Welcome to Release Notes
Our release notes offer high-level descriptions of new features, enhancements, security improvements and platform changes. We are committed to providing our customers with simple, scalable and cost-effective solutions.
If you would like to request new features or suggest modifications to existing features in the CentrePal Teams Contact Centre use the Contact Us form.
There are three types of software releases: (1) major release, (2) minor release, and (3) maintenance release.
Features coming soon
Mute or Pause Call Recording
A future release will introduce muting functionality for PCI and other compliance regulation or sensitive information. This can be used for Contact Centre calls that are being recorded automatically or Record on Demand.
November 09, 2023
November 03, 2023
October 03, 2023
August 17, 2023
Agent Chat Handling Report
Introducing a new report summarising agent performance during a specified timeframe, with a focus on chat interactions. This report comprises of key metrics such as the number of accepted chats, completed chats, and transferred chats, offering valuable insights into an agent’s effectiveness in managing webchat interactions.
August 17, 2023
Chat Queue Detail Report
Introducing a new report on webchat interactions. Get key metrics on number of chats offered, completed, and abandoned within specified date ranges for various queues. Additionally, gain valuable insights into handle time, wait time to discover webchat interaction patterns and trends.
August 17, 2023
Chat Detail Report
Introducing a new webchat statistics report. Get detailed insights into customer information (including email), enquiry type and selected queue. Also, explore chat outcomes by agents, chat status, chat duration and AI integration summaries during wrap-up. Plus, customised JSON fields to explore additional chat information.
August 17, 2023
Contact Lookup via Rest API
Introducing our new Third Party API Endpoint Connector, enabling effortless integration and real-time data retrieval. This latest feature empowers Contact Centre Agents to access contact information using the Caller ID or user input, enriching call context and enhancing customer interactions.
June 28, 2023
Outbound Call Reports
We have introduced two new reports, Outbound Call Detail and Agent Outbound Call Handling for Outbound Call Interaction.
Outbound Call Detail shows the detailed statistics on the outbound calls by agent and assigned queue such as, Phone Number, Status, Start Time, End Time, Consult Duration, Wrap-up Duration, Outcome, Note and Forms with the predefine date range.
Agent Outbound Call Handling report displays agent performance summary for predefine date range based on outbound interaction handling stats such as, Total Outbound Calls, Completed Calls, Short Calls, Total Consult Time, Average Consult Time, Total Wrap-up Time and Average Wrap-up Time.
June 23, 2023
Agent Metrics Report
Now Contact Centre managers and supervisors can generate the Agent Metrics Report under agent interaction. This report provides detailed statistics during a specific date and time range in selected queues for one or more agents such as, Total Interaction Answered, Total Talk Time, Average Talk Time, Total Wrap-up Time and Average Wrap-up Time.
June 08, 2023
Integration with Jira Service Management
Introducing our latest Jira Service Management release. Agents can now seamlessly create, add comments to an existing JSM issue and retrieve Jira tickets by searching the issue key or by matching a query string, streamlining their workflow and boosting productivity.
June 02, 2023
Neural Text-to-Speech (TTS) Voice Expansion
We are thrilled to announce a significant enhancement to our Neural Text-to-Speech (TTS) system. With this latest release, we have expanded our voice library to include 31 new voices, enabling you to have a diverse selection of both male and female voices for your call flows in the English language.
May 11, 2023
Agent Inbound Call Handling Report Enhancement
We have introduced two new metrics to Agent Inbound Call Handling report. The enhanced report provides the unique number of inbound calls Offered and Rejected, in addition to them Attempts and Abandoned Ringing which provides the detail of number of attempts the agent get notified by the inbound call and number of times the call was terminated while waiting for an agent to be answered.
May 01, 2023
Web Chat AI Summarisation
Boost productivity with our latest feature update. Now, CentrePal Web Chat Agent UI enables effortless AI-generated conversation summaries. These summaries swiftly provide context and relay the steps already taken to address the customer issue.
April 26, 2023
Randomised Audio File for Music on Hold
Contact Centre Administrators can now take advantage of the music-on-hold media group feature to have a random audio file chosen from a pre-defined collection. This enhances the customer experience and ensures that callers are entertained with a variety of audio clips during hold time.
