Release Notes | Talkdesk Callbar

With Talkdesk Agent Workspace generally available, on February 21st, 2022 we announced the End of Life (EoL) to Talkdesk Callbar. Access the full Announcement here. You may continue to use Callbar until the EoL date. 

Until the End of Support date, Talkdesk will guarantee support to this product by solving critical bugs and implementing minor fixes. New developments (i.e., new features) are not being delivered in Callbar, only in Conversations.

Upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the products, so we recommend upgrading to Talkdesk Agent Workspace to start leveraging Conversations

Release Notes prior to the last listed date can be found here (login required).

 

January 19, 2023 | Callbar Version 1.51

On Thursday, January 19th, 2023, we will release Callbar Version 1.51.

Fixes:

  • Calls associated with incorrect contacts: Solved an issue where calls were being incorrectly associated with other contacts in the account.
  • Minor stability fixes.

 

October 24, 2022 | Callbar Version 1.50

On Monday, October 24th, 2022, we will release Callbar Version 1.50.

Fixes:

  • Minor stability fixes.

 

September 8, 2022 | Callbar Version 1.49

On Thursday, September 8th, 2022, we released Callbar Version 1.49.

Fixes:

  • Minor stability fixes.

 

June 29, 2022 | Callbar Version 1.48

On Wednesday, June 29th, 2022, we will release Callbar Version 1.48.

 

Fixes:

  • Inability to perform a transfer after another Agent’s callback call: Solved an issue where an Agent could not execute transfers, after receiving a transfer from an Agent that had previously received a callback.
  • Minor improvements and stability fixes.

 

April 21, 2022 | Callbar Version 1.47

On Thursday, April 21st, 2022, we will release Callbar Version 1.47.

 

Fixes:

  • Inbound Calls displaying as Warm Transfers: Solved an issue where inbound calls were being portrayed as warm transfers, so Auto-Answer was affected and not triggered correctly.
  • Callbar not applying Default Agent Status correctly: Solved an issue where, after logging back into Callbar, the app showed the Agent’s last status before logging out, instead of the default Agent status setup in the “Admin Preferences” section. 
  • Minor improvements and stability fixes.

 

February 24, 2022 | Callbar Version 1.46

On Thursday, February 24th, 2022, we will release Callbar Version 1.46.

 

Enhancements:

  • Relaxed Phone Number Validation: Prior to this release, all numbers were validated against a set of criteria, and those that did not meet the criteria were considered invalid. However, enforcing these rules would result in some numbers being misclassified as invalid when, in fact, they existed. With this enhancement, only numbers with an invalid country code will be classified as invalid. Agents can now dial any number and only get alerted of an invalid number after initiating the call. 
    • Note: This enhancement will be gradually rolled out to all accounts. Please contact Talkdesk Support or your Customer Success Manager if you wish to have more information on this.

Fixes:

  • Issue calling a specific Honduras phone number: Solved an issue where agents could not call a number of a hospital in Honduras because the number was not respecting the defined phone number validation criteria.
  • Callbar URL not popping: Solved an issue where the automation tool “Open URL” was not working for some agents, as the URL used to configure the automation had invalid characters or was malformed.
  • Minor improvements and stability fixes.

 

January 13, 2022 | Callbar Version 1.45

On Thursday, January 13th, 2022, we will release Callbar Version 1.45.

 

Enhancements:

  • Phone Number Library: The phone number library now reflects the latest version, ensuring an accurate validation of phone numbers dialed in Callbar.

Fixes:

  • "Another agent has already answered this call" notification while on a call: Solved an issue where some agents in the “On a Call” status would see a notification when other agents in their ring group answered incoming calls, while the call in question was in progress.
  • Minor improvements and stability fixes.

 

December 9, 2021 | Callbar Version 1.44

On Thursday, December 9th, 2021, we will release Callbar Version 1.44.

 

Enhancements:

  • Phone Number Library: The phone number library now reflects the latest version, ensuring an accurate validation of phone numbers dialed in Callbar.

Fixes:

  • Agent unable to answer call: Solved an issue where some agents were occasionally unable to answer a call when pressing the answer button. The message “Unable to accept, call is disconnecting” was displayed.
  • Minor improvements and stability fixes.

 

November 4, 2021 | Callbar Version 1.43.26

On Thursday, November 4th, we will release Callbar version 1.43.26. For your reference, you can view the Callbar Version 1.43 Release Notes here.

 

Fixes:

 

On Thursday, October 14th, 2021, we will release Callbar Version 1.43.

 

October 14, 2021 | Callbar Version 1.43

Fixes:

  • Pause recording: We fixed an issue in which, after an agent transferred a call to another agent, the pause recording feature was not appearing to the second agent.

