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.
Host CRM inside external application (Twilio) iframe
It would be great if Microsoft can build a solution to host CRM inside Twilio iframe
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...
More robust masking / auto deletion transcript & audio recording with sensitive information
I'm aware that there is a mask feature to cover the sensitive information, however this feature is currently flawed and not as robust. e.g. if credit card numbers are not read in one go, the numbers won't be masked.
When the numbers are masked in the transcript, they won't be...
Admin to disable "Mark as Spam" feature
We do not want agents to be able to mark phone calls as Spam. There should be an option for admins to be able to disable this options (hide from the phone controls).
Change status to DND when accepting a call Consult
When the agent accept the voice consult, her/his status should change to Do not disturb in order to not receive further calls.
Be default customer is on hold during transfer
When agent 1 transfer to agent 2.
During blind transfer, customer is on hold, until agent is clicking on ‘R...
Omnichannel Voice - Support more specific language choices
Omnichannel voice has been generally available in the UK for several months however it is currently only possible to use "English - United States" for voice languages. This means any automated messages are not region specific and have a out of place American accent. Other Microsoft products su...
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...
Control of On Hold Music
While a customer is on hold, it would be ideal to offer admin capabilities to control the music and/or messaging that is played. Few ideas related to this...
1) Customers want the ability to control the music in general
2) Customers want the ability to insert marketing ...