WMS 6.03 News

In this blog article, we present what is new in the WMS version 6.03. In particular, we will talk about x-hoppers and its integration with Veesion, Cloud Analytics, x-caracal, sync of user presence status from Microsoft Teams to Collaboration/ x-bees, security updates, new videoconference APIs, and much more. The full changelog is available by this link: https://wildix.atlassian.net/wiki/x/AQDIAw

Watch the video that covers all the important features and updates delivered in WMS 6.03:

x-hoppers

With this release, we deliver several changes to x-hoppers, our Complete Retail Headset System:

1. Added the possibility to increase x-hoppers volume in case of noisy environments which addresses the difficulty of hearing participants in a conference call due to external noise.

2. Added the possibility to transcribe the content of x-hoppers conference and post it in x-bees conversation which keeps track of all the chats between shop assistants and keeps managers and people working in shifts posted on what is happening in a shop.

Documentation: x-hoppers Documentation.

Veesion integration with x-hoppers

With this release, we continue developing the integration with Veeesion, the company that develops AI systems focused on detecting thefts.

To effectively manage and respond to security alerts, we add automatic posting of Veesion alerts to x-bees conversations. Alerts containing critical information such as alert type, date, time, camera IP, ID of the camera and group, as well as video attachment, are automatically sent to x-bees conversation. This allows for immediate notification of relevant parties and quick response to security alerts.

Documentation: x-hoppers integration with Veesion.

Cloud Analytics (CDR-View 2.0)

We are excited to announce the release of a new feature in Collaboration - Cloud Analytics (CDR-View 2.0). With Cloud Analytics, you can use advanced reporting and analysis capabilities and configure scheduled reports. To use this feature, ACL rules must be set in WMS to allow users to access and view analytics data.

Cloud Analytics covers all the functionality of the previous CDR-View feature, and as such, no further updates for CDR-View are planned.

Documentation: Cloud Analytics (CDR-View 2.0) in Collaboration.

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teams4Wildix Integration

In a business setting, it can be challenging to keep track of team members' availability and presence status across different communication platforms.

With the added possibility to sync user presence status from Microsoft Teams to Collaboration/ x-bees, you can now see your team members availability in real-time. For example, if a team member is marked as "busy" on Microsoft Teams, others in Collaboration/ x-bees would know not to disturb them and can opt to reach out to someone else who is available.

x-caracal

With this release, we deliver several changes to x-caracal, our all-in-one contact center analytics solution:

1. ACL rule "Can/Cannot use x-caracal" provides a solution to the problem of unauthorized access to x-caracal. By default, access to x-caracal is forbidden, but with this new rule, admin can control who has access to the tool, ensuring that only authorized users can use it.

2. The improved logic for updating an agent’s status in x-caracal Realtime report as soon as the agent is offline addresses the problem of outdated information in the report. With this improvement, the status is updated in real-time, ensuring that the report always reflects the current status.

3. The added possibility to modify the inactivity timer for x-caracal addresses the problem of the tool timing out after 10 minutes of inactivity, which can be inconvenient for users who need to use the tool for extended periods of time.

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CLASSOUND

In some situations, it may not be possible to reach a customer via phone, for example, if the customer is unavailable. In such cases, sending an SMS can be a more effective way of communicating.

With this release, we present a feature of sending CLASSOUND SMS directly from Collaboration call dialog. Now you can quickly switch between phone and SMS communication, depending on the situation.

Additionally, the Two-Way SMS option available for CLASSOUND users in the UK, US, and Canada provides an even more powerful solution. With this option, you can receive SMS replies from customers, allowing for a more interactive and personalized communication experience.

WMS Updates

Improved UX/ UI WMS GUI

In the previous release, we presented the major update of WMS interface. With this release, we make your experience with PBX management even better and include these improvements :

• Added possibility to enable Collaboration call control feature

• Added possibility of multiple selection of users via the Shift button

• Increased the input field on the PBX -> Call and chat history tab to avoid an issue when only the first digit of an inserted number was displayed

• Added a hint about allowed characters when editing sound name

• Added display of all available sound packages

Ability to view all ACL permissions

It can be challenging to keep track of ACL permissions for different groups and understand to which services users have access.

The solution provided by the Permissions viewer button is a clear table view that displays all the permissions of ACL groups helping you to ensure that users have the appropriate access and that groups are configured correctly.

Ability to copy user preferences

During the setup, admins need to manually configure preferences for each user which can be time-consuming.

By using Copy preferences option, you can quickly and easily copy user preferences from one user to another user or group of users. It is especially useful for organizations with a large number of users with similar preferences, as it enables admins to quickly apply changes across the system.

New Call Group Strategy

In call centers, calls may be routed randomly or based on less relevant factors, leading to longer wait times and lower customer satisfaction.

With the new call group strategy “Priority” that prioritizes agents based on their assigned priority level (1-5), calls are routed efficiently to the most qualified agents, reducing wait times and improving customer satisfaction.

Neural TTS in Dialplan

With this release, we deliver neural TTS in Dialplan that provides users with better quality and more human-like speech, improving the overall user experience.

Neural TTS is now used by default in Dialplan, ensuring that users benefit from the latest advancements in speech synthesis technology. In addition, a new option called TTS Voice has been added to the Dialplan application Set, allowing users to choose their preferred TTS speaker.

Use user’s language for voice prompts

In the past, the language used for voice prompts, for example, when you call a user who is unavailable and you are prompted to leave a voicemail, was determined by the trunk's language settings, which could be inconvenient for users who preferred a different language.

With the added possibility to use the user's language for voice prompts during incoming calls instead of the trunk's language, users can now enjoy a more personalized and user-friendly experience. To set it up, add a dedicated Global Dialplan Variable “USE_USERS_LANGUAGE_FOR_PROMTS”, check the detailed documentation: Custom Global Dialplan Variables List.

New APIs

We continue developing new APIs. With the current release, we present new API endpoints for managing Wizyconf videoconference:

• Create a conference

• Edit a conference

• Delete a conference

Documentation: https://www.wildix.com/wp-content/wms-api/  

Security Updates

We deliver new features that enhance the security and convenience of PBX systems. These features include:

• Making email address a mandatory field when creating a user in WMS, ensuring that all users have a valid email address for communication and collaboration
  Note: In the upcoming WMS version, we'll be making some changes to user creation. We understand that in some cases, it may not be necessary to require an email address for every user, that’s why the email address field will be optional, but strongly recommended to enhance the security.

• Adding the possibility to enable an IP address confirmation feature when logging into Collaboration or using basic authorization from a new IP address, improving security and preventing unauthorized access to PBX systems. Check the detailed documentation:

• Adding a new parameter in Fax/SMS Server settings in WMS that allows users to disable SSL certificate check, improving flexibility and convenience for users who use self-signed certificates

• Updating the logic for device provisioning to avoid using HTTP protocol by default, improving security and protecting against potential security threats

Localisation

This update improves the user experience for all our Catalan-speaking users, making it easier for them to navigate and use our products as we add support for the system sounds in the Catalan language as well as its support on Start, WorkForce, WelcomeConsole phones.

We also add support for the Italian, German, French, Dutch, Spanish, and American Spanish languages for user status reporting as a part of Wildix Business Intelligence. This service informs callers of your current user status, user status message and duration if available and it set up via Global Dialplan Variable “REPORT_USER_STATUS_FOR_EXT_CALLS”. With its help, users who speak different languages can receive your user status updates in a language that they understand and addresses the challenge of communication in a multilingual environment.