OnState’s June 2009 software release includes two new major features: Warm Transfer and Conferencing. It also includes several product enhancements and bug fixes. The expected date of release is June 12, 2009.
NEW FEATURES
Warm Transfer and Conferencing for OnState Anywhere — A warm transfer allows an agent to speak with another agent before transferring the original caller to provide a better calling experience. In some situations agents might want a three-party conference capability so that the transferring agent can make a voice introduction prior to transferring the call. With OnState conferencing, the connection will remain active even after one of the participants drops out.
In the following example the agent has put the original caller on hold while he consults with another agent. The caller listens to music on hold while he waits to be reconnected. The original agent can then select one of the two buttons highlighted in the blue box.
The conference button joins all three parties in a conference call. If one of the parties drops out later, the other two people will remain connected.
The transfer button sends connects the caller and second agent while the original agent drops out.
PRODUCT ENHANCEMENTS
- The OnState system will check to see if Skype is present on the caller’s PC before offering the Skype click-to-call option. If Skype is not detected, only the PSTN callback option will be presented.
OnState Call Lobby when Skype is detected on the caller’s PC
- White-labeled Call Lobby – If a custom Call Lobby URL is configured, the default image will not be displayed while the new image loads.
- CTI URL – This new Computer Telephony Integration (CTI) field allows you to export call data to your own CRM application.
- Special upload service will be provided for professionally recorded audio files.
- When making outbound calls through OnState, the system will accept numbers that use the format 011 [country code] [number], 00 [country code] [number], and + [country code] [number]. For example, if you want to call OnState’s main number (1-617-934-0381), all of the following are acceptable:
01116179340381
0016179340381
+16179340381
16179340381
- Abandoned callbacks will show the number entered by the caller, so you can return their call.
BUG FIXES
- Improved performance for skill assignments to users with very large numbers of skills. You will be able to add/remove skills without losing skills.
- Fixed the error in exporting from the Call Summary Totals – By DN report to Excel or CSV formats.
