This spring we are releasing the following features:
...
Currently, when an agent clicks to dial a telephone number that includes an extension number, the call fails. This issue occurs in both NewVoiceMedia in Salesforce and Connect. From Spring '19, when an agent clicks to dial a number with an extension, NewVoiceMedia will dial the number that appears before the extension. The agent can manually dial the extension number when they are successfully connected to the number. In addition, NewVoiceMedia correctly link the call to the Salesforce record that the agent clicked to dial from.
| Note |
|---|
Click to dial extension support relies on the correct format being used for numbers in phone fields. NewVoiceMedia identifies the extension number when separated from the main number by an unexpected character. Unexpected characters are non-numeric characters, such as letters or symbols excluding space, hyphen, plus sign, period, and parentheses. |
Lightning parity for NewVoiceMedia in Salesforce and Connect admin
Spring '19 includes a number of changes for Salesforce Lightning users. These changes ensure that NewVoiceMedia features work as well in Lightning Experience as in Classic. Log a Call and Connect admin features functionality in Lightning Experience are in now consistent with those that in Classic.
Lightning softphone pop-out
...
Using Salesforce's Lighting Setup Flows for NewVoiceMedia, from Spring '19, users can install NewVoiceMedia into Salesforce from within their existing Salesforce org. Lightning Setup Flows simplify and automate initial configuration steps for getting started with NewVoiceMedia in Salesforce.
Log a Call enhancements
...
Spring '19 includes the following enhancements to logging a call:
- Administrators can now include the task subject field in the Log a Call area
...
- . Agents can
...
- update the subject for the call they are logging; this subject appears in the corresponding task record enabling agents to quickly
...
- deduce the context of historic activity.
- NewVoiceMedia can copy notes provided in Log a Call to the task record
...
- Comments field without any custom workflow, triggers, and so on.
- Occasionally NewVoiceMedia fails to create a task after a call, generally in Salesforce orgs running a large number
...
- of competing processes. Failing to create a task results in losing the information provided by the agent in the Log a Call area. From Spring '19, in case of failure, NewVoiceMedia tries again to create the tasks. If this automatic retry fails, NewVoiceMedia logs the reason for failure and saves the information originally logged by the agent. Administrators can
...
- report on, understand and resolve the reason for failure
...
- . They can then manually rerun the
...
- retry task creation process.
User Admin improvements
Bulk action enhancements: add/clear all, all read/write
...
Conversation Analyzer enhancements
The Spring '19 release includes the following Conversation Analyzer enhancements:
Skip short calls
If enabled for your account, you can configure Conversation Analyzer to not process short calls. Short calls are those that are shorter than your configured threshold.Rule party flexibility
Previously the party—the person identified as saying a word or phrase in a configured rule expression—could be either customer or agent. Now you can configure a rule expression to identify either the customer or agent as saying the word or phrase.Custom dictionary (word hinting)
The custom dictionary allows you to specify words that are not common for the language you're using, but are common for your use case. For example, you can specify your product or brand names, locations and so on. Custom dictionary is currently only available in US node and for language en-us. The dictionary helps improve the quality of transcripts.NewVoiceMedia Conversation Analyzer Analytics
Currently, in combination with Advanced Reporting and Statistics, you can use Salesforce reports to analyze Conversation Analyzer data. From Spring '19, you can use NewVoiceMedia Conversation Analyzer Analytics to gain business insights by analyzing your Salesforce CRM data seamlessly with data from your NewVoiceMedia account and from Conversation Analyzer. This integration provides you with a better understanding about what conversations are being had and when.
NewVoiceMedia Conversation Analyzer Analytics for Salesforce is built upon Salesforce Einstein Analytics.
...