Other:

  • Minor improvements and stability fixes.

 

September 15, 2021 | Callbar Version 1.42.20

On Wednesday, September 15th, 2021, we will release Callbar Version 1.42.20. For your reference, you can view the Callbar Version 1.42 Release Notes here.

 

Fixes:

  • Callbar Quitting Unexpectedly: Resolved an issue where Callbar quit suddenly on MacOS and some Windows Accessibility features did not work.
  • Blind Transfers to Ring Groups: Rectified an issue in which users performed Blind Transfers to Ring Groups and the ACW timeout wasn't resetting.

 

September 6, 2021 | Callbar Version 1.42

On Monday, September 6th, 2021, we will release Callbar Version 1.42.

 

Fixes:

  • Minor improvements and stability fixes.

Enhancements:

 

August 9, 2021 | Callbar Version 1.41.40

On Monday, August 9th, 2021, we will release Callbar Version 1.41.40.

 

Fixes:

  • Minor improvements and stability fixes.

This release fixes an issue that has been identified on version 1.41.35 of Callbar, released on July 22nd, 2021. Some users may have seen the following message:

image-0.png

For your reference, you can view the Callbar Version 1.41 Release Notes here.

 

July 22, 2021 | Callbar Version 1.41

On Thursday, July 22nd, 2021, we will release Callbar Version 1.41.

 

Fixes:

  • Minor improvement and stability fixes.

 

May 20, 2021 | Callbar Version 1.40

On Thursday, May 20th, 2021, we will release Callbar Version 1.40.

 

Fixes:

  • Blind Transfer to Voicemail: We fixed an issue that caused some blind transfers to an agent's voicemail to fail if the voicemail settings were changed during the call.
  • Other: Minor improvement and stability fixes.

 

April 30, 2021 | Callbar Version 1.39.20

On Friday, April 30th, 2021, we will release Callbar Version 1.39.20. For your reference, you can view the Callbar Version 1.39 Release Notes here.

 

Fixes:

  • Access to custom features: We have fixed an issue that was preventing some customers from accessing non-generally available features that were enabled for their accounts.

 

April 15, 2021 | Callbar Version 1.39

On Thursday, April 15th, 2021, we will release Callbar Version 1.39.

 

Enhancements:

  • ServiceNow badge on Callbar: When an incoming phone number is in your Talkdesk database and the agent has their ServiceNow account synced to Talkdesk, Callbar will now display the ServiceNow badge in Callbar. When the agent clicks the badge, Callbar opens the contact record in ServiceNow.
  • Phone Number Library: The phone number library now reflects the latest version, ensuring an accurate validation of phone numbers dialed in Callbar.

Fixes:

  • Other: Minor improvement and stability fixes.

 

March 29, 2021 | Callbar Version 1.38.11

On Monday, March 29th, 2021, we will release Callbar Version 1.38.11.

 

Fix:

  • Screen Recording: We fixed an issue that — in some cases — caused screen recording to fail. This was triggered by leaving the computer on sleep/hibernation mode for an extended period of time. Note: The issue only affected agents enabled for Screen Recording, an add-on of Talkdesk® Quality Management™.

 

March 8, 2021 | Callbar Version 1.38.10

On Monday, March 8th, 2021, we will release Callbar Version 1.38.10. For your reference, you can view the Callbar Version 1.38 Release Notes here.

Fixes:

  • Dynamics 365 Contact Pop: We fixed an issue related to Dynamics 365 Contact Pop.
  • Custom Integrations: We fixed an issue related to using contact pop through the Generic CTI for custom integrations.

 

March 1, 2021 | Callbar Version 1.38

On Monday, March 1st, 2021, we will release Callbar Version 1.38.

Enhancements:

  • Notarized Callbar for MacOS: Previously, you received a warning when you launched Callbar App (Electron) for the first time on your Apple computer: "Callbar can’t be opened because Apple cannot check it for malicious software."

We’re proud to announce that Apple notarized Callbar, scanning our software for malicious content and certifying there are no issues. Now, when you launch Callbar for the first time, you’ll receive a verification in the launch dialog: "Apple checked it [Callbar] for malicious software and none was detected."

To launch Callbar, you only need to select Open:

image__callbar_notarized_.png

For more information on Apple's notarization process, please read this article.

Note: This enhancement is applicable to Callbar App(Electron) only.

 

Fixes:

  • Other: Minor improvement and stability fixes.

 

February 4, 2021 | Callbar Version 1.37

On Thursday, February 4th, 2021, we will release Callbar Version 1.37.

