This article describes new features and improvements available in the latest versions of Fuze Desktop and Fuze Web.
Current supported versions of Fuze include 6.11, 6.9, and 6.8. If you are an IT administrator, you can visit the Hub to view your deployment settings. Depending on your company’s settings and your permissions, you may have some or all of the features described below.
For details about what's new with Fuze Mobile click here.
Fuze Desktop and Web
Reply to messages - You can now reply to specific messages, making it much easier to maintain context in a busy group conversation. Reply to includes a mention of the author of the original message, notifying the author that you are replying directly to something he or she has previously written. (This was supported for Fuze Mobile as of 6.8)
Fuze Contact Center
Supervisor queue search - Supervisors will now have the ability to search for a specific queue from the Manage Queues view, complementing the agent search in queue details released with Fuze 6.9.
Fuze Web: Want to try out new features before your organization’s scheduled 6.11 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
Fuze Desktop and Web
- Reduced the loading time and memory usage when users open Fuze Web for the first time
- Redesigned the meeting join flow on Fuze Web for participants who have denied Fuze access to their microphone but still need audio
- Improved the recognition of inbound caller IDs and local numbers
- Ensured that meeting audio switches automatically to newly connected headsets when using Fuze Web for Chrome
- Made other miscellaneous improvements and bug fixes
Fuze Contact Center
- Agent queue search - Agents now have the ability to search for queues from within their queue views.
- Supervisor agent search - Supervisors now have the ability to search for an agent from within their queue details views.
- Agent call ringing status - When agents logged in with Fuze Desktop or with their desk phones receive incoming calls from a queue, supervisors will see the agent’s status as “ringing”. When agents logged in with Fuze Mobile receive incoming calls from a queue, supervisors will see the agent’s status as “on a call”.
This version of Fuze Desktop and Web introduces the following enhancements and new features:
Fuze Contact Center
- Agent pause time
- Longest talk time
- Longest call wait time
This version of Fuze Desktop and Web introduces the following enhancements and new features:
End Meeting for All confirmation - When meeting hosts or their delegates exit a Fuze Meeting and select the option to End Meeting for All, they will now be asked to confirm that decision. This helps to prevent the meeting participant from inadvertently ending the entire meeting for all participants when looking to leave the meeting.
Fuze Contact Center
Alerts - In addition to previously released alerts (SLA, average call wait, abandon call, and active agents), we’ve added two new alert types:
- Agent Idle Time
- Calls Waiting
Call monitoring for multiple calls - Supervisors can now select which call to monitor if an agent is able to manage more than one call at a time.
Queue call on hold - Supervisors can now see if a queue call is on hold from the Queue Details screen, along with the call duration.
Queue call recording visibility - Supervisors can now see if an agent’s queue call is currently recording.
Fuze Web: Want to try out new features before your organization’s scheduled 6.7 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
- Alerts for Fuze Contact Center supervisors - Supervisors need to be aware of issues in their contact center as soon as they happen. To that end, supervisors can now configure color-coded (yellow/orange/red) alerts for queues and agent behaviors. The following alert types are available on a per-queue basis: SLA, abandoned call rates, average wait time, calls waiting, and active agents. Additional alerts will be available in subsequent releases. Learn more about alerts for Fuze Contact Center in the Fuze Help Center.
- Font support for content sharing - We’ve added support for 20 new Google fonts for uploaded content to the content locker in Fuze Meetings. Documents and presentations will now display as expected.
- Fixing an issue that could cause meeting recordings to stop unexpectedly
- Resolving a conflict that could occur when two or more calls came in within the same second
- Re-engineering the processes that occur after a reconnect, thereby resolving an issue that could lead to poor performance temporarily
- Webinar email invitations will now display the local time zone of the host rather than UTC time
Fuze Web: Want to try out new features before your organization’s scheduled 6.5 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
- Call monitoring updates - Supervisors can now listen, whisper, or join an agent call without the need to monitor in listen-only mode. Additionally, agents can now see if their supervisor has joined a call or is whispering, though they will never see if a supervisor is in listen-only mode.
