Features and Enhancements
V10 of Softdial Contact Center™ contains a raft of major enhancements over V9. Sytel's intention in releasing V10 is to open up new opportunities for our existing customers as well as providing the features, resilience and performance required by ASPs and larger call center enterprises.
Major new features in V10:
- Multi-tenant architecture with strict security and landlord management controls
- Full inbound ACD and automated blending support
- New Softdial Scripter 2 application for fast and easy script design and deployment
- TDM, IP or hybrid TDM/ IP Softdial Telephony Gateway™
- Extended API (SDMP 2.0) for improved integration options, initially for Softdial Campaign Manager™.
- With new Linked Campaigns feature, Softdial Campaign Manager™/ Softdial CallGem™ now supports data feed from multiple database sources for a single campaign.
- From V10.1 -
- Softdial Campaign Manager™ inbound campaign data integration and lookup (screen pop).
- New (SDMP 2) Softdial Campaign Manager™ API allows 3rd party integration with Softdial Campaign Manager™.
- Softdial Scripter™ 2 support for custom designer controls.
- Production release of Softdial Reporter™ 2 and Softdial Publisher.
- Support for usage licensing.
These features are further described in the other V10 Highlights pages.
Other Enhancements:
Softdial CallGem™ Call Control Model
- Inbound call routing. Direct dial in. Hunt group support circular, round robin, priority and longest idle (wait). Seamless support for ACD and non-ACD agents on inbound.
- Automated call blending support (Inbound > Outbound and Outbound > Outbound).
- Supervisor control of agent movement between campaigns.
- Ad-hoc Preview calling in idle (unavailable mode) and during wrap on ACD calls.
- Support for first-party call control functions; Call Transfers, Hold, Mute, 3-party conference.
- Improved monitoring and coaching functions.
- Support for Agentless outbound campaigns (where regulations allow).
- Configurable default call timeouts for different types of outbound campaign.
- Turret Management. The ability to tie together a number of agent extensions (typically on a multiple call appearance phone) into a single agent turret, with rules governing station nailup and multiple call presentation.
- Call Recording control. First-party and third-party interfaces, as well as global overrides.
Softdial CallGem™ Management and Monitoring
- A critical event monitoring API has been introduced to Softdial CallGem™ enabling third-party applications to receive real-time notification of system-critical events.
- Enumerate Telephony [ET] transaction - Allows third-party applications to capture telephony events in real-time.
- Updates to realtime viewer; support for multiple host connections, changing tenant on-the-fly and double-buffering to improve screen refresh rates.
- Inbound queues show as separate campaign - real time view of queue members and stats.
- Real time trunk monitoring utility to enable telecoms engineering staff to perform line state monitoring and troubleshooting.
- Console extended to support managing all Softdial services.
Softdial Telephony Gateway™
- Changes to support implementation of all of the new Softdial CallGem™ call control features
- Full Call Progress Analysis using a combination of in-band and out-of-band signalling, as well as AMD.
- Support for leaving answer machine message upon answer machine greeting complete.
- Ability to set outbound CLI by campaign or by call.
- Updated configurations for UK and US SIT tone detection for improved support in non ISDN and mixed signalling environments.
- Support for persisting raw ISDN clearing causes against a call record.
- Ability for third-party application to determine call recording filenames.
- Trunk in/ out of service management.
- Support for AT&T Natural Voices Text to Speech engine
- Support for Aculab Prosody X boards
Softdial Campaign Manager™
- Support for Agentless campaigns.
- Changes to support third-party applications updating the host database.
- Database failover support.
- Setting CLI by campaign.
- Setting preview and breather timers on preview campaigns.
- Dynamic Call Progress settings (AMD etc) during campaign run
- Dynamic selection of Abandon Message and Machine Message during campaign run
- Dynamic cache size adjustment during campaign run
Softdial Reporter™ 2
- Softdial Reporter 2 is based on an entirely new XML based reporting client providing comprehensive real time and historical call center performance statistics within a simple, user configurable layout controller.
- Reporting files are now produced by the new XML/ web service based Softdial Publisher service which replaces the previous Reporter SQL Processor. Publisher is a highly configurable Transform Engine with an XQuery/ XSLT based rules engine which allows the user to generate reports using a Rules wizard.