Release notes for PureCloud for Zendesk

This article describes all PureCloud for Zendesk releases. For more information, see About PureCloud for Zendesk.

November 13, 2019

October 30, 2019

  • WhatsApp interaction support

    The integration now routes inbound WhatsApp interactions: About messages.

October 23, 2019

October 9, 2019

  • Search configuration for external contacts

    Administrators can now control whether the integration returns external contacts from their PureCloud organization when agents search before transferring interactions or making calls: Configure search in Zendesk.

  • Personal voicemail inbox

    Users can quickly see if they received new personal voicemail and easily access their voicemail from the client: Access personal voicemail.

  • Access token expiration

    The client now alerts logged-in users 30 minutes before an access token (session) expires, unless the user logged in less than 30 minutes earlier: Log in to the client.

September 18, 2019

August 7, 2019

  • Updates to install and administrator configuration interface

    Configuration settings on installation now streamlined and divided into separate post-installation configuration sections: Install PureCloud for Zendesk and Settings in PureCloud for Zendesk.

  • Single sign-on identity provider functionality

    Administrators can now configure the integration to use a single sign-on identity provider when agents log in to the client: Configure the Zendesk app.

  • Customization of Zendesk ticket comments

    Administrators can now customize the information that appears on Zendesk ticket comments: Customize Zendesk ticket comments.

June 19, 2019

May 15, 2019

  • Out of adherence notification

    The client now notifies agents when their status does not match their scheduled activity: Out of adherence.

April 24, 2019

March 13, 2019

  • Links to interaction details in PureCloud

    Administrators can now configure the integration to display links to interaction details in PureCloud on Zendesk tickets by mapping the interaction attribute Interaction.Url to a custom ticket field in Zendesk: Interaction attributes in PureCloud for Zendesk.

January 30, 2019

  • Interaction attribute mapping

    Administrators can now map interaction attributes, including the interaction log, to fields and comments on tickets in Zendesk: Map interaction attributes.

January 16, 2019

  • Agents without phones

    Agents can now log in without first selecting a phone: Log in to the client.

  • Outbound SMS message support

    Agents can now send SMS messages on behalf of queues. Administrators can configure the default country code used for these SMS messages: Send an SMS message and Configure outbound interactions.

  • Consolidation of settings in the client menu

    The Click-to-Dial and On Behalf of Queue settings now consolidated under Queue. The WebRTC Settings name abbreviated to WebRTC: Settings in the client menu.

December 19, 2018

December 12, 2018

  • Chrome autoplay policy changes and audio playback

    Added documentation about Chrome’s autoplay policy changes that affect audio playback: Chrome autoplay policy changes.

November 14, 2018

  • Notifications setting

    Agents can configure the client to show notifications outside the client when interactions alert: Configure notifications.

October 31, 2018

  • Flag problematic calls

    Agents can now flag calls and ACD voice interactions that have voice quality issues, such as deteriorated audio, unexpected disconnections, incomplete connections, and failed transfers: Call controls.

September 12, 2018

Build 1.0.2525
  • Facebook, LINE, and Twitter interaction support

    The integration now routes inbound Facebook, LINE, and Twitter interactions: About messages.

  • Dedicated login window

    Administrators can now configure the integration to use a separate login window for login providers that do not work in embedded windows: Configure the Zendesk app.

  • Out of Office scheduling

    Agents can now schedule Out of Office dates and times from the client: Change your status.

  • Timer for non-time-boxed after-call work

    Timer added to the Wrap-up window to show the amount of time spent on non-time-boxed after-call work: Wrap up an interaction.

August 29, 2018

Build 1.0.2503
  • Caller ID support for outbound calls

    Administrators can now configure the integration to send caller ID information on outbound calls through agent input or global configuration: Make a call and Configure caller ID.

