| Show if | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| |||||||||||||||
|
Release Summary
This release introduces several significant features for recording solution to enhance system functionality and improve the user experience. This release primarily focuses on integrating the Expertflow voice recording solution with EF-CX and Cisco Contact Centers. The GUI now includes new columns such as Call Duration Display, Hold Timer, and Wrap-Up /Work-Codes, with these details synchronized from EF-CX to the voice recording solution. Another notable enhancement is the Call Listened Indicator. Users can customize their experience by adjusting the columns to their preferences. Additionally, they can search and filter recordings based on Hold Time, Call Duration, and Wrap-Up Codes, which improves the system’s overall usability and efficiency.
For Cisco, the newly introduced JTAPI-Connector Component now facilitates the correlation of multi-session calls. The solution now supports the recording of consult, consult-transfer, and consult-conference calls, with each call being recorded and stored as individual call legs. Additionally, performance improvements have been done to the Mixer component, enhancing the efficiency and smoothness of the Application for users.
| Info |
|---|
This release introduces a Unified Recording Solution that supports both Cisco and EF-CX contact centers. |
...
separate call leg recording and hold time calculation for separate call legs in the cases of consult calls, consult transfer, queue transfer and named-agent transfer.
| Info |
|---|
What's New |
EF-CX
New Features
Description
Consult Call Recording
The solution now supports the recording of consult calls. In this scenario, a customer contacts an agent available on Cisco, and the agent consults with another agent. After concluding the consultation, the original call with the customer is resumed. In such cases, four call legs are correlated and saved.
Consult Transfer Recording
The solution now supports the recording of consult transfer calls. In this scenario, a customer contacts an agent available on Cisco, who then consults with another agent. After the consultation, the first agent fully transfers the call to the consulted agent. In this case, four call legs are correlated and saved.
Consult Conference Recording
The solution now supports the recording of consult conference calls. In this scenario, a customer contacts an agent available on Cisco, who then consults with another agent. The first agent subsequently initiates a conference call, bringing both agents and the customer into the call. In this case, six call legs are correlated and saved.
New Features | Description |
|---|---|
Call Duration | Call Duration column displays the total time of a call between the agent and the customer. The timer begins counting when the call rings at the Agent Desk. The total call duration is then shown in the Call Duration column. The call duration is displayed in hours, minutes, and seconds, following the format HH:MM:SS |
Hold Time | Hold Time column displays the duration for which the agent placed the call on hold. When the agent presses the hold button, the timer starts counting the hold time. This duration also shows in hours, minutes, and seconds, using the format HH:MM:SS |
Wrap-up Codes | Wrap-Up Codes column displays the wrap-up codes that the agent applied to the conversation. Also known as work codes, these codes summarize or indicate the end result of a call. Multiple codes are listed and separated by commas. Additionally, when hovering over the codes, a tooltip appears displaying all the codes |
Call Listened Indicator | Call Listened Indicator is a new enhancement introduced in the system. When a user plays a specific recording, double blue ticks appear next to that recording. Recordings that have not been played will not display these double ticks. Additionally, once a recording has been played, hovering over the double ticks will reveal the name of the user who last accessed the recording. |
Cisco
Hold Time Per Leg | Hold times are now shown correctly for each call leg instead of using a single total value for the entire call. |
Separate Call Recordings | Call recordings are distinct for each leg (inbound, direct transfer, consult, consult transfer). |
| Note |
|---|
Limitations |
EF-CX
Summary
Description
Duplicate Recordings
Currently, for agent-to-agent internal or consult calls, duplicate recordings are being saved in the application.
IVR Recording
Summary | Description |
|---|---|
Hold call recording | The call is recorded while it is on hold |
Recording Permissions | Currently, no recording permissions are implemented. Only administrators can access the recordings, and agents do not have access to them |
Call Transfer | Recordings for Direct Transfer calls are not supported |
Session Expiry | VRS Application session timeout is not configurable |
Cisco
Complex Cases Handling | Currently recordings and hold times of separate legs are only supported for simple cases i.e. single instance of consult call and/or consult/direct transfer occur per voice session. Multiple transfers within the same session will lead to incorrect hold times and recordings. |
Fixed Issues In This Release
...
Release Test Highlights for EF-CX
Tested With
This VRS release has been tested with ExpertFlow - CX 4.5.16
Calls have been tested using Free SWITCH extensions.
MicroSIP Phone has been used to dial DN.
Testing has been conducted on inbound, manual outbound, campaign outboundConsult, Consult Transfer, hold/resume, and direct transfer (both on queue and to a named agent) calls.
VRS Application is tested on Google Chrome and Firefox only.
Not tested with
...
Consult, Consult Transfer, and Consult Conference calls are not Tested.
Load Test has not been conducted.
Release Test Highlights for Cisco
Tested With
The solution has been tested on both UCCX and UCCE platforms.
Calls have been tested with both Cisco IP Communicator and Cisco Jabber Devices.
Both direct and consult call transfers have been tested on queue and named agents.
Load Test has not been conducted.
Compatibility Guide
Click here to navigate to the compatibility guide
...