April 07, 2023
Inbound Call Queue Details Report Enhancement
We have enhanced the Inbound call queue details report by adding new metrics, including Average Wait Time, Maximum Wait Time, Maximum Talk Time, Maximum Hold time, Maximum Wrap-up Time and Maximum Handle Time. Additionally, we have included three more metrics that specifically track the number of calls accepted within time thresholds of 30 seconds, 120 seconds, and the queue Service Level Agreement (SLA) limit configured by the tenant. These additions provide a more comprehensive and meaningful view of the call queue performance, enabling data-driven decision-making to optimize customer service, call center efficiency, and overall customer satisfaction.
April 06, 2023
Multi Language Support (Japanese)
CentrePal Contact Centre now supports the Japanese language for both Agent and Supervisor user interfaces. CentrePal automatically detects the language of your Teams desktop client where possible. If your preferred language isn’t supported, CentrePal displays either a related language or English as the default language.
March 31, 2023
Web Chat for a True Omnichannel Experience
We’re excited to unveil our new Web Chat feature! Customers can now chat directly with Contact Centre agents from your business website. With a customizable widget and intelligent routing, chats are efficiently handled based on queues. Administrators have full control over settings, and agents benefit from AI-generated chat summaries.
March 10, 2023
New Role-Based Permission for Dialpad Access
CentrePal has added a new role-based permission for the Dialpad widget to allow users with the permission to access the Dialpad in the home dashboard. This permission is by default off for all roles.
February 06, 2023
Queue Summary Widget Auto Refresher Every 30 Seconds
The Queue Summary widget now undergoes regular refreshing, occurring every 30 seconds, to ensure that contact centre agents have real-time access to the most up-to-date queue statistics.
January 20, 2023
Inbound Wrap-up Summary Report
Contact centre managers and supervisors can use the new Inbound Wrap-up Summary report to view wrap-up codes stats in addition to the queue stats. The report contains more detailed information that shows the related stats of the wrap-up codes, such as Total Interaction, Total %, Total Duration, and Total wrap-up time, with the predefine date range.
IVR Press Path Report
Contact centre managers and supervisors now have the ability to generate IVR Press Path Reports and use Filters to restrict the data that is displayed in the report. This report contains entered calls, success, and abandoned details of each IVR Path for the selected IVR flow.
Inbound Wrap-up Summary Report
Contact centre managers and supervisors can use the new Inbound Wrap-up Summary report to view wrap-up codes stats in addition to the queue stats. The report contains more detailed information that shows the related stats of the wrap-up codes, such as Total Interaction, Total %, Total Duration, and Total wrap-up time, with the predefine date range.
IVR Press Path Report
Contact centre managers and supervisors now have the ability to generate IVR Press Path Reports and use Filters to restrict the data that is displayed in the report. This report contains entered calls, success, and abandoned details of each IVR Path for the selected IVR flow.
December 28, 2022
Duplicate Call Queue
Administrators can set up a new Queue by duplicating an existing one. All settings will be copied from the original except for the resource account(s), and display name.
Duplicate Business Hour Schedule
Administrators can set up a new Schedule by duplicating an existing one. All settings will be copied from the original except for the display name.
Duplicate IVR Flow in the Flow Designer
Administrators can set up a new IVR or Survey flow by duplicating an existing one. All settings will be copied from the original except for the resource account(s), and display name.
Flow Designer: Conditional Statement
We have introduced a new update to the flow designer to allow administrators to configure “Conditional Statement” nodes in the IVR flow with multiple custom branches. There be a limit to the number of conditional statements that can be used in a single node.
November 11, 2022
Flow Designer: Multi Digit User Input
We have introduced a new node called “Multi Digit User Input” in the Flow Designer. This will allow administrators to capture a string of digits entered by a caller and store it in a flow variable. This variable can be used for further call routing and other purposes in the call flow.
October 31, 2022
Flow Designer: Send SMS
You can send SMS messages to your contacts by using the Send SMS node in the Flow Designer. You can also use data retrieved from a Web Service to deliver information to your contacts within your IVR flow.
September 29, 2022
Web Service node
We have introduced a new node called “Web Service” in the Flow Designer to access data from a web service. You can use data retrieved from a web service to make routing decisions within your interaction flow and to deliver business critical information to your agents.
