Over the weekend, OnState released a new version of their software. This was  minor release with just a few new features. Here's an overview of what was added:

• New Mode of Call Transfer - Agent-initiated transfers no longer include the step where the agent hears his phone ring and then he picks up to initiate the transfer. It is a now a smoother transition, much more typical of how transferred calls are normally handled. The agent now simply selects the person or skill queue to which he wants to transfer the call and he immediately starts to hear the phone ringing at the other end. This feature is especially convenient for agents answering calls on landlines and mobile phones.
• Embedded Google Talk Chat - For agents enabled for chat using the Google Talk protcol, there is a new OnState Anywhere tab called "Google Talk" that will allow the agent to answer chat calls right inside the OnState Anywhere screen, as shown below. Each chat call is  a separate tab.
• Second Chance for Forced Off Agents - If an agent is forced off because he misses an incoming call, he now has an additional 60 seconds to reset his state to Ready to be able to answer the call. Previously, the call immediately went to voice mail if there were no other agents who could answer the call.
• Stats - The Stats tab in OnState Anywhere no longer shows all skills in the system. It is back to showing only the skills assigned to the user. Also, the information now only displays data for the current call activity, and does not include historical information for pending call time.
• Chat Stats - Chat calls are now included in the real-time display throughout the duration of the call.