Release news

• Edge Pulse includes wall board / monitor features to see e.g. real-time status of queues, campaigns and agents.
• Design your own wallboard with drag-and-drop.
• CallGuide Edge Pulse runs on a web browser.
• Select the real time data the coaches and the agents need to see.
• Make your own settings to the different types of cards.
  • Choose layout, e.g. present data with a gauge, just as a number or as a list with multiple values.
  • Pick data sets for display, e.g. a campaign, a queue, a subarea, a task type etc.
  • Display a web page within a card , e.g. from your Intranet
  • Show messages from the coach
  • Set your own title
    
• Colours shows when service level threshold values are exceeded. Just set the values.
• Move and resize the cards with a simple grip.
• Choose colour theme suited to your environment.

Read more on Basics about Edge Pulse , Set up your Edge Pulse, Best practice for Edge Pulse and Card types in Edge Pulse.

To get a quick overview, see the silent instructional video Edge Pulse films

Some examples of the CallGuide information you can display in your Edge Pulse:

• Contacts in queue
• Campaign hitrate
• Average queue time and longest time in queue
• Handled contacts
• Agent status

See Statistics terms from A to Z

To speed up errands and give correct answers the agent can get suggestions of articles containing the customer's question, already when the contact is routed to the agent. This as CallGuide Answer, the self learning knowledge base for questions and answers, is now fully incorporated in CallGuide Agent and Edge Agent.

• Natural language understanding is used to find the customer intent
• Web context is used to find the right knowledge articles
• The mapping of customer intent and relevant articles is self learning

Also see What is CallGuide Answer?, The agent's view and The web visitor's view

Perform automatic search in CallGuide Answer via configuration in CallGuide Agent default settings. The search phrase used depends on the type of contact and available contact data. For details see CallGuide Answer portals

Open CallGuide Answer manually via menus found in CallGuide Edge Agent main window and CallGuide Agent main window

• Contact history archive where you can follow the entire customer journey.
• Display the previous interactions automatically. In CallGuide Agent default settings you choose if you want to see the data before or after accepting the contact.
• See all the contact data for calls, emails, chats, voice messages, work items and callbacks
• Read the actual chat conversation
• Listen to the voice message again.
• Search among previous and ongoing interactions, and find specific interactions in a search result with smart filters.

See Interactions in Edge Agent . Read more about CallGuide Agent in About the Interaction View function

In Edge Agent Interactions you can search for voice message interactions and listen to the voice message.

See Voice message in Edge Agent .

• Change the amount of parallel calls for different parts of the day.
• Make changes during the current bookable day.
• See the actual bookings so far today in the schedule.
• Graphical notification when a slot is overbooked.
• Enhanced work flow for the administrators. Several changes are made in the The Callback appointment schedule window

Read more in Basics about Callback appointment schedule and Best practice for handling callback appointment schedules

For more information, see the Swedish film on Admin films

• If you use CallGuide Dialer to make campaign calls, you can set which telephone number to display to the customer, for each campaign.
• Write comments to the numbers in the new CallGuide Admin window A-numbers. See A-number for campaign.

The numbers are connected to each campaign in the CallGuide Admin window Media | Outbound telephony | Campaigns | Details. See Create a new campaign.

Does your organisation use several different web sites, such as e.g. one for the web shop and one for other segments of your business? The software development kit CallGuide Web SDK provides the tools to ease your handling.

• The customer and the agent can chat and share view in co-browsing through the multiple web sites handled by the contact centre.
• Even if e.g. the customer closes a page by mistake, the chat and co-browsing sessions can automatically be resumed which ever site they were on.
• CallGuide Proactive Web can recognise a unique customer regardless of in which of the different web sites he is surfing.

You do not have to make a lot of separate adjustments to your web sites. In CallGuide Web SDK there are scripts where you make the most common settings.

• Specify which URLs' are to be included in, and/or excluded from, the agents' co-browsing.
• Style the messages and buttons seen by the customer
• Set rules for the agent for inputs in the customer web page, i.e. if the agent shall
  • be able to edit e.g. a web form or specific edit box
  • only see what the customer writes
  • not even see what the customer writes.

The web tool used by the agents, CallGuide Link Menu, has a new layout. See the picture

Read more about sending links to redirect the customer to another web page, and all other features in Co-browsing – share web page. Also, read more about CallGuide Web SDK in Basics about CallGuide Chat

• Export of custom work level in Real Time and Workforce Interface
• Enables work force planning also on custom work levels e.g. in Teleopti
• The agents' time in all various work levels are presented - including any custom work levels.

See Basics about custom work levels and the document InterfaceSpecification Real time and Workforce Interface

When the agent has received a contact that is a voice message, contact data collection can include the phone number of the message originator. To call the message originator, click the Make call button.

See Voice message in Edge Agent

The content of the Edge Agent main menu has been sorted for easier find.

Calls queued by an operator are usually routed back as a recall if the call is not answered. In CallGuide Agent you can now choose Connect without recall when you transfer a call to a fellow agent.

