Features and Enhancements

V10.3 includes various changes required to support user compliance with the Payment Card Industry (PCI) Data Security Standard (DSS). This includes

• Secure access control to Softdial Contact Center™'s administration features using Secure Sockets Layer (SSL)/ Transport Layer Security (TLS)
• Secure encryption of sensitive logging data whether input by DTMF data, agent based audio capture or speech recognition
• Scriptable recording pause / resume control to prevent recording of cardholder data. See Start Mute Recording, Stop Mute Recording.

Sytel have issued a Statement of PCI DSS 2.0 Compliance for users of Softdial Contact Center™.

One of the major highlights of V10.3 is that it lays the foundation for a fully web client enabled architecture (see Softdial Web Client Architecture). Based on PHP and the Apache web server technology, this new accessible architecture brings a host of new integration and expansion opportunities to Softdial Contact Center™ users and integrators.

The key to this powerful new feature is the HttpSDMPBridgewhich, as the name suggests, bridges the proprietary SDMP message protocol of Softdial CallGem™ to the standard HTTP protocols used by web client applications.

Initially, V10.3 includes the Web Client, together with a set of administrator tools for hosted providers such as

• importing customer lists to the campaign database (see Importing a List)
• adding and commissioning new tenants
• managing tenant Softdial Publisher and Softdial Reporter™ instances

V10.3 supports both the Web client and the previous Windows client. Most (but not all) of the features of the Windows client have been ported to the web client at release.

The web client will become the primary Softdial Campaign Manager™ client technology for the future and will be progressively enhanced to provide all of the current Windows client functionality (available from V10.5).

Future developments will also be focussed on the web client technology, with the Windows client version eventually becoming obsolete.

This new web service allows tenant users to upload their own CSV-formatted file to a database table over HTTP. An existing database table list may also be exported to a CSV file. The list import/ export features are accessed from the Web Client.

An API is also available for users to integrate the List Import / Export feature with their own or third party applications.

(For more details, see Importing a List and Exporting a List)