Highlights

ICR: Custom Status Distribution Logic

Inbound Call Routing will now allow users to define how inbound calls should be distributed based on the current record status.

Custom logic will enable by status to define the call routing flow, Distribution Type, and Distribution Group by campaign. Settings can be found in the campaign’s Inbound Call Routing settings.

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New field in the ICR section of the campaign’s

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New popup window to set the custom distribution order

Calendar: Managers Can View Others' Calendar Events

Managers are now able to select a team or user via the Team/Agent dropdown to view any calendar events scheduled for that group in the Calendar list.

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Other Bugs/Updates

The following issues have been resolved.

• Application Search and Special Characters
  Issue: When cutting and pasting a phone number, the search process included any typed-in special characters which resulted in inaccurate search results. The search process will remove them when looking for a matching record.

• Preset Reports / Queues and Filters
  Branch association is now required to save the settings. If no branch association is set, the preset report, custom queue, and/or custom filter will not be available for anyone to use.

• SMS Export Button
  Issue: The button was not working.