Communicate


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]

October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
[View details]

June 27, 2018

Platform

  • WebRTC Softphone SDK

Communicate

  • Media metrics and diagnostic recording enhancements

Contact center

  • Increased agent limit in workforce management units
  • Workforce management shrinkage percentage intervals
  • Status duration in the workforce management real-time adherence view
  • Workforce management intraday monitoring enhancements
  • Workforce management schedule editor enhancements
  • Save filter and column settings in performance views
  • Link external contacts to external sites
  • Finnish language support
[View details]

May 16, 2018

Communicate

  • PureCloud Voice in France and the Netherlands
  • Follow-me call forwarding

Contact center

  • Holiday and emergency schedules for routing configuration
  • Create data tables and retrieve data from Architect flows
  • Queues Activity view for agents
[View details]

May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics
[View details]

April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing
[View details]

April 18, 2018

Communicate

  • PureCloud Voice in Ireland

Contact center

  • Finnish IVR support in Architect

Integrations

  • Import and export data actions for integrations
[View details]

March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in PureCloud for Salesforce
[View details]

February 28, 2018

Communicate

  • PureCloud Voice in the United States rate decrease
[View details]

February 14, 2018

Platform

  • Introducing the AppFoundry

Communicate

  • PureCloud Voice in the United Kingdom

Contact center

  • Easier media type filtering in Interaction Details report spreadsheets
[View details]

February 7, 2018

Communicate

  • Take Back and Transfer operations for external trunks
[View details]

December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance
[View details]

December 13, 2017

Platform

  • Sample of enhanced PureCloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration
[View details]

October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • PureCloud data actions integration
[View details]

October 4, 2017

Platform

  • Resource Center faceted navigation search

Communicate

  • Improved Edge clock synchronization

Contact center

  • Route emails based on external contact information
[View details]

September 13, 2017

Platform

  • Client management for partners and resellers

Communicate

  • Edge and Media Tier release notes email subscription

Contact center

  • Schedule options for inbound email flows
[View details]

August 16, 2017

Platform

  • PureCloud System Status page

Communicate

  • View trunk status from multiple locations
[View details]

July 5, 2017

Communicate

  • Forward a voicemail
  • Local site routing for Edge groups

Contact center

  • Disable answering machine detection in call analysis responses
[View details]

June 21, 2017

Communicate

  • Voicemail messages for group ring

Contact center

  • Configurable transfer timeout in Architect
[View details]

May 17, 2017

Communicate

  • Edge and Media Tier release notes enhancement

Contact center

  • Select a default script for outbound calls
  • Contact list sort enhancement
  • Contact list filter
  • Chinese (traditional) language support
[View details]

May 3, 2017

Platform

  • Authentication improvements
  • PureCloud training website

Communicate

  • IP network ping response on Edge appliances

Contact center

  • Call recording consent
  • Japanese, European Spanish, and US Spanish language support in Architect
[View details]

April 12, 2017

Platform

  • APIs for Architect features

Collaborate

  • Select download location in Windows desktop app

Communicate

  • Custom dashboard to monitor real-time telephony performance
  • Track Edge operational states

Contact center

  • French language support in Architect
  • Recording download permission
  • Web-based phone settings in Interactions panel

Integrations

  • SSO support for Google G Suite
[View details]

April 5, 2017

Platform

  • AWS Direct Connect support

Collaborate

  • Voicemail access directly from email notifications
  • Out of Office status date range

Communicate

  • Edge and Media Tier release notes

Contact center

  • Intraday monitoring view

Integrations

  • Email interactions support for PureCloud for Salesforce
  • Email interactions support for PureCloud for Zendesk
  • Email interactions support for PureCloud for Chrome
[View details]

March 1, 2017

Communicate

  • Phone redundancy

Contact center

  • Administrator control of recalls
  • Campaign rule condition based on number of agents
  • Campaign rule action for changing the dialing mode
[View details]

February 15, 2017

Communicate

  • Automated management of phone firmware

Contact center

  • Visual work plans
[View details]

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