What's new in Contact Center
This update is in preparation for Landis Contact Center going GA. GA will follow a round of preview customer testing/feedback and our QA team signing off on this release. Barring any significant issues coming up, we expect the functionality in this release to move to GA in the next month. The features listed under Preview till after GA will not be included in the initial GA.
Please go ahead and test the features heading for GA rigorously. You can test in production, but be ready to switch back if need be. (until GA).
There will be scheduled maintenance windows, that we will eliminate going forward.
Utilizing the Microsoft Graph Communications API Version 1.0
Round Robin routing method
Parallel routing method
Note: All Queues set to Attendant routing will be changed to Parallel.
Queue service level
A setting in queues to define a time in seconds as a goal to have calls answered
In Queue Summary report, show percentage of calls answered by that time
IVR Summary report
Queue Summary report graph added and other improvements
Agent Summary report improvements
Queue Calls by Hour report graph and other improvements
Text to Speech now uses Neural Voice for higher quality audio prompts
Audible alert for Contact Center toast alerts
Announce Position in Queue interval setting per queue (Default is 60 seconds)
IVR Visualizer shows IVR as diagram view
Call Detail Reports (these reports will be replaced, so don't bother testing)
Queue Alert Type of “Teams"
(dependent on additional APIs coming from Microsoft Q4-2020 or later)
Attendant routing (temporarily removed till we can deliver better experience)
(dependent on additional APIs coming from Microsoft Q4-2020 or later)
Recordings report
Ability to turn off recording-transcription notifications (requires signed agreement. contact [email protected])
New language support for French, German & Spanish
New Teams themed audio player in Call Recording, Audio Prompts & Queues.
Application Help button
Additional CDR fields
Most edit pages now full page instead of modal
Various UI styling improvements
Improved Teams App navigation and UI styling
IVR enhancements
Text to speech IVR block
Ability to pass parameters between blocks
Capture multiple DTMF tones
Capture DTMF will prompts are playing
All parameters to be passed to Data Dip request
Allows transfer to Teams users and Teams user voicemail
Skills tab on Queue Edit now hidden when not relevant
Various bug fixes
Queue timeout
Action Required: This update requires additional permissions for Landis Contact Center recording and sentiment to interact with Microsoft Teams. This will require you to re-consent. You can do this using this URL: https://login.microsoftonline.com/common/adminconsent?client_id=3a08b250-02ce-4316-94f7-069f4ae0c41b
Start recording "On Demand" via Agent Panel record button
Stop and Start recording via Agent Panel record button when policy is "Record (Can Stop)"
Microsoft Behavior: If a user that has policy call recording or sentiment enabled calls a Teams AA/CQ, Landis Contact Center IVR/Queue or other IVR, the Microsoft audio notification that "This meeting is being recorded and/or transcribed" will be played on top of the of the AA/IVR or Queue welcome message.
Policy Call Recording policy call recorder bot (How to configure)
Set a policy to record Microsoft Teams user calls
Filter call records by user, other party & date range
Permission based access to call details and records
Banner to indicate Preview status
Default music on hold for new organizations
Banner notifications for actions (like save a record)
Business Hours for Queues
Bug Fixes
Skills: changing row gets saved
Queue: Off hours actions will not allow transferring to the same queue
Policy update takes effect
Music on hold: repeats as needed
Queue Attendant Routing: doesn't allow double answering
Queue: Ignoring alert issue resolved
Reporting: better handling of lack of caller information from Microsoft Graph
Microsoft Behavior: The Microsoft audio notification that "This meeting is being recorded and/or transcribed" will be play at the beginning of each call that has recording or sentiment enabled. The notification will be repeated when recording is stopped and started again.
Audio file manager