User Profile

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?

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Category: Live Chat (117)

STATUS DETAILS
Needs Votes

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...

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Category: Voice - Outbound Calling (3)

STATUS DETAILS
Under Review

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.

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Category: Voice - Inbound Calling (9)

STATUS DETAILS
Under Review

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 ...

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1 Comments

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1 Comments

Category: Voice - Outbound Calling (3)

STATUS DETAILS
Under Review

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...

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0 Comments

Category: Voice - Inbound Calling (9)

STATUS DETAILS
Under Review