📢 Communicator 7.4.0 – Release Notes

The Communicator 7.4.0 update introduces several new features and enhancements across Desktop, Web, iOS, and Android platforms. These updates focus on improving communication, customization, user experience, and reporting capabilities.

🖥️ Communicator Desktop

📞 Call Forwarding Destination

Users can enable call forwarding via the Call Forwarding tab. Calls can be forwarded to:

  • An internal or external number

  • A voicemail box

😀 Message Reactions (One-on-One Chats)

Users can now react to individual messages in one-on-one chat conversations using emoji reactions.

🎧 Contact Center Module

📊 Customer Satisfaction Survey

Collect feedback from customers after voice or messaging interactions.

Voice Surveys:

  • Surveys are played after the agent ends the call.

  • Agents are alerted with a “Post Call Survey” label in the call window when a survey is enabled.

  • Hovering over the label displays a tooltip explaining the survey.

Messaging Surveys:

  • Ratings and feedback are shown in the conversation card of the agent app.

🌟 Customer Rating & Feedback

  • Agents can view feedback for conversations they participated in (within the Closed Conversations tab).

  • Supervisors can:

    • Access all agent feedback

    • Listen to call recordings

    • View chat history

    • Export data for analysis

✉️ Email Signature Templates

Pre-configured signature templates can be used by agents or customized for consistency and branding.

📉 Abandoned Calls in Supervisor Panel

A new “Abandoned” column appears in the Supervisor Panel’s Queues tab:

  • Displays abandoned call counts per queue (updated every minute)

  • Right-click to view a detailed list (Time, Caller ID, Queue Name)

  • Export to CSV (compatible with My Dialer)

🌐 Communicator Web

📅 Scheduled Meeting Notification

Users receive a notification N minutes before a scheduled meeting starts.

  • Configurable via Preferences → Meeting tab

  • Default: Enabled

  • Can be disabled by unchecking the “Enable notification for scheduled meetings” box

😀 Message Reactions (One-on-One Chats)

Same as desktop: users can add emoji reactions to messages in private chats.

📱 Communicator GO – Mobile (iOS & Android)

🎨 BRM Branding Support

Support for Business Ready Modules (BRM) allows app customization:

  • Light/Dark Theme Colors

  • Company/App Name

  • Product, Help, and Changelog URLs

  • Company Logo (App & Login Screen)

⏸️ Pause and Wait-to-Dial Phone Number Functionality

Enhancement for softphone dialing:

  • Long press * inserts a pause symbol ( , )

    • Pauses 2 seconds per comma before sending next digits

    • e.g., 1234567890,,5678 = 4-second pause before dialing 5678

  • Long press # inserts a wait symbol ( ; )

    • Prompts user to confirm before dialing the remaining number

    • e.g., 555-123-4567;1234 = prompt before dialing 1234

😀 Chat Reactions (One-on-One Chats)

Reactions now available on mobile:

  • Tap reaction button to add/remove emoji responses to messages

📝 Expand Chat Input to Full Screen (Android Only)

On Android, when messages reach 4+ lines, an expand button appears:

  • Tap to enter full-screen input mode for longer message composition