Between versions 5.1, 5.2, and 5.3, we’ve refined many aspects of the system — from performance and customization to analytics and stability — so that answering services can focus on what truly matters: delivering exceptional service to every caller.
Here’s a closer look at what’s new and improved.
Version 5.1 – Smarter Call Handling and Messaging
Version 5.1 introduced several important enhancements designed to make everyday operations faster and more intuitive:
- Inclusive Minutes Combined for In and Out Calls
Now, both incoming and outgoing calls contribute to your inclusive minute totals. This simple yet powerful change provides a clearer, more accurate overview of your call activity and billing. - Hide Option to Reject Calls
For teams that prefer streamlined workflows and fewer distractions, this option allows you to remove the “Reject Call” prompt—keeping focus on what really matters: answering calls and assisting clients. - SMS_SUMMARY on Custom Forms
You can now include an SMS summary directly in your custom forms. This feature makes it easier to share key details via text message, improving responsiveness and client communication. - Outgoing Dial Prefix
Adding a custom prefix to outgoing calls is now effortless, ensuring compatibility with various phone systems and call routing setups.
Version 5.2 – Strengthening Security with MFA
Security is a top priority at nCall, and with Version 5.2, we took a major step forward:
- Multi-Factor Authentication (MFA)
MFA adds an extra layer of protection to your nCall accounts, helping keep sensitive client information safe. This enhancement ensures that only authorized users can access your system, giving you and your clients peace of mind.
Version 5.3 – Enhanced Control and Workflow Flexibility
Version 5.3 focused on improving the day-to-day user experience with several practical and user-driven updates:
-
Enhanced Client Deliveries Tab Display
The client deliveries tab has been refined for clearer visibility and easier navigation—helping operators find and manage delivery information faster. -
Enhanced Client Call sheet Search
Quickly locate specific call sheets with an upgraded search function that delivers faster, more accurate results. -
Pause Call Recording via DTMF Command
Agents can now pause call recording by sending a DTMF tone command directly to the PBX. This is particularly useful when handling sensitive information that shouldn’t be recorded. -
Option to Disable CTRL + ALT Warning
For experienced operators or specific workflows, you can now switch off the CTRL + ALT warning that appears when taking a message for a client other than the active call client—offering more flexibility in multitasking scenarios. -
Mandatory Fields Flexibility
You can now ignore mandatory fields when a record is in draft mode or when copying data. This makes it easier to start drafts or duplicate information without unnecessary interruptions. - Fixes include:
CTRL+C/V does not work when editing External File\Info Sheet name\description fields
Delivery dialog – Added scroll bars and cc field
Copying message contents CALL_ID field was not copied.
New contact Call Handling tab does not initially display the button panel
Message taking – Insert Timestamp – leave the cursor in a better position.
Now saves MC SMS DoNotStripNonDigits
Prevent the reminder alert from grabbing the focus
Debounce Buzz Transfer-Complete (double-clicking)
