{"id":12422,"date":"2024-02-29T16:04:17","date_gmt":"2024-02-29T21:04:17","guid":{"rendered":"https:\/\/www.specialtyansweringservice.net\/?p=12422"},"modified":"2024-03-01T13:52:05","modified_gmt":"2024-03-01T18:52:05","slug":"february-2024-release-notes-new-add-on-settings-revamp-and-more","status":"publish","type":"post","link":"https:\/\/www.specialtyansweringservice.net\/february-2024-release-notes-new-add-on-settings-revamp-and-more\/","title":{"rendered":"March 2024 Release Notes &#8211; New Add-On, Settings Revamp, and more!"},"content":{"rendered":"<p>We\u2019ve just added some new features to enhance your answering service experience! Check out our release notes which includes a new add-on feature, a revamp of our Settings page, new number features, and more!<\/p>\n<h2>Premium Add-On Features<\/h2>\n<ul>\n<li><strong><a href=\"https:\/\/support.specialtyansweringservice.net\/article\/522-learn-about-the-premium-queue-voicemail-add-on\">Queue Voicemail Add-On<\/a>:<\/strong> This feature gives users the ability to alter the Press 1 Callback feature to include a prompt for callers to press 9 to leave a voicemail. Voicemails will be visible within the call log and can be emailed to up to 5 email addresses. If both Voicemail and Transcription add-ons are activated, the email received for queue voicemail will include a transcription of the voicemail.<\/li>\n<li><strong>Reporting<\/strong>: New <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/351-available-reports-in-sas-flex-new#hold\" target=\"_blank\" rel=\"noopener\">reporting<\/a> has been added for the Premium Live Call add-on feature.<\/li>\n<\/ul>\n<h2>Settings<\/h2>\n<ul>\n<li><strong>Settings:<\/strong> Relish in the power of Settings with a refreshed UI and new number configuration options! Enjoy more control over when your greetings and callbacks are active, add pronunciation hints, and whisper important instructions to operators.<\/li>\n<li><strong><a href=\"https:\/\/support.specialtyansweringservice.net\/article\/294-configuring-assigning-numbers-sas-flex\" target=\"_blank\" rel=\"noopener\">Number Settings<\/a>:<\/strong> Upon saving changes to a number that is assigned to a script or Advanced IVR, a pop-up will appear allowing users to listen to all upfront greetings, played in the order in which your callers will hear them.<\/li>\n<li><strong>Holidays:<\/strong> Within Holiday settings, users have the ability to <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/287-business-hours-adding-holidays\" target=\"_blank\" rel=\"noopener\">enable public holidays<\/a> which will automatically populate all public holidays for the current year.<\/li>\n<li><strong><a href=\"https:\/\/support.specialtyansweringservice.net\/article\/394-about-company-settings\" target=\"_blank\" rel=\"noopener\">Security Pin<\/a>:<\/strong> Within Account Settings, users now have the ability to create and activate a PIN to lock sensitive areas of their account from agents.<\/li>\n<li><strong>FAQs:<\/strong> Users now have the ability to <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/280-adding-faq-categories-articles\" target=\"_blank\" rel=\"noopener\">mark an FAQ<\/a> as &#8220;popular&#8221; which will add a star next to the FAQ in the operator view.<\/li>\n<li><strong>Callback:<\/strong> In both <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/415-activating-the-queue-callback\" target=\"_blank\" rel=\"noopener\">Press 1 Callback<\/a> and <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/447-activating-and-configuring-queue-callback\" target=\"_blank\" rel=\"noopener\">Queue Callback<\/a> systems, users now have the ability to select the active timeframe by hour and day of the week in addition to the original settings.<\/li>\n<li><strong>Press 1 Callback:<\/strong> If Press 1 Callback is activated, users have the ability to activate an SMS feature which will send a confirmation text to the caller after they&#8217;ve pressed 1 for a callback.<\/li>\n<li><strong>Greeting:<\/strong> In the <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/426-updating-your-front-end-greeting\" target=\"_blank\" rel=\"noopener\">Front End Greeting<\/a> section of Number Settings, users can select specific hours and days for after hours greetings to play.<\/li>\n<li><a href=\"https:\/\/support.specialtyansweringservice.net\/article\/526-adding-agent-whisper-greetings\" target=\"_blank\" rel=\"noopener\"><strong>Whisper:<\/strong><\/a> In Number Settings, users now have the ability to configure agent whisper greetings, both for company pronunciations and agent instructions.<\/li>\n<li><strong>Periodic Announcements:<\/strong> In the Announcements section of <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/294-configuring-assigning-numbers-sas-flex\" target=\"_blank\" rel=\"noopener\">Number Settings<\/a>, users can now offer callbacks in between each announcement.