If Condition decision action node
Now you can use the “If Condition” node to compare custom or system attributes based on certain conditions and make routing decisions within your interaction flow in the Flow Designer. If the condition is true, the process goes in the TRUE branch. If the condition is false, the process goes in the FALSE branch.
September 16, 2022
Outbound SMS
We have introduced outbound SMS facility in the teams Agent Experience app and this will enable agents to send SMS messages to customers during a call. When sending SMS messages to customers, Agents can leverage message templates. Message templates enable the one-time creation of reusable messages that can be sent to multiple customers.
SMS Message delivery status
Agents can now review SMS message delivery status information in the active interaction view. When CentrePal Cloud sends a SMS message, carriers provide delivery status success or failure details. CentrePal now captures this information to show the message delivery status to the Agent
September 01, 2022
CentrePal is now available in AppSource
CentrePal is now available in Microsoft AppSource. You can now get started with CentrePal quickly and easily simply login to AppSource, search for CentrePal and then register your new subscription.
https://appsource.microsoft.com/en-us/product/office/WA200004581
Introducing additional metrics in the Inbound Call Details report
We have introduced two new metrics to the Inbound Call Details report. These two new metrics allow you to identify the Originating IVR and Resource Account of inbound calls.
August 15, 2022
Redesigned mobile friendly user interface
As part of our ongoing commitment to improve user experience, we have introduced a redesigned user interface that makes the CentrePal Agent Experience App more mobile friendly. This mobile friendly version of the App creates an entirely different user experience for both Android and IOS devices.
August 01, 2022
Agent Status Widget
The Agent Status widget allows supervisors or managers to see the breakdown of the number of agents in each queue. You can customise the widget to display the agents state filtered by queues.
Call Status Widget
The Call Status widget allows supervisors or managers to see the breakdown of the number of calls in each queue.
You can customise the widget to display the calls state filtered by queues.
July 17, 2022
Introducing release notes widget
Users now can access the release notes from the CentrePal Teams App home screen. This widget will list the recently released new features and enhancements.
July 07, 2022
UI improvement in configuration settings
The CentrePal team made a few minor UI updates to improve user experience. Queue and General settings tabs have been re-designed for an improved user experience.
External queues
As an Administrator, you can now define external queues in the settings section. This allows Operators to transfer a call to an external queue from the Attendant Console.
June 30, 2022
Callback count indicator
As part of our ongoing commitment to improve user experience, this release has functional improvements that include updates to the Callback tab in the Teams App UI. Users now can see the number of callback requests waiting in their assigned queues.
Check queue staff availability
A new “Check Staff Availability” node is now available in the IVR Flow Designer. This node checks the specified queue for whether staff are available or ready to take an inbound call.
June 17, 2022
Queue Position Announcement
As a Contact Centre administrator, you now can configure the queue position announcement in the Queue settings. The callers are notified of their real-time position in the queue in which the caller is waiting; this information is updated at a pre-set interval configured in the Progress Announcement settings.
Transfer to user voicemail option in the Attendant Console
Operators now can use “Transfer to user voicemail” option to transfer an answered call or waiting call directly into a voicemail of a Microsoft Teams user. Operators can use this feature when the other party is unavailable or when the caller only wishes to leave a voice message.
June 09, 2022
Visual notification for calls left on hold for too long
Operators now receive notifications when calls left on hold for too long. If the call stays on hold for too long without being resumed, the system will automatically notify the Operator with visual notification on the Attendant Console screen.
Daily reset for statistics
This interactive Agent Performance Dashboard allows you to view your daily performance and productivity. Dashboard statistics now reset daily at 00:00 hours (midnight) in the time zone configured.
May 24, 2022
Presence-based routing improvements
A new option called “Allow Presence Status” is available when configuring Presence-based routing. This option allows you to configure the Teams presence statuses to include in the call routing list to receive calls. Presence-based routing uses the availability status of call agents to determine whether an agent should be included in the call routing list for the selected routing method.
Block inbound calls
Inbound number blocking capability is now available in the Flow Designer. This feature allows administrators to define a list of blocked phone numbers and patterns at the tenant level. The caller ID of every incoming PSTN call to the contact centre can be checked against the list for a match. If a caller calls from one of those blocked phone numbers, they will be sent to a configured destination in the IVR flow. The Teams agent experience app allows individual agents to add a caller ID of an incoming PSTN call to the Block list.
