Dear B3Networks Valued Partners,
Welcome to the Feature Update for October, your gateway to the forefront of technological evolution happening at B3! In the fast-paced realm of technology, change is the only constant, and innovation is our daily bread. As the digital world continues to shape-shift and redefine itself, let us be your navigators through this enthralling journey.
App Model & License Model
Channel App - Limit Buyer Tag to 3
This month we’re introducing a limitation on the purchase of Buyer Tags for our Channel App. In order to unify all Buyer Tags in the same keys and report, users will not be allowed to add more than 3 Buyer Tags. This will aid our Partners in improving customer engagement and overall business operations for their organizations.
Manage Organization - Audit - Support Audits for New Activities
Audit feature helps organizations maintain data integrity, improve security, and enhance transparency in their customer management processes. We are therefore constantly upgrading and modifying this feature to integrate more actions in our system. This month we’ve incorporated the below stated activities in the Audit tab so that our users can manage their business processes and day-to-day operations in a better manner.
Manage Organization - Default Outbound Call Rule Inheritance
Now our users can define outbound call rules at the domain level with automatic inheritance for all customer organizations under that domain. This is a strategic and effective method for managing compliance and standardization in a multi-organization environment. It offers the benefits of centralized control and oversight while still allowing for flexibility and customization if needed.
Furthermore, customer organizations under the same domain will inherit the Rule Template from the domain. Users can modify the imported Dial Plan and Country Whitelist rules to suit their needs. However, the domain rule will only be used if these organizations don't already have their outbound call rule configured. If a particular organization has its own rules, those rules will be applied rather than the Domain Outbound rule.
Phone System - Usage Limit for Outbound Call Duration
Kicking off this month, our outbound call duration has a cap in order to standardize our phone system procedures. Owners & Admins of the organization are allowed to set the duration for the Usage Limit for Phone System Extensions (without the Contact Center license assigned). On the first day of the subsequent month, this limit will automatically reset. Moreover Contact Center users will not be allowed to set up this limit as the ability to toggle on/off will be disabled in the system.
We’re back again with some amazing feature enhancements for our Omni-Channel, with an aim to provide a unified and practical experience for our customers, ultimately leading to increased customer satisfaction, loyalty, and retention.
Let’s explore these updates one by one!
Contact Center - Merge In-Call Action and Call in Queue Ended
For consistent user-journeys and enhancing user-experience, the In-Call Action and the Call In Queue Ended features are now merged under a new tab “Post Call Actions”. Since both the SMS and the IVR survey are initiated after the users hang up the call, the goal is to create consistency in the user-flow from the customer's perspective.
Convergence of these features will aid our users in developing a consistent process for post call tasks, which are essential for maintaining communication, keeping records, and delivering on customer expectations. This will eventually result in a positive customer experience in the long-run.
Live Chat - Deactivate & Reactivate a Widget
For live chat, we have introduced another effective & customizable feature for our users. Users now have the option to temporarily deactivate and then reactivate the chat widget without having to change the website script. With this upgrade, our users will be able to provide their website visitors with a more flexible and personalized browsing experience.
Live Chat - Support to Delete an Inbox
Similar to call type inbox, our users can also delete a live chat inbox now. However, it's essential to be cautious when deleting a live chat inbox because once you delete an inbox, the chat widget will be deactivated as well. Only if the widget was momentarily deactivated, may it be reactivated. The ability to reactivate the chat widget is gone when an inbox is deleted.
Verify Customer Contact via Agent
Previously, when a customer started 2 transactions, one verified and the other unverified (by the system), the system would consider them as two different transactions, belonging to 2 different customers. From the agent’s view, the agent would see 2 customers, each having 1 transaction.
We now support a new functionality that allows agents to confirm customer contact in order to aggregate all chat transactions into a single customer view. This feature will group the transactions with the same contact detail together and allow the agents to update/add new contact fields by clicking on “Manage Contact” button highlighted below.
CPaaS DNC - Validate e164 Format When Uploading Files
Maintaining the same format while uploading files is important for consistency, searchability and efficiency within the data of your organization. Using the same format also simplifies version control and allows more effective quality control. Keeping this in view, we now support the “e164” format for all the files being uploaded under Bulk filtering, Company blacklist/whitelist and Personal whitelist. If some numbers have a mismatched format, users will not be allowed to upload the whole list and will be prompted via pop-up on the screen.
App Model & License Model
Update Yealink Firewall Details
This month we have an update for the Yealink firewall details for our Partners using both App Model & License Model. In order for customers of IP Phone Auto Provisioning to properly utilize the service, Yealink has introduced additional servers and mandates that users add new IP addresses to their firewall. Users can view the IP addresses for both App Model & License Model by following the steps below.
Go to Bizphone
Click on Setting
Click on IP Phone
Select Firewall Info
Go to the section “Yealink Provision Server”
In this section you will be able to view the IP addresses
Go to Phone System
View - System
Click on IP Phone Management
Select Firewall Info
Under Firewall Information section, go to "Yealink Provision Server"
You will be able to view the IP addresses from here