Tag Archives: centre

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

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