New in this Release

The following are changes and enhancements related to the client in 7.4. For a full list of changes affecting the whole suite refer to the Quality Management Suite 7.4 Release Notes.

Integration Enhancements

  • New integration support for NEC SV9500 using OAI and forked audio. Phones will need to support forked audio recording. See the NEC integration guide for more information.
  • Support for SipRec on Avaya SBC.
  • Support for SipRec on Cisco Gateways.
  • Support for SipRec on Broadworks.
  • New integration support for recording from Microsoft Teams when paired with Enghouse Contact Center. See the Microsoft Teams integration guide for more information.
  • High Availability support for Avaya Call Manager
  • Allow multiple SNMP server per recording service for Avaya IP Office
  • Support for Windows Server 2019
  • Support for Enghouse Vocal Coach 4.2

Performance and Scalability

  • Reduced SQL footprint by caching frequently accessed data.
  • Corrected bottlenecks in audio processing logic.
  • Improved performance of the realtime page.

Screen Recording

  • Added a new option to record a percentage of call triggered screen recordings.
  • Added a new option to trigger application based screen recording from voice calls, webchat or IM.
  • Desktop Agent components are now updated only when necessary.

Client Enhancements

  • Scorecard question types are now customizable.
  • Transcriptions can be exported to PDF.
  • New “search within table” function for lists of users.
  • Added a new email alert when a recording does not receive audio.
  • Client logins are now audited.
  • Added selectable months/years to all calendar controls
  • New column in search results indicating media used in evaluation.
  • Existing archive storage locations are now editable.
  • Relaxed the character limitations for department and locations.
  • AgentID character limit increased to 50 characters.
  • “One random result” and “Do not show hidden recordings” added to the list of search options that can be saved.
  • Available transcription languages can now be edited via the client interface.