In the Q1 '23 release we made a new version of the ContactPad user interface available. This new version improves usability, the control of conference calls, and the display of multiple simultaneous interactions. Currently the new version is available only on request or to new customers, but it will be available to all customers in the future.
The new interface includes the following features:
Icon buttons instead of text buttons.
Interaction cards that clearly show meaningful information about each interaction that an agent is handling at any time.
Channel-level controls that enable an agent to control each channel in an interaction. New ContactPad provides controls for putting individual channels on hold
, retrieving channels 
(retrieving a channel can initiate a conference with a third channel), alternating between original and consulted channels 
, and releasing 
individual channels. Previously, ContactPad provided much of the same functionality, but it wasn't always obvious which channels were being controlled.- Ability to switch from a consult to a conference and back again. Previously, when an agent started a conference there was no way to go back to a consult. Putting a channel in a conference on hold removes them from the conference. Retrieving them brings them back.
- Ability to manually release individual participants from an interaction. Previously the participant had to leave the interaction themselves.
- Reduction in wasted space to make it easier to show multiple interactions.
- Interactions with the same conversation GUID are grouped with a colored sidebar to indicate that they are associated.
For more information about these features, see Overview of ContactPad (pilot documentation) and Making and receiving calls in ContactPad (pilot documentation).
Limitations
The following features are not available or do not currently work in the new ContactPad user interface:
- Taking Salesforce notes within ContactPad — not available. This feature will be retired shortly.
- Accessing call GUID for previous interaction — currently you can only access and copy the unique identifier for the current interaction. You can no longer access the identifier when the interaction is complete. The ability to access the identifier after the interaction, before your next interaction, is coming soon.
- Call parking — this feature is currently in test and will be coming soon.
- Support for French and Spanish — currently there is only partial support for French and Spanish. Full support for French and Spanish is coming soon.
- Parking and retrieving cases is not currently available.
- Mixed mode case interrupting — interrupting is not supported for accounts using a mixture of the new and old Contactpad interface; a complete migration to the new interface is required.
- Visibility of Microsft Teams and VBC interactions — interactions synced as part of the MS team and VBC presence sync are not clearly marked as non contact centre calls.
- Alternate between customer and interaction plan during consult — during a warm transfer through an interaction plan, agents are unable to alternate between the interaction plan and the agent until a second agent connects.