Fuze Web: Want to try out new features before your organization’s scheduled 6.4 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
- Microsoft Edge support - The full Fuze Web experience is now supported by Microsoft Edge on both Windows and Mac. In addition to users with Fuze accounts, external participants invited to meetings will also be able to join directly from Edge without having to download a client or copy a link into Chrome. Note: The current Chromium-based version of Microsoft Edge is supported, while the deprecated Microsoft Edge Legacy is not.
- Advanced call monitoring - Supervisors can coach and train agents directly in Fuze Contact Center with new advanced call monitoring features. Now, supervisors can listen, whisper, or join any call their agents take from the call queue.
- Long contact names - Users can now hover over a long contact name to display the full name. This is particularly useful when selecting a transfer target or searching for a contact.
- Keyboard shortcut update - The keyboard shortcut for starting a video call has changed to Ctrl+Shift+M (Windows) / Cmd+Shift+M (Mac) from Ctrl/Cmd+Shift+V. This change avoids a conflict with the commonly used ‘paste without formatting’ command.
Fuze Web: Want to try out new features before your organization’s scheduled 6.3 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
Improved chat in Fuze Meeting - We’ve updated the look and feel of the chat box in a Fuze Meeting for an improved experience when you need to have a quick side conversation with one or more of the other attendees. Additionally, a new notification will alert you if someone you have been chatting with leaves the meeting. URLs sent via the Fuze Meeting chat are now clickable.
Fuze Web: Want to try out new features before your organization’s scheduled 6.2 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
Updated agent view - Now that we've released a new queue supervisor view, we've taken the opportunity to bring some of those improvements to the agent view. It's easier than ever to see all of the information queue agents need in one screen, especially for members of multiple queues. The queue sign-in experience has also been simplified with a clearer device selection dropdown.
Fuze 6.0 introduces the following enhancements and new features:
Reactions - See a message you like and want to respond in a way words can’t express? Now you can react to messages with emojis. Add a quick ‘thumbs up’, pile on to other reactions, or choose your own.
New keyboard shortcuts - As part of our ongoing effort to make it easy to get your work done with Fuze, we’ve added keyboard shortcuts for some common actions. With simple commands, you can open the dial pad, start a call or video meeting, and leave a call or meeting.
Chat integrations - When your applications work better together, you can get more work done. Now that you can build webhook-based integrations, you’ll be able to get notifications within Fuze when something important happens in another application - a support ticket gets created, a sales opportunity goes from ‘open’ to ‘at risk’, etc.
Edit Queue Display Names - Members of queues will now see queue names displayed rather than queue keys. Since queue names are editable, while queue keys are not, this should make the administration of queues easier.
Queue Pause improvements - Members of queues who have paused themselves can change the reason for pausing without having to resume and re-pause, which could result in immediate calls for agents in busy queues.
Supervisor improvements - Fuze Contact Center supervisors can now view queue details and manage agents from within Fuze Desktop and Fuze Web. Supervisors can see real-time statistics related to queues and agents, cherry pick or transfer a call from within a queue, and handle agent management functions such as sign in, sign out, pause, or resume agent in a queue.
To gain access to this functionality you will need to have a supervisor SKU (entitlement) and be added to the appropriate queues in the Call Flow Manager. Please reach out to your admin for assistance.
Fuze Web: Want to try out new features before your organization’s scheduled 6.0 deployment? Log in to Fuze Web on Google Chrome to try them out starting the first day of the planned deployment window.
Fuze 5.16 introduces the following new features for Desktop and Web:
MMS in Fuze Desktop, Web, and Mobile
Need to send an image to your coworker or client who’s not using Fuze? Communicate more easily with people outside of your organization by sending and receiving Multimedia Messaging Service messages (MMS - a standard way to send messages that include multimedia over a cellular network) from any Fuze application — Desktop, Web, or Mobile (currently available in North America only).
Fuze 5.15 introduces the following new features for Desktop and Web:
Fuze Checkup audio section
We recently introduced Fuze Checkup to help you ensure that your network will reliably support calls and meetings. In this release, we’ve added an audio section to Fuze Checkup so that you can test your speakers and microphone ahead of your call or meeting.
