Driving Partner Success with the Latest iPECS Updates
On Tuesday, October 28th, we hosted another iPECS Insights session. This is our monthly opportunity to connect with global partners, share updates, and explore how we can continue driving success together.
This month’s session was hosted by HS Cho, Solution Expert at iPECS, who provided an in-depth look at the latest updates across both the Unified platform (version 6.2.11) and iPECS Cloud. The session highlighted a series of innovations that further enhance usability, security, and collaboration for partners and end users alike.
New features in Unified 6.2.11
The latest version introduces two standout features that reflect our continued commitment to solving real-world customer challenges and expanding platform capability.
Automated Park and Page
“Park and Page” has long been a useful feature for managing incoming calls in busy environments, enabling users to park an active call and notify another user, giving them the ability to retrieve it. However, in locations without a dedicated receptionist, it can be difficult to manage manually.
The new automated Park and Page functionality addresses this by streamlining the process, allowing calls to be automatically parked and broadcast to the relevant team or extension. This enhancement makes it easier for organizations of all sizes to handle calls efficiently, even with limited administrative staff.
Silent Duress Alert – A True Game Changer
Another major feature in this release is the Silent Duress Alert, designed for emergency scenarios such as armed robberies or other security incidents when normal emergency calls are a risk. When triggered, the system can automatically place a call to emergency services and play a pre-recorded alert message.
This functionality is highly flexible. For example, in hotel environments, alerts can be configured per room or location. It can also send notifications by email and integrate with iPaaS (Integration Platform as a Service) solutions to trigger automated workflows through webhooks. This means partners can easily link Silent Duress to systems such as CCTV or other safety and monitoring tools.
The alert can be activated via a pre-configured button or access code, making it both discreet and fast to use. As HS noted, this feature is a true market disruptor, offering a powerful new capability for safety-critical sectors such as retail, hospitality, and education.
iPECS Cloud: Accelerating innovation
HS then introduced a range of exciting updates to iPECS Cloud, reflecting iPECS’s ongoing drive to enhance flexibility, performance, and collaboration.
Enhanced Yealink provisioning
Provisioning for Yealink devices has been streamlined, reducing setup time and improving the experience for partners deploying cloud-based systems.
Shared Lines for iPECS ONE
One of the most significant new features is Shared Line support for iPECS ONE. This enables multiple users to share a single phone line — a highly requested enhancement that is ideal for collaborative environments, service desks, and problem-solving teams.
Previously available only on physical devices, shared lines are now fully supported within iPECS ONE on any device. The feature supports up to five shared lines, each configurable with distinct user assignments and permission settings. Users can easily view and manage shared lines directly within the web client interface, promoting seamless collaboration without the need for complex call transfers.
Boosting contact center capabilities
The update also brings a series of improvements to iPECS’s built-in contact center (CC) tools, further strengthening its competitiveness.
The wallboard has received a major upgrade, offering a dramatically improved user experience and enhanced reporting capabilities, including call recording transcription for deeper insights.
Another highlight is the introduction of ACD Wrap-Up Codes, enabling agents to rapidly categorize calls using pre-defined options. This simplifies post-call processes while providing richer analytics on call types and customer interactions.
Together, these upgrades deliver a more powerful and data-driven contact center solution, giving partners and customers new ways to optimize performance and service quality.
Agile innovation for the future
HS concluded the session by emphasizing iPECS’s move toward an agile development workflow, enabling faster delivery of new features and updates. This approach ensures that innovation reaches partners sooner and continues to align closely with market needs.
We would like to thank our global partner family for attending this exciting session as we continue to innovate and drive the evolution of iPECS. As HS summarized in his conclusion: “Let’s build the future together.”
