telephony


September 18, 2019

Communicate

  • Add BYOC Cloud or PureCloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
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April 3, 2019

Communicate

  • Release Link Transfer operation for external trunks

Contact center

  • Conversation detail records enhancement in Analytics API

Deprecations

  • Social channel management deprecation
[View details]

March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • PureCloud Bridge integrations deprecation FAQs
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February 27, 2019

Contact center

  • Workforce management intraday rescheduling
  • Additional filters and metrics in interactions views

Deprecations

  • Deprecation announcements
  • TURN port range deprecation
[View details]

October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
[View details]

May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics
[View details]

April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing
[View details]

March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in PureCloud for Salesforce
[View details]

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
[View details]

August 16, 2017

Platform

  • PureCloud System Status page

Communicate

  • View trunk status from multiple locations
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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
[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
[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
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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
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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]

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 14, 2016

Contact center

  • Line recording enhancements
[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]