Recently used emojis
Sometimes, you need to find the perfect emoji to get your point across. In the latest version of Fuze, we made that easier by adding a Recent section to the emoji selector. This keeps your recently used emojis at your fingertips so that you don't have to hunt for your favorite emojis every time.
Fuze 5.14 introduces the following new features for Desktop and Web:
Native Windows 10 Notifications
On Fuze Desktop 5.14 and later, Fuze uses native Windows 10 notifications instead of Fuze-generated notifications. This means that you can use the full set of Windows settings to configure the look, behavior, timing, and style of your Fuze notifications.
Additionally, Fuze adheres to your Focus Assist rules so do not need to manually enabled Fuze's Do Not Disturb setting. Your Fuze notifications will be automatically suppressed by Focus Assist.
If you're not familiar with configuring your Windows notifications, see Take control of your notifications in the Windows action center on the Windows community to get started.
See the article Notification Settings for more details.
Sennheiser Headset Support
Fuze now supports the Sennheiser DW1 Pro ML (OfficeRunner) headset, including Human Interface Device (HID) features.
Fuze 5.13 introduces the following new features for Desktop and Web:
Call or Chat with a single click from Office Apps
If you are using Fuze Desktop for Windows with our Microsoft Office integration to show Fuze presence and contact information directly in native Microsoft Office apps like Outlook, you can now also start a Fuze call or jump to a Fuze chat conversation with a single click. Simply click any chat button, phone button, or phone number to seamlessly chat or call Fuze contacts. If you’re not already using the Windows integration, click here to learn more.
Fuze 5.12.2 replaces Fuze 5.12 and resolves the following issues:
- If you sign in to Fuze Desktop 5.12, an error message stating that voice calling may incorrectly appear.
- If you are on Fuze Desktop 5.11 or later and you place a call on hold, the Resume and Hang up buttons are reversed when you hover your mouse cursor over the Resume button. This has been reverted in 5.12.2.
Improved meetings technology and EOL
As part of our ongoing efforts to improve your experience with Fuze, we’re upgrading the technology that powers Fuze Meetings. The end result will be more stable, higher-quality meetings, including fewer issues with audio, video, screen sharing, or joining.
The new Fuze Meetings technology is only compatible with Fuze Desktop versions 5.6 and later. For these reasons, Fuze is declaring the end of life for Fuze Desktop 5.5 and all earlier versions as of December 31, 2019. See the article EOL Announcement for Fuze Desktop Versions 5.5 and Earlier in Fuze Community for more details.
Fuze 5.12 introduces the following new features for Desktop and Web:
Quiet mode is now displayed in Fuze Desktop
We recently introduced Quiet Mode in Fuze Mobile so you can silence all notifications (including calls) from Fuze during periods outside of their working hours or when they want to unplug. When you are in Quiet Mode, your Quiet Mode status is now displayed in Fuze Desktop and Fuze Web.
If you use macOS Catalina, read Screen sharing in Fuze on macOS Catalina.
Support for macOS Catalina 10.15
The latest version of macOS 10.15 (Catalina) was released on October 7 2019. Fuze Desktop now supports macOS 10.15. Some features introduced with macOS 10.15, such as Dark Mode, may not be supported.
Per our SLA, Fuze supports the three most recent versions of macOS. Fuze will no longer support macOS 10.11 (El Capitan) with the introduction of Fuze Desktop 5.14, planned for December 2019. Additionally, support for macOS 10.12 (Sierra) will end in early 2020. Please consider upgrading to a more recent operating system such as macOS 10.13 (High Sierra).
Fuze 5.11 introduces the following new features for Desktop and Web:
Single Size Profile Pane
To optimize your ability to view details and interact with your colleagues, we’ve improved the Profile pane to remain the same size, no matter how large or small you make the Fuze Desktop window.
Phone Number Formatting
We have improved phone number formatting to display consistently throughout Fuze Desktop to improve how
Fuze 5.10 introduces the following new features for Desktop and Web:
Fuze helps you work from anywhere, but network quality and speed can vary greatly when you’re on the go. You can now use Fuze Checkup to ensure that your current setup can reliably support calls and meetings (and that your account is configured correctly to do so).
For more information about running and understanding the information provided by Fuze Checkup, see this article.
