The version 3.20 patch introduces a collection of additional features and fixes on top of the previously released version 3.20, including our new multi party conference feature and lots of fixes and improvements.

1.1 NEONNOW

1.1.1 General:

• Agents now have the ability to cancel outbound calls or callbacks while they're connecting. Previously, they had to wait until a call timed out or was rejected before closing the interaction.
  
• Hold badges now include a timer for both calls and conferences (transfers).
• Wrap codes in interactions and After Call Work (ACW) are now conveniently arranged in alphabetical order within the dropdown menu.
• Dialpad, directory, and transfer to queue modals now allow transfers even after a call has ended in the background.
• Various reliability improvements.

1.1.2 Conferencing:

We're excited to introduce our new multi-party conferencing feature, enabling up to six members to join a conference call. Administrators, please contact your account manager to learn how to enable this feature for your contact centre. 

General Changes

• Conference controls for each conference participant are always visible
• Join/Swap buttons are no longer inside the call controls footer, but float at the bottom of the task (see screenshot below)
• Live/hold/connecting badges are always icon-only, we no longer show a text label
• Slight tweaks to each participant row UI

The new join/swap buttons/UI on desktop

Contact Centres With Multi-party Disabled

Transfers/conference on desktop, with multi party disabled

Transfers/conference on softphone, with multi party disabled

Contact Centres With Multi-party Enabled

• The current agent will now be visible within the conference.
• All participating agents will have access to the conference view and can manage all conference members. Previously, additional agents would only see a call.
• UI enhancements.
• Support for up to six participants (including the agent), via phone number, queue, or direct transfer to agent. See screenshot for details.

Transfers/conference on desktop, with multi party enabled

Transfers/conference on softphone, with multi party enabled

1.1.3 Email

• Agents can now reply to all recipients on email tasks.
• Email tasks now display all 'to' and 'cc' recipients, not just the main recipient.
  
• When replying or forwarding an email, the agent cursor now starts at the beginning of the email editor.
• General improvements have been made to enhance email functionality.

1.1.4 Fixes

• Fixed an issue where outbound calls would trigger an incoming call notification.
• Corrected ACW interaction duration and displayed times.
• Fixed an issue where the "today" filter sometimes failed to display interaction history for the current day.
• Fixed formatting issue where new lines were not displayed correctly in emails.
• Fixed an issue where the agent's away timer did not reset to zero.
• Softphone: The transfer to queue modal will now consistently close upon transfer.