Summary of configuration entry changes
Feature | 1.0 | 2.0 | Description |
Screen pop for incoming calls | Instance Management | Console --- Settings | Location changed |
Instance ID display | Instance Management -- Instance ID | The string between workbench/ and /agentdest in the endpoint. The string is the instance ID. | Value changes |
IVR integration settings | Instance Management | Console --- Settings | Location changed |
Event push | Instance Management | Console --- Settings | Location changed |
Summary of configuration changes for Cloud Contact Center versions
Level-1 Menu | Level-2 Menu | Available in Cloud Contact Center 1.0? | Available in Cloud Contact Center 2.0? | New Configuration Points |
Agent Management | Agent | Yes | Yes | Added configurations for agent IDs and internal or external agent modes. |
Skill Group | Yes | Yes | No changes. | |
Number Management | Call center numbers | Yes | Yes | Number download usage is not available. |
Flow Management | IVR Flow | Yes | Yes | The IVR flow does not include a text message module. The playback module has no default audio options. |
Audio | Yes | Yes | No changes. A new feature is the audio playback speed setting. | |
Voice Navigator | Yes | Yes | Check the integration and operation of the voice navigator. | |
Smart Conversation Analysis | Yes | No | This module is not available. | |
Batch Outbound Calls | Yes | Added a configuration for call concurrency. | ||
Settings | Workbench Settings | Yes | Yes | Caller ID, outbound call display, inbound call hang-up method, auto-answer for incoming calls, recording download, and skill group selection. Agent-side recording and workbench logs are not available. |
Satisfaction Survey | Yes | Yes | Added a key configuration for SMS satisfaction templates to show satisfaction scores in call records. | |
Screen Pop for Incoming Calls | Yes | Yes | Configure as needed. | |
IVR Integration | Yes | Yes | Enable the function module configuration. | |
Event Push | Yes | Yes | Configurable for integrated customers. Enable MSMQ. | |
Text Message Configuration | Yes | Yes | Enable SMS templates. | |
Quality Inspection Push Management | Yes | Yes | Enable quality inspection push. | |
Outbound Call Control | Yes | Yes | Added a configuration to batch upload an outbound call blacklist. | |
Inbound Call Configuration | No | Yes | Added a feature in the IVR branch module to tag inbound numbers on the blacklist. This is an enhancement. |