Communicate


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
[View details]

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]

March 2, 2016

Platform

  • New support workflow for PureCloud Pro+ organizations

Collaborate

  • New UI for profile setup
  • Ability to open video chats in pop-out window

Contact center and Communicate

  • Group ring
  • Ability to copy interactions through the Agent UI

Integrations

  • Single Sign On support for Okta
  • Single Sign On support for SFDC
  • Improvements to PureCloud for Salesforce
  • Salesforce Data Dip Connector is now available in East Asia (Japan) region
  • Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
  • Web Services Data Dip Connector is now available in East Asia (Japan) region
  • Zendesk Data Dip Connector is now available in East Asia (Japan) region
[View details]

February 5, 2016

Communicate

  • PureCloud Voice

Contact center

  • Agent utilization can now be configured
  • Pre-call rule to dial a record in Preview Mode
  • Caller ID (ANI) Enhancements

Integrations

  • PureCloud for Salesforce updates
[View details]

December 25, 2015

Communicate

  • New Standalone phone functionality
  • Ability to reboot phones remotely
[View details]

December 18, 2015

Collaborate

  • Location enhancements

Communicate

  • Emergency services configuration enhancements

Contact center

  • New Predictive and Power modes for Dialer
[View details]

November 20, 2015

Communicate

  • Ability to download user recordings
  • Locate previously sent faxes by phone number
[View details]

October 23, 2015

Communicate

  • Call forwarding is now available

Collaborate

  • Improvements to chat roster
  • New chat commands
  • Desktop support for native idle handling

Integrations

  • Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
  • Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
  • Updates to the Salesforce Object Routing Connector
[View details]

October 16, 2015

Communicate

  • Inbound OneNumber Fax

Collaborate

  • Ability to share documents with external parties via a simple link
  • Ability to configure security profiles for document access

Integrations

  • Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
  • Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
  • Updates to the Zendesk Screen Pop Connector
[View details]

October 9, 2015

Communicate

  • PureCloud Edge automatic updates and scheduling
[View details]