Unified Communications Featured Article

Fonality Introduces New HUD Features

By Alicia Young
Web Editor

It’s all about productivity, and nobody knows that better than Fonality (News - Alert). That’s why the company consistently works to improve its UC and business phone solution, Heads Up Display (HUD). The platform has received recognition in the past for helping businesses operate efficiently; it has taken home the 2016 Golden Bridge Award and was named TMC’s (News - Alert) 2016 INTERNET TELEPHONY Product of the Year. Now, HUD is being improved further with six new features.

Some of the new HUD Web capabilities include two new transfer options, recording downloads, inline audio controls for recordings and expanded notifications. There is also an entirely new file sharing solution, which gives users a new interface that provides them with the complete set of options to instantly share files with colleagues. For instance, users can now share files from their computers or from major file sharing solutions like Box, Google (News - Alert) Drive, Microsoft OneDrive and Dropbox.

HUD’s six new features include:

• Unanswered Queue Call Transfer: When a queue call goes unanswered for an extended period of time, queue managers can transfer it directly to an available agent or another team member. This effectively reduces the number of abandoned calls and shortens wait times for callers—which ultimately leads to better productivity and happy customers.
• Warm Transfer: Have you ever wondered who’s on the other line, or why they’re calling you? With this new feature, the person transferring the call can let the recipient know the answer to both those questions. This improves customer experiences and expedites customer service. It’s also beneficial in that it allows the transferring party to make sure they’re sending the caller to the right place.
• Recording Downloads: Users can now download voicemails and on-demand recordings from within the VM & Recordings tab in HUD. Additionally, downloaded recordings can be easily saved or shared. This is helpful for people who do not subscribe to Voicemail Transcription, and is useful when it comes to saving training recordings or customer records.
• Inline Audio Controls: All voicemail and call recording controls are now inline. The new call recording download option lets users Play, Call, and Delete recordings, and voicemails can now be marked as read or unread.
• Notification Count: Previously, HUD notifications consisted of pop-ups on the side of the screen. The more messages received, the higher the list of pop-ups grew. This was useful in that it made users very aware that someone was trying to reach them, but was a bit of a pain if they were in the middle of doing something. Now, notifications are shown on the user’s browser tab via a counter that is easy to spot.
• File Sharing: To share a file from desktop, Google Drive, Microsoft (News - Alert) OneDrive, Box or Dropbox, all the user has to do is hover over an avatar photo and click Share File. Additionally, the user can click a paperclip image in an individual or group chat entry box. The fan-favorite drag and drop method also still works.

There are some big changes coming to HUD, but nothing that will leave you unsure of how to use it. The six new features are designed to improve user experience and increase productivity by making it easier than ever to download and share files and collaborate.