 

Enhancements:

  • Fetching Data: We listened to your feedback and we're excited to say good-bye to the "Fetching Data..." screen! We sped up the data retrieval process for an incoming call and, as a result, the "Fetching Data..." screen is irrelevant. Now, when you receive a call, the caller information will immediately appear.

Before

Callbar_1.37_Before.png

After

Callbar_1.37_After_.png

  • Phone Number Library: We have updated the phone number library to the latest version, ensuring an accurate validation of phone numbers dialed in Callbar.

 

Fixes:

  • Agent status when a warm transfer ends: After the caller hung up during a warm transfer, the original agent’s status stayed “On a Call” and the second agent’s status changed to “After Call Work.” Now, the original agent’s status changes to “After Call Work” and the second agent’s status changes to the one they had before the call started.
  • Show tenant custom contact field: We fixed an issue where the contact’s tenant custom field was not showing when trying to associate a call with an existing contact.

 

December 10, 2020 | Callbar Version 1.36

On Thursday, December 10th, 2020, we will release Callbar Version 1.36.

 

New:

  • Agent Hold Music: We replaced the hold music with a periodical tone (beep) on the agents' side so that they are better focused on resolving a customer inquiry. This way, agents will still stay mindful that the customer is on hold, while the customer will hear the existing hold music.

 

Enhancements:

  • Callbar Login: We have eliminated the Talkdesk domain (.mytalkdesk.com) from Callbar's login page. The authentication process remains the same.

 

Before

After

Callbar_1.36_Before.png

Callbar_1.36_After.png

 

November 19, 2020 | Callbar Version 1.35

On Thursday, November 19th, 2020, we will release Callbar Version 1.35.

 

New:

  • Relate to the most recently viewed Zendesk Ticket: When agents relate a call to an existing Zendesk ticket, the most recently viewed ticket is now preselected in the "Relate to" drop-down list, helping agents save time wrapping up the call. Note: This feature is currently compatible with Callbar App (Electron) only.

 

Enhancements:

  • Phone Number Library: We have updated the phone number library to the latest version, ensuring an accurate validation of phone numbers dialed in Callbar.
  • Other: Additional improvements such as performance enhancements, stability fixes and others are being progressively rolled out.

 

October 29, 2020 | Callbar Version 1.34

On Thursday, October 29th, 2020, we will release Callbar Version 1.34.

 

New:

  • Caller Snapshot for Outbounds: Agents are now able to access the Caller Snapshot on outbound calls as well.

Enhancements:

  • Phone number validation: We have updated the phone number library to the latest version, ensuring an accurate validation of phone numbers dialed in Callbar.
  • Dialer pad: We adjusted the mechanism that processes DTMF (Dual-tone Multifrequency) inputs.

 

Fixes:

  • Voicemail Greetings URL: We fixed an issue which, on some occasions, did not allow agents to copy the URL of the greeting’s audio file to the clipboard.
  • "On a call" audio: In some cases, a memory leak issue was causing difficulties in listening to the contact person.

 

September 17, 2020 | Callbar Version 1.33

On Thursday, September 17th, 2020, we will release Callbar Version 1.33.

 

Fixes:

  • Outbound calls to invalid numbers: We fixed an issue related to number validation. When agents tried to call valid numbers from Georgia, Morocco, among others, both Callbar and the Main Talkdesk Web Application were assuming those numbers as invalid.
  • Other: Minor improvements and stability fixes.

 

On Thursday, August 6th, 2020, we will release Callbar Version 1.32.

New:

  • Associate call details with any contact in your account: when agents are speaking with a person who is already on the contacts’ database, but is calling from a different phone number, they can now associate this callwith any contact in the account directly from Callbar. This ensures the activity is captured efficiently and is always up-to-date.

Notes:

  • This feature is similar to what we have today in the Main Talkdesk Web Application, and only the call details will be updated in the existing contact. The call details include:
    • Type of interaction (inbound, outbound, missed call, voicemail, and so on)
    • Name of the agent that answered the call.
    • Phone number used by the agent (e.g., via +1 801-734-9603).
    • Ring group(s) associated with the call.
    • Call date.

Fixes:

 

  • Warm transfer to ring group: In some cases, when an agent warm transferred a call to a ring group, the agent that received the call was seeing the Agent ID of the first agent, instead of the Agent’s Name.
  • Integration notification: Even if the agent did not have a certain integration, Callbar always showed a warning notification when opening the contacts’ dropdown during a call: “Contacts do not match any integration”.
  • Pause recording not working after adding guests: We fixed an issue related to the pause recording. As soon as an agent added a guest to the call, the agent wasn’t allowed to pause the recording (only a guest agent could do this). We have changed this behavior: only the agent that is the owner of the call should be able to stop/pause the recording.

