Beyond Maintenance: Unlocking New Messaging and Integration Capabilities for Enhanced Productivity and Engagement
Building on the strong foundation of Release 18, Zultys is accelerating its development cycles to drive faster, more impactful innovation than ever before. Release 18.2 not only addresses key maintenance issues but also introduces powerful new capabilities that elevate the user experience, enhance productivity, and deliver even greater value to Zultys’ Unified Communications platform.
Release 18.2 introduces significant enhancements to its Unified Communications platform, focusing on desktop and mobile applications, and seamless integrations with Microsoft Outlook and Teams. Featuring enhanced SMS/MMS functionality, advanced encryption, improved agent workflows, and streamlined communication tools, this release sets a new standard for Unified Communications. Discover the latest features in Release 18.2, ZAC 9.2, Mobile ZAC 1.2, the Zultys Outlook extension that allows users to schedule ZAC conferences in Outlook, the embedded ZAC experience in Teams, and more, all designed to optimize collaboration and drive productivity for your business.
Release 18.2 & ZAC 9.2
Inbound and Outbound SMS and MMS for Call Group Agents
Agents in Operator, ACD, and ICC groups can both send and receive SMS (text messages) and MMS (multimedia messages) directly from their group role across all ZAC platforms, including desktop, web, and mobile. Agents can communicate via SMS and MMS using the call group number, which can either match the group’s voice DID or be a different designated number. The new MMS functionality allows agents to send and receive messages with attached images, videos, and other file types.
When composing SMS or MMS messages, agents can easily choose to send from either their individual user role or their group role, providing a more consistent brand experience while communicating with customers.
New Handling Options for SMS
Agents now have access to advanced handling options for SMS and MMS, similar to those available for voice calls, enhancing efficiency and responsiveness in customer communication.
All incoming customer questions, regardless of whether they are calling, or sending an SMS or web chat message, can be answered in order so no one is left waiting too long. Zultys now has SMS integrated into the active sessions list, allowing agents to see what SMS, web chats, and calls are awaiting a response, all in one screen.
Last Agent Routing
With last agent routing for SMS, repeat texters are directed to the same agent who previously handled their messages. If a customer sends an SMS to a group DID and the original agent is busy, the message can be held for a designated period. If the agent becomes available within that time, the message is routed to them. If not, the system automatically assigns the message to another agent in the group, following the same handling rules applied to voice calls and web chat.
No-Response Timer
A configurable no-response timer ensures that if an assigned agent does not respond to an SMS within a specified timeframe, the message is automatically forwarded to the next available agent.
Improvements to Shared Numbers
The shared numbers feature allows users without SMS-enabled DIDs to send and receive text messages. With Release 18.2, we’ve expanded the functionality of shared numbers to deliver greater flexibility and control over the phone numbers that new SMS conversations originate from.
User-Level Shared Numbers
Shared numbers can now be configured at the user profile level. This allows multiple users to be configured to send SMS messages from the primary number for a site or department, allowing the external recipients to better associate the messages with the company sending them. The system tracks which user sends an SMS from the custom sender number, ensuring that replies are routed directly back to the original sender.
Unsolicited Message Handling
The handling of unsolicited messages sent to shared numbers has also been improved. If an external user sends an SMS to a shared number and their phone number isn’t associated with any agent (i.e., no agent has previously messaged them), the message will no longer be discarded. Instead, these messages can be routed to a designated group, ensuring that all incoming messages are captured and addressed effectively.
Web Chat for Call Group Agents
Web chat support has been extended to Operator call groups. Agents in Operator, ACD, and ICC groups can now receive and respond to message notifications from website visitors, streamlining interactions across multiple communication channels.
Agents can quickly access a customizable list of suggested replies for both web chat and SMS via the icon next to the text bar, enabling faster and more efficient responses to customer inquiries.
Department Filtering
ZAC now allows users to be organized into departments, enabling more efficient contact management. With department filtering, users can apply a filter to the company contact list, displaying only contacts who belong to a selected department or its sub-departments. Additionally, users can exclude system services, such as auto attendants and call groups, from the filtered results for a more focused view.
Department filtering makes it easier for users to view and collaborate with colleagues within specific organizational units, providing a more streamlined experience when transferring calls, sending messages, and managing departmental communications.
Screen Share Enhancement
With the new ZAC version, users can now share a specific monitor or application during screen sharing. This improvement ensures participants see only the content the presenter chooses, supporting real-time discussions while improving both the user experience and security.
Encryption for Third-Party SIP Trunk Providers and SIP Servers
Zultys now supports SIP over TCP and TLS for ITSPs and SIP servers, enhancing security and compatibility. This improvement allows third-party SIP trunk providers and SIP servers to leverage encrypted signaling for added data protection and privacy.
Mobile ZAC 1.2
Mobile ZAC 1.2 introduces powerful new messaging capabilities designed to enhance team efficiency and ensure a consistent brand response. Available for both iOS and Android devices, Mobile ZAC 1.2 offers feature parity and a visually consistent interface across platforms, ensuring a seamless experience for all users. Features from the desktop application have been optimized for mobile use, creating an uninterrupted workflow and empowering mobile and remote teams to stay connected, collaborate effectively, and maintain productivity, no matter where they are.
