Interface

• Fixed issue broken last patch with the filter tabs across the board.
• Changed Filters Button to be more Apparent, and also mobile friendly. Making use of the exact same space but making things easier to find.
• Created New TQL Fields Layout for Future use. We now have reusable widgets of equal heights so we can create fields and auto stack them so they are nice and neat.
  • Created new “Number” type with Native Ranges
  • Created 3 different height layouts for fields, 50, 100, and 200
• Cleaned up the Date Picker code as well as what else can show when it’s available.
• Changed Filters Icons to be larger  and more apparent, also more mobile friendly. Adjusted select box along with it and also optimized for mobile. Tested on iPhone X.
• Multi-checkboxes now have Custom Checkboxes instead of normal browser ones. This should standardize the look of the interface across browsers (although you really should be using Chrome).
• Filters Popovers where wonky. Moved them to face down and also moved elements around to stop the wonkiness.
• Found a bug with mobile view where the right hand menu was showing when it shouldn’t (only on mobile view for Desktop, via shrinking screen).
• Fixed a bug with Multi-selects not re selecting.

Dialer Feature

• New Dialer Option: Format Names on Save
  • This will auto Capitalize the First, Middle and Last Names.
  • It takes into account roman numerals: ‘II’, ‘III’, ‘IV’, ‘VI’, ‘VII’, ‘VIII’, ‘IX’
  • It also will try to split names by ‘, ‘-‘, “O'”, “L'”, “D'”, ‘St.’, ‘Mc’
  • It also has lowercase exceptions for ‘the’, ‘van’, ‘den’, ‘von’, ‘und’, ‘der’, ‘de’, ‘da’, ‘of’, ‘and’, “l'”, “d'”
• Added Format Names feature to Dependents and Policy Billing.

TLDialer

• Recordings
  • Added new filters to Recordings Sections.
  • Fixed some Schema Relationships for Recordings
  • Specifying only Critical tables for Recordings.
• Campaigns
  • Added Hopper Count to Campaigns (Pull it in with the Column Builder)
    • This will let you see how many leads per campaign are in your hopper. We are working on a solution for “Dialable” leads.
• DID’s
  • DID’s now have a ton of search features.
• Leads
  • Lead interface got some cleanup with new TQL Field Interface.
  • List Schema got proper tagging for List itself.
• Live Agents
  • Added the new Filter Header.

TLDSIP

• Fixed an issue with 0 button not working.

Options

• Looks a little nicer with the white background

Service Objects Address Validation Integration

• 80% done with Address Verification tool.

Lead Meta Changes

• Added Reference ID and Reference to Lead Meta. We will be revising Lead Meta to work for all attached tables with TQL (Policies, Dependents, Notes)

TQL

• Fixed an issue where when requesting a non column joined tables arguments, it wasn’t joining, now joining properly based on arguments, group by order by and where.
• Fixed an issue with Schema Caching, now properly clears on it’s own when we patch. Yay.
• Updated Lead Meta Schema.

Other

• Fixed a problem with service loading.
• Fixed to Meta Model when an account has no users.
• Fixed an Issue with Choosing and Unchoosing “Dependent Address Same as Lead”
• Added General Integration Section under Third Party in Options for the API Key used with Service Objects.

TLDialer Call Log

• Fixed some Grouping issues for the combined report.
• Added toggle to choose between Inbound and Outbound Reporting. Default is mixed.
• Added new Aggregate Columns
  • Over 30, 90 Sec, 10, 20 Min
  • Under 30, 90 Sec, 10, 20 Min
  • Average Length In Seconds
  • Total Length in Seconds

Dialer

• New Dialer Option: Mask Phone Number
  • From the ages of old, where we do not trust the agent at all, this turns the phone number field into a PHI field similar to SSN’s. All functionality is the same.
  • It will show the last 4 digits of the phone number when phone is filled out.

Products

• Mass Update now does the intended Behavior and doesn’t rip out non updated Validation sections.
• Added Easy Buttons to Click and Open certain filters, in the filters.
• Save button in Product Matrix now keeps window open.
• Fixed annoying notification when you havent modified product options and are modifying matrix values.

TQL

• More schemas added to system,

Mass Update

• Working, but still unreleased. In testing.

