• If you in ACE Interact are chatting with a customer you can add an additional chat participant, with or without using video features.
• The invitation enables an invitation link, with two distribution options:
• Send the link to the participant as an Email in ACE Interact.
• Copy the link and paste it into e.g. an Sms in ACE Interact.
• The invitation function is supported by the reference chat client for both text chat and video chat. When the participant follows the link in a web browser, the participant is connected to the ongoing chat. If the chat is in video mode, the invited participant will automatically be offered to enter video.
• You can tell the difference between the different participants' chat entries, by their names and by the different colours of their texts, both during chat and afterwards in Interactions in ACE Interact.

Here the agent's view, with customer Johan in the middle, the agent to the left and the invited participant to the right.

• How to work in ACE Interact is described in Invite an additional participant to join the chat.
• For basic information see Inviting an additional participant to an ongoing chat
• To administrate invitation of additional participants to a chat, see Chat and video with more than one participant.

SMS can be written at any time, regardless of you status in ACE Interact.

• During a call in progress you get a pre filled phone number.
• To add more than one recipient, use , or ; between the numbers.
• For a more correct content you can Use Quick texts # and Spell check.

See Sms in ACE Interact.

You can now handle preview campaigns in ACE Interact.

• In Queue status the active campaigns are seen with an arrow icon and the ones you will not get new records from right now is seen with a pause icon.
• Set feedback based on the configuration per organisation area.
• The Ring back personally option turns the general campaign record into your personal record.

See Campaigns in ACE Interact.

• Support for Microsoft Edge, with EdgeHTML version 17, in ACE Interact.

• Each guide can have more than one information owner. See Administrator's view.
• Get an alert if the expiration date has passed. See Create a guide.
• See version history, and view any previous versions. As each guide can have more than one information owner you also see who published each version. See Continue working with and translating guides.

• New smart layout for easier navigation.
• Choose Search and show if you want the result of an automatic search expanded for the incoming contact. Search will keep the result minimized.

  

• Enhanced help in the Change password card.

  

• Set Answering location to use ACE Connector for Skype. See When the switch is Skype for business

See ACE Agent default settings.

• New layout and new structure.
• Filter. Search topics about all applications or choose one application to narrow down the search result.
• New sections for Training.
• F1 in ACE Admin gives context sensitive help.

The following dialogue flow features are added to ACE Admin.

• When creating a new dialogue flow, you can preview the content. See Add, copy and remove dialogue flow.
• Choose drop method in Drop objects.
• Select which strategy is to be used in Routing object.
• How the DTMF buffer is to be handled is set in menu objects. See Menu object - Settings for DTMF input.
• If a switch object is controlled by a schedule, the Info column in the dialogue flow window shows the name of the schedule. See Dialogue flows – main window.
• Which objects refer to a start object are seen in new tab References, in the Start objects window.
• Specify whether the phrase is a recorded audio file, or generated from a call parameter. See Phrase objects.
• It is possible to see the customer and start object for Customer objects.

Also see Basics about flow objects.

• Release timeslot for callbacks already called by agent ahead of schedule.
• The feature for releasing time slots is enabled by a setting in ACE Admin. See Release appointments for re-use.

Also see Best practice for handling callback appointment schedules.

The icon seen in email cards opens a separate browser tab where the ACE Interact user can manually print the email using the browser's built-in functionality.

Also see Email in ACE Interact.

To use the new functionality in Telia ACE 14.0 you need latest version of each respective sub product.

The following versions are compatible with ACE 14.0:

• ACE Admin from version 13.0
• CallGuide Agent from version 8.0
• ACE Agent from version 12.0
• CallGuide Pulse from version 9.0
• ACE Pulse from version 12.0
• CallGuide Report 11.0
• ACE Report from version 12.0
• CallGuide Edge Agent from version 10.0
• ACE Interact from version 12.0
• CallGuide Edge Pulse from version 11.0
• ACE Monitor from version 12.0

Functionality and limitations in Telia ACE open interfaces is described in Release Notes Open Interfaces and the Interface specification document for each interface.

Dependencies and version support is described in:

• Overall release notes for Telia ACE 14.0.
• Release notes for the various sub products.
• Site Environment Requirements documents.

• Secure Connect
• E-sign - 20 Users
• E-sign - 75 Users
• E-sign - 250 Users