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
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
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
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
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
May 2, 2018
Platform
- EU (Frankfurt) region
Communicate
- Override calling name trunk setting
Contact center
- Queues performance view enhancements
- Analytics API metrics
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
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
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
August 16, 2017
Platform
- PureCloud System Status page
Communicate
- View trunk status from multiple locations
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
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
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
December 28, 2016
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules
December 14, 2016
Platform
- Removal of credit card numbers from chat interactions
Communicate
- PureCloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
December 7, 2016
PureCloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls
November 16, 2016
Communicate
- Global phone provisioning service
- Telephony network topology map
September 28, 2016
Communicate
- Mini and micro versions of PureCloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for PureCloud web-based phones
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
September 14, 2016
Contact center
- Line recording enhancements
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
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
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
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
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