🎉 What's New
The VOXO Team is always working to bring you new and exciting features to Omnia. Below you will find all of the new changes and release dates. Check back often for the latest!
A new setting for queues has been introduced to allow agent call pickup. This will extend call pickup capabilities from only queue managers to all agents that service the queue
Media Files Text To Speech: When text to speech is generated and saved as the media file, the text is saved and populated when editing the media file.
Automatic payments management is now available in Billing -> Payment Methods
Support chat has been moved. Users should select 'get help' from the the top right avatar dropdown menu
Paging extension types now require e911 location assignment
Daily extension count tracking with selectable date range is now available in the billing module.
Scheduled reporting features are now available for call records, queue summary, agent activity, and queue log modules. CSV reports can be configured to deliver daily, weekly, and monthly with applied filter settings.
Callback reporting is now available in the queue activity and queue summary reporting modules
Metrics reporting the number of calls under and over a configured hold time are now available in the queue summary module
Queue withdraw events are now included in queue log and queue inbound metrics have been updated to reflect inbound calls that are withdrawn
Addressed an issue that allows an extension's additional destinations to route to the same extension
Fixed an issue preventing a new voicemail voicemail creation for an existing extension
Fixed an issue where audio files may get disconnected or lost on media file edit.
Reporting features can now be disabled for account admin user roles
Outbound recording features can now be modified from bulk extension editing
Button layouts can now be mass assigned to phone models in devices bulk editing
Additional fields are included when exporting the extensions table
Queue managers can now withdraw and pick up calls from the waiting call list on the queue manager dashboard
Admins can now select an existing media file from an account when assigning greets to a voicemail box
During account creation, billing phone number may now be included
Email and application faxing now supports a comma-separated number list for sending a single fax to multiple numbers
Campaign registry brand registration now supports a website field
Addresses an issue where softphone transfer features may fail
Addresses an issue where dialing DTMF digits from the softphone during an outbound call could fail
01-17-2023New VOXO Meet Features
Emoji in chat
Creation of custom phonebooks for desk phone provisioning is now available
Auto port rejection for accounts is now configurable by platform administrators in account settings for applicable accounts.
SSO options for Microsoft and Google
Queue reporting now includes the ability to feature data sets by call tag.
Addressed a bug related to virtual receptionist greetings being unintentionally removed
Fixed an issue related to SSO redirects for partner platforms
Fixed an issue with mac address formatting related to bulk adding of devices
Addressed an issue with improper order of data in the billing views
Addressed a performance issue for the queue agent dashboard
Omnia quick transfer
New button in the connected call widget to transfer from softphone to another device (mobile app / desk phone)
Bulk device setting is now possible along with bulk device reboot after modifying a particular setting.
New global account settings for enabling a global wrap up time for agents across all queues
Users are now required to verify account pricing before confirming a new account creation
Queue log reporting
Custom call tags are now available and reports can be filtered by them.
Phone Number Ordering
Users can now request numbers with any number of wildcard characters they wish instead of a fixed (npa)-nxx based on rate center.
Toll free numbers also allow wildcard characters to query a certain pattern of number options
Addressed an issue affecting feature codes for queue login functionality
Addressed an issue causing incorrect extension status to be shown intermittently in the extensions table
Addressed a bug causing partner admin role users to not be able to modify 911 locations
Fixed a bug that would cause billing partner inventory to not export correctly
Fixed a provisioning issue where phones would provision line assignment in incorrect order
Fixed a bug in virtual receptionists where the media file could unintentionally be removed.
Fixed bug on billing history plot where data was mismatched on the last 12 months.
Queue manager dashboard (live stats) additions
New agent controls for logging in / out and pausing / unpausing agents
New widget to show agent totals across all queues selected in the dashboard
Ability to bulk update a device setting for a given phone model across all an account's devices
Fixed an issue related to media files and saving a previously created virtual receptionist
Bulk extensions edit now includes bulk setting for outbound fax
Queue Manager Dashboard Improvements
New widget is available for listing the active call information for the queues.
Longest current duration metric has been added to the active calls widget.
Agent pause functionality has been simplified in the queue agent dashboard experience.
Quick Select For Agent Pause Reasons
Fixed a bug related to properly displaying the caller id name for phone numbers
Addressed an issue where users might experience missing UI elements such as the toolbar or navigation.
Addressed an issue for users receiving 'No Extension Assigned' error.
