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Call Manager 9.11.1

Overview

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This page provides a list of changes to Call Manager (CMX). 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

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Version 9.11.1 of Call Manager will be released to customers in the period between October 7 and November 11, 2015.

List of updates

Type of Update Description
New Feature #1

During an outbound call, you can configure a custom ID to display on a customer’s caller ID—A new field, Caller ID Name, has been added to the Campaign Details page in Call Center. This field lets you customize the outbound ANI based on a campaign's configuration. That ID could be, for example, your company’s name or the name of your current campaign.

 

How do I use this feature? Edit the Caller ID Name field. However, carriers might drop the custom ID and only display the agent's phone number.


Note: The maximum length of the custom ID is 64 characters.

Note: This feature is not currently available for Call Flow Authoring (CFA) based campaigns. 

Enhancement #1

Location-based ringtones—When making a call, agents can now hear a customized (localized) ringtone based on their geographic location.

 

How do I enable this feature? Contact LiveOps to enable local ringtones.

Bug Fix #1

IssueSome calls were being recorded on campaigns for which recording was disabled. This usually happened when a customer made an inbound call and the agent who took the call conferenced in another agent.


FixThis bug fix corrects the problem with calls being recorded on campaigns for which recording is disabled.
Bug Fix #2

Issue—In a situation where two agents are conferences with a customer and one agent is put on hold, call recording stops working for the duration of the hold.

 

Fix—This bug fix corrects the problem with calls not being recorded during a hold.

Bug Fix #3

Issue—An agent doesn't hear a ringtone when calling a customer using a soft phone. The agent only knows that a call is in progress when they connect to the customer

 

Fix—Agents now hear a ringtone when calling customers using a soft phone.

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Last modified
09:41, 22 Oct 2015

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