TLDialer Call Log

• Fixed Call Log Query Parameters
• Fixed a bug in the closer_log Relationships
• Reduced the amount of fields that show. Now should only show the pertinent fields in the column builder.
• Normal queries should now come in the right order.
• The Call Log Now Support Aggregation (We even mush the two tables together for you, and even preserve ordering!
  • Use the Column Builder to Choose the Column you want to Group by and the “Total Calls” column as well.
  • Then In Filters, choose the Group By Column you want to group by!
  • Press Go!
  • If you want a GRAND Total of all the columns, click the “Aggregate” Checkbox at the top right of the “Group By” section, this will flatten the results to 1 row giving you a total count.
    • Here is an example of what it looks like.

TQL

• Fixed an issue with ordering in exports

General

• Multi-checkbox behavior has been slightly modified but basically does the same thing.
• Multi-checkboxes now has sortable support for things like Group by. This can be seen in the Call Log section since grouping order sometimes does matter.

TLDialer

• DEAD CALLS ARE BACK!
  • You should now be able to tell when a client has hung up.
  • This plays nicely with Transfers as well. If an agent hangs up the transfer, the person transferred in will be considered a Dead Call and should hang up and then dispo.
  • If the client hangs up during a transfer, only the person who took the call will see it dead as they are still connected to the transferred person.
• Transfer Count
  • The Icon for the Transfer Menu will now update with how many people you are in a conference with! Wild! More to come with this!
• Call Menus added to Search. Queryable and works with Column Builder
  • Should make it easier to check out what is configured.`
• DID added to Search. Queryable and works with Column Builder
  • Should make it easier to check out what is configured.
• Removed 2 Queries from the TLDialer Processor, now should be a little faster. Also added a couple joins related to Transfers, which made slightly slower. All in all, no performance difference.

Sockets

• TLD itself now has the ability to push data to the sockets system to update leads and policies, and notify the user that this has occured, aside from another user.

Merge Leads

The long awaited Feature is almost here! You can now merge two or more leads together. The interface is pretty straight forward!

This is currently in testing. It works! But we want to be sure it is a smooth process.

1.  Check off boxes for leads you want to merge
2. Press Merge Leads
3. Choose Lead you want to merge INTO.
4. Select Fields you want to Keep / Protect from that lead.
5. For each Lead being Merged In, select the fields you want to merge in, (There is a check all button).
6. Drag and Drop the Leads in the order you want them to merge from first to last.
   1. Example, if You are merging 2 (3 Selected) leads into lead 1, and lead 1 has no first name, but Lead 2 and Lead 3 have two different first names, it will accept Lead 2’s First Name, then afterwards overwrite that with Lead 3’s First Name.
      1. If you need to merge a different field, you can always Remerge a merged lead, as the lead data is the only thing left on the record besides a note in the action log as to where the lead was merged to (which will not be remerged)

Notes

• Notes now have an Account ID associated with them for later search features

Dependents

• Dependents now have an Account ID associated with them for later search features

Favorites

• Favorites now have an Account ID associated with them for later search features

Callbacks

• Callbacks now have an Account ID associated with them for later search features

Survey Answers

• Survey Answers now have an Account ID associated with them for later search features

Survey Questions

• Survey Questions now have an Account ID associated with them for later search features

Lead Relational

• Lead Relational now has an Account ID associated with them for later search features

Contacts

• Fixed Dependent, Policy and Note Grab Tabs. They should all work now. Some minor CSS and JS issues prevented them from all working consistently.
• When a contact is in “Merged” status, the lead can no longer be modified or saved.
• Fixed a CSS Issue with Subsidized Premiums on Smaller Screens.

Policy Statuses

• Added Pending: Documentation. It can be disabled.

General

• Date Quarters logic fixed up.
• Fixed an issue with Indexes related to Touchpoint Queries.
• More system optimizations, less memory usage, less time processing.
• Refactored some old internals.
• Removed unused code.
• Refactored Menu and Filter Open / Close code. Makes more sense now.

TLDialer

• If you are using the Webphone, TLDialer will now use TLDSIP’s DTMF Tones instead of Vici tones, as Vici tones are slow and unreliable.
  • The Dialpad works the exact same way.
  • The Dialpad should be near instant now as you press buttons.
• The Dialpad no longer hides when pressing buttons.
• Made a fix for callbacks not setting the proper callback status even though the callback went in.

TLDSIP

• When making a blind call, TLD SIP will now ring
• An Audible click noise will be played when a call connects
• An Audible pop noise will be played when a call disconnects.
• If a call is rejected or fails, a busy noise will be played.
• You can now hear DTMF Tones when you press them. They are synced to the same speed the phone sends them.
• DTMF Tones now send via RTP.
• Upgraded to latest SIP Version.

TQL

• There was a problem with the TQL Caching function, it has been corrected.

