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What's New

A month-by-month summary of what changed in QVOICE Platform, written for the people who use and administer it. For every individual change, see the full changelogs: Portal, User portal and Backend.

Availability

Whether you already have a feature depends on when your platform was last upgraded. Some features are also switched on per account (Workforce Management, Quality Management, the CRM and AI sections). If something listed here is missing, contact info@fonouc.com.

September 2026

Contact Center

  • Quality Management (new). Score recorded queue calls against versioned evaluation forms, with weighted questions, N/A answers and critical questions. Results are grouped by agent, queue, evaluator and time, with the questions that fail most. See Quality Management.
  • Workforce Management is now enabled per account by your provider, and runs in the same Contact Center application as Quality Management, with a module switcher. The planner takes each agent's work profile into account. Agents read their own shift in the user portal: see My Schedule.
  • Acting as a user. An administrator working in a customer's account opens the Contact Center application as one of that account's users. A bar shows who you are acting as for the whole session.
  • Contact center seat cap. An account can have a named contact center user limit. The Users screen shows queue membership and the headroom left against the limit.
  • Queues: sticky agent routing, an auto-answer ring delay, options to move on to the next agent when one is busy or offline, and natural sorting of numbered queue names.
  • Supervisor Panel: call back an abandoned caller from the abandoned-calls view, see which calls are on hold, and show the Queue Agent view as a TV wallboard.
  • Call rating reasons are configured per account, and can be submitted without a rating.
  • Campaigns: answering-machine detection settings for progressive and predictive campaigns, Delete All Leads, optional address, postal code and email columns in the leads CSV, and filtering leads by creation date.

Reports and exports

  • All Calls report: queue and direct calls per user, with filters built from condition groups, a by-call view, and a scheduled export.
  • Queues Availability report: how many callers were waiting across each interval.
  • CX Conversations, CX Channels Activity and CX Channels Summary reports, with CSV export and conversation transcripts.
  • Top-Ups report for prepaid credit.
  • New columns and filters: Direction and Call Type (on-net / off-net) on the CDR and Call Recordings reports, Outbound Caller ID on Outbound Calls, Agent Ext on Queue Outbound Calls, Follow Up Notes on Queue Calls, Available Time on agent stats, and several queues at once on Agents Activity.
  • Technical details for a single call (device, IP, codec, and why a call was rejected) from five reports.
  • Heavy contact center reports now load in the background instead of timing out.
  • The Missed Calls and Queue Calls exports can be narrowed to selected queues.
  • Recording transcripts can be downloaded together with the recordings, and bulk ZIP downloads no longer drop recordings.

User portal

  • Missed Calls on Home: see whether anyone in the account called the caller back, and choose the time window.
  • Calls tab filters: All, Missed, Queue, Direct and Outbound.
  • The agent is told when the user portal has lost its connection, and a call card shows when the socket, not the audio, is gone.
  • Guided attended (consult) transfer, with a confirm button on the consult card.
  • Several voicemail boxes in one list.
  • An admin setting lets agents drag the call pop-up.
  • Optional automatic logout from queues when an agent goes unavailable.
  • Automatic failover between SIP proxies.

Phones and provisioning

  • New phone families: Fanvil, Sangoma P-series, Asterisk A20, Avaya J100, and Grandstream GRP2601P / GRP2602W. Yealink YMCS RPS and Grandstream GDMS management.
  • Bulk import of phones from CSV.
  • Network (static IP and DNS), syslog and audio codec priority settings on Grandstream and Yealink profiles; programmable button profiles.
  • Per-phone unlock timeout and expiry action.

Integrations, storage and security

  • Microsoft SharePoint as storage for CDRs and call recordings, with a configurable date-directory format and an optional CDR filename prefix.
  • Administrators are emailed when recording storage becomes unusable.
  • Zoho: upload a single call log to Zoho from the call reports, and an alert when a recording upload to Zoho fails.
  • Bulk CSV upload for Custom Caller IDs and PINs.
  • Login security: lockout after repeated failed attempts, password complexity rules, and unblocking a locked user.

CRM and AI

  • A dedicated CRM section (cases, leads, contacts) and an AI menu in the Portal. See CRM Overview and AI Overview.
  • AI personas: ElevenLabs and Deepgram voices (listen to a voice before choosing it), the caller's language, and a visual builder for the conversation flow.
  • Mobile push notifications for CX conversations, with a choice of which ones reach each agent.