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Deerfield.com > Products > VisNetic MailFlow > Features > New in 3.8! |
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VisNetic MailFlow 3.8 - Features and Enhancements
VoIP Integration - VisNetic MailFlow is now able to authenticate directly with PBX servers, allowing users to manage their email and voice communications centrally on the MailFlow server. Outbound telephone calls can now be initiated directly within MailFlow using the phone numbers associated with each Contact record. VisNetic MailFlow currently supports 3CX IP PBX for Windows. Click to Call - initiate a phone call with a click, simply by selecting the appropriate contact, then clicking the Dial option. A phone call is initiated through the PBX, causing the extension to ring. When the Agent picks up the phone, the call is immediately made to the contact. Phone Call Time Stamps and Notes - when a call is initiated in MailFlow a timer automatically starts. When the Agent completes the call and selects to stop the timer, the call time is recorded in the contact record. Conversation notes can also be recorded for each phone call, giving MailFlow users access to complete phone conversation history information. Bulk Options – users may now take a bulk action on all of the tickets within a Ticketbox, including: moving tickets to a new ticketbox, and closing or deleting all tickets. VisNetic MailFlow 3.7 - Features and Enhancements
Custom Ticket Fields - this new ticket field provides an additional layer of tracking and record keeping, allowing Agents and Administrators to associate such items as order numbers, customer id records, support incident numbers, etc., with each ticket. Administrators can require Agents to enter the appropriate custom ticket field information in each ticket before responding, ensuring that each ticket contains the appropriate information. Additional Email Address Options - instead of using the default "From" email address and name in a Ticketbox, Agents may now select the appropriate email address while using the same name. General Enhancements - additional features and enhancements in 3.7 include vastly improved handling of inbound attachments, a restructuring of the database monitor that moves it to its own MailFlow thread, vastly improving MailFlow performance when backups occur, and much more. VisNetic MailFlow 3.6 - Features and Enhancements
Agent Audit - Agent activities are now logged and can be reported on via the reporting menu. This feature will allow an organization to more closely track Agent productivity in MailFlow and also provides a clear audit trail for management review. Locked Ticket Search - The Ticket search logic has been extended to support locked tickets. Tickets are typically locked when an Agent opens a message response window. Administrators can now search the system for locked tickets and perform unlock and other functions on them. Ticket List Column Selector - Agents can now select which Ticket list columns to show. Defaults are defined in Agent preferences, individual Ticket lists can be defined independently via the "Columns" toolbar button in each Ticket list. Ticket Activity Report - Ticket activity report has been added to both real-time and scheduled reporting. Managers can now get a feel for the number of Tickets that traverse a defined TicketBox within a specified time period. Security Access Controls - Additional Access Controls have been added to allow administrators to restrict access to specified system features. The new controls include Ticket Auto Reopen and Agent Audit Reports. VisNetic MailFlow 3.5 - Features and Enhancements Ticket Categories - Tickets can be classified based on custom Ticket Categories, providing organizations with new, valuable sorting and prioritizing options. Categories may also be reported upon. Scheduled Reports - Scheduled Reports allows for scheduling of Standard reports, with results optionally being sent to the Report Owner via email. Email Workload Distribution - Several Routing Rule enhancements including assigning a message to multiple TicketBoxes based on the percentage of Tickets in the destination TicketBoxes. When a new message is received that satisfies the routing rule and a new Ticket will be created, a query of Tickets in the destination TicketBoxes will be performed. The new Ticket will be placed in the TicketBox that will result in the most even (target) distribution of Tickets. Enhanced Standard Response System - Recommended Standard Response to the Agent has been extended to include recommendations by TicketBox and by Category. Extended Alert System - Multiple Age and Watermark alerts at the Category and TicketBox level. Agents and Groups may be alerted Internal to VisNetic MailFlow or to a designated email address. Watermark Alerts are based on Messages either in a TicketBox or Ticket Category and when the number of open Tickets reaches a defined b value. Age Alerts are based on Messages either in a TicketBox or Ticket Category that are created or re-opened after a defined time period. Ticket Escalation - Ticket Escalation Groups allow an Agent to be set to escalate Tickets to a Group in addition to another Agent. If the Agent has a Ticket escalation recipient defined, they will find an Escalate toolbar button in the Ticket Properties dialog. Clicking this button will escalate the Ticket accordingly, effectively changing its ownership. Scheduled Auto Messages - Automatically send a message to a Contact at some point in the interaction timeline (3 days after a Ticket is closed, as example). This new system provides automated follow up to inbound inquiries, and can be used to promote additional products or services, gather feedback through surveys, etc. The Auto Message System allows you to optionally create a new Ticket for the Message, while defining the Owner, TicketBox, and Ticket Category. Scheduled Auto Responses - Automatically send email responses to Contacts based on Ticket State. The Auto Response simply sends a designated Auto Reply based on specified criteria. The Auto Response message will be added to the string of messages within the original Ticket. Processing Rules - Processing Rules simplify inbound Message routing and work in conjunction with the Default or Custom Routing Rules and used to assign the Ticket Category based on Text Matching of the inbound message. Processing Rules are enabled on a per Custom Routing Rule basis. Ticket Search Results Sorting - Ticket Search Results are extended to sort results by: Date, Contact, Subject, TicketBox, Ticket Category, Ticket ID, Ticket Priority, and Ticket State. Complete VisNetic MailFlow Release Notes are available at: http://www.deerfield.com/support/visnetic-mailflow/releasenotes/ |
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Email Routing