Dialer Contacts

• Fixed an issue where Policies were being saved / updated even though they didn’t need saving. This had to do with the new Products Matrix system.
• Fixed issue with initial load of Unsaved Policies and such being arrays instead of objects. Somehow still worked…

TQL

• EVEN MOAR FASTER!
  • Making use of a new Caching method for our TQL Schemas, which have reduced processing time by about 400% for the new system.
• Fixed a bug with Counts and Columns
• Fixed a bug with Exports in TQL / TLDialer. They should work again.
• TQL is now PCI and PHI protected.
• TQL now has a Debug Log so we can monitor performance.
• Fix for Multi-Group By

TLDialer

• Added Channel Psuedo Columns to Live Channels, Live Sip Channels and Auto Calls. This parses out the Channel info to make things easier on us in the future.
• TLDialer Leads
  • Added Relationship to DNC  to the List Schema for Phone Number and Alt Number. This will allow you to pull Reports based on the presence or absence of a phone number in the DNC. Check the filters tabs!
  • The TLDialer Leads Table has had a secondary button added to find a lead in TLD based on the Lead ID or the Vendor Lead Code, if present. The second button will still open the lead in TLDialer Admin mode.
• Fixed a MASSIVE issue, although a very small codefix, related to how we check wether an agent is on a call or not. This should hopefully fix some of the “Can’t hangup or leave conference” issues.
• Fixed an issue with Updating Leads in TLDialer. Leads should update now regardless of wether you are on TLDialer or not, as long as TLDialer is enabled for the account.
• Added ability to Emergency Force Logout an Agent from the Live Agents screen. It is the only red button. Careful!
• Fixed some Transfer Logic. We found an issue specifically with Blind Transfers to Ingroups / Queues. They should work properly now.
• Transfer buttons now will give feedback as to what the heck they are actually doing instead of staying silent. They should tell you EXACTLY what they are trying to do, wether it is transfering to an Agent, a Queue, or an external number. They will also tell you the type of transfer you are attempting.
• Started playing around with the Hangup commands to see if we can get to the root cause of the calls not hanging up during transfers randomly, although we feel the previously mentioned fix may fix it!

Massive Speed Improvements

• Found a way to almost increase the system speed by over 300%
• Also increased Database query speeds system wide.

Uploader Changes

• You can now upload Lead ID as a Field. This field will only work with Updates. If a Lead ID is used as Criteria, then it will not insert the lead.
• Mappings now build over time instead of requiring you to remap a file to a vendor every upload.
  • This means if you Map for with Columns Agent, with Values of Agent1 and Agent2 but later load up Column Agent in a different file, but with Agent3 and Agent 4; Agent 1 and Agent 2 still be mapped even if not present. It will not be required to have those in the file however to upload, just the values present in the current file.
    • There are buttons now to clear the current mapping set (while preserving historical Agent1 and Agent2). And there is another button to clear it entirely including the previous uploads mappings.

TLDialer

• Fixed a bug with Reconnecting.

MASSIVE PATCH

Though it may not seem like it…

TLDialer Updates

• Transfer Agents Table now has a more robust simple query.
• When a lead comes in that is not in TLD, TLD will now accept ALL data from TLDialer to fill in the blanks, not just the phone number anymore. We do a reverse lookup in TLDialer to get the fields.
• TLDialer will now play a very loud noise when a call comes in. Yes, the sound is the siren from “The Purge”. This is a bassy tone that should get your agents attention.
  • Don’t worry, the client CANNOT hear this noise, as it is played locally on the computer.
• If an agent is in another tab while a call comes in, a popup will open and notify the agent that they have an incoming call. They must click “OK” to dismiss this popup. This popup will not display if the agent has the tab currently active.

TLDialer Bug Fixes

• Found and fixed a bug where Lead Data was not syncing back to TLDialer.
• Found and fixed a bug with callbacks.
• Fixed an issue on the Live Agents Screen where icons were changing that didn’t need changing.

TQL – Total Query Builder

My pride and joy. This finally went in this patch and is being used with the TLDialer portions of the system. It now supports TLDCRM itself, and we will be migrating and moving sections of the system to use TQL for the future. All newer sections of the system will be using TQL as a baseline for building queries as it is built with the interface of TLDCRM in mind. This will allow us to create robust click and drag reports as well as many other interesting features. This built off the idea that launched early 2018 with the Column Builder and the Leads and Policies sections. We can now support all sections. Some filters may break once this goes live for TLDCRM, but should be easy to correct.

Products

• Products system now has an option to hide policies instead of showing an error and making them unselectable when in an incorrect state or zipcode.

