Tag Archives: broadworks

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

xsi broadsoft

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.

Webchat Ratings

Ratings for Web Chat

Everybody likes feedback, right? That’s why we have introduced optional ratings for post-chat visitor scoring. Compare Agents or Media Streams across your contact center We have now released a 5-star rating option for Web Chat media streams. This option can be enable for specific streams and allows the visitor to choose from 1 to 5

Dashboard Stats

New Dashboard Stat “Live Calls”

We have now included a new stat which is “Live Calls”, namely, how many calls are currently answered by Agents and in progress currently. This now completes all tenses with “Calls in Queue” and “Calls Answered” to provide customers a 360-degree view of current conditions. Other complimentary stats include: Inbound Idle – Timer that will

Abandoned Calls

Abandoned Call Capture within Unity Portal

The ability for Supervisors to assign abandoned calls to Agents for call backs is one of our most used call centre enhancements. Previously this required the customer to be running an instance of Unity Wallboard, which acted as a proxy in capturing the CLI of abandoned calls, along with date/time stamp and the call center

broadsoft webchat

General Contact Centre Enhancements

Web Chat Transfer – Conversations can now be transferred to other Agents in the same media stream, provided the receiving Agent is not on DND. Activity Log – The Call Logs tab in the contact center version of Unity Agent has now been changed to Activity Log and will show the last 30 web chat

zendesk integration

Zen Desk Support

Unity CRM Connector now supports the Zen Desk helpdesk and contact management platform. This cloud-based ticket management system is widely deployed and is our most requested integration. As with other supported CRM platforms, functionality available includes: Click-to-dial – Open a new call from within Zen Desk in any browser Inbound screen pop – Retrieve and

webchat agent

Last Agent Routing for Web Chat

Customer service experience has now been enhanced with last agent routing for web chat. This is configurable in the Profile of each chat media stream and, when enabled, will route an incoming chat to the last Agent that took a chat from the visitor. Naturally this reduces the anonymity that can become a problem with

new UI

New Presence Icons

The new Unity UI, coming first the web apps and then the Windows clients, has some new icons for the Contacts BLF tab, but the changes are more than just cosmetic. We are now combining both hook state and XMPP status. Previously, Unity displayed XMPP in the “Status” field, but this is now reflected in