What's New! – CCoD

We are excited to welcome you AheevaCCS V7 which includes our all new Agent Web Application (AWA)! We're looking forward to your feedback and thank you in advance for helping us bring this application to market.

To get started there are main components to the platform that you need to be aware of and understand and they are:

We have been working hard behind the scenes to upgrade the infrastructure of AheevaCCS. Below are some high-level points discussing the key infrastructure improvements and feature additions that we have made.

CentOS 7 - CentsOS 7 has a number of feature enhancements and performance improvements that warranted upgrading AheevaCCS to work on CentOS 7. From a customer perspective, you will not notice much change here, but it is an important structural change that ensures our platform will be supported for many years to come.

Asterisk 13 - AheevaCCS moved from Asterisk version 11 to version 16. Asterisk 16 is a Long Term Support (LTS) release of Asterisk. Key enhancements focused heavily on the Asterisk APIs - the Asterisk Manager Interface (AMI) and the Asterisk REST Interface (ARI) - and the PJSIP stack in Asterisk. These enhancements allowed us to move to version 13 and facilitate the introduction of new features in the future.

Agent Web Application - We retired the Aheeva Softphone and we developed an entirely new Agent Web Application (AWA) that enables agents to interact with the platform through any modern web browser (although we prefer you use Google Chrome). The AWA eliminates OS compatibility issues and allows our clients to deploy the solution on Windows, Apple and Linux. The AWA is the launch pad for the future of Aheeva.

Enhanced Call Recording - In previous versions of AheevaCCS, call recording started only when the call was distributed to an Agent. For some of our customers this was problematic for QA and troubleshooting. Starting with V7, call recording starts as soon as the customer connects to an IVR and continues until the moment the customer hangs up.

Super Easy Installation Script - In the past installing AheevaCCS was a tedious and somewhat cumbersome process, we found that customers and partners were making mistakes when installing AheevaCCS. Customer experience is very important for us. That's why we wanted to make it easier for our customers and partners to install our solution. Starting with V7, we created an install script that manages the entire process making installation "Super Easy".

Agent Manager - This is admin console that you are know and are used to. Very little has changed from a user perspective, most of the functions and features you have come to love will still be in the new version. If you know how to use Version 6, you will know how to use this version.

Softphone - In the past you were required to use our proprietary softphone, so for customers this was limiting and not convenient. We have replaced our softphone and redesigned the platform to work with essentially any SIP device. In order to use the platform you will need to install and configure a softphone (or you can use a physical SIP phone as well). We will provide recommendations and instructions on how to do this.

Agent Web App (AWA) - The AWA is our new 100% web based agent application that the agents will use to interact with the platform. The AWA is very intuitive and easy to use. However, there are a couple of important points you will need to know in order to ensure your success. We will outline these points in the Knowledge Base.