Manage triggers for exceptional/holidays closure
We have a problem managing messages for holidays/exceptional closure.
There is only one trigger associated to non-working hours so we can't display 2 differents messages if we are in holidays closure or in exceptional closure.
We can't add/edit the existing triggers (we can only mo...
Category: General (140)
Contact/Account identification on call : behavior when contacts/accounts share the same phone number
When a call is received by an agent, if a phone number is recognize within the client database, the contact or account with the same phone number than the incoming call is associated to the conversation on call.
For now, if the phone number from the incoming call is shared by multiple co...
Category: Voice - Authentication & Fraud Detection (3)
Manage waiting behavior and messages by queues
Wanting to implement a contact center with one phone number but different queues (for different services), the queues having different working hours. The IVR transferring to the agents is handled by a Power Virtual Agent bot.
Category: Voice - Inbound Calling (16)