Out of office with custom message
If a business operates from 9 AM to 4 PM on weekdays but occasionally needs to suspend incoming calls for 2 hours due to internal meetings or system maintenance, they can inform callers of the unavailability of agents during this period through a predefined custom message. Once the ...
Allow call redirection outside workstream hours
Requesting an option to handle an incoming call after workstream hours.
Right now the only thing that happens to the call is an automated message, then it hangs up.
Need an option to forward to another workstream/bot/voicemail.
Send caller back to Voicemail if Agent doesn't pick up
If an Agent is Available to take a call (transfer from BOT to queue), but does not pick up (i.e. walks away and forgets to change status), after the timeout period the customer hears "Sorry we couldn't service you at this time" and the call hangs up. This is not a good experience for the cust...
Route first to PVA (IVR bot) when Out Of Office hours
Hi guys,
Imagine a voice workstream with a PVA (act as IVR) attached to this workstream.
Also a voicemail queue is defined to handle calls when OutOfOffice Hours.
Currently, if a customer calls phone number attached to the voice workstream during office ...
Data Masking rule in voice calls
During the voice call whenever customer is telling sensitive data like SSN info or Credit card information data is not getting masked like it happens in the chat.
Data is not getting masked in the voice recordings as well.