In addition to the enhancement described above, we've also improved the mini controller to show which line is ringing if you have more than one phone number (DID) configured in Fuze.
Fuze 5.9 introduces the following new features for Desktop and Web:
Simplified Audio Controls in Meetings
Running or participating in a meeting can be hectic. Configuring your audio shouldn’t be. To help make your meetings even easier, we’ve moved all of your audio settings into a single Audio menu, accessible directly on the Meeting toolbar. Everything you need to control your audio experience, including audio device selection, dial in and “call me” features, Audio on or off, and mic and speaker selection can now be accessed in this easy-to-use menu.
See Who’s Talking on Calls
Fuze 5.7 introduces the following new features:
Easily access your audio devices on calls
If you’re multitasking and you don't have the Fuze window up while you’re on a call, we’ve made it easier than ever for you to change your audio device directly from the mini controller so that you do not need to navigate back to the Fuze app.
Text formatting in chat
Fuze Desktop 5.6
Fuze Desktop 5.6 introduces the following new features:
Switch phones while on a call
Additional features in 5.6:
- Ability to disconnect an expired connected account
- Recent conversation history is now stored locally for quicker application launch
Fuze Desktop and Web 5.5
Fuze Desktop and Web 5.5 introduces the following new features:
This release of Fuze Web is a minor release that includes the following improvements:
- Enhanced the workflow for external meeting invitees (meeting guests that do not have a Guest account) that are joining via a non-Chrome web browser.
- External meeting invitees (meeting guests that do not have a Guest account) that are using Google Chrome to join via web.fuze.com can now allow Fuze to use the microphone and camera upon joining.
Fuze Desktop 5.3.1
Fuze Desktop 5.3.1 is a minor release that includes the following improvements:
- Fuze no longer modifies the default value stored in the chat application registry key (Windowstm only).
- Incoming Caller Name is now displayed along with the DID on Polycom devices for calls received from a Fuze Desktop caller using the click-to-call feature.
- Application-level stability enhancements and other improvements (including a more robust notification layer) to support the Fuze Desktop experience.
Fuze Desktop 5.3
Fuze Desktop 5.3 introduces the following new features:
- Ability to look up all contacts from the directory service that is affiliated with Google or Office 365 accounts you connect to Fuze.
- Ability to schedule webinars in Fuze Desktop instead of on the Fuze website.
- Enhancements for uploading Microsoft OneDrive files in Chat conversations and Meetings.
- Support for sending links to Google Drive files in chat conversations.
- A variety of new and improved in-app quality notifications.
View the Fuze Desktop 5.3 Whats New video.
See the full Fuze Desktop 5.3 Release Notes for more details.
We are excited to introduce the ability to make calls using Fuze Web!
You can now make and receive calls in Fuze Web using your computer audio or headset. The addition of calling in Fuze Web makes it a complete web experience that offers internal and external calling capabilities with zero downloads!
With the introduction of calling for Fuze Web, the following call-related features are introduced:
- Make and receive Fuze-to-Fuze calls.
- Make and receive external calls using a telephone number.
- Softphone support is extended to Linux and Chrome OS devices.
- While on a Fuze-to-Fuze call, you can add video or screen share.
- Video Calls now start like phone calls. A 'ringing' screen is displayed to call recipients.
- Contact Center agents can receive calls from their queues directly in Fuze Web.
See the full Fuze Web - December 2018 Release Notes for more details.
Forthcoming features in Fuze Web (currently available on Fuze Desktop) include:
- Create ad-hoc conference calls.
- Receive incoming call notifications if Fuze Web is not open.
- Use advanced headset controls.
- Use the floating mini controller while on calls.
Fuze Desktop 5.2
Fuze Desktop 5.2 introduces the following new features:
- If your're on a Fuze-to-Fuze voice call, you can now promote your to a video call, or you can share your screen.
- When you start a meeting, Fuze now displays a ringing screen to people you invite to the meeting, similar to phone calls.
- When you're in a meeting, you can now search for people to invite, invite guests, external contacts, and/or rooms (if enabled), directly from the participants list.
- Connect your Microsoft OneDrive account to preview OneDrive document links while chatting on Fuze Desktop.
See the full Fuze Desktop 5.2 Release Notes for more details.