Hearing a beep as a customer service agent that receives the phonecall to indicate the connection is completed and the call is starting
To improve the efficiency and responsiveness of customer service agents, I propose the implementation of an audible beep signal that alerts agents when a phone call connection is successfully completed and the call is about to begin. This feature will enhance the omnichannel customer service e...
New "In a Call" status/presence when on voice call
When agent accepts a voice call, the presence should change to a new status of “In a Call” rather than the current “Do not disturb” status.
It’s hard for supervisors to differentiate whether the agent is in an actual call or if the agent has manually selected the “Do not dist...
Omnichannel Voice - Support coversations with no caller ID
Currently, callers with no/withheld caller ID will have their calls terminated, they are unable to be serviced by Omnichannel Voice.
Please add support for conversations where the caller ID is not present.
SR: 2211070050002667
Prevent Consult/Transfer to Agents Already on Active Voice Calls in Dynamics 365 Omnichannel
Problem Statement:
Agents currently appear available for Consult & Transfer even when they are already on a voice call. This leads to:
- Misrepresented presence in the consult pane.
- Failed transfer attempts.
- Skewed reporting metrics.
- Poor...
STATUS DETAILSNew
Add recordings to the Voice controls
My customer has a series of announcements it must play to a customer e.g. "this call may be recorded", "your privacy is important", "Our advice is general in nature" and must indicate in their call notes that the customer has heard these announcements as it is required in thei...
Selecting another queue in consult action not very user friendly - More easy way to select another queue
Since the wave release 1 2024 the behavior for selecting a queue in a consult action has changed and is not very user friendly.
When selecting the consult action a default queue is being set in the dropdown with queues. As the field is a searchable field it filters the list of...
"Wrap Up" and "Available Since" timers
The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this ...
First Party Voice - Transfer to Agent
Currently when you hit transfer, there is no way to transfer directly to an agent or ability to see the status of the agent presence. Several customers have mentioned that they want the ability to transfer to agents on the system with the ability to see their current status. Currently the on...
Agent Voice Consult
Currently, when an agent asks for a consult to another agent there is no way for the agent receiving the consult to understand (before accepting and opening the consult) whether the consult request is via chat or via voice (adding the agent to the client call) and to understand who is asking f...
Agent Cold Transfer
We are looking for this feature in order to provide the Agents the Ability to transfer a call without staying on the line waiting for the other side to pick-up. This is a Basic feature that other solutions have.
Administrator
Tracking spec: Voice - Outbound caller ID support.docx