Softphone

Disabled WebRTC tooltips and more (Softphone in Edify App)

We’ve added tooltips to the Softphone to communicate the connection state of the softphone when WebRTC is enabled. Also, when WebRTC is disabled, the softphone will turn white and be strikethroughed to make it more pronounced that the softphone is set to ‘disabled’. We also removed the option to turn off webrtc in the popup modals when changing devices, too.

The tooltips now available are:

• Green softphone - ‘WebRTC Enabled’ tooltip

• White & strikethroughed softphone - ‘Webrtc Disabled’ tooltip

• Red softphone - ‘Disconnected’ tooltip

WebHID now available for the softphone

When using WebHID compatible headsets along with our WebRTC softphone, you can now manage some on-call actions, like placing the call on hold, answering the call, muting the call, etc. right from the device. When these buttons are pressed in the Edify App, the headset automatically updates, too.

Queue/Interactions

Custom interaction tabs support variable replacement

You might want to leverage interaction data to define the exact url that’s showing to the queue user within an interaction. You can now create this type of dynamic experience for the custom tabs within a queue by using the variable replacement feature and a workflow. Do this by inputting {{var}} into the custom tab field in the queue’s tab settings and then configure a workflow to run to update that part of the url or the entire url.

Analytics/Dashboards

Total Billing Minutes fields available in reporting

The Outbound Call Data table and Inbound Call Data table have a new column available: ‘Total Billing Minutes’. These columns show the number of minutes you will be billed for a phone call. Edify invoicing follows the 60/60 billing standard. For example, this standard in practice means that a phone call with a duration of 1.5 minutes will have a billing total of 2 minutes. Create a report with this column to see the total billing minutes for an inbound or outbound phone call.

Workflow Category field available in Workflows table

The Workflows table now has a new field column available: ‘Workflow Category’. This field is where you see the workflow category associated with a workflow. This is useful when you’re looking to understand how a workflow session will be billed on your Edify invoice.

New time filters available in reporting

There are a few new filters available in reporting when filter reports with a time filter, like ‘Start Time (interactions)’, ‘End Time (interactions)’, ‘Created At’, etc. These new time filters are: 

• 15 Minutes Ago

• 30 Minutes Ago

• 1 Hour Ago

Chat

Chat channel settings redesigned

There’s a new look for channel settings that makes it easier to modify settings, like add/remove users, update your notification preferences, and more. Here’s a quick rundown of the new UI:

• Channel settings header: This is where you can quickly favorite the channel and update your notification preferences.

• About tab: This tab is where you can change the title of the channel and more easily access other important channel information, like the Channel ID and who created the channel.

• Members tab: This tab is where you can more easily add and remove channel members and see channel member statuses.

• Conference Settings tab: This tab is where you can more easily set and view conference information for the channel. Also, this is where you can copy conference details to share them out and join a sync meeting from channel settings.

• AI Settings tab: This tab is where you can more easily set and view channel configurations related to the AI Summary feature.

The channel settings modal is where you’ll access the Leave Channel button and Archive button.

Queue/Interactions

• We’ve moved the invite button to the end of the call control buttons.

• We’ve upgraded the Dynamic Script tab to react and updated the UI, making it match the workflow module.

Analytics/Dashboards

• When a column is renamed, we now show the column’s original name in the column settings. Click on the function cog to open the column’s settings and find the column’s original name.

• We improved the colors assigned to values in bar/line/pie charts so that when the report stays the same, the colors will be more consistently the same on refresh

• We’ve removed milliseconds from numberTime aggregates results to make it easier to read them.

Chat

• We now underline URLs when hovering over them in the inline editor instead of making the URL darker because that made it difficult to read it.

• When working with mentions in a bulleted list, and the mentions picker is open, press the tab key on your keyboard to select a highlighted user.

• Now when editing a message with mentions, and the mention’s picker is open, press the ESC button on your keyboard to close the mentions picker and press the ESC key on your keyboard a second time to cancel the edit.

• Press command+Z on your keyboard now to undo the last word in the inline editor. Before this removed the entire sentence.

Workflows

Subroutine workflows now available

There’s a new feature available in Workflows - subroutines! A subroutine workflow is a new workflow type available for all workflow categories that gives you access to reusing workflow flows without having to rebuild those flows within each new workflow. Subroutine workflows run from within a parent workflow, looping back to the parent workflow once it’s completed. 

