Transcript Label
When the recording and transcript functions are deactivated in the voice workstream, the label "transcript" still appears in the conversation panel. Can it be replaced with another label?
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...
Synchronous Call Connection
When the agent answers the call on the omnichannel, he/she still hears the hold music. The ideal scenario would be to be able to speak with the client the instant after accepting the call.
Modify outbound number in the dial pad
When trying to make an outbound call, the user tries to copy a number inside of the outbound call pop-up (where the number is usually typed), the number is copied, but the number cannot be changed inside in case there is a mistake in the number. It is only possible to change the number at the ...
Deactivate the Voice Recognition of the PVA BOT
Deactivate the voice recognition of the BOT and only use dial pad inputs to proceed on the PVA flow. The issue with voice recognition is that it is too sensitive to background noises and it gives a poor service to the client by continuously repeating "sorry I cannot find a related topic" and s...