Release notes

RELEASE 4.16 - Apr 13, 2022

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.

RELEASE 4.15 - Feb 8, 2022

  • 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

RELEASE 4.14 - Apr 30, 2021

  • Integration with UCCE
  • Integration with UCCX/UCCE allows to configure parameters to be extracted
  • Encrypted calls (CUCM Restricted) recording support
  • OPUS codec support

RELEASE 4.12 - May 19, 2020

  • Call Recording – advanced player with wave form, speed and balance control
  • Core - Workstation mapping validation
  • Other minor fixes and improvements

RELEASE 4.11 - Nov 29, 2019

  • UI for Cisco Jabber (desktop and mobile) start/stop/pause/resume recording
  • UI for Cisco Jabber (desktop and mobile) to access/search/play recordings
  • API for integration with 3rd-party software (CRM, speech analytics etc)
  • Tagging feature
  • Media Life Cycle can now copy recordings to another PhoneUP instance
  • Media Life Cycle can now apply access settings when copying/moving recordings to another PhoneUP