Architect
February 1, 2017
Platform
- Admin UI relaunch
Contact center
- ACD support for chats in client integrations
- PureCloud for Salesforce and Omni-Channel status sync
- ACD routing of third-party chat and email interactions
- Queues Performance summary and detail views
- IVR prompt support for ordinal numbers
- Italian language support in Architect
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
January 11, 2017
Contact center
- Action to query bridged data sources in scripts
- Maximum lines for outbound dialing campaigns
- Norwegian and Mandarin Chinese support in Architect
January 4, 2017
Collaborate
- Language selection in browser and desktop apps
Contact center
- Thai language support in Architect
November 23, 2016
Contact center
- Architect IVR Transfer to Group action
- Limits to prevent excessive dialing
- Agent participation in simultaneous dialing campaigns
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
August 10, 2016
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- PureCloud for CIC
- Custom actions for web services data dip connector
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
July 20, 2016
Contact center
- Ability to change recipient list in an email reply
- Outbound call flow variables
- Option to override default retention behavior for recording policies in conflict
July 6, 2016
Communicate
- Support for Polycom RealPresence Trio 880 phone
Contact center
- Play Estimated Wait Time action
- Play Position in Queue action
May 11, 2016
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
March 30, 2016
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- PureCloud for Salesforce enhancements
- PureCloud for Zendesk enhancements
March 23, 2016
Contact center
- Response management
- Email routing
- French and German IVR prompt files and runtime playback support in Architect
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