7

Call Error Notification for Failed Outbound Calls

To make the outbound call it is needed to remove the 00 (+) from the international prefix, but needed to always include the prefix (i.e. not +39 or 0039 but 39). If the call is made without the prefix, the conversation panel opens but the call does not start and the agent does not understand i...

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
Completed
Ideas Administrator

This will be part of our dialer improvements, which will be released as part of the Oct23 wave.

3

custom automated messages for "make calls" only phone number

Referring to the issue TrackingID#2401120050004182, for "make calls" only phone numbers whenever the customer calls the number back, it should be provided an automated message to inform the customer the number called is not reachable in the language of the outbound workstream. Currently, altho...

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
New
2

Wrap-up Period after Call transfers.

Currently, when an agent transfers a call to an external PSTN number, the capacity of agent is immediately freed up. This causes a problem, since even for transferred calls, the agent is usually required to execute wrap up tasks. Lack of wrap up state for such calls is detrimental to produ...

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1 Comments

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
New
2

Telephone directory for outbound calls

Hi,


We would like a telephone directory function available in the outbound dialler feature. This directory could be team and/or user specific and include both lookup contacts from contacts and/or accounts in CRM but also external contacts. 

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1 Comments

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
Planned
2024 Release Wave 1
Ideas Administrator

We are working on dialer integrated contact lookup search for April 24. 

2

Make outbound Call From dropdown list more obvious and automated

In the outbound call dialer, the down arrow next for the Call button (i.e. the call from dropdown list) is not obvious to agents and is easily missed. It is nice UX but is impractical for agent behaviour.


Please make this a separate dropdown list located between before the "C...

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
Completed
Ideas Administrator

Improvements will be part of the Oct23 release wave.

2

Modify outbound number in the dial pad

When trying to make an outbound call, the user tries to copy a number inside of the outbound call pop-up (where the number is usually typed), the number is copied, but the number cannot be changed inside in case there is a mistake in the number. It is only possible to change the number at the ...

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1 Comments

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
Completed
Ideas Administrator

This will be part of our Oct23 wave release.

1

Allow users to interrupt transfer/consult with external number

Dear all,

It would be great to add the functionality of dropping the consult/transfer after initiating a consult or transfer with an external number (through dial pad) if the external person is not replying?

So, in other words, to stop the consult/transfer before it has been initia...

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Category: Voice - Outbound Calling (7)

STATUS DETAILS
New