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What's New in Version 3.18.0
The following features are new for Bright Pattern Contact Center version 3.18.0.
Blending Inbound/Outbound Predictive Dialing
Starting from this release, the Dialer tracks inbound calls that may be handled by agents who are assigned to work for outbound campaigns. This significantly improves the operation of predictive campaigns in blended (inbound/outbound) environments.
For more information, see the Contact Center Administrator Guide, section Outbound - General.
Dialable Metric for Wallboard
The Dialable metric is now available in the Wallboard application; it may be displayed in the Single Statistic widget and Service Grid widget. This metric displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations). For more information, see the Wallboard Builder Reference Guide.
Recording Retrieval API Methods
The Recording Retrieval API Specification includes methods for getting audio files and audio recording metadata for recorded voice interactions. To use the API, you need to have the “Allow recording export API access” privilege.
For more information, see the Recording Retrieval API Specification, section Get File and Get Metadata.
User Management API Extended with Get All Users
The User Management API now includes Get All Users, a new method for automatically exporting detailed information for all users. The method response includes the following new fields: external, voiceMail, and greeting.
For more information, see the User Management API Specification, section Get All Users.