Contact center

Architect IVR Transfer to Group action

A new action is available in Architect call flows (inbound, outbound, and in-queue) to direct calls to a non-ACD group. For more information, see Transfer to Group action.

Limits to prevent excessive dialing

Outbound dialing administrators can now prevent a phone number or contact record from being dialed too often. For more information, see How to limit contact attempts.

Agent participation in simultaneous dialing campaigns

Agents can now simultaneously participate in multiple dialing campaigns. An outbound dialing administrator can prioritize the campaigns. For more information, see Create a new campaign.