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1. Inbound calls can be transferred to external numbers outside of ECS.; this will allow calls that are not part of ECS to be managed by external systems and provides off-network call transfer reducing minutes volume.
2. Active Agents who have received previous email that displays as Recent mail can populate recipient email address directly from the Recent email tab.
3. Provide message to customer during recording activity for all recording actions (start, stop, pause, resume); This will provide users with information on the success of the recording function as it is being used.
4. additional report data on agent performance and customer experience.
5. Improvements to the performance and reliability of chat interactions by not saving messages in local cache; this will prevent chat disablement after organization configuration changes.
6. In Setup, enhancements to business logic used for queued calls.  When the deferred interactions are toggled ON, these interactions are used for the caller position in the queue. KPI displays deferred interactions.   Example: If there are active calls, callbacks and emails before the caller, only the active calls and deferred interactions are included in the queue.
7. In Setup, Super Users can now be set up with the first name defined as SuperUser and the last name defined as a specific last name; this will allow super users to be clearly and uniquely defined during the initial set up process and alleviate the manual changes.
8. This capability will allow enhancements to basic authentication and OAUTH authentication in ECS Setup.  Current state authentication requires manual entry of the header for authentication.  The new authentication will improve the security and setup efficiency.  Basic authentication improvements will allow data setup without manual header setup, and OAUTH improvements will allow customers that use a third party (ie. Salesforce) to be authenticated directly in the ECS server (no proxy); API calls will be made to a third party and authentication parameters will be passed directly from ECS.  In an upcoming release, Setup will include the capability to set up a Post Call Surveys within the ECS system.  Questions for surveys will be able to be defined and configured to collect information about the customer experience with Agents for telephony, chat and SMS  interactions.  The results of these surveys will be included in future reporting.

This release contains the following bug fixes:

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