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B3Networks Academy Updates

Dear B3Networks Valued Partners,


As the curtains fall on 2023, our blog lights up with the brilliance of our latest release updates, celebrating the achievements and advancements that make this season of giving even more special.


As winter whispers and festive lights gleam, let the December tech journey commence!



Platform

License Model

App Model

 

Platform


Redesign Login Flow


In our ongoing quest for user-friendly experiences, we're excited to announce the redesign of our login flow, prioritizing flexibility and convenience. By default, users will find the familiar 'Sign in with Password' option, ensuring a straightforward entry into their accounts. However, recognizing the diverse preferences of our users, we've integrated the choice to elevate your login experience. Users now have the option to embrace the simplicity of 'Sign in with Google' or 'Sign in with Microsoft.' To enable these Single Sign-On (SSO) options, a quick and hassle-free process is in place—simply reach out to our dedicated B3 support team. This streamlined approach aims to provide a seamless transition between authentication methods, empowering users to tailor their login experience based on their preferences and security needs.




 

Validate Mail From Value


In addressing a specific case within our system, we've implemented a validation mechanism for the Mailfrom value to ensure its alignment with our defined parameters. Users are prompted to input a value for both Sender domain and Mailfrom domain, but with a crucial distinction. While flexibility is maintained, the Mailfrom value is subject to specific criteria for validation. It should be configured as 'mailfrom.domain.com' or possess a domain within the context of 'xxx.domain.com'. Notably, the use of the root domain 'domain.com' as the Mailfrom value is restricted. This validation process is designed to maintain precision and adherence to established standards, ensuring that the Mailfrom value aligns with the specified domain structure.



 

Enhance Dark Mode for Web Portal


This month we have another amazing web portal feature for our users. Portal now caters to individual preferences with both light mode and dark mode options, allowing users to choose their preferred visual style. It's all about personalizing your experience for maximum comfort and enjoyment.


 

License Model

 

Phone System - Support Audit for New Activities


This month, our phone system audit tab has been enhanced to support additional activities, allowing for more comprehensive checks on specific actions. Stay tuned for an upgraded auditing experience to ensure precise monitoring and oversight.



 

Phone System - Update Target Object Field


To enhance clarity, the "Target Object" field on the UI has been updated to "Affected Object." This modification aims to make the terminology more accessible and ensure a better understanding of the field's purpose.



 

Phone System - Bulk Configuration for Pre-Call Application


Exciting news! Our Admin Tools now support Bulk Configuration for the Pre-Call Application setting. This means that Owners and PS Admins can efficiently set up multiple extensions simultaneously, streamlining the process for enhanced convenience and productivity.



 

Phone System - Auto Callback for Phone System Extension


Introducing the Auto Callback feature tailored for a specific use case: ensuring every call is handled even when a user is busy on another line. This enhancement guarantees seamless call management, prioritizing accessibility and responsiveness in dynamic scenarios. Within the phone system extension, the option to enable either call waiting or call back is available. However, it's important to be aware that these two features cannot be activated simultaneously. This distinction ensures a streamlined and focused call management experience based on the user's preference.




 

Phone System - System Dialing Codes


To facilitate non-access portal users utilizing IP Phones, we've implemented a streamlined solution: a dedicated Dial Code. This allows users to effortlessly set Call Forwarding and adjust their status directly on their IP Phones, ensuring a seamless and efficient experience without the need for portal access.



 

Phone System - Randomize Caller ID & Update Outbound Call Settings


Introducing a dynamic feature that adds a touch of randomness to your Auto Attendant experience. Now, you can randomize the selected Auto Attendant numbers as caller IDs, impacting various scenarios. Whether it's normal outgoing calls, transferring externally, forwarding externally, or engaging in outbound campaigns through the Contact Center, this feature ensures a versatile and ever-changing Caller ID experience based on the assigned numbers. Stay flexible and spontaneous in your communication approach with this exciting enhancement.






 

Phone System - Speed Dial for Internal Extension


Great news! We're expanding our speed dial capabilities. Previously limited to phone numbers, the feature will now encompass extension keys, elevating its functionality. Now, users can simply press the designated key, initiating an automatic dial to the specified extension. This enhancement aims to provide a more versatile and efficient speed dialing experience, catering to both numbers and internal extensions seamlessly.




 

Auto Attendant - Enhance the Notification Template


Exciting updates to our email template! Admins will now find it easier to identify the approving organization for new call flows. We've added the Organization Name prominently. Additionally, for swift access and management, a direct link to the Auto Attendant page has been incorporated. These enhancements aim to streamline the approval process, ensuring clarity and efficiency for our valued administrators.




 

Auto Attendant - Enhance Call Transfer Logic


To address the current inconsistency in call handling, we've refined the logic for calls transferred from Auto Attendant (AA) to Extensions or Call Groups. This enhancement adheres to two guiding principles:

Auto Attendant Priority: When incoming calls are processed through the Auto Attendant, they will follow the designated Auto Attendant setup for call handling.



Fallback to Extension Settings: In scenarios where the Auto Attendant doesn't specify further actions for a missed call, the incoming call will seamlessly transition to follow the settings configured for the respective extension or call group.



