Queue Management

2025.2.0 (27.2.2025)

Modernized Exception Management
All customers now have access to our New Exception Management. This modern solution replaces the legacy system in the future, for now it is possible to switch to the new editor link.

Optimized Call Forwarding
Call forwarding for numberless queues and IVR systems to PSTN is now restricted. This change helps ensure service integrity.
Updated IVR Naming
For clarity and ease of use, the feature formerly known as “Smart Routing” in the Portal IVR is now called Smart IVR. This new name better reflects its enhanced functionality.
Enhanced Service Hours Management in VoiceHub
A new Manage Service Hours button is now in the main queue view in VoiceHub. This feature is available for Group Managers and supervisors.
Improved Exception and Overflow Handling
To prevent configuration errors, you can no longer add multiple instances of overflows or exceptions of the same type. This change simplifies management and reduces potential errors.
Queue Copy Enhancements:
- When copying a queue, both the recording settings and the associated queue product are now duplicated correctly.
- Any previously missed targets during the queue copying process have also been fixed
Real-Time Transcription for Queues
- The Real-Time Transcription product is now available for implementation in queues. As a systemwide product, this feature enhances accessibility and efficiency in managing transcriptions across the platform.

You can now preview service hours directly in the calendar view. A more detailed description is available at Service Open
Users will be notified about changes and new releases in Voicehub queue management.
A new setting "EmailToAllocated" is now available in the callback list settings.
Currently, a numberless queue/IVR system lacks the capability to configure exceptions and set operating hours. This will quide user to add phone number when necessary. A more detailed description is available at Queue functionality Without a Phone Number .2024.3.1 (27 November 2024)
Direct callbacks are now included in references listed under callbacks.

The implementation of the initial phase of the "smart IVR" model is now within the Voice Portal.
Three new product are introduced for the queues.
- Transcription
- Queue Recording
- Callback list recording
Now exception rules require hours to be set.

Changes on how to set up timetables in queue management were enhanced. Documentation regarding timetable handling can be found from here. A similar change has been made to exceptions, documentation can be found here.
A bug fix in prompts rule settings, documetation can be found here

Users can now manage alerting time settings through the queue settings.
From now on, when creating a new queue, users must actively choose the queue's language.