Recently added & updated help topics

You can view recent release information on the Zylinc software download site. To view it, you'll need partner access to the Zylinc support system. Contact Zylinc if you're in doubt about your partner user name and password.

Latest new and updated topics

• 29 September 2021: HF10 for 6.5u5 is now available for download from the partnerwiki ftp (new)

  25 June 2021: HF9 for 6.5u5 is now available for download from the partnerwiki ftp

• 04 June 2021: HF8 for 6.5u5 is now available for download from the partnerwiki ftp

• 20 April 2021: HF7 for 6.5u5 is now available for download from the partnerwiki ftp

• 19 March 2021: HF6 for 6.5u5 is now available for download from the partnerwiki ftp

• 17 February 2021: Release notes library (no longer updated at all; added information about where to find release information at alternative location)

• 21 January 2021: Release notes library (no longer updated with release notes about minor releases)

• 21 January 2021: Zylinc software download (updated with new download link)

• 03 November 2020: Teams telephony and presence integration (new)

• 30 October 2020: Removed topics about Web Agent, except the short introductory topic Zylinc Web Agent. The Web Agent is now part of Zylinc Novus, and you can find help for the Web Agent if you select Novus help here.

• 15 October 2020: Office 365 & Exchange Server calendar synchronization (further updated with information about synchronization methods and synchronization user permissions)

• 14 October 2020: Advanced Statistics report types (updated with measurements used in recent versions; added descriptions of many measurements to clarify what's included (and what's not included) in measurements that users often ask us about)

• 12 October 2020: Added terms to glossary (glossary terms and definitions are displayed before search results, if there's a match (example)).

• 08 October 2020: Office 365 & Exchange Server calendar synchronization (updated with synchronization user permissions information)

• 08 October 2020: Set up a wallboard (new)

• 07 October 2020: Differences between Zylinc Statistics Portal and Advanced Statistics (new)

• 24 September 2020: Release notes library (updated with latest available release notes)

• 01 September 2020: Handle calls in Zylinc Mobile (updated with information about callback functionality)

• 01 September 2020: Deploy a Zylinc solution on Azure (updated with information about Media Server network interface and public IP address)

• 28 August 2020: Added recommendations about not using the Edge browser for Zylinc Web Agent, because Edge is unable to display notifications about incoming calls in a satisfactory manner

• 21 August 2020: Set up Web Agent in Administration Portal (removed because content no longer reflected how administrators can configure Web Agent)

• 20 August 2020: Multiple minor updates to structure, content, and navigation

• 20 August 2020: Handle calls in your Web Agent (new information about how to view history of an ongoing call)

• 20 August 2020: Send a message to somebody in your Web Agent (new information about messages and message templates)

• 10 August 2020: Deploy a Zylinc solution on Azure (Media Server deployment section updated with new information about getting image from Zylinc shared image gallery and transferring image to Azure with PowerShell commands)

• 20 July 2020: Release notes library (updated with latest available release notes)

• 30 June 2020: Release notes library (updated with latest available release notes)

• 23 June 2020: Deploy a Zylinc solution on Azure (new)

• 17 June 2020: Zylinc Web Agent (added new quick reference sheet that matches planned first release of Web Agent)

• 12 June 2020: Automatically show information about inquirers (updated information about creating custom SQL stored procedure for database lookup, added information about setting up web service lookup)

• 05 June 2020: What if ...? (Web Agent) (added information about how to get notified of an incoming call in your Web Agent if your browser is minimized or you work in another window)

• 28 May 2020: Zylinc Web Agent and related topics (updated feature descriptions, images, etc. to match planned first release of Web Agent)

• 26 May 2020: Prevent calendar synchronization of absence set up in ZyDesk (new)

• 26 May 2020: Set up calendar-based forwarding and spoken absence (removed mention of manual forwarding in Web Agent)

• 11 May 2020: Multiple topics (updated all instances of copyable code to new and improved format)

