In today’s blog post, we are excited to talk about our new release of PBXware and gloCOM 6.3. We know that learning about new releases (even ones with exciting new features) can sometimes feel like you are reading a press release or an instruction manual.
To keep it light, we will only focus on a few new features that will be big selling points when pitching this upgrade to your customers. However, if you are interested in doing a deep dive on all the changes, look at the official release notes for PBXware and gloCOM.
Let’s dive in!
SMS
We obviously must start with the most significant feature added in the update – SMS! In a previous blog post, we covered everything you need to know on how it works, additional bonuses, and how to activate it. Check out the blog post here.
SMS is available in all editions of PBXware 6.3, such as Multi-Tenant, Contact Center, and Business. Once the Account Manager enables SMS on the customers’ license and completes the initial configuration, they can hand off the following steps to the PBXware administrator. The administrator can then navigate to the SMS menu on PBXware and begin identifying the trunks needing configuring for SMS purposes, access the list of numbers to assign them to extensions, and start the setup! At this time, only one DID can assign to one extension.
Once the setup is complete, the feature will appear as a module on gloCOM and gloCOM GO.
Reports
With a new feature comes new reports! Now PBXware administrators have access to SMS reports. The SMS reports provide information like:
- Specific Tenants
- Numbers Associated with Sent Messages
- Numbers Associated with Received Messages
- Extension Numbers
- Date/Time
- The direction of the message (Inbound/Outbound)
On top of that, each entry has a status field associated with it. Statuses vary of Received, Sent, Failed, and Pending. If a message is marked as ‘Failed,’ an ‘Error Message’ notification will explain why the particular message failed to send.
Not only can the administrators access these reports in the SMS section, but they can also see them in their Online Self Care. The MDR (Message Detail Report) is very similar to the existing CDR (Call Detail Record). All the data pertaining to SMS can be filtered accordingly and downloaded neatly into a CSV file.
Notifications
In version 6.3 of both PBXware and gloCOM, we improved the types of notifications users receive. We just want you to be in the know, you know?
Starting with the Emergency Services Email Notifications. When configuring the emergency service section, users could enter options like Police, Fire, and Ambulance. Also, they could only enter one email address to receive notifications. Now, administrators can enter one or multiple email addresses depending on their preferences and needs!
The SMS notifications users will receive are very similar to the chat notifications. The only difference is the SMS notification will say “SMS from” to let users know it is text and not a regular chat. The gloCOM user can navigate their preferences to set whether they want to receive notifications and modify for different scenarios.
Let’s talk about an old friend of ours during this pandemic, the mute button! If I had a dollar for every time I was in a virtual meeting and heard, “Sorry, I was on mute.” Now, when a user is muted and begins speaking, they will receive a pop-up notification reminding them to unmute to be heard. The UnMute Notification will be convenient for future meetings and hopefully boost productivity!
Finally, on gloCOM GO, all of your available notifications will display as a badge on the app icon. The notification badge will compile total chats, SMS, phone calls, etc. and group them as one to let the user know how many notifications they have waiting for them. A minor enhancement, but another reminder on why small details matter!
Queue Monitoring
If you have customers who are Contact Centers, then you understand how vital activity tracking is. Administrators should be able to monitor and perform searches for either single or multiple queues. In PBXware 6.3, Queue names are now placed at the top of the page to make data tracking easier. When a user clicks to open a Queue Monitoring page for a specific Queue, they are immediately redirected and can see all the necessary information to monitor any activity successfully.
Agent Experience
The Bicom Systems team also enhanced agent experience for those working in busy Contact Centers. Usually, once a call is complete, a new one would come through the queue forcing the agent to answer it right away. But now, an Agent can set themselves to ‘pause’ and still make an outbound call. Once the agent is done, they will remain on pause to update their notes, work on other tasks, or take a break!
We are thrilled about these new features now available to use on PBXware and gloCOM. If you are looking to upgrade your PBX and Unified Communication solutions to something more flexible, contact our sales team. You can fill out this form on our website or send them an EMail directly to sales@bicomsystems.com.
Are you an existing partner who is looking to upgrade to the latest version? Contact your Account Manager!
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