[New] Disposition Fields allow managers to attach CRM fields to a disposition to allow agents to collect additional information while completing a call. Fields follow CRM validation rules and are saved immediately. More use cases and documentation links are in our blog.
[New] Campaign Schedules allow managers to set start and end times for campaigns, and link campaigns to each other, helping sales agents constantly focus on the next best action. Read the blog post to see how it works.
[New] Callback Tasks allow an agent to set a date and time to call a contact, and removes the contact from campaigns until after the callback. Useful for when a customer asks for a call back after a certain time or day. The blog has more details.
[New] Support for overriding Do Not Call and call recycle time blocks when adding a user to a call via Click to Dial. Previously if adding a call using Click to Dial call triggered a call block, DialSource did not present the agent the option to override the call block, even if the call block is configured to be overridable. This change gives adding a call via click to call the same call block override tools that you see on all your other calls. (180328,259121,267968,273370,274499,302610)
[Change] Campaign Schedulers now base the timezone of the agent and lead using their phone number instead of the timezone setting of the agent’s browser.
[Fix] Hangup on Disposition does not work for inbound phone calls. The call is dispositioned, but must be hung up manually.
[Fix] When searching for reports in campaigns, symbols and other non-alphanumeric characters in your search results in an error. (501609)
[Fix] In instances where a voicemail transcription results in no cost (usually because the message has no content and we were unable to transcribe it), the voicemail is not delivered until DialSource manually delivers it.
[Fix] It is possible for an agent to connect twice, establishing two calls. When this happens, one or more channels of audio from one call can end up in the other call. This can lead to a situation where the agent is in one call and the party they called is in another so they cannot hear each other. (475357,493254)
[Fix] In rare cases, an agent is unable to hang up a call without disconnecting from DialSource entirely. (435364,505472)
[Fix] Yesterday's fix to handling hangups when dispositioning inbound calls introduced a side effect that caused issues saving recordings on inbound calls. The root cause of the issue could have caused other problems with inbound calls during or after disposition, although we have no reported occurrences of such non-recording issues.
[Fix] When a report for a campaign does not have a footer, DialSource treats the last couple of lines of the actual report as a footer, preventing those lines from appearing in the campaign. This is most noticeable in very small campaigns because all of the records are ignored as a footer.
[Fix] In some Salesforce organizations, managers are unable to add fields to dispositions.
[Fix] In Salesforce, sometimes the bottom of the dialer disappears off the bottom of the screen. This makes it impossible to see the last in a long list of dispositions and causes other, smaller usability issues. (385451)
[Fix] When using location-based recording redactions calls that don’t match any of the location rules are not recorded, even if the account is configured to record one or both sides of the call.
[Fix] Preview-auto settings incorrectly contain an option for zero seconds. This option does not work and results in an unpredictable preview auto time. With this fix, zero is no longer an option. Customers that previously had this set to zero should change their settings.
[Change] When configuring an integration account, we now ensure that the account you are using has access to your CRM org’s data, and warn you if it does not.
[Change] Improved robustness when dialing an outbound call in the event of some telephony servers and providers are unavailable. (230489)
[Change] Improved call quality when a DialSource user calls another DialSource user.
[Change] Reduce call setup time for calls to Canada.
[Fix] The recent fix for portions of the dialer appearing off the bottom of the screen in Salesforce caused problems with loading the dialer in Dynamics.
[Fix] In rare cases, clicking on a disposition button does not cause the disposition screen to close.
[Fix] If the dispositions without record linking feature is enabled, the notes field or save button appears twice. (498650)
[Fix] Small user interface improvements to the Campaign editor.
[New] When you use the RTPQ API to inject a call into a campaign, and that campaign has preview-auto turned on, the RTPQ call will also use preview auto and start counting down using the same timer as the campaign.
[New] Agent statuses in the Queue Dashboard are now easier to scan and read.
[Fix] When dialing a non-US number that does not start with a +, the recording redaction system treats the call as a US call. (529765)
[Fix] Various admin pages are slow or time out when a customer has a large and complex set of agents and groups.
[Fix] If an agent dispositions a call before hanging up, then when they hang up the call, the voicemail drop-in button is still available. (387523)
[Fix] When using Preview Auto with RTPQ, the field contents are incorrect.
[Fix] When assigning agents or groups in campaigns, DialSource sometimes does not return any agents or groups, or have some agents that do not appear. (550711, 551886, 553552)
[Fix] When answering an incoming call, an agent cannot start a recording via the record button in the softphone (562696, 562997)
[Fix] For newly-created campaigns, it is impossible to save a disposition group. ( 557913 )
[Fix] When receiving an inbound call, the ringtone may continue until the agent disconnects ( 351558, 360796, 365965, 367583, 368909, 430717, 445438, 447611, 474629, 483213, 490097 )
[Fix] Inbound calls log as outbound when Inbound Statistics is used
[Fix] When setting up a new campaign, disposition groups you add are not saved, even though editing an existing campaign allows you to add the disposition groups
[Fix] In some idle timer configurations, Queue Dashboards fail to show any queues
[Fix] Tasks for inbound stats are not logged (569317)