Addressed a provisioning issue for button layouts
Exposes a new developer endpoint for a more robust experience when pulling call detail records via API
Omnia application now leverages user current location when making calls to emergency services
UI Improvements to extensions create and edit modules
E911 Location services have been migrated to support nomadic location.
Voicemails are now downloadable in the user panel's my activity section.
Lat/Lng coordinates are now included in call detail records for the purposes of recording location sent for emergency purposes.
A new setting allowing users to choose whether to include an extension in the dial by name directory
A new setting allowing users to control whether or not an extension should appear in the default directory
Queue manager permissions enhancements
New setting to enable reporting admin features for queue manager roles on queue manager create and edit.
Performance improvements for devices and extensions pages
Addressed an issue related user roles and account security when managed 911 locations for accounts
Addressed a bug where updating voicemails properly from the my activity section of the user panel was not working as expected
Fixed an issue related to incorrect timestamps for sms messages
Fixed an issue where caller ID name would not be displayed properly for toll free numbers
Fixed an issue for queue exit keys by removing invalid key options of # and *.
User call activity will now reflect missed calls to a user's direct dial number
When an extension is created, automatically generated voicemail boxes will adhere to account default timezone.
Device creation now supports a bulk method
Improvements for the 'more' tab on the mobile application.
Fixed sort method for longest current hold in the queue dashboard waiting calls metric
Addressed a bug in virtual receptionists where media files could sometime be unintentionally removed.
Updates to the drag and drop queue manager dashboard
Waiting calls widget now includes longest wait time information for calls currently in queue
New waiting call list widget to view real time data of calls currently in queue
The agents table will now default to logged in agents
The agents table is now exportable
Historical reporting data is now capable of displaying date ranges for up to one year
Addressed an issue for partner admins managing other users of partner admin role
Fixed a rendering bug for call flow designer where the canvas controls would not display
Resolved an issue where toll free number ordering would fail with invalid data error
Customizable drag and drop queue dashboard for live stats.
Feature documentation: Queue Manager Dashboard
Account settings now include a setting to specify if an account is a residential account
Several updates to task generation handling in Salesforce Dialer integration
Queue summary reporting table now includes unique inbound counts
Manage payment methods for your account
The call summary section of reporting now includes 6 month and 1 year heat maps for inbound and outbound calls.
The ability to create media files using text to speech is now available for media file creation.
Fixed some bugs related to validation when updating account settings
Addressed an issue for phone provisioning directory fetching
Beta release of new visual call flow designer tool. Admins can now visually draw call flows and assign them as routing destinations.
Yealink devices now support multiple button layout assignments.
Button layouts can now be assigned to the phone and sidecar modules.
Addressed an issue where extension status was not being presented properly.
Extensions table now includes an online / offline indicator
Extensions table now includes a do not disturb (DND) indicator
Time of day enhancement
For Use Global type time of days, options will be presented not only from the platform globals, but also from the time of days in a partner parent account.
Porting views enhancements
Port in request views now have the capability to select an order date range and filter by order status
Call records now include extension or number that answered the call.
Bulk extension create changes
Device name and account number fields have been included.
A new csv example has been provided for download when hovering the import button
Addressed an issue causing a SQL error when creating a new extension
Fixed an issue where queue managers would have access to nav items not intended for their role
Fixed an issue related to long loading time when loading an extension's setting form.
Fixed an issue where conference rooms were not displaying its destination relations.
Omnia call outcomes feature
If enabled for the account, users can enable the new Omnia call outcomes feature.
This feature prompts the user on call end to select a call outcome to be applied to the call detail record
This feature also includes reporting tools for filtering call summary plots and records by a specified call outcome for outcomes listed in the account.
New call outcome data included in call record exportsAccount SettingsCall Outcome ReportUser SettingsFilter SettingsCall Records
Account -> Devices view has been updated to indicate online/offline status of a device and the registered device user agent
Time of days of type 'Week Time' can now observe global, partner, and account level calendar constraints
This allows admins to configure custom holiday or other calendar schedules for the time of day to reference while determining routing.
Addressed an issue where extension creation could fail due to special characters in the name
User event tracking for common user application interactions for admins and report admins.
Located at Reports -> User Logs
Automated campaign creation and number provisioning
Toll free port ordering
Toll free number ordering
Add order documents to port orders
Updated partner porting page to include 'Next Port' date column
New SMS logs feature for admins and reports admins to view SMS history for account extensions.