By incorporating these principles, we aim to bring clarity and coherence to the call flow, ensuring a more intuitive and consistent experience for users.



 

Omni Channel - Add Inbox Name Column


We're addressing customer feedback by enhancing the viewing experience in both Customer and Me views. To provide a comprehensive overview, we're introducing an additional column—Inbox Name. This allows users to easily scan and identify the inbox names associated with multiple transactions at a glance, streamlining the workflow for improved efficiency and clarity.


 

Omni Channel - Enhance UI of Manage Contact


UI for Manage Contact is getting a consistent makeover. In the View popup, we're enhancing transparency by replacing the tick icon with "verified by <avatar> name." Icons will now precede each session label for quick identification. In the Edit popup, a user-friendly update includes divider lines between sessions (Phone Number + E-mail), creating visual clarity. Clicking on them expands or reduces details, providing an intuitive and streamlined experience.



 

Omni Channel - Focus Mode and Agent Capacities


To optimize agent performance and enhance user experience, a new solution has been introduced. With the implementation of Focus mode for incoming transactions, agents can now seamlessly handle both voice and chat conversations while maintaining a focused approach. When an agent is engaged in a call, they will not be assigned chats until the ongoing call and its wrap-up phase conclude. Conversely, if an agent is actively responding to a chat or managing multiple chat sessions, calls will be temporarily withheld until all ongoing chats are successfully concluded. The flexibility of Focus mode is customizable through the portal, allowing organizations to tailor their workflow. By default, agents can receive both calls and chats concurrently, offering a versatile and dynamic approach to managing customer interactions.


Capacity plays a crucial role in the auto-routing rule for ticket assignment to agents. While the auto-routing rule is designed to efficiently distribute tickets based on capacity, manual assignment can override this capability when necessary. This ensures flexibility and adaptability in the ticket routing process, allowing for manual interventions when specific requirements or considerations come into play.






 

Omni Channel - Make a Callback from a Transaction


Introducing the callback feature for unassigned transactions! Agents now have the capability to initiate a call directly from a transaction, ensuring efficient follow-ups.

This callback feature is applicable across all types of transactions, providing a seamless and integrated solution for supervisors to monitor and manage unassigned transactions effectively.






 

SIP Trunk - New UI/UX of Caller ID


Announcing the introduction of the Main Trunk Number—a view-only display showcasing the initial number assigned to the SIP trunk. In cases where a SIP Trunk account is assigned multiple numbers, the system now detects the first assigned number as the designated Main Trunk Number.

Additionally, we're unveiling a novel concept: Default CallerID with Two Categories. This feature offers flexibility in choosing the callerID based on two distinct categories:

SIP Trunk Numbers:

  • Private numbers assigned to the SIP Trunk (e.g., +6566xxxxx).

  • Enables customization for outgoing calls originating from the SIP Trunk.

Auto Attendant Numbers:

  • Numbers assigned to Auto Attendant.

  • Facilitates tailored callerID settings for outgoing calls triggered by the Auto Attendant.

This innovative approach allows for a more nuanced and customizable callerID experience, empowering users to manage and personalize their outgoing call representations based on the specific category.




 

Developer Hub - Centralize limit display into overview page


We're streamlining the user experience by centralizing all limit information onto the Overview page. As part of this enhancement, limit details will be removed from the Open API and SMPP pages. This consolidated overview ensures that users have a comprehensive and centralized view of limits, promoting clarity and ease of access.






 

Communication Hub - Limit Supervisor Edit Form


A modification in logic has been implemented for assigned calls, refining the transaction handling process. Now, only the user actively managing the transaction possesses the capability to post or edit the associated form. This adjustment ensures a more secure and streamlined approach, allowing for precise control and accountability in the handling of transactions.







 

Communication Hub - Support Download Report Breakdown by Time


Exciting news! We've expanded our reporting capabilities to include the User Performance Report and Call Performance Report, offering a detailed breakdown by time. Users can now download these comprehensive reports, providing valuable insights into performance metrics with a time-centric focus. Stay tuned for enhanced visibility and analytics tailored to your specific time parameters.






 

App Model


Virtual Line - Enhance Call Transfer Logic


To address the current inconsistency in call handling, we've refined the logic for calls transferred from Virtual Line (VL) to Extensions or Call Groups. This enhancement adheres to two guiding principles:

Virtual Line Priority: When incoming calls are processed through the Virtual Line, they will follow the designated Virtual Line setup for call handling.



Fallback to Extension Settings: In scenarios where the Virtual Line doesn't specify further actions for a missed call, the incoming call will seamlessly transition to follow the settings configured for the respective extension or call group.



By incorporating these principles, we aim to bring clarity and coherence to the call flow, ensuring a more intuitive and consistent experience for users.


 

Bizphone - Enhance SIP Password Security


In a security enhancement, we've updated the SIP password protocol. The "Copy IP Phone SIP Password" icon has been removed for heightened security. Users are now exclusively permitted to reset their password. After the reset, the password will be displayed once for the user to copy and store securely. Following this display, the SIP password will no longer be visible on the portal, reinforcing the confidentiality and safeguarding of sensitive information.



 











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