Dialpad Release Notes for 21.05.07

dialpad-logo.png

Desktop App Version: 19.2.1

We're always rolling out updates that contain new features and capabilities to ensure customers get the most of Dialpad.

Update your desktop app, or visit Dialpad's web portal to take advantage of the latest additions. You'll also discover some bug fixes to improve reliability. Dialpad's desktop app and web portal are made to live at the center of your business communications.

Let's take a look at what's new in this release for May 7, 2021.

New

Support toggling scopes in API key edit view

  • When new API keys are created, company admins can specify the scope that this particular key should have access to, e.g. recordings, message content, Dialpad Meetings resources, or screen pop capabilities.API_key_edit_view.png

CRM/Salesforce

  • Log admin recorded call recordings to Salesforce Calls recorded by Dialpad admin can now be accessed using the recording link posted in the “Comments” field of completed call activity created in Salesforce.

Voice Intelligence

  • Vi IVR to announce calls is now transcribed.
  • New options have been added to the call recording greeting menu in order to include greeting options that reference call recording as well as transcription. Administrators can now choose messages that more precisely match their call recording and transcription configurations.
  • Brand new weekly email for Call Center Supervisors or Admins packed with more data from your call center, custom moments from Vi, and more!

Analytics

  • Call ‘Breadcrumbs’ 

    • Previously, When a call was transferred from one Group to another Group, only one call was created. 

    • Now with ‘Call Breadcrumbs,’ two calls are created for dtmf transfers and auto-transferred from one group to another group. This matches the behavior that has always been applied to manually transferred calls. 

    • What does this mean for my Analytics? 

      • The number of missed and forwarded calls may go up now, because we are creating two calls for dtmf_transfers and auto_transfers from one group to another. 

      • Missed Transferred Calls: If the open hours fallback routing option for a Group is set to an IVR_menu or set to route to another Group, if a call comes in and rings out to available agents, but no available agents take the call, the call will be transferred via the fallback routing option. The end_action of this call will be either dtmf_transfer or auto_transfer, and this will count as a missed call for the original Group. Prior to breadcrumbs, there would be no record of the call to the original Group, and this would not be counted in their missed calls total.

      • Forwarded Transferred Calls: If the closed hours fallback routing option for a Group is set to an IVR_menu or set to route to another Group, an incoming call will go directly to the fallback routing option and it will be forwarded to the second Group target. The end_action of this call will be either dtmf_transfer or auto_transfer, and this will count as a forwarded call for the original Group. Prior to breadcrumbs, there would be no record of the call to the original Group, and this would not be counted in their forwarded calls total.

Improvements & Fixes

Miscellaneous

  • Other stability improvements and bug fixes

Was this article helpful?

/