June 20, 2018

Build 1.0.2451
  • Interaction statistics during search

    Updated the interaction statistics that the integration shows during search when transferring interactions or making calls to people or queues. Changed from the numbers of individual media types to the total number of interactions that a person or queue is handling: Blind transfer an interaction, Consult transfer a call, and Make a call.

June 6, 2018

Build 1.0.2424
  • Preview timer

    Added timer to preview outbound dialing interactions.

  • Click-to-email

    The client can now auto-populate email addresses from tickets or records in Zendesk: Click-to-dial.

  • Agent performance statistics for message interactions

    Added agent performance statistics for message interactions: View agent performance statistics.

May 23, 2018

May 16, 2018

Build 1.0.2401
  • Search configuration

    Administrators can now control whether the integration returns people from their PureCloud organization, queues from their PureCloud organization, or users from their Zendesk organization when agents search before transferring interactions or making calls: Configure search in Zendesk.

May 9, 2018

Build 1.0.2384
  • Outbound email support

    Agents can now send emails on behalf of queues: Send an email.

May 2, 2018

Build 1.0.2377
  • Scheduled callbacks

    Agents can now schedule callbacks for voice interactions: Schedule a callback.

  • EU (Frankfurt) region

    Administrators can now select Frankfurt as their PureCloud environment: Configure the Zendesk app.

  • Zendesk users in search

    Agents can now transfer interactions in the client to users in their Zendesk organization: Transfers.

  • Email interaction statistics during search

    The integration now shows the number of email interactions being handled when transferring interactions or making calls to people or queues: Blind transfer an interaction, Consult transfer a call, and Make a call.

March 28, 2018

Build 1.0.2339
  • ACD voicemail interaction support

    Added ability to route ACD voicemail interactions: About ACD voicemail

March 14, 2018

Build 1.0.2322
  • SMS interaction support

    Added ability to route inbound SMS interactions: About messages.

January 24, 2018

November 7, 2017

Build 1.0.2273
  • Co-browse for calls and chats

    Agents can browse the customer’s view of a webpage and collaborate with the customer using annotations and page control during call and chat interactions: Use co-browse.

  • Screen share for calls and chats

    Agents can view the customer’s desktop or application during call and chat interactions: Use screen share.

October 24, 2017

Build 1.0.2268
  • Interaction logging enhancements

    Agents can write interaction logs, which are saved to Zendesk tickets: Interaction logs.

September 26, 2017

Build 1.0.2262
  • Free seating enforcement
  • Persistent connection for WebRTC phones

    Establishes an open connection between the integration and WebRTC phones to speed up call handling: Persistent connection.

  • Branding updates
  • Bug fixes

August 29, 2017

Build 1.0.2224
  • New company logo

    Company logo updated throughout the integration.

  • Time-boxed after-call work

    Timer added to Wrap-up window for time-boxed after-call work on voice interactions: Wrap up an interaction.

  • Wrap-up window change for callbacks

    Changed when the Wrap-up window automatically opens for wrap-up code selection to match PureCloud behavior: Respond to callback interactions.

  • On Queue placement in status list

    On Queue status moved to the top of the status list: Client interface.

  • Screen pop for multiple matches

    For inbound call or callback interactions, you can select a contact from a returned list of multiple matches based on the caller ID (ANI) of the interaction, or refine the search results: Screen pop.

  • Script support for all queue calls

    Scripts are now available on all call interactions to or from a queue (inbound calls, callbacks, outbound dialing): Scripts.

July 28, 2017

Build 1.0.2218

July 18, 2017

July 10, 2017

Build 1.0.2215
  • Bug fixes

June 12, 2017

Build 1.0.2204
  • Bug fixes

June 5, 2017

Build 1.0.2192
  • Queue statistics

    Updated interface shows all media types for Waiting statistic when making or transferring a call: Make a call.

  • Bug fixes

May 2, 2017

Build 1.0.2171

  • Bug fixes

April 5, 2017

Build 1.0.2154
  • Email interaction support

    Added ability to route email interactions: Respond to email interactions.

