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Roadmap

Mobile Office Roadmap

Besides the efforts of the development team to constantly improve the stability of the application, we like to look ahead and determine what the next features are to make Mobile Office even better for end users. Below is brief overview of the roadmap so that you already have a sneak peek of what's coming in the next months. In case you would have ideas or like to contribute to the roadmap, we welcome you to reach out to us via mosupport@idealsystems.be.

The content described below is intended to outline our general product direction for informational purposes only. It is not a commitment to deliver any material, code or functionality.

Discovery
We are researching the possibility of introducing these features:

  • Puresocial Integration for Whatsapp.
  • AI summary in interaction details
  • Missed call notifications on app badge
  • AI wrap-up code suggestion
  • Support for internal chats between agents
  • Support for outbound Openmessaging

 

Planned
The following features are planned for future development:

  • Set out of office status in the app
  • Search agents by their job title, department or skills.
  • Indicate which agents are users synced via MS teams
  • Visual indication of Secondary statuses
  • Option to disable RONA

 

 

 

In Development
The following features are currently in development and will be part of the next release
  • Re-designed UX (V12)
  • Forward call to ringing group (V12)
  • Display which queue/group was called in recents overview (V12)
  • Allow multiple CRM links as participant data (V12)
  • Quick switching between PSTN and WebRTC (V12)
  • Schedule callback during and after interaction (V12)
  • SecurePause integration (V12)
  • ServiceNow app-to-app integration (V12)

 

Version 12 Bèta out now!

See migration guide here, GA planned for January 6th, 2025.

Untitled design (8)

Release notes

Version 12.0.5 (Bèta)

Bugfixes and improvements:
- Infinite loading of "recent" screen
- Not able to load contacts 

Version 12.0.4 (Bèta)

Mobile Office 12 Bèta: 
- Updated UX
- Schedule Callback
- Quick switching PSTN/WebRTC
- Allow Multiple CRM links
- SecurePause integration
- ServiceNow Integration
- Improved admin console
- Display queue/group in recents
- Forward call to ringing group

Version 11.6.2. (October 2024)

Bugfixes and improvements:
- Fix for users unable to make outbound calls after temporary disconnect.

Version 11.6.1 (August 2024)

Bugfixes and improvements:

  • Paste numbers in keypad
  • Microphone improvements inbound calls
  • Filtered out contacts without phone number
  • Improved call ringing for certain devices
  • Improved tablet usage
  • Technical updates
Version 11.6.0 (July 2024)

Bugfixes and improvements:

  • Select phone improvements
  • Improved number recognition for US numbers when using Click-to-dial
Release 11.5.2. (June 2024)

Bugfixes and improvements:

  • Improved visualisation of transcriptions
  • Improved loading of transcriptions
  • Improved sound levels for voicemails
Version 11.5 (June 2024)

Bugfixes and improvements: 

  • Outbound WhatsApp
  • New Interaction Details Screen
  • Voice Interaction Transcription
  • Upgraded WebRTC SDK
Version 11.4.1 (April 2024)

Bugfixes and improvements:

  • Support for OpenMessage interactions
  • Voicemail improvements
  • Updated image exchange for whatsapp and web messaging
  • Fix for "connection lost" error
  • Fix for slow app startup
  • Fix for unnecessary "missed call" notifications"
Version 11.4.0 (April 2024)

Bugfixes and improvements:

  • Improved voicemail handling: timestamps and unread voicemail notification
  • Improved keypad functionality: paste copied number
  • Show local contact name in push notification instead of phone number
  • Fix for failing outbound calls
  • Fix for users that are unable to hang up calls
Version 11.3.0 (March 2024)
  • Ability to switch Bluetooth audio device during interaction
  • Ability to favoritise "no queue" as the default outbound queue
  • Bad network notification in case of a slow internet connection
  • UX improvements including easier navigation and improved readability
  • Improved and simplified interface for Genesys Cloud Communicate users
  • See availability of agents upon transfer
  • Bug fixes and stability improvements
  • WebRTC - Stability improvements
  • Microphone improvements
  • Fix for Interaction notes upon transfer
  • Fix for spinner icon on iOS after wrapup
  • Fix for issue where muting would end the call
  • Fix for users unable to release calls
Version 11.2.4 (January 2024)

Bugfixes and improvements:

  • Updates to allow Genesys Cloud Communicate users on Mobile Office
  • Ability to change volume during voice interaction
  • Speaker mode updates
  • Universal linking updates
  • WebRTC and audio stability updates
  • Improved error messages
  • Fix for "Setting up audio" issue when accepting inbound voice interaction
  • Fix for users unable to release calls
  • Fix for issues shortly after call transfer
Version 11.2.3 (December 2023)
Bugfixes and improvements:
  • User not able to pick up incoming call
  • Incoming call gets automatically declined
Version 11.2.2 (November 2023)
Bugfixes and improvements:
  • Microphone not working during call interactions
Version 11.2.1 (November 2023)
Bugfixes and improvements:
  • Group voicemail sorting
  • Improved user experience for Communicate license users
  • Issues with "Not responding" status
Version 11.2.0 (October 2023)
  • Added support for: whatsapp, salesforce, canned responses and local contacts
  • Multi-zone support for all Genesys regions for faster dialling and less latency
  • iOS 17 support
  • UX improvements including clearer navigation and improved icons
  • Stability improvements
  • Bug fixes and improvements
    • WebRTC - Stability improvements
    • Callback handling (ACD-routed callback & Voicemail interactions)
    • Improvements for visualisation on tablet devices
    • Visualisation of “recents” which was blank for some users

More information here.