Richard Howard CRM Technical Architect

We would like to propose a setting or standard feature that returns an Agent to their Previous Presence Status instead of setting them back to Available.

Current Scenario: When an Agent finishes an outbound call or a consult or take an inbound call and closes the main Session, the system ignores their previous Presence Status and sets the Agent as immediately Available.

Problem Statement: This is a large issue as we have set up our call center to automatically answer calls and we have a large volume of calls coming in. When this happens, the person immediately gets calls assigned to them and may have been in a Busy or Meeting Status that blocks incoming calls.

Suggested Feature: We are suggesting a choice or toggle on the User Record to decide what to do upon Session Close. Two Choices "Return to Available" or "Return to Previous Presence". **Note** There is already a "Default Presence" which logs the user on in a nominated Presence Status. We are proposing the field be on the User Record, Omnichannel Tab.

We would like to propose an Override Precedence Structure for Operational Calendars.

This would allow an admin to choose the precedence for Operational calendars between Workstream and Queue.

Use Case Scenario: We have two Queues tied to one Workstream that close before the Queues in the Workstream. Current functionality allows the Operational Calendar to be set on both the Workstream and Queue, but the Workstream always wins the precedence. We want to be able to choose which Operational Calendar takes precedence - Queue or Workstream.

IF set to Workstream, the Workstream Operational Calendar wins

IF set to Queue, the Queue Operational Calendar, if set up, wins

When implementing the out of the box Callback function, we have found that it is rudimentary. We are proposing a few things that are in use around the globe in call centers that we would like MSFT to implement:

• Allow the caller to leave a Callback Number
• Indicate somewhere in the Conversation Record that it is a Callback
• When the Queue Item becomes ready, dial the Callback Number from above, not the number they called from
• Dial the Caller back and play a configurable message to the caller. Something like "You are receiving your requested Callback. Please press or say 1 to confirm you are ready" 
• On the Agent side, indicate clearly that this is a Requested Callback and that the Caller has accepted the message above. 
• Only then start the call.