🚀 Shape Elevating Your Technology
Continuously innovating with 1,000+ updates this year!
No Hold Transfer
We've introduced a seamless no-hold transfer feature. This system brings in a new agent silently—without any ringing or hold music—while the original agent and client are on the call. The original agent can then introduce the new agent and smoothly exit the conversation, ensuring a seamless transition and an enhanced customer experience.
New Feature
Hold Music
We've enhanced our system with hold music and a voice prompt. This informs customers that they will be on hold during warm transfers, conference calls (merge), and while using the call waiting hold and accept features. This ensures customers are kept informed and entertained during any brief waiting periods.
Update
Transfer Groups
Introducing our new "Transfer Group" feature, designed to streamline your call transfers. You can now save the names and external numbers you dial frequently, allowing you to select them quickly without manually entering the number each time. Manual entry of external numbers is still supported for flexibility.
New Feature
Call Waiting
With our new Call Waiting feature, if you're on a call and receive an incoming call, you can manage it just like on your cell phone. You have the options to end the current call and accept the new one, put the current call on hold and accept the new call, or decline the new call. No more missing important calls while you're on another line.
New Feature
Phone UI Updates
We've significantly enhanced all of our phone UI screens. Some highlights include:
- Local Presence Highlighting: When local CID dialing is enabled, the local presence option is prominently highlighted.
- Availability Indicators: During call merges or transfers, the system now shows if the user is "online," preventing attempts to transfer calls to unavailable users.
- Clear Call Outcome Indicators: Improved visual cues indicate whether call outcomes are required, complete with detailed instructions.
Update