New features in Zylinc Novus

This is what you can expect* in the next release of Zylinc Novus:

• Callback

  Zylinc Novus now supports callback, so that callers can request to be called back when it's their turn instead of having to wait in a queue. Novus automatically makes the callbacks, and if the original caller answers and is still interested in talking with an agent,Novus automatically hands the call to the first available agent. This way, agents won't have to make callbacks themselves, so the risk of agents not getting an answer when they make a callback is eliminated. Callback is a separately licensed feature.

• Basic statistics

  Zylinc Novus now offers dashboards with graphical displays of basic statistics about calls and queues. The dashboards support filtering of data as well as drill-down to more detailed information levels.

• BroadWorks directory import and presence

  Import and synchronize users from BroadWorks directories, and view their presence information in the Web Agent.

• System notifications

  View system notifications about, for example, new versions, successful user imports, license expiry, errors, etc. in the Zylinc Novus Configuration Manager and in the Web Agent. Particular types of notifications can be targeted at particular users and/or user roles.

* Subject to changes due to circumstances beyond our controlx

New features in Novus release 21 January 2021:

• Zylinc Mobile for Novus

  A brand new Novus implementation of the Zylinc Mobile app for Android and iOS. Significant speed improvements mean extremely fast search for colleagues. Optimized agent interface for handling calls on queues as well as for viewing the status of other agents and queues.

• Simple Agent

  Some agents only need the most essential features to do their work, so that's exactly what they get in this simple, yet powerful, barebones agent app. You can simply log in to your queues, specify which phone number you want to get calls on, activate/deactivate your agent session as required, and log out again at the end of your shift. No fancy call handling features, but then again, some agents don't need them. This is a new implementation of what was known as VQM in earlier Zylinc versions.

• Photos of people

  Zylinc Web Agent and Zylinc Mobile for Novus can now display photos of people and contacts imported from Azure Active Directory.

• Improved dial mode in Web Agent

  Earlier, Zylinc Web Agent users needed to go into a special dial mode to enter a number to call. Now you simply enter the number when you need to, and while you enter it, the Web Agent automatically filters its availability overview to match the number.

• Azure Active Directory user import filters
  

  Filter your user import from Azure Active Directory to only include specific groups and subgroups.

• User roles

  Determine which parts of your Zylinc Novus solution people can access. From the lowest user role, a Contact with no access, over User, Super user, and Administrator, up to the highest user role, a System administrator with access to everything. You can assign user roles in the Zylinc Novus Configuration Manager, or (provided you have a role that allows it) directly from the Web Agent.

• Configuration Manager audit log

  View who did what, and when, in the Zylinc Novus Configuration Manager.

• Forwarded from ...

  If a call arrives in a queue because the caller originally called a phone that's forwarded to the queue, agents can view whose phone the forwarded call comes from, and consequently who the caller originally wanted to reach. This lets agents provide targeted service from the moment they answer the call.

• License management

  Automatic license checks to verify that logged-in users are licensed to use endpoint features (such as calendar integration or the ability to view people's presence) and user-level features (such as the ability to handle callbacks (upcoming feature) in the Web Agent).

• Ringtone flexibility

  Individual agents can select which of their available audio devices should play ringtones when calls come in on the Web Agent. For example, an agent can choose to hear ringtones on their computer's speakers while hearing the actual call conversation in their headset.

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