Omnichannel voice: connection between agent/customer and active conversation form performance
It takes 4-7 seconds to create the connection between agent and customer and load the Active conversation form after the Agent accepts the incoming session. I know that this is current system behaviour and understand it (a lot of actions are happening). But are there any plans to work on impro...
Synchronize Teams presence
When using MS Teams for internal collaboration currently this does not impact the status in omnichannel.
In case an agent receives a Teams call it might be relevant to also update the agent status in omnichannel.
There are already other contact center soluti...
Voice Chanel - secondary ringer
Just like in Microsoft teams it would be useful for an agent to set a secondary ringer device.
If an agent leaves the desk for a moment the call is only ringing in the headphone. Would be handy to also let it ring on the computer / screen.
Customer should be identified based on all phone number fields
Customer should be identified based on all phone number fields - not just "mobilephone" field. Customer may have multiple phone numbers (e.g., landline, office, mobile) so we need identify based on all assigned phone numbers not just one field i.e. identify customer from telephone1, mobilephon...
Incoming call: notification sound should be louder
A sound about incoming notification should be louder.
At this moment it is too quiet, even if in the omnichannel settings and the personal settings are set to maximum.
Incoming call: notification window should be bigger
An incoming call window should be bigger or the size of the window should be customizable by the Omnichannel admin. At this moment it is too small and agent can miss a notification.
Administrator
Tracking brief with ADO item: RI improvements - CCA feature brief.docx