate the report.

Updated Feature

Call Detail summary: The summary section for the Call Details report has been broken up into two sections:

Callbacks Active: Those callbacks that are currently being handled by the system and that do not have a final outcome.

Callbacks Ended: Those callbacks that have completed and that have an outcome.

Fixed Issue

Agent confirmation loopback: When the wait for live agent option is selected under Call Target configuration, the agent will hear a message asking them to confirm they are on the line by pressing “1”. That message currently loops back after a 5 second interval. That interval was considered to be too long by many customers, so it has been reduced to 3 seconds.

New Feature

Multiple time periods for business hours: It is now possible to schedule multiple time periods for a single day within which callback can be offered. This gives users the flexibility to pick multiple time periods within a day to offer a callback.

New Feature

Retry delay: In addition to Minimum Callback Delay, an additional option now exists to configure a a delay for retries. This is called the Retry Delay and is now configurable as a Call Target option.

New Feature

Turn on/turn off thresholds: Call targets can now be configured to stop offering callbacks if Estimated Callback Time (ECBT) surpasses a certain threshold and/or number of callbacks registered (Requested Callback Threshold) passes a certain threshold. Callback offers would resume once both fall under threshold.

Updated Feature

SMS and widget based Callback registrations in Call Details report: The Call Details reports now allows you to see SMS and widget Callback registration events (as would come from completing an Interaction) as well as standard IVR-based callback registration requests.

April 7, 2017

New Feature

Media Sets: The VHT Callback cloud application now offers the ability to define a Media Set which can be used by multiple Call Targets within an organization. This saves a significant amount of time in the configuration of a new call target, as an administrator or manager no longer needs to upload and override the media items for each Call Target, but rather, it can be performed once and then applied to as many call targets as needed. See Media Sets for more information.

New Feature

Next Day Callback: Offering callbacks at or near the end of the business day can be challenging because it is difficult to know whether or not the call center will be available for the callback. Next Day Callback offers callers, when the scheduling of a callback is within the End of Day period defined by the system, the option to wait on hold for the next available agent or schedule a callback for the next business day. The End of Day period can be set as a fixed value or as a variable amount of time equal to the current Estimated Callback Time (ECBT) of the call target.

Next Day Callback also provides an option for the VHT Callback cloud application to delay next day callbacks by a predetermined amount of time so callers are not called back early in the morning. Finally, an additional option is available that limits the number of next day callbacks allowed per day by the VHT Callback cloud application. See End of Day Callback for more information.

December 5, 2016

New Feature

Usability enhancements: The user interface and overall user experience has been redesigned to facilitate self on-boarding and configuration of the VHT Callback cloud application. This includes:

  • simplifying the user interface to provide intuitive access to all configuration and reporting capabilities
  • auto-refresh capabilities
  • additional configuration objects available such as phone numbers, call target creation and number association and interaction creation
  • the ability to save, review and publish changes as well as discard changes or delete published objects

New Feature

Dashboards: Improved real-time graphical dashboards that provide information at a glance, including:

  • a customer experience timeline
  • average punctuality
  • average wait times
  • average response times
  • average talk times
  • details of callbacks in progress, and their status
  • callback outcomes
  • a call volume timeline

New Feature

Call Detail reporting: Enhancements to call detail reporting that include:

  • more detailed status updates on progress and final disposition of the callback
  • enhanced filtering using tags

New Feature

Improved interaction management: Administrators can now create better two-interactions that can be delivered via an SMS enabled number or a widget application.

New Feature

Telephony configuration: Administrators can now update their own telephony configuration:

  • by adding new phone numbers and assigning them to call targets
  • by assigning their own SIP trunks to a specific call target

New Feature

Media files: Administrators can now upload their own media files per call target or at the organization level.

New Feature

Call target configuration: Call targets can now be created and configured directly from the user interface.