The new option is found in the menu by the Connect button, in the Unifinder Person tab.

See Connects calls using Connect button

Configure if the Agents window in CallGuide Pulse shall use automatic update or manual update.

See See detailed agent information in CallGuide Pulse, Basics about the Agents window and CallGuide Pulse main window and all menu choices

The first time you log in to a CallGuide application you need to enter data that is later remembered by the system. The first time sign-in for Edge Agent is now a two step procedure, to make it easier to select language and to choose the correct location name.

See the picture

See Log in to CallGuide Edge Agent

• A smart mechanism is reserving capacity for avoiding starvation
• Improved configuration of load balancing

The flow of email contacts are set by a number of system parameters

• maxNumEmailInSystem is the upper limit to the number of mail to be handled by CallGuide Email in total, regardless of how many instances of CallGuide Email Server you have.
• With emailBufferMax you set the maximum number of mail to be buffered in an email entrance. However, when the entrance’s limit is exceeded, new email will still be sent to the same server, until the CallGuide Account Manager's limit is reached. This can delay email from a more important entrance on the same server.

With the new parameter maxEmailPerEmailSrv you can set limits to the number of mail on each instance of CallGuide Email Server in the system. To prevent a so called starvation of an important mail entrance you do like this:

1. Place the important email entrance on a separate instance of CallGuide Email Server.
2. In System parameters for email, set maxNumEmailInSystem to 10000 and maxEmailPerEmailSrv to 5000.

Also see Set System parameters for email

You can now configure CallGuide to handle multiple switches connected to the same IVR with support for a shortest route strategy, e.g. multiple Touchpoint Plus domains connected to the same CallGuide Service Node Tenant.

You can enable parking and re-queueing of non-IVR calls where one IVR is handling multiple switches. Read more under The IVR groups tab and Numbers for park and place in queue

Background knowledge...

When callback calls or external calls are parked or placed in queue in CallGuide it is technically transferred to a phone number leading to an IVR. To enabled a shortest route strategy, IVRs and extension locations connected to the same switch are collected in a so-called IVR group and an associated set of dedicated phone numbers leading to the IVR. In some CallGuide systems however, one IVR can be connected to several switches. This meant, in previous version of CallGuide, that all switches had to belong to the same IVR group and a call was routed without regards to preferred route strategy. This limitation was troublesome when the switches were placed in different countries leading to costly cross-country calls.

Transfer call to queue with extended routing is now supported in CallGuide IVR Enterprise solutions.

See e.g. Place contacts in queue

Unify IP 35G is the name of the new hardware telephones with verified functionality on Siemens HiPath/OpenScape

The statistic values for chat is slightly revised, as the agents' time in Status Chat is now including the preceding time, called ring time, just as for incoming calls.

The change makes the behaviour of chat more similar to the behaviour of incoming IVR calls.

See Time intervals for Chat

In UC-systems where there are custom fields in the company catalogues, you can now set different names to the fields in CallGuide per organisation area.

See System parameter tab Other, Before you use Person tab in Unifinder and the Configuration Instructions CallGuide Presence document.

You can now speed up the handling of emails in CallGuide Agent, using the new keyboard combinations.

Open the Mail reply window with CtrlAltR

Send your mail and close Mail reply using CtrlAltS

See Work with incoming email in CallGuide Agent and Use shortcut keys working in Agent

Support for new API functions in System Functions Interface, e.g. for looking up the descriptive name of a queue.

• To ease the training of new employees there are an increasing number of animated pictures describing features, such as on pages Log in to CallGuide Edge Agent and Interactions in Edge Agent
• There are new short instructional videos collected under Films, such as on pages Edge Pulse films, Edge Agent films and Classic Agent films. Additional films can also be seen on the YouTube channel for contact centre tools.

Minor security updates of CallGuide Admin, CallGuide Agent and CallGuide Pulse. Enhanced security in CallGuide Web SDK provided.

• Configure priority for a waiting list in CallGuide Admin.
• Sort contacts by priority in Edge Agent waiting lists.

In this section, you find an overview description of the existing compatibility in release 10.1 with earlier versions of Telia CallGuide.

In order to be able to fully use new functionality in in Telia CallGuide 10.1, you must use the latest version of each respective sub product. To facilitate upgrading from earlier versions to Telia CallGuide 10.1, backwards compatibility is offered. With Telia CallGuide 10.1 you can use CallGuide Agent from version 8.0, CallGuide Pulse from version 9.0, CallGuide Report from version 8.6 and CallGuide Edge Agent from version 10.0. With Telia CallGuide 10.1, you require CallGuide Admin 10.1.

For overall information about changed functionality and limitations in Telia CallGuide open interfaces, see Release Notes Open Interfaces and interface specification for each interface.

For a more detailed description of dependencies and version support, see release notes for the various sub products in Telia CallGuide, overall release notes for Telia CallGuide 10 and Site Environment Requirements documents for Telia CallGuide.