Improvements to the “Settings” menu
We have made some improvements to the “Settings” menu. Specifically, we have moved the location of settings panel, making it easier for Administrators to access and configure different options for their Contact Centre tenancy.
April 26, 2022
Agent activity overview
The agent activity view enables you to immediately see a variety of data related to an agent’s presence, queue information, and performance. The agent activity view is accessible from the real-time agent dashboard.
Microsoft Outlook Contacts Integration
Agents and Operators now able to identify the caller using Outlook Contact information. Administrators able to define which information to present to the agents and operators from Microsoft Outlook Contacts.
April 05, 2022
Set Status Duration
This feature allows users to set status duration on when to change the status automatically into ‘Available’ in a specific period of time.
Set Default Text-to-Speech (TTS) voice
Contact Centre Administrators now can set the default Text to Speech (TTS) voice for the tenancy. This allows you to establish custom voice unique to your product or brand and maintain consistent delivery across customer service channels.
Transfer active call to another call queue
Contact Centre Agents now able to transfer an answered incoming call back to another call queue in the contact centre.
March 17, 2022
Schedule reports
Administrators and Contact Centre managers now have the ability to automatically generate historical reports on a predefined date range and email auto-generated reports to the configured email recipient(s) according to the schedule frequency.
March 04, 2022
Introducing visual charts in historical reports
Now, you can set up graphical charts to get a quick overview of the trends for a specific historical report. You will be able to view or hide graphical report charts using the report configuration options.
Language and voice support for the Speech service
CentrePal Teams Contact Centre now includes support for Neural TTS Voices as part of the Azure Cognitive Services integration. You can build Text-to-Speech that speak naturally, choosing from more than 270 neural voices across 119 languages and variants.
Platform support for the Speech Synthesis Markup Language (SSML)
You can now pass Speech Synthesis Markup Language (SSML) when generating Text-to-Speech media. You can control speech parameters such as pronunciation, pitch, rate, pauses, and intonation with Speech Synthesis Markup Language (SSML)
February 25, 2022
New look for your Call and Agent dashboards
New dashboard layouts available for supervisors to view real-time interactions and agent activities in the contact centre.
February 18, 2022
Attendant Console for Microsoft Teams
We are extending the Teams experience by bringing an Attendant Console for Microsoft Teams. This highly intuitive solution will deliver a modern and intelligent feature set for the reception and operator attendant staff to manage incoming calls efficiently to deliver a better service experience for the customers.
January 31, 2022
Transfer to user voicemail
Contact Centre Administrators now can use “Transfer to user voicemail” node in the Flow Designer IVR flows to transfer a call directly into a voicemail of a Microsoft Teams user.
December 15, 2021
Advanced Simultaneous Ring
CentrePal call queues now support Advanced Simultaneous Ring routing method. This routing method allows incoming calls to offer up to ten different available agents at the same time.
December 03, 2021
New IVR tab in the real-time call dashboard
IVR tab allows contact centre managers and supervisors to identify the live calls currently traversing the IVR menus from the real-time call dashboard.
Flow Designer transfer to user action
A new call handling type is available in the Flow Designer “Transfer to” node to direct calls to an Enterprise Voice enabled user.
Flow Designer transfer to external phone
A new call handling type is available in the Flow Designer “Transfer to” node to direct calls to an external PSTN number.
Language and voice support for the text-to-speech service
CentrePal now support more voices, languages and variants in the text-to-speech service. You will able to use human-like neural voices, or create a custom voice unique to your product or brand.
November 19, 2021
Flow Designer performance enhancements
This feature eliminates the need of rendering all text-to-speech prompts each time when a contact centre administrator updates a flow in the Flow Designer. Therefore, significantly improve the time it takes to save changes in the Flow Designer.
November 08, 2021
Microsoft Dynamics 365 Integration Support
Administrators able to connect the Microsoft Dynamics 365 and CentrePal Contact Centre to automatically track and log every call instantly. Admin will be able to define which information from the CRM present to the agents before answering an inbound call.
