The FREE plan is introduced, see the main page for details.
Integration with Salesforce - download and install a Salesforce package to your embed RichCall Agent app into Salesforce console. Check out the details and screenshots.
Storage space indicator - the admin panel shows the available storage space.
Session report is extended with new searchable meta - error codes and custom fields.
Graphical "concurrent sessions" report - to understand better how the system is used throughout the day/week/month
RichCall Agent App for Android is improved with new push notification.
RELEASE 3.12 / Nov 2021
The new compact edition of the Agent web app allows to embed the RichCall Agent UI into 3rd party contact center and helpdesk software.
Agent statuses Ready/Not Ready are used for online calls routing
Session report is updated with new data
The beta version of RichCall Agent Mobile app is available for Android devices
RELEASE 3.11 / May 2021
native queuing (for cloud and stand-alone instances)
call scheduling – each expert uses its own calendar to schedule sessions with clients
clustered deployment option for on-premise projects
PostgreSQL 13 support for on-premise deployments
mic check is now optional
RELEASE 3.10 / Dec 2020
New UI of RichCall Client Web App (stand-alone mode) implemented
Improved performance of media server
WebRTC-based screen sharing implemented
NAT traversal engine improved
MOS indicators are now optional and may be disabled
Advanced settings for agent and client cameras
RELEASE 3.9
PLATFORM: Fixed the iOS 13 issue.
AGENT: Direct call option is available for agents
AGENT: hold/unhold option is available in a standalone (no integration with IP PBX) mode
AGENT: Agent can transfer a session to another device without interrupting it.
CLIENT: A mask can be optionally configured for a custom field
ADMIN/SUPERVISOR: "Enlarged video" mode is available when viewing a session
AGENT: MOS indicators are provided to view the audio/video quality
RELEASE 3.8
Client UI - configurable width of the widget and video
CSAT-2 customer satisfaction metric support
Configurable service availability time
Agent UI - client bandwidth (audio and video) monitoring
New mode "Live assistant for kiosk" is implemented
When the call is forwarded to another agent RichCall session follows the call (external PBX).
RELEASE 3.7
Client UI - video on-hold configurable by admin
Video kiosk edition - remote printer and scanner control
Agent UI - sending co-browsing request to a client
Client UI - configurable pre-call survey
License details available for admin
Advanced audio settings
RELEASE 3.6
UI minor changes (new style of icons and buttons).
Co-browsing feature now supports hiding certain fields and objects to protect customer sensitive data.
Admin section - extended info about failed sessions on the “Session archive” page.
The list “What do you want to ask about?” can now contain sections.