July 2026

IVR Import/Export

Previously, it was very time-consuming to copy an existing IVR setup from one project to another. We have created a functionality that makes this a very easy process. Now you can select the desired IVR setup, export it into a single file, and import it wherever you want to use the same setup. The entire IVR logic will be copied, but you will need to make sure that the referencing of the entities are correct.

Other new features released

• In Inbound queue settings, when setting up dropped record handling, there are new settings available. You can now define to which record the shared callback should be created:
• VCC Live 360 now includes:
  • Agents can now open QM scorecards with transcripts
  • Users can now accept inbound calls by pressing ENTER
  • You can now switch to prework from a customer that was searched
  • Automatic record opening to prework
  • Project colours
  • Display of short ID and record ID for interactions
  • Display of called number and label for inbound calls
  • Caller ID selection by agents on break and custom state
  • Field-based agent commissions

Other updates and bug fixes

• A script error occurred if users moved a script page to a datasheet
• QM score was incorrectly displayed on the QM card if a category was marked as unsatisfactory
• If an IVR process was cut and pasted, the original Timesheet was not updated