March 13, 2019

Platform

  • Access control for all regions
  • Assign roles to a group
[View details]

March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • PureCloud Bridge integrations deprecation FAQs
[View details]

February 27, 2019

Contact center

  • Workforce management intraday rescheduling
  • Additional filters and metrics in interactions views

Deprecations

  • Deprecation announcements
  • TURN port range deprecation
[View details]

February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • PureCloud Voice in Germany

Contact center

  • Message delivery status notifications
[View details]

February 13, 2019

Contact center

  • Canned substitutions localization change
[View details]

February 6, 2019

Platform

  • Authenticate with single sign-on only
  • Developer Center usability enhancements

Communicate

  • PureCloud audio management improvements
  • Support for basic call controls on commonly used headsets
  • PureCloud Edge bandwidth calculator enhancements

Contact center

  • Queues activity views improvements
[View details]

January 30, 2019

Contact center

  • Dialer Campaign Detailed Attempt History report
[View details]

January 23, 2019

Contact center

  • MOS scores for voice interactions
  • Send Response action in Architect message flows
  • PureCloud scheduling enhancements
  • Dutch TTS and ASR language support
  • Image component enhancement for scripts

Integrations

  • Amazon Lex integration for inbound message flows
[View details]

January 16, 2019

Communicate

  • PureCloud Voice rate decrease

Contact center

  • My Performance views for agents
[View details]

January 2, 2019

Contact center

  • New queues detail views
  • Queues view redirects to Queues Performance Summary view
  • Activate Queues panel enhancements
[View details]

December 26, 2018

Contact center

  • ACD messaging channel conversation rate decrease
[View details]

December 19, 2018

Platform

  • Restrict PureCloud embedding security enhancement

Contact center

  • Dynamically referenced queues in Architect
  • DNIS-based analytics views
  • Export data from DNIS performance views
[View details]

December 12, 2018

Contact center

  • Outbound SMS on behalf of a queue
  • External contact search for messaging channels
  • Change agent’s status in Queues Activity Detail view
  • View export for Agents Queues Detail view
[View details]

December 5, 2018

Collaborate

  • Mobile badge notifications

Communicate

  • Improved WebRTC connection times with Trickle ICE

Contact center

  • New transfer metrics in the Analytics API
  • Historical adherence in the schedule editor
[View details]