Release Date: April 2024
Here you will find the latest features, improvements, and bug fixes for Phantom.
To ensure you have the best experience using Phantom, we recommend always updating to the latest version available.
Note: The features available to you within Phantom will depend on your company's configuration of Phantom and the current version you're using.
What's New
Busy Tone When Calling Agents in Use
We have added a busy tone to indicate when the device is in use. This setting is enabled by default. You can enable or disable incoming calls, including internal calls, when busy in Agent Settings.
Improvements
Call Time Report
You can now access a new report called 'Call Time Report' which shows the total outbound and inbound call time per trunk. It can display the overall time for all trunks together or for selected trunks only.
Agent Change Penalties
Agents with proper permissions can now change their penalties on the fly via the star code *81. Entering *81 prompts the agent to enter the priority level (penalty) on the dial pad, following this they can enter a queue number and/or single digit for penalties. The following are the possible outcomes of using this feature:
- *81 prompts the calling agent to enter the penalty on a dial pad and set this penalty for all queues.
- *81XXX where XXX is a queue number prompts the agent to enter the penalty and set it only for a specified queue.
- *81*Y where Y is a single digit sets this penalty for this agent for all queues.
- *81XXX*Y where XXX is queue and Y is a penalty sets this penalty for a specified queue.
The ability to do this is configured in Routing > Dialing Groups > Penalty Override Toggle.
Agent Penalty Per Queue
Agents now can set different penalties depending on what queue they are in.
Change Outbound CLI
Using the new star code, *83, agents can now change their outbound CLI. Agents must have the permissions to be able to do this. To do this the agent must enter a number associated with the DDI and type in the full number.
CC/CD Call: Improved UX
We have improved the user experience by informing the user when there are no channels available for a CC/CD call and returning the call to the network.
Custom Wallboard: Agent Widget
The agent widget on the custom wallboard now contains and displays information similarly to the standard wallboard.
Yealink Devices Improvements
We have introduced improvements to Yealink devices by incorporating the sipnotify function.
Audio Manager
We have added some more prompts to the Audio Manager.
System Caller Based Routing: Underscores
Underscores are no longer required when using system caller based routing.
Queue Overview Report
The new Queue Overview Report option has been added to the Report Scheduler.
Removal of Driver Pay Report
We have removed the Driver Pay report as the Driver Pay service has been removed.
Default On Hold Music
You can now configure the default on-hold music file and upload your own. This can be found under Recordings > System Recordings > Music on Hold Manager.
Bug Fixes
- Fixed: Issue where Asterisk is causing CLI to not send to the second originate channel correctly.
- Fixed: Issue causing the BookID to not send to Ghost correctly on an interactive no fare when the customer does not answer.
- Fixed: Issue where ACL was previously not available for ICE candidates. It has now been added.
- Fixed: Issue causing shortcode names to not display when dialling a shortcode on physical devices.
- Fixed: Issue causing the wallboard to not show trunk status correctly.
- Fixed: Issue causing agents to be called by a call they have hung up when operator ratings are enabled.
- Fixed: Issue where duplicate agents could be created.
- Fixed: Issue where call priority is not retained when a call is passed from one queue to another.
- Fixed: Issue where errors are occurring when attempting to store strings through the UI that are longer than the corresponding MySQL field allows.
- Fixed: Issue where abandoned VO calls are not counted as 'abandoned'.
- Fixed: Issue where the Agent Login History report cannot display times over 300 hours.
- Fixed: Issue where the way channels are calculated when using third-party IVR was resulting in inaccuracies.
- Fixed: Issue with parking not picking up the correct call.
- Fixed: Issue where all recordings were not encapsulated when querying recordings.
- Fixed: Issue where the agent tiles on the standard wallboard are not showing which queue they are paused in.
- Fixed: Issue where the abandoned widget on the custom wallboard was not correctly updating for specific queues.
- Fixed: Issue where deleted widgets are leaving a placeholder square on the custom wallboard.
- Fixed: Issue causing PCLI to break when there are no softphones/physical phones logged in.
- Fixed: Issue webphone does not support autoanswer.
- Fixed: Issue where the Agent Login History report is showing time figures that are not consistent with other reports.
- Fixed: Issue where the Show Percentage toggle is not remembering its setting.
- Fixed: Issue where there is unnecessary dropdown data for pie charts on the custom wallboard configuration.
- Fixed: Issue where the average call length and max call length graphs are not correctly updating on custom wallboards.
- Fixed: Issue causing the queue to become uneditable on queue graphs in the custom wallboard configuration.
- Fixed: Issue causing the Lines In Use Report to break when PJSIP is enabled.
- Fixed: Issue where the Lines In Use widget on the custom wallboard is not working correctly.
- Fixed: Issue where there is a routine that unnecessarily alters the time based routing times. This routine has been removed.
- Fixed: Issue where scheduled reports are not showing the correct figures.
- Fixed: Issue where calls on the standard wallboard were not showing the correct queue when terminating from one queue to another.
Minimum Requirements
To ensure Phantom operates and performs as designed, please make sure that your device meets the requirements listed below:
- Broadband Internet Connection (Fibre Optic leadline recommended)
- Asterix compatible physical handsets or compatible PC headset (If using built-in webphone)
- SIP Provider that uses Port 5060
- Static IP Address
Note: Mobile-based broadband is NOT supported for use with the Phantom Phone System.