<\/li>\n<li><strong>On-Call:<\/strong> In the On-Call section of Number Settings, users utilizing our <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/322-understanding-oncall-schedules-and-rotations\">automatic Reach On-Call system<\/a> can configure additional settings:\n<ul>\n<li><strong>On-call press 2 dial:<\/strong>\u00a0In a Recording or TTS type reach, your staff has the option of pressing 2 to dial the caller back directly. This section will allow you to change the caller ID that appears on the caller&#8217;s phone upon the call back.<\/li>\n<li><strong>Reach confirmation<\/strong>: In a Recording or TTS type reach, staff members will be prompted to press 1 to accept the message. You can change this setting to\u00a0<strong>DTMF and voice<\/strong> to give the caller the option to either press 1 or say 1 to accept the message.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Programming<\/h2>\n<ul>\n<li><strong><a href=\"https:\/\/support.specialtyansweringservice.net\/article\/527-configuring-a-workflow-round-robin-script-block\" target=\"_blank\" rel=\"noopener\">Workflow (Round Robin) Block<\/a>:<\/strong> A new script block has been created which can evenly distribute calls among staff members without having the operator choose at random.<\/li>\n<li><strong>Alerts on Script Blocks:<\/strong> New <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/309-getting-started-with-script-blocks#alerts\" target=\"_blank\" rel=\"noopener\">alerts<\/a> have been added on scripting blocks to ensure operator instructions are as clear and succinct as possible.<\/li>\n<li><strong>Lunch and Holiday Closings:<\/strong> Users now have the ability to set Lunch and Holiday closings within <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/532-configuring-a-reach-block\" target=\"_blank\" rel=\"noopener\">Reach<\/a> and <a href=\"https:\/\/support.specialtyansweringservice.net\/article\/531-configuring-a-cold-transfer-block\" target=\"_blank\" rel=\"noopener\">Cold Transfer<\/a> script blocks.<\/li>\n<\/ul>\n<h2>Amazing Tips<\/h2>\n<p>New features are great, but knowing how to use old features are even better! Check out some great tips below for how to get the most out of features we\u2019ve deployed in earlier releases you may not have known about:<\/p>\n<ul>\n<li><strong>Non-Message Alert:<\/strong>\u00a0A Non-Message alert option has been added within a\u00a0<a href=\"https:\/\/support.specialtyansweringservice.net\/article\/293-updating-where-messages-are-sent-using-profiles\" target=\"_blank\" rel=\"noopener\">Profile\u2019s Contact Methods<\/a>\u00a0where a preformatted text message which includes the non-message call classification, the agent comment, and the Caller ID will be sent for non-message calls.<\/li>\n<li><strong>Ability to Stop a Reach<\/strong>\u00a0\u2013 If you\u2019re using our\u00a0<a href=\"https:\/\/support.specialtyansweringservice.net\/article\/315-understanding-on-call-types-new\">automated reach on-call<\/a>\u00a0feature, you\u2019ll now have the ability to stop a reach right from the portal without having to accept the phone call or SMS message. If you\u2019re in the portal while a reach is active, you can stop it from the top of the call dashboard and on the call itself.<\/li>\n<li><strong>Hold my Calls:<\/strong>\u00a0A new feature has been added within the Profiles tab that allows users to\u00a0<a href=\"https:\/\/support.specialtyansweringservice.net\/article\/293-updating-where-messages-are-sent-using-profiles\">hold their calls<\/a>\u00a0if they are using the Warm Transfer block within their script. This feature controls your warm transfer availability. \u00a0If this feature is turned on, agents will not be able to transfer calls during the timeframe you\u2019ve set. You may want transfers to be held for company meetings, early closures, or any other time you\u2019re too tied up to take calls!<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019ve just added some new features to enhance your answering service experience! Check out our release notes which includes a new add-on feature, a revamp of our Settings page, new number features,<\/p>\n","protected":false},"author":15,"featured_media":12431,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[344],"class_list":["post-12422","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-release-notes"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Enhanced Security, Listen To Your Call Flow - Mar 2024 Release<\/title>\n<meta name=\"description\" content=\"We&#039;ve enhanced security, added a way for callers to choose voicemail, a way to hear your number settings, and more. 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