• 07 May 2020: Handle calls in Zylinc Mobile (added information about how to call an extension directly when making outgoing calls on iOS and Android phones)

• 01 May 2020: Set up UCMA for Skype presence, federation, & busy-on-busy (updated information about MSPL Manager installation on Skype for Business frontend server)

• 22 April 2020: Release notes library (updated with latest release notes)

• 22 April 2020: Zylinc Web Agent and related topics (reduced number of feature descriptions to match planned first release of Web Agent)

• 20 April 2020: Search in your Web Agent (updated with new search filter information)

• 03 April 2020: Set up mobile presence (updated with information about required VPN ID for TDC customers)

• 26 March 2020: Handle calls in Zylinc Service Center (updated with information about login being required to view history of handled calls)

• 26 March 2020: Handle calls in Zylinc Contact Center (updated with information about login being required to view history of handled calls)

• 26 March 2020: Handle calls in Zylinc Attendant Console (updated with information about login being required to view history of handled calls)

• 25 March 2020: Handle calls in Zylinc Service Center (updated with examples of how to use keypad to transfer, toggle, bridge, etc. when you work in Follow Me mode)

• 25 March 2020: Handle calls in Zylinc Attendant Console (updated with examples of how to use keypad to transfer, toggle, bridge, etc. when you work in Follow Me mode)

• 25 March 2020: Set up agents as clientless voice queue members (VQM) (updated with examples of how to use keypad to transfer, toggle, bridge, etc. when you work through VQM)

• 23 March 2020: Comply with GDPR (administrator's view) (updated with information about Zylinc application log files)

• 20 March 2020: Office 365 & Exchange Server calendar synchronization (updated with information about not using Deployment Manager to deploy Exchange Sync Web Service (use ExchangeSyncWSConfigurator instead))

• 13 March 2020: Release notes library (added latest release notes)

• 10 March 2020: Set up Zylinc Mobile (added information about prerequisite tasks vs. actual setup tasks)

• 09 March 2020: Hardware & software recommendations (added information about Zylinc Mobile iOS 13 support, and removed information about support for iOS 11 and 10)

• 09 March 2020: Supported Android and iOS versions (added information about Zylinc Mobile iOS 13 support, and removed information about support for iOS 11 and 10)

• Search in your Web Agent (updated to reflect new Elasticsearch search engine)

• Set up secure LDAP over SSL (LDAPS) (updated with separate procedures for authentication via Identity Server (recommended) or Authentication Server)

• Set up Skype for Business telephony (updated with UCWA client secret information)

• Set up surveys (new)

• How Zylinc distributes inquiries to agents (improved description of skill-based routing + added videos that describe the routing principles)

• Manage system announcement languages (new)

• Automatically update ZyDesk clients (new)

• Manage absence (updated with the ability to forward an absent person's calls to other phones than the absent person's mobile)

• Forward calls to other phones (updated with the ability to schedule forwarding without the forwarding being tied to a calendar appointment)

• Zylinc Advanced Statistics dashboards (updated with examples as well as setup and usage information)

• Generate Advanced Statistics report (updated with information about how to view call specifications)

• Manage Advanced Statistics users (new)

• Zylinc Mobile (new topics about the successor to the old Zylinc Mobile Agent/Operator app)

  • Set up Zylinc Mobile

  • Work with queues as an agent in Zylinc Mobile

  • Handle calls in Zylinc Mobile

  • View colleagues & calendars in Zylinc Mobile

  • Change your Zylinc Mobile settings

• Busylight status

• Keep getting the full benefits of your Zylinc solution

• Install and enable ASP .NET features

• Manage settings in ZyDesk clients

• Send a message to somebody (Attendant Console, Contact Center, Service Center, Team Center – updated with try-it-out interactive video)

• Status of BroadWorks hoteling users who haven't selected a host

• Set up calendar-based forwarding and spoken absence

• Set up call recording (updated with notification/acceptance setup information, and SIP headers for Apresa/RecordIT)