 

August 6, 2020 | Callbar Version 1.32

On Thursday, August 6th, 2020, we will release Callbar Version 1.32.

New:

  • Associate call details with any contact in your account: when agents are speaking with a person who is already on the contacts’ database, but is calling from a different phone number, they can now associate this callwith any contact in the account directly from Callbar. This ensures the activity is captured efficiently and is always up-to-date.

Notes:

  • This feature is similar to what we have today in the Main Talkdesk Web Application, and only the call details will be updated in the existing contact. The call details include:
    • Type of interaction (inbound, outbound, missed call, voicemail, and so on)
    • Name of the agent that answered the call.
    • Phone number used by the agent (e.g., via +1 801-734-9603).
    • Ring group(s) associated with the call.
    • Call date.

Fixes:

  • Warm transfer to ring group: In some cases, when an agent warm transferred a call to a ring group, the agent that received the call was seeing the Agent ID of the first agent, instead of the Agent’s Name.
  • Integration notification: Even if the agent did not have a certain integration, Callbar always showed a warning notification when opening the contacts’ dropdown during a call: “Contacts do not match any integration”.
  • Pause recording not working after adding guests: We fixed an issue related to the pause recording. As soon as an agent added a guest to the call, the agent wasn’t allowed to pause the recording (only a guest agent could do this). We have changed this behavior: only the agent that is the owner of the call should be able to stop/pause the recording.

 

June 18, 2020 | Callbar Version 1.31

On Thursday, June 18th, 2020, we will release Callbar Version 1.31.

 

New:

 

Enhancements:

  • Performance: During the next few days, a few performance improvements are going to be progressively rolled out to accounts with a large number of users, ring groups, or contacts.
  • Other: Minor improvements and stability fixes.

 

Fixes:

  • Normalize audio output: We have fixed an issue related to “Normalize audio output”, in which the volume was automatically adjusted for some customers on Windows OS. As a result, we have removed the audio level meter from Callbar Settings.

April 27, 2020 | Click-to-Call Extension

On Monday, April 27th, 2020, we are releasing Right Click-to-Call.

This feature will add capacity to the existing Click-to-Call Extension by allowing agents to call a phone number when they right-click on it.

To use this feature, select and right-click a phone number on any webpage or CRM interface. This will open the context menu with an option to dial the selected phone number. Simply click on the option to start a call to the phone number.

Notes:

  • Callbar will assume the account’s Default Prefix every time an agent selects a phone number without a prefix;
  • If the account’s Default Prefix is not suitable for a specific call, agents will be able to change it on Callbar or the Keypad, when the window opens and the dialing attempt begins. They will then be able to proceed with the call using the correct prefix.

The feature will be automatically added to your Click-to-Call Extension in the next few days; if you don’t have the Click-to-Call Extension installed, please follow the instructions in the article Installing Talkdesk Click-to-Call Extension.

 

April 29, 2020 | Callbar Version 1.30

On Wednesday, April 29th, 2020, we will release Callbar Version 1.30.

Enhancements:

  • Wait Time: We have enhanced the contact person’s "Wait Time" metric that is displayed on Callbar, by renaming it "IVR + Queue time". With this name change, agents and supervisors will have a clearer understanding of the metric, when a call is ringing and during a call. 

 

Fixes:

  • Agents were able to accept transferred calls in scenarios in which their microphone was disabled (i.e., “Unable to access microphone. Please check your system settings”). We have fixed this behavior. From now on, when the microphone is disabled, the “accept call” button is greyed out and only the “reject call” button is selectable.

March 2, 2020 | Callbar Version 1.29

On Monday, March 2nd, 2020, we will release Callbar Version 1.29.

New:

  • Click-to-Transfer: Agents can use the Click-to-Call feature to perform a warm transfer.

Enhancements:

  • Carrier Network Update: Talkdesk’s Carrier Network will be updated to avoid breaking changes in Google Chrome.
  • Auto-Answer Beep: We have heard your feedback and we have lowered the volume of the Auto-Answer audio cue.

December 3, 2019 | Callbar Version 1.28

On Tuesday, December 3, 2019, we will be releasing Callbar Version 1.28.

Fixes:

  • Occasionally after using the call switching functionality the agent’s status would remain on “On a Call” after the call ended. With this update, the agent’s status will change to “After Call Work” or “Available”, depending on the configuration.
  • Local Philippine numbers have migrated from a 7-digit format to an 8-digit format. Callbar was considering the 8-digit numbers invalid. This won’t happen anymore.
  • In some scenarios, the wait time was not being displayed completely.
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