SPEECH RECOGNITION
The range of PhoneUP speech recognition subsystems has been expanded. Now, depending on the language and the type of calls being recorded (phone, microphone, radio, etc.), the recognition module that most accurately transcribes audio recordings into text can be used.
AUTOMATIC NEW CONVERSATION NOTIFICATIONS
Customizable automatic email notifications for new call recordings that meet specific criteria are available (for example, call recordings with negative language or insults, key words and phrases).
DESKTOP ANALYTICS MODULE
The Desktop Analytics functionality for contact centers has been separated into its own module and enhanced with new reports:
-
The extended processes and applications report by various call segments.
-
The new "Top processes report".
CALL RECORDING MODULE ENHANCEMENTS
-
User account management: managers can now administer user accounts within their department.
-
Excel export of recording lists provides data for custom reports on the number of recorded conversations.
-
Voice recording notification (for Cisco UCM).
-
API for metadata enrichment.
-
Hold period indication.
QUALITY MANAGEMENT MODULE ENHANCEMENTS
-
"Score down" evaluation.
-
Expanded sampling filter in the expertise scheduler.
DESKTOP AND PROCESSES ANALYTICS
-
The “Process” entity has been introduced, grouping specific applications or application sections. You can now analyze agent time spent not in a specific application, but within a defined “Process” (e.g., “CRM work,” “Knowledge base,” “Call logging,” etc.).
-
Process analytics have been added – you can now compare agents and agent groups based on the time they spend on specific processes.
Working with “Processes” allows you to detect anomalies (for example, one group of agents spends twice as much time in the Knowledge base as others) and then analyze the reasons for these anomalies in detail.
SYSTEM
-
Improved user synchronization with AD/LDAP – PhoneUP now automatically changes user settings in the following scenarios:
— a user is deleted in AD, and a new user appears with the same phone number,
— an existing AD user’s phone number has been updated,
— an AD user’s phone number is assigned to a new employee.
This simplifies the work of system engineers, relieving them from routine PhoneUP maintenance tasks.
SCREEN RECORDING
-
Screen recording without call recording – the PhoneUP screen recording module can now be used in integration with a third-party recording system or for recording the screens of text channel agents.
-
Recording triggered by contact center platform events – screen recording now works correctly when using SIPREC call recording, where the SBC lacks information about the call lifecycle (IVR –> queue –> agent distribution).
QUALITY MANAGEMENT
-
Improved “Evaluation volume” report (grouping by periods is now available).
-
User group and score filter added to the evaluation list.
-
Supervisor comments can now be assigned to specific questions (not just the entire dialogue).
-
All analytical report diagrams can be copied to the clipboard for subsequent use.
New “Voice transcription” module is introduced which can be integrated with a 3rd party ASR engine to transcribe recorded calls.
Once the recordings are transcribed, PhoneUP provides:
- Full-text search - to find the required recordings
- Text transcription within interaction player - to quickly scan a text rather than listening to the call
- The Filter Pane is improved to allow save filters for further use
- Full-text search query is included in the Filter Pane
SCREEN RECORDING
- Screen recording download available.
QUALITY MANAGEMENT
- Review scheduler improvements
- QM reports improvements
- Questionnaire visibility rules
- Questionnaire calculation rules
- Drill-down feature makes QM reports interactive allowing you to expand/collapse the report content to examine it in details
- on-premise storage for Zoom Phone recordings
- role-based access
- audit trail
- retention policy
- media encryption
- Media encryption – to comply with PCI DSS and GDPR
- Monitoring tool
- Transcoding support in media lifecycle engine
- Configurable questionnaires
- Review scheduler
- Agent evaluation
- QM reporting
Integration with Audiocodes SBC
- supported OS: Ubuntu, RedOS, Astra Linux, CentOS, Red Hat, Alt Linux
- DB - PostgreSQL
- technology - Docker
- failover - cluster Docker Swarm mode
- support for geographically dispersed installation with multiple registrars/repositories
- Cisco - BiB
- SPAN/RSPAN
- importing records from third-party systems
- Supported codecs: G.711 a-law/mu-law, G.729, G.722, G.722.1, Opus, iLBS
- Cisco UCM
- CUCM Express
- Avaya Aura (SPAN)
- Any PBX with SPAN
- integration with AD (no SSO)
- role constructor
- access control to records at the operation level
- On recorder level and specific for user
- WAV/MP3 support
- recording rules
- mono or stereo
- minimum length of a conversation to record
Searching and sorting recording
Playing Recordings
- Simple player for fast listening
- Advanced player (wave form, sound balancing, speed control etc)
Lifecycle of media data
System Usage Reports
Live monitoring and coaching module is updated with Finesse gadget for supervisor
Normally the quality management in a contact center is based on a call recording feature. Once the call is recorded a supervisor listens to it and evaluates the agent performance. This means that the agent has to make mistakes prior to be trained.
With the updated Live Coaching module you can coach your agents on the fly:
- the supervisor uses a Finesse gadget to view the agent calls live along with customer names,
- the "silent monitoring" feature allows supervisor to listen to the call live,
- when needed, a supervisor switches to the "whisper mode" and corrects the agent without customer hearing.
Besides that, PhoneUP 4.16 has the following updates:
- a channel-based licensing is introduced which does not require to configure every single line to be recorded - best for recording non-CUCM segments;
- AdoptOpenJDK (JRE 11) is integrated;
- external number masking is implemented to hide client phone numbers from agents;
- REST API allows to fetch recordings by Cisco Call ID.
- PhoneUP x86 is announced end of sale; only x64 architecture is supported starting from PhoneUP 4.15
- Oracle JRE is replaced with AdoptOpenJDK 8
- Log4j is replaced with Apache Log4j 2 which allows to change the log level without restarting PhoneUP components
- PhoneUP is supplemented with Log Collector script to facilitate the process of collecting logs and improve the tech support
- Media life cycle engine is improved with monitoring features
- Phone number masking is supported for groups of users
- G722.1 support
- iLBC support
- Integration with UCCE
- Integration with UCCX/UCCE allows to configure parameters to be extracted
- Encrypted calls (CUCM Restricted) recording support
- OPUS codec support