Filters

• Fixed a massive bug in filters system. A race condition could sometimes cause all columns to be selected randomly when saving.

Leads

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.

Policies

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.

Users

• Added Ability to “Kill User” from Mass Update. This will properly set the user to deactivated, and any TLDialer User and TLDialer Phones to the proper Inactive and Closed statuses.
• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.
• Added an edit button in conjunction with the non-intuitive double click row to edit.
• Sorted action and info buttons into actions column.

Vendors

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.
• Added an edit button in conjunction with the non-intuitive double click row to edit.
• Sorted action buttons into actions column.

Relays

• The Filters opener has now been turned into a aqua blue button to prevent confusion, since most people couldn’t find it. It behaves exactly as it did before.
• Added an edit button in conjunction with the non-intuitive double click row to edit.
• Sorted action buttons into actions column.

Style Fixes

• Table Headers should now Bottom Align instead of top. Makes it a little easier to read.
• Fixed minor issue with multi-checkbox labels

Core Changes

• Some Core Files Changed / Modified and Removed.
• Cleaned up some Depracated code in the system.
• Promisified some functions that needed promisifying.
• Found an issue where loading services would create a new instance no matter what. Fix should improve performance and memory usage.

Pricing Matrix Now Live!

The pricing matrix is now fully functional. Based on what your agent enters in the policy and lead, it will automatically fill in prices based on your settings if you set them.

We have reworked the Pricing Module to enable enhanced options when building your product pricing matrix. Eventually we will be creating some standard sets that can be copied straight from our master table definitions to ease the data entry workload.

We are very excited about this module and how it works we will below give you some basics as to what your agents can expect.

We will be expanding on the agent experience and rules sets in the coming months based on feedback.

The Agent Experience

• When selecting options, Required fields that have been selected will be highlighted in Green, and those still missing will be highlighted in yellow.
• Once a product has been fully set, the pricing matrix will use the same “Undo” functionality that comes with multi-user updates. It will be possible to unset the new value to what it was in case this was not desired.
• Products that have already been set will not be colored green or yellow unless a change has been made.
• A notification will be given when pricing has been updated due to new selections.

The Admin Panel

The admin panel is complex, but we have made it as easy as we could for data entry and to configure your products. The Pricing Matrix has a series of tools that lets you filter certain permutations or combinations of permutations and copy prices straight down or to all available. This way when you have a certain option where the premium is always the same, you can just type it in once and be done after clicking copy all with a filtered option.

• If you want a field to be included in the Pricing Matrix you must check off to use in that Permutation Matrix.
• If you want to lock fields to only the options provided, you must select Lock Field.
• If no price has been set on a permutation, it will not be autofilled. You can still manually fill this in (as long as the manual fill lock is not checked)
• If you want your agents to not be able to type in premium, enrollment fee, or admin fee, you can lock these fields in the Options tab.
• Fields that would normally allow you to type in things like “Deductible” and others, can be locked, which will convert them into dropdowns automatically forcing the agent to pick one of them. If you would like a blank or 0.00 option please make sure to type in 0.00.
• Some fields are not allowed in permutations, such as Deductibles.
• When using the Age Permutation, you will be given levels of ages in the permutations, which will change prices based on the age set.
• Depending on the carrier of the product being configured you may be presented with extra options in the Pricing Matrix, such as Admin123 Benefit ID. This allows us to create dynamic product based codes for sending to third parties via API and the Submit System.

Please note, that the Pricing Module and the Validation Module work in Conjuction. You would still want to set your Product Validations to stop the agent from proceeding before the pricing module takes effect.

Reports

• Fixed a minor issue with the new Policies Report. When clicking an Agent name it was not filtering for the proper agent.

Vendor Stats

• Added a new way to let your vendors know what is going on with your leads. Now you can choose from different options in the “Stats” column which will give more search and control to the Vendor when looking through their leads. In this case this also works for both Inbounds and Outbounds configured for the vendor, instead of searching through the vendor log. Also includes exportable CSV for the Vendor.

Advanced Leads Grouping

• You can now group leads by pretty much anything. Coming soon to policies section. The current grouping options section and Aggregate Checkbox has been moved to a Multicheckbox and instead of the Not flag, has a Aggregate Flag.

TLDialer

• Added 3 second delay between clicking buttons in TLDialer. This prevents the issue with agents clicking too many times and originating too many calls to transfers and the like.
• Fix for when there are more than 100 ingroups and they were not all showing (Yes, one of or clients has over 500 ingroups! Wow!)