A common use case for using a subroutine workflow is for a time-based routing scenario. Before subroutine workflows were released, if you wanted to route calls based on your business hours, you’d need to build out the time-based branching within each workflow. Now you just create a subroutine workflow with your business hours and then run that subroutine workflow within each workflow that branches based on that timeframe.

Here are some things to know about subroutine workflows:

• Building subroutine workflows:

  • Creating subroutine workflows - Create a subroutine workflow like other workflows. Click the Create Workflow button and select ‘subroutine’ from the Type menu in the Create Workflow modal.
    
    

  • Configuring and terminating subroutine workflows - Subroutine workflows are workflows that start from within a parent workflow and then loop back to the parent workflow once it reaches a Return module. This means that these workflows won’t include our traditional termination-type modules, like the End module, Transfer module, Create Interaction module. Instead, to terminate a subroutine workflow, you’ll use the Return module at the end of each branch of the subroutine workflow. The Return workflow module is what tells the system that the subroutine’s workflow session has reached the end of a branch and it's now time to loop back to the parent workflow, which then resumes the parent’s workflow session. So, once a subroutine’s workflow session reaches the Return workflow module, that terminates the subroutine’s workflow session and resumes the parent’s workflow session.
    
    

  • Running subroutine workflows - Once you’ve created and published a subroutine workflow, you’re ready to connect it to one or more parent workflow(s). This means that event-type workflows and scheduled-type workflows will now include a new workflow module, ‘Subroutine’. So, when you want a subroutine workflow to run during a workflow, drag and drop the Subroutine workflow module onto the editor. Once on the editor, open and configure the module to select the subroutine workflow you want to run at that point in the workflow.

Workflow categories now available

We’ve made creating and building workflows easier by assigning workflow modules to specific categories. Now when you create a new workflow, whether it’s an event workflow or a scheduled workflow, you’ll select a category for the workflow. 

The workflow's category drives which workflow modules are available to you. For example, if you want to create a simple IVR experience, then you’ll create an event workflow and assign it the ‘auto-attendant’ category. This category gives you access to only the workflow modules that make sense for this type of workflow, like the Say module, the Time Control workflow module, etc. 

So, by assigning the workflow a category, you’re distilling the workflow module library down to just the workflow modules that make sense for the type of workflow that you’re building.

These are the workflow categories and the workflow modules available within them: 

• Auto Attendant workflow category:

  • Workflow modules available: Say, sayIntent, End, Hangup, Transfer, timeControl

• Function workflow category:

  • Workflow modules available: End, Hangup, Lookup, modifyPoints, modifyTags, setVariable, Translate, updateInteraction, waitPeriod, createCall, createInteraction, DNA, exportReport, Insert, publishMessage, sendChatMessage, sendEmail, sendFax, sendSms, startRecording, stopRecording, Update, Webhook, calculateSentiment, Decision, timeControl, Transcribe, dynamicScripting

• Customer Engagement workflow category:

  • Workflow modules available: All modules

Queues

Two new interaction actions for Email available

There are a couple new actions available for triggering Status/Action workflows in a queue. The actions are: sending email and receiving email. Configure a workflow to run when these actions occur in the Status/Actions container in the queue settings. (Navigate to Console > Queues > Status/Actions workflow container.)

• Action > Email Received - Trigger an action workflow to run when an email is received in a queue.

• Action > Email Sent - Trigger an action workflow to run when an email interaction is sent from a queue.

API

Crons process v3 API converted to v4

The crons process API has now been moved to v4.

Workflows

• We’ve improved the Webhook module error description for URL Validation to include more details to clarify the error more.

• Now when a workflow session creates a cron, we store the cronId in the workflow session’s data

• Workflow session data is now showing any interaction/SIP Header variables that were looked up during the session in the Variables section of the data.

Numbers

• The Fax and Fax ATA workspaces in Edify Console have a new UI for making working in these workspaces easier.

• We’ve removed Chrome autofill from showing in the Numbers Orders search fields.

Locations

• The Locations workspace in Edify Console has a new UI to make working in this workspace easier.

• We fixed an issue that allowed e911 numbers to show in the Numbers list and be updated.