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...
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...
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...
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.
We are working on dialer integrated contact lookup search for April 24.
Custom Caller ID in Azure Communication Services
Being able to add a custom caller ID and phone number mask to an existing Azure Communication Services number.
This will give the ability to members to know who is calling them instead of just seeing an unknown 10 digit number and no Caller ID associated with it.
Example...
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...
Improvements will be part of the Oct23 release wave.
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 ...
This will be part of our Oct23 wave release.
Reduce the connection time for outgoing calls in Telephony system
When user tries to make outbound call, CRM system is taking 15/20 seconds to open the conversation window. This time seems very long and it's very difficult for user to wait for such a long time in their busy schedule. We suggest reducing the conversation load time to less than 10 seconds.
Increase ringtone volume for Agent making Outbound call
Currently the ringtone for an Agent making an Outbound call is very quiet compared to the call volume and users need to turn their volume up to an uncomfortable level in order to hear it. This means when the customer answers the volume is excessively loud.
Adding the ability t...
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...
Administrator
This will be part of our dialer improvements, which will be released as part of the Oct23 wave.