Category Archives: Feature Releases

More Direct Calendar Integration

Unity’s Reception console for BroadSoft now connects to Exchange, Office365 and Outlook in order to display appointments and meetings for any users within the Group or Enterprise. View the calendar events of a colleague for today and tomorrow: Simply right click a contact and if they have shared their calendar permissions with you then you

Press Release: Kakapo Systems Announce Email Queues for BroadSoft

London, United Kingdom, Aug 08, 2019 – Kakapo Systems, a developer of end user applications for the Cisco BroadSoft platform, have today announced availability of Email queues for BroadSoft. This builds on the existing Unity Contact Center suite that adds Web Chat, Twitter and Call Back queues, on top of BroadSoft ACD voice queues, for

Understand Your Customer. Anticipate Their Engagement

Social media has transformed customer service expectation and given consumers a very public forum to air grievances. This has turned up the heat on companies, many of whom do not see their Twitter feed specifically as a customer service channel, but who are now having to engage with and respond to customers on this platform.

Web Apps for BroadSoft are Here!

Say goodbye to low productivity due to location or computer issues with the new Unity Web Apps – these new apps can be used anywhere on any Mac, Windows or Linux machine (with an internet connection). Featuring the advanced functionality of the Windows Unity Apps, the Unity Web Apps can be run within the browser

Twitter Queues for BroadSoft

Provide your customers richer experiences on their media of choice By its public nature, social media has forced companies to up their CX game, both in providing better products and services and responding to complaints. B2C companies across all sectors are finding that when customers want to complain, they prefer to do it on a

New Enhancements for Unity Dashboard

Unity Dashboard release 2.0.9.1 is now available on beta and includes a variety of new and improved features. ADDITIONAL FUNCTIONALITY FOR ADDED CONTROL AND SECURITY Larger Font Sizes Per View: Users can now set larger and different font sizes for all tabular views View Number Of Agents: Dashboard now displays the number of monitored agents Full Screen On Startup: Unity Dashboard can now

Unity’s New Look & Important Call Recording Info

We are pleased to announce general availability of our new user interface for the Unity Windows apps that will be available from Monday 17th September 2018. Featuring a modern new look, stylish call control buttons and My Status symbols, Unity’s new interface greatly enhances the user experience. Unity’s new interface is available from version 7.0.0.0 and will be

Support for OCI and CTI over TLS

Unity now supports both OCI and CTI over TLS. This uses settings that must be set in the Branding tab of the Unity portal, which specifies the port number and security protocol to use when connecting and securing the connection. These settings should only be modified/set by an experienced VoIP engineer, and a ticket must

Support for XSI on BroadWorks R22

From R22 onwards BroadSoft are no longer supporting Client Access Protocol [CAP], which Unity uses to connect to the BroadWorks platform. All Unity apps will now connect to the Xtended Services Interface [XSI] using CTI from Unity release 6.9.0.0. Users will auto-update to this build before Service Providers migrate to R22 for a smooth transition.