Manage call queue routing when all members are on calls, are set to Do Not Disturb, have Accept Queue Calls turned off, or are available but have ignored or rejected the call:
Wait for Primary members: Callers wait for members of the queue to answer.
Wait for Primary and Overflow Members: Callers wait for the members of the primary queue and up to three overflow call queues to answer.
Send to Voicemail: Callers will be directed to leave a voicemail message.
Forward to Extension: Callers will be sent to a selected extension.
Forward to External number: Callers will be sent to an external number.
Set up call routing rules for calls between the main site and branch sites on multi-site accounts. Call rules are available for User, Call Queue, and Shared Line extensions, and support routing during business hours, after hours, and when all calls are forwarded or custom call rules are set up.
* Set up announcements for callers waiting in a queue to inform them of:
Position in Queue (PIQ): Provides updates to callers on their current position in the queue.
Estimated Wait Time (EWT): Provides callers with the estimated wait time to connect to a call queue member. * In Beta for customers on the Ultra and Ultimate plans.
Admin
Upload your number transfer Letter of Authorization (LOA) manually in the Admin Portal porting flow.
Hardware & Firmware
Admins and end users can now customize the line key layout for Poly VVX 350 phones.
Poly VVX phones are now supported with firmware version 6.4.7.
Jabra Evolve2 65 and 40 SE headsets are now supported and available for purchase.
Single-cell and multi-user support for Poly Rove systems:
Set up a single B1 or B2 base station with up to 10 handsets (Poly Rove 20/30/40).
Separate merchandising of base stations and handsets is also available for new purchases using API functionality.
Security
Improved caller authentication by requiring users to choose from a set of 10 stronger security questions.
Account admins can set up a policy to allow users to bypass multi-factor authentication (MFA) on trusted devices for a selected period.
Admins can use the Audit Trail to monitor when users or other admins view or download call history or change delivery settings in the Call Log.