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Call Center - April 3, 2016

Overview

This page provides a list of changes to Call Center. Changes are classified as:
 

  • Bug fix—refers to fixes that have been made to resolve problems in existing features and functions.

  • Enhancement—refers to improvements made to existing features and functions.

  • New feature—refers to new features and functions.

Release date

The latest version of Call Center will be released to customers on April 3, 2016.

List of updates

 

Type of Update Description
Enhancement # 1

Note: This feature is only available if your Call Center is upgraded to version 1.3 of the Twilio API. Contact LiveOps support if you want to upgrade to version 1.3. As well, this feature only works with Phone Panel version 3.0.80 or higher.

 

If your instance of Call Center is using Twilio to make and receive voice calls, you can set the new Twilio Region agent attribute. Setting this attribute ensures that you use the Twilio data center that's closest to the region where your Call Center is located. This decreases delays and latency with voice calls.

 

How do I enable and use the attribute? Do the following:

  1. Select Routing > Routing Attributes, and then click Add Attribute.
  2. On the Attribute screen, enter information as shown below:
    twilio-region-attribute-75pc.png
  3. Click Save Changes.
  4. Select User Accounts > Edit Users.
  5. Find the user to whom you want to apply the attribute, and then click the Routing tab.
  6. Find the Twilio Region attribute in the list, then add one of the following region IDs:
    Region ID Location
    ie1 Ireland
    sg1 Singapore
    us1 US East Coast (Virginia)
    jp1 Japan
    au1 Australia
    br1 Brazil
    gll1 Twilio Global Low Latency routing. Use this automatically choose the data center with the lowest-latency connection.
  7. Click Save Changes

 

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Last modified
11:16, 10 Apr 2016

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