• String formatting

• Troubleshooting: Agents with headsets become busy after they end calls

• Improved version of Monitor SQL Server availability

• Updated version of How Zylinc distributes inquiries to agents (new skill-based routing feature)

Updates in Resources section

• Video library

  • New try-it-out interactive video: Send message from ZyDesk client

• Document library

  • 17 June 2020: New Web Agent quick reference sheet in English and Danish

  • Danish versions of selected product and feature brochures

  • New Zylinc and Microsoft Teams brochure

  • New Zylinc Advanced Statistics product overview version specifically about statistics from BroadWorks

  • Updated product overviews

  • New Statistics Portal & Wallboard product overview

  • New 47-page document about key Zylinc unified communications features, with examples based on the Contact Center & Service Center clients

  • New Click to Transfer feature brochure (in Danish only)

  • New technical document about monitoring the operational status of a Zylinc solution

New topics about Zylinc Team Center (previously known as Employee Assistant or Operator)

• Zylinc Team Center

• Handle calls in Zylinc Team Center

New topics about Zylinc Advanced Statistics

• Zylinc Advanced Statistics

  • Advanced Statistics report types

    • Advanced Statistics report types for BroadWorks

  • Generate Advanced Statistics report

  • Export report

  • Schedule report generation and distribution

  • Zylinc Advanced Statistics dashboards

  • Scenario: Analyze ability to meet service goal

  • Scenario: Prepare for agent performance appraisal

  • Understand standard deviation

Other new topics (compared with Zylinc unified help for Zylinc version 6.0)

• Add or import keywords for searches

• Asterisk 13 improvements on Media Server

• Automatically show information about inquirers

• Comply with GDPR (administrator's view)

• Comply with GDPR (agent's/receptionist's view)

• Customize ZyDesk language files

• Deployment Manager advanced concepts

• Dump SQL tables to text files for comparison

• Get alerts if queues become too busy, etc.

• Get presence from Cisco phones that don’t support CTI

• IVR script

• Map BroadWorks activities with Zylinc activities

• Office 365 & Exchange Server calendar synchronization

• Release lifecycle end dates

• Set up agents as clientless voice queue members (VQM)

• Set up audio announcements

  • Audio announcements in multiple languages

  • Set up estimated waiting time announcements

• Set up call recording

• Set up click to dial and click to transfer

• Set up dialout lists for campaigns

• Set up in-queue IVR menu with callback option

• Set up queues

  • Set up queues for phone inquiries (voice queues)

  • Set up personal queues for phone inquiries (personal voice queues)

  • Set up queues for chat inquiries

  • Set up queues for e-mail inquiries

• Set up Zylinc Mobile

• Specify number plan settings

• Supported headsets

• What if ...? (Web Agent)

• Which Zylinc version do I have?

• ZyDesk state handling

• Zylinc unified help wins major award

Topics with significant updates

• All topics about installation and upgrade (now cover the new version + ZyDesk language files)

• All topics about Zylinc Web Agent (multiple new features + new quick reference)

• Collect log files from Zylinc software (more intelligent and targeted log collection + new way to easily open latest log file from specific module)

• Hardware & software recommendations (new recommendations, for example regarding iOS)

• How Zylinc distributes inquiries to agents (now with setup instructions)

• Maintain Zylinc databases (restructured and improved)

• Zylinc Attendant Console (new agent and queues overviews + new quick reference)

• Zylinc Contact Center (new agent and queues overviews + new quick reference)
  

  • Handle chat inquiries in Zylinc Contact Center (new lookup feature)
    

  • Handle e-mail inquiries in Zylinc Contact Center (new lookup and spell checker features)
    

• Zylinc Service Center (new agent and queues overviews + new quick reference)

  • Handle chat inquiries in Zylinc Service Center (new lookup feature)

  • Handle e-mail inquiries in Zylinc Service Center (new lookup and spell checker features)