Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
New Custom Supervisor Roles
Now you will be able to create new supervisor roles, with access to fully customized features.
Through checkboxes you can activate/deactivate permissions to: Locations (User Management, Departments, Phone Numbers, Call Flows, Ring Groups & Queues, Call Settings, Voice and Video rooms, Devices), Activity Log, Supervisor Console, Integrations, Billing, Settings.
You will also be able to choose which departments you want to monitor on the Activity Log as well as on the Live Dashboard.
Missed Calls Notifications
Now with this new functionality you can choose which notifications of missed calls to queues and ring groups you prefer your agents to receive.
For example: Notify all agents in the group when a call is missed, notify only the agent that lost the call from the group, or don't send missed call notifications to agents in the group.
Smart Routing when owner is not a PhoneIQ agent
Now if the user owner of an object in Salesforce does not correlate with a PhoneIQ agent, the caller of this object can still be derived to certain conditions established within the smart routing callflow.
In addition, a checkbox was added that allows you to choose whether you want to receive calls from the smart routing callflow or not.
Minor bugfixes and optimizations.
Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
Relate to another object
While in a call with another person, you can relate it to any other object, whether it is a PhoneIQ contact or a Salesforce record not synced to PhoneIQ. In order to use this, click on the magnifying glass that appears on the right side of the number or contact while on an active call.
In addition, you can also add the other party's number to an existing Salesforce record automatically with a click and select the phone field you want to update in your CRM.
Multiple active sessions WARNING
Now when you open a new session and PhoneIQ detects multiple active sessions for the same user, a warning message will appear on all "old sessions", enabling you to either close the tab or restore the session with a click.
Automatic log-in and log-out from the call center In this new admin setting, when a user signs in to PhoneIQ they will be automatically connected to the call center. The same is true when a user logs out, automatically disconnecting them out of the call center.
Account Integration data for accounts with Person Account in Salesforce enabled
Now when accounts have Person Account enabled in Salesforce, PhoneIQ will automatically detect this and enable the object with our system for contact sync and other operations.
Minor bugfixes and optimizations.
Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
Added New Supervisor Role
The supervisor role is an agent with additional permissions, it has access to all agent features, as well as some administrator capabilities. Within the new role, you will be able to access admin sections like Location, Activity Logs, Stats Dashboard, and Supervisor Console in addition to full access to our classic agent role.
Relate calls automatically to objects using URL's (outbound/inbound)
If an outbound call is made to a record using PhoneIQ CTI from within Salesforce while viewing an object page the call will automatically be related to the object in focus when calling (only).
For inbound calls, the call will be related to the object in which you are positioned at the time the call ends. Example, you receive a call and after answering you look for a particular case within Salesforce, and by the time the call ends, it will be related to this last object in focus.
Minor bugfixes and optimizations.
Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
Call Conferencing:
Now you can set up a 3-way conference call.
To add callers to an existing call, press the plus button on the Call Control Bar, then select Add Participant.
A search box will appear to search for agents, contacts or to dial a number to call the next party.
During the conference call, you can kick participants by pressing the Hangup button (just beside their names).
By hovering over the hangup button, two options will be presented:
End Conference: will end the conference for all participants.
Leave Conference: you will leave the conference, but the two other parties will remain connected.
The pin defines to whom the Call Conference will be related in Salesforce and on the PhoneIQ CDR (Call Detail Record). The first conference participant is pinned by default, and you can change the pinned participant during the conference call or after it finished.
On the call details view, all participants of the conference will be displayed along with the After Call Work and comments.
Default Automation:
Now there's a default automation running in the background where even if you have not set up Salesforce automations for your account, Calls and SMS will be automatically logged in to Salesforce. As soon as an automation is set up, it will override the default automation.
You can enable/disable Default Automation on Admin Settings -> Preferences
Minor bugfixes and optimizations.
Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
Added new available filters on the Activity Logs panel where Admins can now search calls and messages by their Status and/or by Department.
For end-users, the phone app was renamed "Activity". We also changed the "Recents" tab, and renamed it "Calls". We added "Messages" which holds all the message logs, allowing users to search SMS/MMS just like on the Admin panel and filter them by Type, Direction, and Date.
Users can click on a message and instantly access its details, including the ability to view the recorded activity in Salesforce.
