Contacts Directory
- Ability to filter by department
- Support for unlimited number of entries (up from 2000)
- Performance improvements in fetching, filtering and searching
- Automatic avatars based on the contact’s name if custom ones is not picked by the user
- Agent branch indicator
- Bug fixes
Call Center Administrator / Agent
- Redesigned settings panel
- Dynamic agent statistics tab based on user’s screen real estate
- Avatars in agents statistics list in Layout 1
- Redesigned global on-call indicator in agent statistics list
- Unavailable code display in the agent statistics list (when agent is unavailable)
- Redesigned Agent State indicator to match corresponding colors of the ACD state to make identification of state easier at a glance
- Admin ability to display offline and unjoined agent statistics for admins and agents
- Per admin default view auto save (to avoid having to select a range for every queue)
- Improved real time sorting on all fields (including Agent State)
- Admin ability to force agent state directly from agents statistics list, including unavailable codes
- Agent state timer visual and performance improvements (flashing, etc. resolved)
- Major performance improvements for queues with large amount of agents and misc. bug fixes.
Call Transfers
- Redesigned call transfer contacts list
- Avatars, ACD state and in-call status indicators in the call transfer panel contact list
- Tabbed favorites and full directory in transfer panel contacts list
- Ability to filter by department and search for contacts in the transfer panel contacts list
- Performance improvements and bug fixes in the transfer process
ACD Menu
- Redesigned agent state menu
- Ability to select preferred ACD menu style and behavior from Settings/Display Settings
- Unavailable codes moved to ACD menu, current code display added to ACD state indicator when in Unavailable state
Profile
- Added more relevant account information
- Added joined call center queues information
Dialer
- Improved behavior of call center queues list drop down when selecting an outbound caller ID
- Synchronized favorites information display in calls (avatar, all added information etc.)
- Minor bug fixes
System
- Major performance improvements in agent state and status synchronization
- Removed ability of agents to go into DND when joined to a queue (does not affect administrators)
- Numerous general performance improvements and bug fixes
Automatic Agent ACD State Subscription & Synchronization
For users who monitor their agents through external programs like Unity or BroadSoft Call Center, your agents' ACD state will now be synchronized in real-time with the AIVA Agent Operator Console. This feature enables improved accuracy and efficiency in managing agents, helping to streamline operations and enhance customer satisfaction.
Improvements and Bug Fixes in Call Forwarding, Call Center Admin/Queue Statistics, and 3rd Party Integrations
New User Interface
The menu containing all of your tools now resides on the left side of your screen. Users now have the ability to expand the menu and hide the dial pad.
Profile
Previously, all user information was located under the Information setting. Users now have the ability to view all of this information through their Profile icon, which contains the user's phone number, extension, all account information, and services associated with the account.
To view your Profile:
1. Select on the Profile icon on the bottom left corner of your screen.
2. Select on "Services" to view all services associated with the account.
Log Out Functionality
Users are now able to log out directly from the client.
To log out:
1. Select on the ACD status dropdown on the top right corner of your screen.
2. Select on "Log Out."
PLEASE NOTE: Selecting Log Out does not sign you out of the console automatically. If users would like to be Unavailable or Sign-Out, they must set their ACD status prior to selecting Log Out.
Changed functionality of editing your contact photo
Previous versions of WebRTC allowed you to edit the photo of any contact, either a manual contact or contacts from your personal/group directory. Now users can only edit the photo of manually added contacts.
Settings Improvements (Audio Settings/Information)
Audio Settings now remember your previous selection of audio input and output. In addition, the Information setting now contains only app information, as the user information has been moved to your Profile.
Updated Warm (Attended) Transfer Functionality
Warm (Attended) Transfer has been updated to allow a user to drop from a merged call without ending the call entirely.
For more details on how to perform an Attended Transfer, please refer to our WebRTC User Guide, located here:
https://docs.aivaconnect.ai/a/1284031-webrtc-quick-start-guide#call-controls
New Search Algorithm for Contacts
Due to increasing number of contacts and sources that need to be searchable (lists of 1000+ entries per group, etc.) the old search function would slow down lower configuration machines. New algorithm improves performance significantly, while retaining the real-time nature of the search function.
Dial Pad Missing Issues
Intermittent dial pad missing issues traced back to timing issues due to slow internet or hardware configurations.
Call Transfer Visual Bugs
“Complete Transfer” button would remain on screen when transfer was canceled. Clicking the “Cancel Transfer” button now properly clears the “transfer in progress” scenario.
Call Not Ending On Client Exit
In progress calls would sometimes remain connected even when the client would be manually closed. Added function to automatically hang up call when unload initiated.