Caller identification using the Microsoft Dynamics 365
Agents now able to identify the caller using the Dynamics CRM Contact or Account information before taking the call, allowing the agents to provide a more personalised experience to the customers.
Auto call logging to Microsoft Dynamics 365
Call logs automatically be added to the Microsoft Dynamics 365 Contact or Account record when the agent performs after-call notes immediately following an interaction.
October 18, 2021
Build multi-level interactive voice response (IVR) from the flow designer
Administrators able to build multi-level interactive voice response (IVR) using the easy-to-use and highly functional drag-and-drop Flow Designer interface. Administrators can now use the “Transfer to queue” node to places the customer interaction in a queue.
Introducing Schedules
Administrators and contact centre managers now can use the Schedules tab to create new schedules for the contact centre. Schedules tab have the settings to define regular business hours, holidays, exceptions, and time zones.
Introducing Check Schedule node in the flow designer
Administrators can now have the ability to define how interactions are routed during business hours, out of hours and holidays. Administrators able to select a predefined Schedule to use with the “Check Schedule” node and create interaction flows in the flow designer.
September 14, 2021
Flow Designer UI enhancements
The Flow Designer now contains a drop-down list in the node properties to select the node type.
Introducing Features coming soon
A new Features coming soon section will list the features, enhancements and changes scheduled for the next releases.
Customers and partners of CentrePal Teams Contact Centre can now access the Features coming soon section from the Release Notes page.
Build Post Call Surveys from the flow designer
Administrators can now build Post-Call Surveys using the flow designer interface. This feature is useful for gather feedback from customers to help improve the contact centre and the broader business.
Agent-Assisted In-call Survey
Agents can now offer surveys to customers at the end of every call. Administrators can easily assign configured Post-Call Survey flows to each call queue using the Queue settings.
August 10, 2021
Emergency routing configuration
Administrators can now configure call routing based on emergency closings. This feature is useful for Administrators to quickly enable Emergency mode on a call queue during planned or unplanned emergency closings.
Admin Settings UI enhancements
Administrators can easily access admin functions with fewer clicks.
New call ringing status indicators
We added a layer of insight into the real time call dashboard. Call ringing indicators now display in the real time call dashboard when a call is getting offered to an Agent from a call queue.
Download text-to-speech recordings
Ability to download text-to-speech recordings in the Media Groups for verification purposes.
July 12, 2021
Auto Pause Agent
The system will automatically change agent’s availability status to “Working Offline” for any agent who does not answer inbound calls continuously for a user-defined limit. This feature prevents interactions from continuously routing to unavailable agents.
Assign queues when editing a user
In order to helps administrators quickly update users, now admins can assign queues when adding or modifying an agent from the user settings section.
Incoming Webhook to share notifications and events in Teams channel
Contact Centre Administrators can now configure to receive queue notifications and events to a Teams channel using webhook URL.
June 15, 2021
Permissions for Call Dashboard and Agents Dashboards
Contact Centre Administrators can assign new permissions to users to enable them to view the real-time Call Dashboard and Agent Dashboard.
Status duration in the Queue-Users view
The Queue-Users section in settings now includes a “Time on Status” column. This column displays the user’s length of time in the current status.
Agent Time Card report
New report templates available for supervisors to generate reports with users’ log-in times, log-out times, and logged in duration.
May 10, 2021
Status duration in the Agent UI
The Agent UI now includes a “Time on Status” value. This value displays the user’s length of time in the current availability status.
Simplified queue user management
Administrators and Supervisors can more easily view agent’s opted-in queues and change them real-time.
Supervisory control to change agent’s availability status
Supervisors can now easily view and change agent’s availability status from the settings section. This feature is useful for Supervisors to change agent’s availability status when agents forget to go Offline at the end of a work shift or set the status incorrectly.
April 12, 2021
Customise call queue on hold music
Administrators can select audio prompts from the Media Group in the queue settings to replace the default on-hold music that callers hear when they are waiting in the call queue.
View of recent call history
Users can now simply view their recent call history from the Agent UI
Estimated Wait Time
Estimated Wait Time (EWT) configuration option available in the queue settings to generate a wait time estimate and play it to the caller.
Introducing release notes
Customers and partners can now access the Release Notes page from the CentrePal website. A new release notes page will list the features, enhancements and changes in the current releases.