{"id":12934,"date":"2025-03-12T17:52:30","date_gmt":"2025-03-12T17:52:30","guid":{"rendered":"https:\/\/www.k12insight.com\/kc\/?p=12934"},"modified":"2025-10-27T21:39:09","modified_gmt":"2025-10-27T21:39:09","slug":"new-in-onflo-january-2025","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-onflo-january-2025\/","title":{"rendered":"New in Onflo (formerly Let's Talk!) \u2014 January 2025"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12934\" class=\"elementor elementor-12934\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b0bb001 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b0bb001\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d024b92\" data-id=\"d024b92\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f5213f3 elementor-widget elementor-widget-text-editor\" data-id=\"f5213f3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h3><i><span style=\"font-weight: 400;\">Telephony and Call Center updates to enhance your phone management experience in Onflo (formerly Let's Talk!)<\/span><\/i><\/h3><p><span style=\"font-weight: 400;\">We\u2019re kicking off 2025 with key enhancements to our <\/span><a href=\"https:\/\/www.k12insight.com\/kc\/product-updates\/may-2024-new-in-lets-talk\/\"><span style=\"font-weight: 400;\">Telephony and Call Center features<\/span><\/a><span style=\"font-weight: 400;\"> in Onflo. The January release includes technical updates for better long-term performance and maintenance for Telephony and Call Center. We\u2019ve also added user-requested enhancements to make call handling more efficient.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">If your district isn\u2019t using Telephony or Call Center features yet for handling phone calls and texting within Onflo, reach out to your dedicated Client Success Manager to learn more.\u00a0<\/span><\/p><p><b>Updates Inspired by Our Onflo Community<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Movable Minimized Call Panel for Better Experience: <\/b><span style=\"font-weight: 400;\">You asked, and we listened! The minimized call panel is now movable, giving you the flexibility to adjust its position on your screen. This ensures that key functions \u2014 like replying to a customer while keeping the ticket \"In Progress\" \u2014 stay accessible during calls, no matter your screen size.<\/span><\/li><\/ul><p><b>Queues and Voicemail\u00a0<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Transfer to Queues: <\/b><span style=\"font-weight: 400;\">Check out the following updates for Transfer to Queues:<\/span><ul><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Agents can now transfer calls directly to a queue instead of searching for specific agents, ensuring the right team handles the call.\u00a0<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Transfers are tracked in the queue management dashboard, call details report, and ticket timeline for full visibility.\u00a0<\/span><\/li><\/ul><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Repeating Queue Greeting: <\/b><span style=\"font-weight: 400;\">Keep callers informed while they wait. Call Center admins can now enable a greeting that plays every 60 seconds \u2014 thanking them for their patience or reminding them of voicemail options.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>In-Queue Voicemail Option:<\/b><span style=\"font-weight: 400;\"> Callers waiting in the queue can now press a key to leave a voicemail instead of staying on hold. This ensures your team receives their message with full context, allowing for more efficient follow-up.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Voicemail Routing When No Agents Are Available:<\/b><span style=\"font-weight: 400;\"> If all agents in a queue go offline or unavailable, callers are now automatically directed to voicemail. This prevents dropped calls, captures important messages, and ensures timely follow-ups.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Display Outbound Calls on the Queue Management Dashboard: <\/b><span style=\"font-weight: 400;\">Call center supervisors can now view outbound calls in the Live Calls section, complete with a new icon to indicate outbound calls. Agents making outbound calls will also appear as \"Engaged,\" giving you a real-time view of team activity.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Moving High Priority Calls:<\/b><span style=\"font-weight: 400;\"> Call Center admins can now move High Priority calls to the front of the queue, ensuring urgent issues are addressed first.<\/span><\/li><\/ul><p><b>Phone Numbers Settings<\/b><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enable Outbound Calling Numbers: <\/b><span style=\"font-weight: 400;\">System admins can now control which phone numbers are used for outbound calls, ensuring return calls route to the correct queue. Easily assign outbound numbers to specific queues from the Settings page for better call management and efficiency.<\/span><\/li><\/ul><h3><b>Ready to Dive In?<\/b><\/h3><p><span style=\"font-weight: 400;\">Onflo empowers your district to deliver exceptional customer service \u2014 all from one platform. If your district isn\u2019t using Telephony or Call Center, connect with your Client Success Manager to learn how these features can support your team.<\/span><\/p><p><span style=\"font-weight: 400;\">Stay up to date on the latest enhancements! Catch up on <\/span><a href=\"https:\/\/www.k12insight.com\/kc\/category\/product-updates\/\"><span style=\"font-weight: 400;\">previous Onflo updates<\/span><\/a><span style=\"font-weight: 400;\">, including the <\/span><a href=\"https:\/\/www.k12insight.com\/kc\/product-updates\/new-in-lets-talk-december-2024\/\"><span style=\"font-weight: 400;\">December 2024 release<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p><p><span style=\"font-weight: 400;\">As always, we value your feedback. If you have any questions, reach out to your Client Success Manager or our <\/span><a href=\"https:\/\/www.k12insight.com\/support\/\"><span style=\"font-weight: 400;\">Client Care team<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Telephony and Call Center updates to enhance your phone management experience in Onflo (formerly Let's Talk!) We\u2019re kicking off 2025 with key enhancements to our Telephony and Call Center features in Onflo. The January release includes technical updates for better long-term performance and maintenance for Telephony and Call Center. We\u2019ve also added user-requested enhancements to...<\/p>\n","protected":false},"author":36,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[414],"class_list":["post-12934","post","type-post","status-publish","format-standard","hentry","category-product-updates","tag-basic-telephony","tag-call-center"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/12934","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/36"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=12934"}],"version-history":[{"count":18,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/12934\/revisions"}],"predecessor-version":[{"id":14982,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/12934\/revisions\/14982"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=12934"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=12934"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}