For customers of BETA AIVA CONNECT™
Effective Wednesday, November 10, 2022, 12:01 AM, Central:
The website for AIVA Connect™ Beta, Agent Operator Console will be replaced with AIVA Connect™, Production Agent Operator Console. BluIP™ and its development team sincerely appreciates its customers and users who have actively engaged and provided feedback of the Beta solution over the last 120 days of use. With this feedback, the Production environment has been released and is currently in use, across multiple countries, business verticals and markets, and portfolios.
To utilize the Production environment, users will replace existing URL’s of:
https://beta.aivaconnect.ai/api/Access?provider=BluIP with
https://phone.aivaconnect.ai/api/Access?provider=BluIP
The Beta solution will be deprecated effective Wednesday, November 30, 2022 for current, external users. All historical information, reporting, and employee data will remain the same, without any disruption. Beta users will not require any additional information or training on the system as this is the identical system being used today, just a different URL.
This information will be posted in the Agent Operator Console, on the Support website, as well as a re-direct message for all users logging in for the first time after Wednesday, November 9, 2022.
For any user experiencing technical challenges logging in for the first time, please ensure the troubleshooting guide is available and utilized. These steps will prevent most challenges users might experience, should there be any. This guide, along with other helpful information can be found at https://docs.aivaconnect.ai/. Note that users do NOT have to be logged in to access this information.
For questions, concerns, or general feedback, please contact us at [email protected]
Thank you,
Support
BluIP, Inc
Resolved Issues:
- Queue Stats not displaying correct data to agents based on time selected by administrators
- Tile inconsistencies between supervisors and agents
- Ampersand not properly displaying in disposition codes
Improvements:
- Added layout framework for queue stats. Controlled by supervisor. Settings grouped under “Agent View Settings”
- Added alternative layout:
- Staffed time removed
- Talked time removed
- Added ACD state color coded circle
- Removed flashing effect of on-call agents
- Increased number of favorite contacts from 12 to 20
Call Center Administrator Settings
- Added switch to show/hide peer information for agents under ‘Agent Visibility’ settings
- Visual bug causing hang up button to overlay disposition codes dropdown in certain circumstances has been fixed.
- Broadsoft DND integration. Client now displays prominent ‘DND Enabled’ warning on top menu bar and notification message if enabled on every load.
- User switch located in Call Settings in Settings menu.
- Status Updates in Contacts Settings no longer disabled based on profile tags. Should be available to everyone.
Executive - Assistant Functionality for WebRTC
WebRTC now supports Executive & Assistant Functionality! Executives will be able to select from available assistants that will be able to intercept calls.
Features include:
- Simultaneous Ring
- Forward If I Don't Answer
- Custom Outgoing Caller ID
- Call Recall
- Call Rollover
Set Disposition Code While on a Call
If users have disposition codes available to them, they are now able to access and set a disposition code to that call. After a call ends, and moves into auto wrap up, it is still possible to change the disposition code.
PLEASE NOTE: The WebRTC will accept the last set disposition code before Wrap-Up ends. On the next inbound call, the disposition codes will be cleared and the user will have to select a new one for that specific call.
WebRTC Call Center Queues
For users who are in possession of a Call Center Supervisor license, they will now have access to a Call Center Queue Statistic Wallboard.
WebRTC Sample Admin Dashboard View
WebRTC Sample Agent Dashboard View
Call Waiting Tone
This feature is disabled by default. When enabled, if a user is on a call, their next incoming call will be a low audible beep instead of the standard WebRTC ringtone.
To enable the Call Waiting Tone:
1. Go to Settings
2. Select "Call Settings"
3. Scroll down to "Call Waiting". Select the toggle to enable the alternative call waiting tone.
Accessibility (for JAWS) Hot Keys
By default, the WebRTC supports the following hot keys for handling calls.
If a user has an accessibility screen reader, such as JAWS, the following alternative hot keys are available.
E911 Alerts
Whenever a user opens up the WebRTC client, they will be informed of our E911 policy.
To close the E911 message, select "OK".
Bandwidth Test - On Start
Whenever a user opens the WebRTC client, it will run a quick bandwidth speed test. If a user is below a certain threshold, then they will see the following warning message.
To close the Bandwidth Warning, select "OK".
Bandwidth Test - Manual
If a user would like to manually re-take the Bandwidth test:
1. Go to Settings
2. At the bottom of the screen, select "Speed Test"
3. This will run the speed test.
The most recent speed test result will display on the screen.
To view the historic results of the speed test:
1. Go to Settings
2. At the bottom of the screen, select "Results".
3. This will show your last 20 speed tests. After 20 entries, the earliest entry will automatically be deleted.
1. Directory Toggle – Group / Enterprise (Settings / Contacts Settings / Enterprise Directory)
Based on your user profile, users will have the ability to toggle between whether their directory displays the entire Enterprise, or just contacts that are shared at the group level.
