Communicate


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
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February 15, 2017

Communicate

  • Automated management of phone firmware

Contact center

  • Visual work plans
[View details]

January 25, 2017

Communicate

  • Web-based phone call controls in third-party applications
  • Web-based phone volume settings

Contact center

  • Email routing to an organization’s domain
  • Architect audio debugging
  • Inline images in emails
  • Agent Metrics and Agent Metrics Export reports
[View details]

January 18, 2017

Platform

  • Admin UI
  • PureCloud community

Communicate

  • Order management for number ports

Contact center

  • Permissions required to manage and assign roles

Integrations

  • PureCloud for Chrome
[View details]

December 28, 2016

Platform

  • HIPAA compliance

Communicate

  • Recording of external transfers

Contact center

  • Campaign rules
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December 14, 2016

Platform

  • Removal of credit card numbers from chat interactions

Communicate

  • PureCloud Edge Standard V2 LCD

Contact center

  • Workforce management training modules
[View details]

December 7, 2016

PureCloud Platform

  • Removal of credit card numbers from chat messages

Communicate

  • Geographical restrictions on inbound toll-free calls
[View details]

November 16, 2016

Communicate

  • Global phone provisioning service
  • Telephony network topology map
[View details]

October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions
[View details]

October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition
[View details]

October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit
[View details]

September 28, 2016

Communicate

  • Mini and micro versions of PureCloud Edge
  • Virtual Edge deployment option

Contact center

  • Auto answer for PureCloud web-based phones
[View details]

September 21, 2016

Collaborate

  • Additional search features in Documents
  • Group sharing of documents
  • Workspace descriptions in Documents

Communicate

  • FENT remote deployment model

Contact center

  • Custom date range for reports
[View details]

September 19, 2016

Communicate

  • PureCloud web-based (WebRTC) phone

Integrations

  • Web-based phone support for PureCloud for Salesforce
  • Web-based phone support for PureCloud for Zendesk
[View details]

August 17, 2016

Platform

  • PureCloud Partner Directory

Communicate

  • Faxing from Documents

Contact center

  • New Queues Activity views
[View details]

July 22, 2016

Communicate

  • Toll-free number porting into PureCloud Voice

Contact center

  • Callback routing
  • ACD-routed preview calls
  • User Status Detail report
  • Japanese language support
[View details]

July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option
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July 6, 2016

Communicate

  • Support for Polycom RealPresence Trio 880 phone

Contact center

  • Play Estimated Wait Time action
  • Play Position in Queue action
[View details]

June 29, 2016

Collaborate

  • Improvements to Documents dashboard

Communicate

  • Support for Polycom VVX 101 and 201 phones

Contact center

  • Utilization option for non-ACD calls
  • Change to the way that PureCloud ACD assigns agents to interactions
[View details]

June 22, 2016

Communicate

  • Inbox improvements

Contact center

  • Support for custom web chat fields
[View details]

May 25, 2016

Collaborate

  • Thumbnail image support for additional document types

Communicate

  • Model-specific metabases for Polycom and AudioCodes phones

Contact center

  • Brazilian-Portuguese language support
  • Chat and email metrics added to queue reports

Integrations

  • Verint WFM historical and Verint WFM RTA
[View details]

May 18, 2016

Platform

  • Changes to default password requirements

Communicate

  • Telephony trunk configuration enhancements
  • Change to trunk number format
  • Additional AudioCodes support

Integrations

  • PureCloud for Salesforce enhancements
  • PureCloud for Zendesk enhancements
  • Bridge Server enhancements
[View details]

March 9, 2016

Communicate

  • Trunk PCAP retrieval
  • Station auto-conference
  • Audio export

Contact center

  • Dependency tracking for Architect
  • Action, Menu, and Task Numbering
  • New Languages Available for IVR
  • Norwegian localization
[View details]