Inbound and Outbound SMS and MMS for Call Group Agents
Agents in Operator, ACD, and ICC groups can send and receive SMS and MMS messages directly from their mobile devices. Agents can easily choose whether to send messages from their individual role or their group role, offering convenience for the user and a more unified brand experience for the business.
Messaging Capabilities
Enhanced individual and group messaging capabilities in Mobile ZAC make chat exchanges more efficient and productive.
Users can now reply to any message, including their own, directly within the app, enabling more contextual and streamlined communication. Messages can also be forwarded to another internal user, an external contact, or an entire chat group, broadening communication options. Users can also delete their own messages when necessary for better message management.
These options are easily accessible by long-tapping a message and selecting the desired action from the menu.
Web Chat for Call Group Agents
Agents in Operator, ACD, and ICC groups can now receive real-time message notifications from website visitors and respond directly from their mobile devices. To enhance efficiency, agents can access a customizable list of suggested replies for both web chat and SMS, enabling faster and more uniform customer interactions.
Zultys for Outlook Extension
The Zultys for Outlook add-in allows users to schedule and edit ZAC conferences directly within the Outlook calendar, whether using the desktop or web application for Outlook. Simply select the date and time, and the add-in automatically inserts the ZAC conference details into the event’s body. Rescheduling is just as simple — update the event in Outlook, and the add-in syncs the changes with the Zultys system, eliminating the need to modify the conference separately in ZAC.
The add-in offers convenient login options, including single sign-on (SSO) and using Zultys account credentials. It also supports both light and dark modes in Outlook, automatically adjusting to match the system’s theme for a consistent user experience.
ZAC for Teams
ZAC for Teams seamlessly integrates Zultys’ advanced communication tools into the Microsoft Teams interface, delivering a unified communication experience within a familiar environment for Teams users. This integration is available to Zultys Premium and Contact Center user bundles. With ZAC for Teams, users can manage phone calls, SMS, MMS, call groups, and voicemail escalation — all without leaving the Teams platform. The ZAC navigation bar, featuring Zultys icons, is embedded at the top of the Teams screen, bringing communication and collaboration to a single pane of glass.
This integration enhances Teams’ native capabilities, offering advanced call management and SMS features that go beyond what standard Teams provides. Best of all, it works without requiring an additional Microsoft Teams Phone license, making it a cost-effective and powerful solution for business communications.
- Phone Calls: Manage inbound and outbound phone calls, including advanced call handling and call group management
- ZIP Phones and Softphone Integration: Make phone calls via ZIP phones or the softphone using the device’s speakers and mic
- Call Handling Rules: Ensure calls reach the right person with advanced routing capabilities and custom music-on-hold options for departments
- Multi-Level Auto Attendant & IVR: Enable callers to navigate quickly and efficiently to the right department or service
- Call Groups: Easily log in and out of call groups to make and receive the group’s calls
- Call Queues: Place callers in customizable queues with tailored announcements and enable call group supervisors to monitor real-time activity
- SMS & MMS: Leverage full inbound and outbound SMS and MMS capabilities with intelligent reply routing
- Call History: Access complete call history, including both internal and external calls
- Custom Reporting: Utilize standard and advanced reporting features, available to system administrators via MX Report
- On-Demand DVR-Style Call Recording: Initiate recordings at any point during a call while still capturing the entire conversation from the beginning
- Call Attached Data (CAD): Capture and document key information about each call with all relevant details moving with the call when transferred
- Faxing: Receive, view, and download faxes
LDAP Update
Users can log in to ZAC, Web ZAC, and Mobile ZAC using their existing Microsoft credentials, simplifying user management and enhancing security — all at no additional cost. Users benefit from a seamless authentication experience, while administrators manage only one set of credentials across platforms, reducing complexity and saving time. LDAP licensing, which includes user authentication and credential management, is now available free of charge, making secure and efficient access easier and more accessible.
MX Report 4.2
MX Report 4.2 supports multi-factor authentication (MFA) for enhanced login security. Users with MFA enabled will be required to enter a one-time code during the login process, providing an additional layer of protection. As part of these updates, CDR login has been removed from MX Report. To ensure compatibility with MX version 18.2, MX Report 4.2.1.142 or higher is required for systems running MX version 18.2.
Get the Latest Updates and Share Your Feedback
Contact Zultys or your authorized Channel Partner for more information. ZAC 9.2 is now available for immediate download here and available via auto-update for systems with Release 18 or higher. Mobile ZAC 1.2 is available for Android devices on the Google Play Store and for iPhone devices on the App Store. Downloads for Release 18.2, MX Report 4.2, ZAC for Teams, and the Zultys Outlook extension can be found on the Zultys KBS website along with the full release notes and installation instructions.
We appreciate your help in improving the user experience. The feedback you give to us allows our engineering team to apply that knowledge to the ongoing innovation of our Unified Communications platform. For feature requests, send your ideas to features@zultys.com.
