• 3.10

Features

Feature	Description
Campaign configuration improvements	Based on the users’ feedback, the following improvements have been implemented in the list and campaign management processes: detailed information about existing list formats including a complete description of all fields and their mapping to elements of activity forms automatic setting of the default list name to the name of the source of calling records automatic detection of field types based on matching column names of imported list data (e.g., a column titled State will be set to field type State) automatic formatting of phone numbers of the North American Dialing Plan (US and Canada) during list import automatic marking of all Phone fields in the imported list data as mandatory/required fields additional format for the Date/Time field type that includes time zone information (the same format is used for timestamps in campaign results) improved re-use of previous campaign result exports for new calling lists additional campaign configuration diagnostic checks, including validation of Caller IDs and team assignments improved campaign diagnostics view with better focus on potential problem areas descriptions for all pre-defined dispositions in the product UI (previously available in the product documentation only) export and import of dispositions automatic setting of the default action for custom outbound campaign dispositions to Reschedule 24h (previously it was set to None) support for North American toll-free number dialing
Import of calling lists from, and export of campaign results to, Salesforce.com	Calling lists can now be imported directly from a Saleforce.com application and be periodically updated to include changes made to the corresponding data in Salesforce. When such lists are used in an outbound campaign, the campaign results can exported directly to Salesforce.
Progressive dialing mode for outbound campaigns	Outbound campaigns can now be run in progressive mode where a fixed (pre-configured) dialing rate is used during the entire campaign. The default configuration of a progressive campaign generally ensures that for any answered call there will be an agent available to pick it up.
Outbound calling support for additional geographical regions	ServicePattern time zone database has been updated to include information about calling codes and time zones of most countries of Latin America, East Asia, Southeast Asia, and Austrasia, enabling adjustment of campaign calling hours to the local time zones of destination numbers in those countries. For the multi-time-zone countries of these regions (Mexico, Brazil, Indonesia and Australia), time zone adjustment also takes into account area codes.
Automatic pre-recorded greeting	A greeting pre-recorded in agent’s own voice can now be played automatically for any answered service call.
Screen recording for interaction handling	Previously screen recordings of various portions of recorded agent sessions could only be accessed via the Agent Timeline view. Starting from this version, portions of screen recordings related to interaction handling can also be accessed via the Interaction Records view.
Windows 10 support	ServicePattern Agent Desktop and all other user-facing applications are now supported for the Windows 10 version of the Microsoft Windows® operating system.
Desktop JavaScript API extension	Desktop JavaScript API now supports the following additional desktop functions: service selection for outgoing calls single-step transfer single-step conference
Interaction alert pop-up window on Mac OS	Previously available for Windows OS client computers only, the interaction alert pop-up window is now supported for Agent Desktops operating on Mac OS as well.
Encoding selector in list import wizard	ServicePattern now supports import of list data from files with encoding types other than UTF-8. Click here for the list of supported encodings.
Japanese localization	Japanese localization has been updated to include translation of all UI elements up to version 3.10.