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August News
We’re excited to share our newest feature: the ability to send and receive business text messages on the OfficeSuite UC® White Label Desktop and Mobile app. 
Portal function migration: WOL to CPT
As part of our overall strategy to deliver a single portal for all your needs, Windstream Online (WOL) capabilities will be migrated to the Customer Portal Tool (CPT).

Within CPT, you’ll be able to place Move, Add, Change (MAC) orders, renew contracts for your existing Windstream T1-PRI and Integrated T1 voice services, open trouble tickets and view bills and reports.

All these capabilities will be deployed in CPT from now through September. Your Windstream Enterprise Resale account team will provide the training you need to migrate from WOL to CPT.
Reminder: SD-WAN software upgrade
Per prior notifications, a mandatory software upgrade from VMWare (VeloCloud) requires our partners to upgrade all SD-WAN customers’ edge devices by Thursday, August 15. If partners are unable to upgrade devices by this date, we'll perform the upgrades during a maintenance window on Saturday, August 17.

Contact your Windstream Enterprise Resale account team with questions.
Compliance reports for end users with sensitive data 
Partners with end-user compliance requirements associated with sensitive data can leverage the OfficeSuite UC® White Label SOC 2 Type 2 Report and HIPAA/HITECH attestations as part of their compliance strategy. These reports are useful for healthcare and financial services verticals.

We’re pleased to announce the successful completion of two examinations of OfficeSuite UC White Label, a SOC 2 Type 2 examination in accordance with Security and Availability Trust Services principles and a HIPAA/HITECH attestation examination. (Both examinations were performed by an independent CPA firm.) 

HIPAA requires healthcare organizations to protect the integrity and security of health information. Though Windstream Enterprise is not directly required to be a HIPAA-compliant entity, we do play a part in healthcare customers’ adherence to regulations. Along with the HIPAA/HITECH report, Windstream will continue to sign a Business Associate Agreement (BAA) for customers that request one. 

SOC 2 is a combination of reports related to internal controls at a service organization. The SOC 2 Report focuses on a business’ non-financial reporting controls as they pertain to security, availability, processing integrity, confidentiality and privacy of a system. The OfficeSuite UC White Label SOC 2 Type 2 report was based on the Security and Availability Trust Services principles.

Contact your Windstream Enterprise Resale account team for more information on HIPAA/HITECH and SSAE/SOC reports.
New OfficeSuite UC White Label CCS features 
The following features have been released for OfficeSuite UC® White Label Contact Center Services (CCS) to help customers deliver a better CX and improve efficiencies:

Call marking for recorded calls allows users to mark a specific segment of a recorded call—such as a customer purchase decision—making that segment of the call easier to find in the future.

SFTP report delivery (optional service) enables customers to deliver scheduled reports to this same SFTP directory. Any scheduled report for Inbound Voice Queues, Outbound Voice Queues or Agent Performance can be delivered. See below where ‘Deliver via sftp’ can be selected:

Dashboard alerts provides Tenant Admins with the ability to set multiple thresholds on Agents and Queues, and visual alerts on the Dashboard panels, helping end users respond quickly to an unanswered call.

Thresholds with new alerts include:
  • Fill Warning and Fill Alert (queue capacity)
  • Call Waiting Alert (unanswered calls in queue)
  • Talk Time Alert (time the Agent is on the phone)

A combination of yellow flashing for warning and/or red flashing for alert thresholds being crossed are visible on the CCS tabs and Dashboard panels, depending on what the Admin currently has open.

To schedule a feature demonstration or training, contact your Windstream Enterprise Resale account team.
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Looking for previous Resale Newsletters? Access our archives.