For end-users, when clicking on a shared contact we've added a few nice details: we included 'Call' and 'Send SMS' buttons on the record, a quick view in Salesforce button that let's you screen pop to the record on your CRM (by clicking on the cloud) and also an "Activity" tab to view the recent activity of the record.
We've added dial plan formatting for SMS/MMS messages. Now users can send text messages to numbers in local format. PhoneIQ will transform the number into E164 format based on the dialplan assigned to the user by the admin.
For companies using the Salesforce integration, when text messaging a record, PhoneIQ will automatically select the mobile phone as the target number to send a message.
Minor bugfixes and optimizations.
Hi!
We are happy to announce we just released an update for PhoneIQ. Below you'll find details on what's new and bug fixes 🐛
Click to Dial Enhancements
When calling a record using the PhoneIQ CTI from inside Salesforce (not the desktop app), while viewing another object (e.g.: a case) the call can now be automatically related to the object in focus.
For example, if you call a Contact from a Case using the Click to Dial functionality, the resulting task from the outbound call will be automatically related to the case.
Automatic task relationship to objects on the "Relate to" field (WhatIs) on outbound calls can be done using URL or the phone field.
Minor bugfixes and optimizations.
We are excited to announce some highly awaited enhancements to our product. We have introduced SMS/MMS messaging for Salesforce and Dark Mode!
One-on-One SMS/MMS Implementation: Two-way conversational messaging through SMS/MMS.
End users can now text message leads, contacts, person accounts and accounts using the Desktop app and CTI.
Agents can choose between SMS and MMS messages.
All SMS/MMS messages are automatically logged in Salesforce using PhoneIQ automations. Admins can also automatically relate messages to open cases and opportunities.
Agents will need a Personal Number to leverage the two-way texting capabilities. If this feature is not enabled on your account and you want to deploy text messaging, please reach out to support.
Admins can access all messages via the new "Activity Log" app on the admin dashboard that replaced the old "Call logs" App. Admins can also navigate to the Salesforce task record with a couple of clicks.
Admins can activate SMS to email notifications for inbound messages to their users.
Released a new Salesforce package that includes an SMS task layout, SMS Reporting & Dashboards, and more. Check the AppExchange to install the latest version.
Introduced Dark mode into our app. Agents can now choose to adopt a dark system-wide appearance. In Dark Mode, the system uses a dark palette for all views, icons, and menus. To start using this feature, go to Settings > Preferences > Theme.
Updated call logs view and renamed it Activity log, which now includes Call log details+ Message log details.
We are excited to announce some highly awaited enhancements to our product.
Call List Enhancements: New features for our Salesforce Power & Preview Dialer:
Record Import Sources: Starting today users can import records automatically into their call lists using Salesforce Reports and Campaigns. These two new sources paired with the existing Salesforce List Views and High Velocity Sales, give users amazing flexibility to create call lists in their CRM based on any criteria and easily import them to a dialing session.
Timezone: Now users can easily order records by timezone. If you need to start your dialing session by calling records on the east coast and finishing by connecting with prospects or customers on the west coast this feature is ideal. PhoneIQ uses the primary number’s local area code to automatically calculate the records timezone, but users can manually change this.
*This feature is only available in North America.
Stats: Users can easily check the progress of their calling session by clicking on the new stats icon. This will show the number of:
Voicemail Settings:
Now it's possible to manage a user's voicemail greeting audio from both the user settings > preferences > voicemail settings and from the admin dashboard > users > advanced settings.
New voicemail to email settings allows users and admins to easily manage their voicemail notification settings.
Voicemail transcription enables voice-to-text transcription allowing users to read their voicemail messages on the email sent.
Agents can also manage their own VM on their profile settings.
Caller ID Name:
This new feature allows the admin to manage the Caller ID Name to be set on a per-user basis. This will only work on countries that support Caller ID Name via SIP signaling, e.g.: Canada. For other countries like the US, please contact support so we can enable CNAM on your numbers.
Contact Sync Enhancements:
The initial sync now includes a dashboards that showcases the import progress in real time. It also includes a dashboard for the live sync, showing data like the records that were synced, those that failed and the total that were processed.
Our new contact sync technology "Change Data Capture" allows customers to sync records in real-time, even if these are created using a bulk import.
New Salesforce sync dashboard:
We re-built the media device management within the user settings > media devices. Now users can better manage their input/output devices for their phone calls.
Minor bug fixes and optimizations.