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...
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...
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.
Store phone numbers in msdyn_ocliveworkitem entity
Add fields to msdyn_ocliveworkitem entity for outbound calls that store the agent's phone number and the phone number the agent is calling
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...
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...
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...
Possibility to control hold music volume for Agent making an Outbound call
Agenta are making outbound calls in D365 Omnichannel for Customer Service. We would like to have the ability to control the volume of the hold music that the agent hears while making an outbound call. The ringback/hold music played before the customer answers is too loud, and there is no optio...
Dynamics 365 Contact Center - Enabling ringtone for outbound calls to external numbers as OOTB
Enabling ringtone for outbound calls to external numbers as OOTB.
Currently if an agent calls to an external number, he/she does not hear anything like the phone going off. Agents would like to have this frature as they can better consider whether they should wait on the line ...
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.
Administrator
This will be part of our dialer improvements, which will be released as part of the Oct23 wave.