2. Real Time ACD and Call Status between AIVA Clients – Functionality and Toggle (Settings / Contacts Settings / Personal Directory)
WebRTC now displays the presence status of users. This includes when a user is: online, offline, or in a call.
3. Real Time ACD Sync between AIVA Client and 3rd party software – Functionality and Toggle (Settings / Profile Settings / ACD Status Sync)
Previous versions of WebRTC did not visually synch when 3rd party clients made updates to an agent’s status. This request has been completed, and 3rd party software will now synchronize with the WebRTC client.
4. Extensions and Phone numbers now displayed in directory and personal contacts & Extension takes priority when dialing out using quick buttons.
Previous versions of WebRTC did not include the Extension as a field in the Contacts page. This has been added and users will now see the extension of users in the Contacts page.
5. Auto Answer – Functionality and Toggle (Settings / Call Settings / Auto Answer)
This is an optional toggle for users to enable auto answer. If a user has this enabled for them at the system level or at the user level, calls will be automatically be answered by the WebRTC client if the user is available to take a call. If a user is already on the call, the next incoming call will be offered to the user, but will not be automatically answered.
6. Keyboard Shortcuts for main phone functions (Settings / Information)
WebRTC now supports Hot-Key shortcuts for basic call controls. Please refer to the WebRTC 1.6 for more information.
7. Auto Hold Switch (Settings / Call Settings / Auto Hold).
WebRTC by default, uses Auto Hold. For example, when switching between lines, calls are automatically placed on hold. However, this has now become an optional toggle, and users may turn off Auto Hold from their Settings.
8. New QOS Test (Settings / QOS Test).
The QoS Test in WebRTC now includes advanced reporting. These metrics will be available within the email the user receives regarding their VoIP test. For more information, please refer to the WebRTC 1.6 user guide.
9. Disposition Codes display correctly per queue now.
Previous versions of WebRTC displayed all disposition codes that were assigned to queues. WebRTC now intelligently maps disposition codes based on the incoming call. For example, if a call comes into Queue A, the user will only be offered disposition codes associated with Queue A.
10. Some special characters no longer filtered out when making calls – Namely “*” and “#”
A bug in earlier versions of WebRTC did not support asterisks and pound signs. This has been resolved, and WebRTC now supports these keys.
11. Audible tone when making a call transfer
When a user transfers a call, they will hear an audible tone.
12.Call center type specific feature adjustments
Based on a users license type and seat, they will only see the features that are available to them. For example, calling out of queue options will be displayed to Premium seat holders, rather than all agent license types.
13. Visual bug fixes and Performance Improvements
1. Feature Change Log
Added “About App” in “Information” tab under settings, to highlight new features and provide version information for the app.
To access the WebRTC Change Logs, users can navigate to the “Information” section within the “Settings” tab. Release highlights will be stored here along with a link to the associated documentation.
2. Feature/Fix Call Timer
Several users had reported that their call timer was freezing or displaying a delay. This issue has been corrected and now displays the call time reflected in BroadSoft.
3. Feature Notification & Notification Settings
Notification ribbons appear at the bottom of the WebRTC screen. These will fade after a few seconds, but users can also manually dismiss a notification by selecting the “x” on the far-right corner of a notification.
Notifications are enabled by default, but if you would like to disable notifications, navigate to “Notification Settings” within the “Settings” tab. From here, you can toggle this setting on or off.
4. Call Merge / Split / Conferencing
Users can now start a conference/merge calls while on an active call by selecting the "Merge Calls" button. For more details on how to enable conferencing, please refer to our WebRTC User Guide, located here:
https://docs.aivaconnect.ai/a/1284031-webrtc-1-1-3-quick-start-guide
5. Attended Transfers
Attended (Warm) Transfers are now supported within the WebRTC phone. When performing an attended transfer, the initial call will be placed on hold, and the user will be able to call a consultant. When ready, they will be able to select “Complete Transfer” to transfer the call.
For more details on how to perform an Attended Transfer, please refer to our WebRTC User Guide, located here:
https://docs.aivaconnect.ai/a/1284031-webrtc-1-1-3-quick-start-guide
6. Sign into Queue
Users can now sign into individual queues from the WebRTC client. Simply navigate to the ACD Status drop down and select which queue you would like to sign in/out of.
7. Queue Calling
Users now have the option to call out of queues that they are skilled for. If their BroadSoft configuration allows them to call out of a particular queue, then the user has the option to change the outbound number from the client to display as either their personal DID or their specific queue’s DID.
For more details on how to change your “Outgoing Call” number, please refer to our WebRTC User Guide, located here:
https://docs.aivaconnect.ai/a/1284031-webrtc-1-1-3-quick-start-guide
8. System Performance Enhancements
9. UI and Theme modifications for both Light and Dark modes