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
Standard Wallboard 'Lite'
You now have the option to use a traditional wallboard that offers the same functionality as the existing standard wallboard, but features an updated user interface. A new toggle has been added to the wallboard, allowing you to switch to a view that resembles the old standard wallboard. This streamlined design condenses the information displayed, enabling more agents to be shown at any given time.
Show Call Customer/Call Driver Attempts
When customer-to-driver and driver-to-customer calls are made, Phantom now logs this information in the booking's change history. By logging this information, dispatchers can see whether the driver has tried to contact the customer through the system or if the passenger has attempted to reach out. This helps prevent situations where customers claim they were not contacted by the driver.
Improvements
Routing Based on Passenger Reliability
You can now route calls based on passenger reliability, enabling you to set procedures for various customers. For instance, if a customer frequently cancels bookings, you may route them to a message indicating that they cannot make a booking at this time. Five categories dictate how the routing functions:
- New Customer (This is the default route if this feature is disabled)
- Whitelisted Customer
- High Reliability Customer
- Medium Reliability Customer
- Low Reliability Customer
Last Seen Column
We have introduced a new column, 'Last Seen', in the Phones section that displays the date when a device was last connected.
Inbound/Outbound Recordings: Ring Time
We have added a new 'Ring Time' metric in the inbound/outbound recordings section, which displays the elapsed time before any inbound call is answered.
Ring Group Stats & Ring Group Calls: Media Player
There is now a media player for audio files to Ring Group Stats and Ring Group calls. Previously, you could only download the audio files.
Hash Key to Remove Recording File
To improve instruction clarity, the TTS Audio Manager now clearly states to press the Hash '#' key after entering an agent number when removing the recording file.
Main Calls Search
When searching for an outgoing number in the Main Calls report, the search bar has been changed to a fuzzy search which includes both outgoing and inbound calls.
Dialling Outgoing Number
When an agent is dialling, the outgoing number is now displayed on the Wallboard.
Granular Access Controls: Templates
Users can now save templates in Granular Access Controls for interface users.
Penalty Improvements
Penalties are now applied immediately and are also shown for individual queues.
Bug Fixes
- Fixed: Issue causing changes to the voicemail configuration in which ownership of the voicemail config file is incorrectly
- Fixed: Issue where some pages load before all the API calls have returned.
- Fixed: Issue where the VO dropdown is blank on System CBR.
- Fixed: Issue where 'Threshold' is misspelt for the settings 'Bounce threshold to autopause' and 'Missed Call Back threshold'.
- Fixed: Issue where the system ignores the set ring time for agents.
- Fixed: Issue with diaplan that prevented agents from being dialled correctly.
- Fixed: Issue where some configuration changes would not save upon refreshing the wallboard.
- Fixed: Issue where user permission sub-categories show as active when the master toggle is disabled.
- Fixed: Issue where duplicates occur due to the system not removing old devices.
- Fixed: Issue where calls routing from a queue direct to an agent were not respecting the agent settings.
- Fixed: Issue where third-party IVR reporting is showing inconsistencies on the hourly and minute-by-minute views.
- Fixed: Issue where IVR landline/mobile ban toggles are not working for country numbers other than UK and Brazil.
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.