Thorsten Reim

Dear Product Group,

we have tested the DCC Microsoft Companion App and would like to share our feedback, including some suggestions for future improvements.

Advantages:

- The Companion App always stays in the foreground, which is highly convenient for our daily workflow.

- Speaker settings are preserved between sessions.

Missing Features / Significant Limitations:

1. The app always requires an interaction by the user within the internet browser to establish a connection or to answer an incoming call. If the browser is minimized and windows/browser notifications are not configured properly, the user will not be notified about an incoming call. It the comanion app would recognize the incoming call and ring/notify the user accordingly, this would prevent missed calls.

2. If the browser crashes or is closed, the call can continue - this is good because the call can be finished. But the agent remains marked as "Busy" (red status) even after ending the call in the companion app.

3. After closing the browser, there is no way to re-access or manage the ongoing conversation from within the Companion App.

Feature Requests:

- We would highly appreciate it if the Companion App could receive incoming calls directly and allow us to accept calls without needing the browser.

- It would be very useful to be able to open and view an ongoing conversation directly from the Companion App—especially after the browser window has been closed.

- In general, we would appreciate if the Companion App could work independently from the browser for handling calls and conversations.

We hope these points support you in further developing the Companion App. Please let us know if you require any additional information or clarification.