|
Release Name |
CX5.7.0 |
|---|---|
|
Release Date |
|
|
Release Summary |
Introduces voicemail for private advisor workflows, a unified outbound interaction to consolidate voice, SMS, and WhatsApp into a single workspace in AgentDesk, and campaign priority controls for outbound dialing. The SMPP Connector now self-configures its channel settings on every startup, eliminating manual reconfiguration after restarts. Additionally, fixes an issue where embedded images in inbound emails from Microsoft Exchange and Gmail were not rendered in AgentDesk. |
🚀 Deployment & Upgrade
|
Scenario |
Guide |
|---|---|
|
Deployment Guide |
|
|
Upgrade from CX5.5.0 |
New in CX5.7.0
AgentDesk
|
Feature |
Description |
|---|---|
|
Enables agents/advisors to review customer voicemails in AgentDesk when a private advisor is unavailable, on another call, in the Not Ready state, logged out, or after ring-no-answer (RONA). The customer leaves a recorded message; the agent/advisor is notified and can listen from the Voicemail Mailbox. |
|
|
This lets agents proactively initiate Voice, SMS, and WhatsApp engagements from a single view in AgentDesk; no more switching between separate UIs per channel. |
Outbound Campaigns
|
Feature |
Description |
|---|---|
|
Supervisors can now assign priority levels to outbound campaigns in Unified Admin, allowing the dialer to execute higher-priority campaigns before others when multiple campaigns run simultaneously. Contact centre teams gain finer control over campaign sequencing, ensuring time-sensitive or high-value campaigns reach customers first without manual intervention. |
Channel Connectors
|
Feature |
Description |
|---|---|
|
Enable Automatic Channel Type Configuration in the SMPP Connector |
The SMPP Connector now automatically retrieves and applies its Channel Type configuration on every startup, with no manual steps required after a restart. Administrators no longer face service outages caused by a lost configuration after a connector restart. SMS-to-chat availability is maintained continuously without any post-restart intervention. |
Bug Fixes
|
Feature |
Description |
|---|---|
|
Fix Broken Image Display in Inbound Emails |
Issue: AgentDesk displayed broken image placeholders instead of rendering embedded images from inbound Microsoft Exchange and Gmail emails, preventing agents from seeing the full content customers sent. Resolution: AgentDesk now renders embedded images from inbound emails inline, giving agents full visibility into all image content exactly as the customer sent it. |
✅ Compatible with
This release has been thoroughly tested with various environments and tools.