phones


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
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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
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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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November 16, 2016

Communicate

  • Global phone provisioning service
  • Telephony network topology map
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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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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
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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
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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
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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
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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]

December 25, 2015

Communicate

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