Architect


September 20, 2017

Contact center

  • Secure call flows in Architect
  • Architect Exit and Next Loop actions for all call flow types
  • Automatic email responses
  • Substitutions for canned responses
  • Bulk addition of queues to agents
  • Callbacks in reports and alerts
  • Workforce management schedule administration enhancements
  • Workforce management export enhancements

Integrations

  • Custom client applications integration
  • Web services data actions integration
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August 23, 2017

Contact center

  • Extended select statement for Architect
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June 28, 2017

Contact center

  • Screen share for voice interactions
  • Call Data Action for call flows in Architect

Integrations

  • Call data actions for Salesforce data actions
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June 21, 2017

Communicate

  • Voicemail messages for group ring

Contact center

  • Configurable transfer timeout in Architect
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June 14, 2017

Contact center

  • Email routing based on language skill assignment
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May 31, 2017

Contact center

  • Screen share for chat
  • Contact property call rule condition
  • Norwegian Bokmal language support in Architect
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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
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May 10, 2017

Contact center

  • Co-browse with chat interactions
  • Outbound Campaign: Detailed Attempt History report
  • Chinese and Dutch language support in Architect
  • Call Data Action for email flows in Architect

Integrations

  • Salesforce data actions
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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
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April 26, 2017

Platform

  • APIs for External Contacts features

Contact center

  • Campaign event viewer
  • Queues performance detail bar graph
  • Pop a URL from the default script
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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
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March 29, 2017

Contact center

  • External Contacts
  • Advanced email routing in Architect

Integrations

  • Salesforce External Contact Sync integration
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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
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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
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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
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January 4, 2017

Collaborate

  • Language selection in browser and desktop apps

Contact center

  • Thai language support in Architect
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November 23, 2016

Contact center

  • Architect IVR Transfer to Group action
  • Limits to prevent excessive dialing
  • Agent participation in simultaneous dialing campaigns
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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
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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
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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
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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
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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
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May 11, 2016

Platform

  • Enhanced professional support assistance

Colloborate

  • Video troubleshooting

Contact center

  • Architect flow printing
  • German language support
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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
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March 23, 2016

Contact center

  • Response management
  • Email routing
  • French and German IVR prompt files and runtime playback support in Architect
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