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Call Center - April 1, 2015

Overview

This page provides a description of the changes to Call Center. Call Center was tested using Chrome 41, Firefox 36.0.4, and Internet Explorer 9, 10, and 11. However, Plivo works only with Chrome (tested with Chrome 41), which means that your users must be using Chrome to log into Call Center if they are to successfully switch between Twilio and Plivo.

 

Changes are classified as:

  • Bug fix—refers to fixes that have been made to resolve problems in existing functionalities.
  • Enhancement—refers to improvements made to existing functionalities.
  • New feature—refers to new functionalities.

Release date

The latest version of Call Center will be released to customers on April 1, 2015.

List of updates

 

Type of Update Description
New feature # 1

Support for a Plivo as a secondary WebRTC provider—in addition to Call Center's existing support for Twilio as the primary WebRTC provider, Call Center now supports Plivo, which can be setup as a secondary WebRTC provider. You can pre-configure your agents to receive calls through either of the WebRTC providers that LiveOps supports, which means that if the primary WebRTC provider faces an outage, LiveOps Network Operations Centre will be able to very quickly switch your Call Center to the secondary WebRTC provider so you can continue taking calls.

 

How do I enable this feature?

To setup Plivo as a secondary WebRTC provider, contact LiveOps support. LiveOps will manage your Plivo account and enable the necessary attributes to allow your users to have multiple work phone numbers. Your administrator will have to configure individual users with Plivo credentials.

 

How do I switch to the secondary WebRTC provider?

In case of an outage to your primary WebRTC provider, contact LiveOps support to switch your users to the secondary WebRTC provider. You must have your users restart Phone Panel or Engage for the change to take effect. When the problem with the primary WebRTC provider is resolved, LiveOps, in consultation with you, will switch the users back to your primary WebRTC provider.

 

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Last modified
11:24, 30 Mar 2015

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