Located at Reports -> SMS Logs
New speech detection feature for virtual receptionist option selection
Addressed several bugs related to incorrect data in call flow diagrams
Fixed an issue with date selection for time of day override settings
Addressed a validation issue for extension bulk creation and recording settings
Added ability to view registered devices for 'paging' type extension
Extended the queue manager role to include control of agent list and some agent settings for a manager's assigned queues
Modified the user panel queues section to default to the agent activity tab
Added additional keys for yealink keys settings for a total of up to 27 key settings
Enhancements to white label partner billing view
New option to pause / resume recording of a call from the connected call widget
Pause / Resume recording softphone feature
Call summary activity plots updated to allow for plotting different distributions (daily, hourly, monthly)
Call summary plots are now exportable to csv
Queue agents in the queue agent activity dashboard are now listed by call order by default.
Added call recording email field to extensions and phone numbers modules for users to specify email destinations for recordings.
Fixed an issue where the draggable incoming call prompt could still cause some UI interaction blocking
Addressed an issue where listen/coach features could bridge unintended audio while trying to execute the feature on a call that is not yet connected.
Listen / Coach feature will only be available for a confirmed connected call
incoming call prompt is no longer blocking and can be freely dragged around the screen
enhancements to voice campaigns
voice campaigns now support voicemail detection
calling hours for which a campaign is allowed to dial may now be configured
campaigns may be marked paused or be deleted while running, resulting in suspension of processing calls
campaign processing will now observe the start and end date, allowing the campaign to span multiple days within the defined calling hours settings
fixed an issue where call flow would not load for some queue log calls
New port out request notifications for partner accounts.
New port out request view in Omnia to view port out order details as well as approve and reject the order request
New options in devices view to request deletion of a device's local config (for yealink devices)
New option in devices view to send remote factory reset to device (for yealink devices)
Updated the 'In Use' notification to display the entity using the number or mac address when hovering over the notification
Enhanced address validation for e911 creation to include address candidate options when an exact match could not be found
Billing code added to account details table for white label partners in the Omnia billing section
Fixed an issue in my activity call history where caller id would not properly display for internal calls
Fixed an issue where audit logs for a specific record could be polluted with activity not related to the record being viewed.
Fixed an issue where filtering fax records by phone number would fail to return data properly
Fixed an issue with Wire Tap functionality that would result in improperly filtered traffic
Fixed a destination selector issue for Queue automation options where queue options would not be provided for selection
New billing view for applicable account types for users to view billing history, account breakdowns, and download current and past invoices.
Performance improvements to destination selector
Fixed issue with queue manager role where virtual receptionist menu item would render
Fixed an issue with phone number routing where destination selectors would not render properly
Fixed an issue where listen / coach functionality would fail to originate
User Extension Forwarding: Users can now unconditionally forward their extension to a 10-digit number of their choice.
New call frequency configuration parameter for voice campaigns that allows user to configure the time between calls to campaign numbers.
Added handling of white label partner pricing.
Improved handling of larger call flow diagrams by limiting event nodes to maximum of 75. Larger flows will offer use export to CSV option.
Increase scrollbar size for more ease of scrolling in tables with overflow
Fixed an issue where unintended ring back could be triggered for outbound softphone calls
Softphone bug fixes and stability improvements
Fixed an issue where caller id information would not update properly after a completed attended transfer.
Filtering by call unique ID is now available for reporting logs in call summary, queues, and virtual receptionists.
The dashboard call report plot has been adjusted to show 'Presented' inbound calls only to help give a quicker overview of answer efficiency for calls that actually rang an endpoint capable of handling the call
Addressed an issue where users might not receive real time events pertaining to queue dashboard stats.
Fixed a bug where creating a new partner account could fail due to bill day error
Plantronics headset integration - allows basic answer / hangup call controls from headset buttons
User can enable setting from profile preferences
The Plantronics hub must be installed and running. You can download it here.
Headsets must be paired via USB adapter
Improved csv export performance on paginated reporting modules
Softphone bug fixes and stability improvements
Added new option for users to select their inbound ring tone
Add new 'What's New' link to account dropdown for easy linking to the Omnia change log.
Resolved an issue where the extension list would not render for bulk edit when selecting 'Unassigned' branch.
Fixed an issue where click to call events could cause unintended multiple dials to the same number.
Call / SMS campaign creation and management is now available in Omnia
Ability to download local configuration files for applicable devices from the devices table
Resolved an issue where certain queue dashboards stats were not properly updating in real time