call centerNew Features in Uniteme Unified Communications and Reachme Contact Center

General Availability Release 16.08

October 6, 2016

Summary

eZuce is pleased to announce the General Availability Release of Uniteme and Reachme 16.08.

We’re continuing to focus more on fixes and minor improvements in uniteme 16.08 as work ramps up on the next generation of code.

Reachme however sees major enhancements as part of 16.08. After introducing the new reporting capabilities in 16.04, 16.08 follows that up with a slew of new standard reports. Additionally with feedback from customers we continue to adjust the Agent and Supervisor widgets to get at the data that those users want to have available.

Also as always, thanks to the Dev & QA team at eZuce for their excellent work on this release.

In all 111 issues (enhancements / fixes) are addressed for uniteme and reachme in this beta release.

The next uniteme and reachme release will be 16.12.

Highlights

Uniteme New Features:

●       Unite Web and Lite (new user portal) get Call History

●       Unite Web Referential URL on Logout

Uniteme Improvements:

●       Unite Web and Lite gain ability to add speed dials to non numeric users and SIP addresses

●       Polycom support added for new 301, 311, 401, 411, 501 and 601 phones

●       Polycom firmware 5.x and later adjust default line labels

●       Moved several dangerous Polycom settings to Advanced pages

●       Expose TCP option for sipXbridge

●       Add option to pass p-asserted-identity

●       Add new ring types for Yealink phones

●       Adjust MP3 bitrate and frequency

Reachme New Features:

●       New set of Standard Reports

○       CDR Report with Wrap up, Agent Node, Original Skills and Final Skills

○       Weekly Report with:

■       Total # of inbound vs. outbound calls / agent

■       Total # of minutes/hours

■       Total raw # of calls

■       Total # of transferred calls

■       Total # of completed calls

■       Ability to filter out Inbound & Outbound

○       Daily Report with:

■       Total # of minutes/hours in the given date/time range

■       Total raw # of calls

■       Total # of transferred calls

■       Total # of completed calls

■       Average hold time

■       Ability to filter out Inbound & Outbound

○       Client Traffic Detail Report (similar to Queue Traffic Detail Report)

○       Client Traffic Overview Report (similar to Queue Traffic Overview Report)

○       Agent Activity Report

○       Agent Group Activity Report (similar to Agent Activity but rolled up for agent groups)

○       Outbound Overview by Client Report

○       Line Traffic Detail Report (similar to Queue Traffic Detail Report)

○       Line Traffic Overview Report (similar to Queue Traffic Overview Report)

Screenshots of a couple of of the new ReachMe reports:

Reachme Contact Center Report

Reachme Contact Center Reports

Reachme Improvements:

  • Existing reports improvements
    • Add inactive queues/lines/clients to Queue/Line/Client Overview Reports
    • Add the following columns to the Queue/Line/Client Traffic Detail Reports:
      • Sent to voicemail
      • Transfer out
      • Total Abandon
      • SLA
    • Queue Traffic Detail Report to show periods with no activity
    • Agent and Agent Group Productivity Reports to show values or percentages
  • Improve Recordings Archiving so that Archived messages can be played from GUI.
  • In Session Manager added an enhancement to be able to see the call status of an outbound conference.
  • End user improvements in the outbound widget when making a call.
  • Allow a Reachme agent to change Release Reason while in Released mode.
  • Added an enhancement for Advanced Login to disable the continue button once there is a valid entry in the sip uri field.
  • Added a configuration parameter to set an interval for statistics being generated to minimize database accesses and improve performance.
  • Added an enhancement to better validate data entered by users in the phone number field of the Transfer / Conference list.
  • Enhanced the Agent Manager Agent Section to show that an Agent is on an outbound call and not just in session.
  • Enhancement to update the agent group section of the agent manager widget to show in session count for inbound and for outbound.
  • Enhancement to update the in session counts in the Agent manager group section.

Notes

  1. Full Release Notes with installation information are located here: 16.08 Full Release Notes

Who Should Install?

This release is recommended for all 4.6 and later installations. If you have a patch installed to your system a new patch may be required. Please contact sa@ezuce.com if think you may have a patch applied as that may be replaced during the update.

eZuce’s software products continuously progress through an Agile based development methodology that keeps feature functionality comprehensive and up-to-date in response to evolving market and customer requirements.

New software releases are made at a rate of four to six releases a year. Releases are numbered in the <yy>.<mm>.<uu> format where <yy> and <mm> designate the year and the month, respectively, in which a release is made generally available. Where applicable, <uu> corresponds to an update release relative to a general release on which fixes are made available.

In order to ensure service continuity and stability, customers may keep their production environments unchanged for up to a 6-month period during which release updates or patches are made available. After a release is more than 6-months old, eZuce customers would have to upgrade to the latest generally available release – inclusive of all fixes to date and any new patches.

Questions

If you have questions about updating you can email sa@ezuce.com or if you need assistance with the update contact your account manager or email sales@ezuce.com.

Specific Issues Addressed

Specific issues can be located in the detailed release notes in the wiki at: http://wiki.ezuce.com/display/unite/uniteme+16.08+-+Beta

Read more about Reachme Reports in these blogs: Why We Love KPI’s (And You Should Too!) and 5 Reports Every Contact Center Needs