  • Phone logged out warning

    Added section about warning message that appears when logging out of PureCloud in the middle of an interaction in the client: Troubleshoot.

  • Bug fixes

March 1, 2017

Build 1.0.2143

February 1, 2017

Build 1.0.2139

January 23, 2017

Build 1.0.2124
  • Call forwarding

    Added ability to set call forwarding and see when call forwarding is enabled: Call forwarding.

  • Safari support

    Added Safari to the list of supported browsers: Administrator requirements.

  • On Behalf of Queue settings

    Added setting to configure queue selection to persist for multiple calls on behalf of queues: Make a call.

  • Microphones for WebRTC phones in Firefox

    Added information about microphone sharing requirement for Firefox users: Log in.

December 20, 2016

Build 1.0.2106

  • Zendesk licenses

    Added information about licensing requirements: Administrators requirements.

  • Wrap-up window behavior

    Window automatically opens after an interaction ends: Wrap up an interaction.

  • Make a call On Behalf of Queue box

    If agent is not a member of a queue, On Behalf of Queue box does not appear in client: Make a call.

  • Screen pop by ANI for callbacks

    Callback interactions screen pop based on ANI by default: Screen pop.

  • Placement of Pop WebRTC Phone window selection

    Moved selection to bottom of WebRTC Settings window: Change your WebRTC phone settings.

  • Optional wrap-up work check box

    Removed check box from the Wrap-up window: Wrap up an interaction.

  • Secure pause call control for recordings

    Added secure pause call control to pause recordings: Call controls.

October 24, 2016

Build 1.0.2052
  • Bug fixes.

September 28, 2016

Build 1.0.2026
  • Auto answer support for WebRTC phones.

September 26, 2016

Build 1.0.2022
  • WebRTC window configurable as separate window or embedded in the client.
  • Bug fixes.

September 19, 2016

  • WebRTC phone implementation with troubleshooting support.

September 9, 2016

Build 1.0.2006
  • Bug fixes.

September  6, 2016

Build 1.0.1997
  • Queue statistics updated with EWT (estimated wait time). 
  • Bug fixes.

August 25, 2016

Build 1.0.1987
  • Japanese language support.
  • Bug fixes.

August 25, 2016

Build 1.0.1987
  • Bug fixes.

August 5, 2016

Build 1.0.1969
  • Outbound dialing functionality.
  • Script support for outbound dialing.
  • Bug fixes.

July 26, 2016

Build 1.0.1955
  • Callback support.
  • Bug fixes.

July 7, 2016

Build 1.0.1937
  • Bug fixes.

June 17, 2016

Build 1.0.1919
  • Automatically selects default station on login.
  • Bug fixes.

May 19, 2016

Build 1.0.1844.1
  • Additional status support (pending platform availability of new statuses).
  • Queue activation support.
  • Dialpad call control for DTMF support.
  • Bug fixes.

April 15, 2016

Build 1.0.1765
  • Bug fixes.

March 31, 2016

Build 1.0.1723
  • Permission requirements updated on Administrator requirements page.
  • Ability to filter search results by People or Queue.
  • Bug fixes.

March 17, 2016

Build 1.0.1682
  • Ability to consult transfer.
  • Conference call creation by dragging and dropping interactions.
  • Timer on interactions shows the length of time that an interaction is connected.
  • Client rings when alerting.
  • Bug fixes.

March 3, 2016

Build 1.0.1648
  • Bug fixes.

February 18, 2016

Build 1.0.1622
  • Support for multiple regions.
  • Ability to make call on behalf of queue. 
  • Type ahead search for users and queues when placing or transferring calls.
  • Statistics on queues before placing or transferring call to queue.
  • Bug fixes.

February 5, 2016

Build 1.0.1568
  • Bug fixes.

January 15, 2015

Build 1.0.1507
  • Initial release of PureCloud for Zendesk. Includes support for call controls, agent statuses, call attributes, screen pop, click-to-dial, and after-call work of wrap-up categories.