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
CRM Data Dip Actions Integrations
This upcoming feature release will introduce CRM Data Dip Action nodes in the Flow Designer that lets you integrates with third-party CRM systems to leverage CRM data in to make routing decisions in your contact centre and deliver business critical information to your agents.
Visual notification for calls left on hold for too long
This upcoming feature allows Operators to 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.
Block inbound calls
A future release will introduce the inbound number blocking capability in the flow designer. This will allow administrators to define a list of blocked phone number patterns at the tenant level. The caller ID of every incoming PSTN call to the tenant 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 will allow individual agents to add a caller ID of an incoming PSTN call to the Block list.
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.