Touch Telephony Release 4.3


Communicate and Collaborate Anytime, Anywhere, From Any Device

A lot has changed in the past couple of months, we’re excited to introduce you to these newest features:

For All Users:

tt-iconHome Page

Updates to the home page include the ability to hide the Welcome text box and the retention of the home page view selected by the user (interactive or icons).

Touch Call on the home page includes an over-ride for users with Instant Dial switched On, enabling them to quickly choose an alternative number to call from.

tt-iconEnd of Day Summary

The End of Day Summary email has been re-designed and now includes Touch Call Back options.  Users can switch on their summary email in their Account Profile.
End of Day Summary

My ConversationMy Conversation

Improvements to Presence icons shows the User as Busy regardless of the device they are using to place a call.

VoicemailVoicemail

An updated display also includes the ability to delete all voicemail messages from the page with one click.

ConferencingVisual Conferencing

New Conference Leader options enable users to prevent conference calls from starting until a leader joins, and automatically end a call when all leaders have left the call.
Conference invitations now include email subject and body fields to improve information to recipients, details are also pulled through to the calendar invitation (where supported by email providers).
Visual Conferencing

Live CommunicationLive Communication

Browser notifications for Live Communication inbound calls have improved caller details, displaying the caller’s name (where possible) in addition to the number.

Instant MessagingInstant Messaging

Nested replies are now available, enabling Users to respond to specific messages, making it easier to follow conversations and topics.
Instant Messaging

For Customer IT Admins:

tt-iconHome Page

The Admin home page offers new at-a-glance information, including:

  • Real-time totals for all active, inbound and outbound calls on the platform.  A supplementary graph provides hour-by-hour total calls for the day.
  • Chart view of number of User Accounts and the status.
  • Latest documents display the three most recently uploaded documents and the three most recently uploaded invoices

admin-home-page

tt-iconUser Accounts

An expanded delete option when deleting Users allows Admins to rename or remove extensions and conference room assigned to the user at the same time as deleting the account.
User Accounts

Extension EditingExtension Editing

The number of Voicemail messages saved against the extension is displayed, together with the ability to delete all messages.
image001

ConferencingAudio Conferencing (Admin)

Ability to set a conference leader PIN, with options to prevent a call from starting when no leader has joined the call and to automatically end a call when all leaders have left.  End Users can also control their conference leader options on their own conference rooms.
Audio Conferencing

IVRIVR Menu Builder

Key Press options are now optional.  An IVR without key presses allows for a recording to be played before automatically routing the caller to the selected end-point.
IVR Menu Builder

tt-iconCall Recordings

Call Recordings have been moved to a new page in Monitoring & Reporting, providing improved search and filter options and play/pause options for in-browser playback (Chrome only).

tt-iconTerminated Calls Report

Updated to include Conference Calls reaching the maximum call duration, plus improvements to date/time format.
Terminated Call Example

tt-iconTouch Telephony API


The Touch Telephony API has been extended – your IT team or developers can access full details through the Integration Information page.
Touch Telephony API

Contact Centre

Introducing the new Touch Telephony Contact Centre, with the following feature sets:

  • Admin and agent-level user access

agent-log-daily-session

  • Customisable auto attendant and IVR

queue-management-settings-targets

  • Call queues with call delivery options and overflow routing

agent-management-individual-agent-settings

  • Configurable ring time and wrap-up time per queue

queue-management-approved-agents-priorities

  • Customisable lists, including. agent skills rating and pause reasons

agent-management-overview-settings

  • Reporting – specify KPIs and monitor real-time performance

real-time Monitoring

  • Specify allowed extensions/DDIs per agent

agent-management-individual-agent-settings

  • Agent view of their queue statistics

agent-dashboard-queue-login-paused

For a demo of our new Contact Centre features, or to find out whether the features are compatible with your current service, please contact your Account Manager.

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