Google Cloud CCaaS 6.9 Introduces Agent Email Support, Addresses Multiple Issues

Agent desktop supports email The agent desktop now supports email. Agents can handle email interactions using the email adapter in a desktop layout. Administrators: There's a new Email Adapter checkbox in the following locations: The Desktop Layout Builder dialog at Settings > Operation Management > Agent Desktop > Manage Desktop Layout Lists > Add desktop layout . The Desktop Layout Builder at Settings > Operation Management > Agent Desktop > Manage Desktop Layout Lists > Add desktop layout > Next . User experience change: There's a new new emails menu in the menu b

This release addresses the following issues: Fixed an issue where agents couldn't send new outbound emails. Fixed an issue where the disposition panel in the call adapter was incorrectly hidden or visible due to inconsistent state updates. Fixed an issue where direct inbound voicemails appeared multiple times in the History tab of the call adapter. Fixed an issue where voice callbacks were canceled at the end of operating hours instead of rolling over to the next day. Fixed an issue where using click-to-dial from a Salesforce case incorrectly overwrote the parent account's mobile phone number

Google Cloud CCaaS 6.9 We've released version 6.9 of Google Cloud CCaaS. The timing of the update to your instance depends on the deployment schedule that you have chosen. For more information, see Deployment schedules .