…destination if there are no regular agents available to take the call. If calls to external destinations are not answered, the Contact either backs off from sending calls to the destination or…
Search: Call Flows
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…flows can also be exported as JSON files, which can then be modified using an appropriate text editor. To import or export a chat flow: Procedure Click Chat > Chat Flows on the menu…
…Call Recording This release addresses an issue that prevented call recordings from being resumed after they had been paused Find out more information around Call Recording within the Administrator Portal….
This procedure describes how to configure the parameters for the Check Option node. Procedure Step 1: Click the node name of the Check Option node in the call flow. The Parameters pane…
Calls Callback hangup – reports had been received that agents couldn’t hang up a callback call until the caller answered, a fix has been applied to that has now addressed…
…even though the call-flow creator defines the default values for these parameters, they can be overridden by a company administrator with the Service Numbers:Modify privilege to suit their own requirements. (The parameters…
…calls from queues. This enables, for example, Supervisors to call an Agent to ask them to return to Active status. The text size showing queue information when answering a call…
…every time they enter a number to prevent a delay in entry preventing a Call Back If a caller enters a number when requesting a Call Back and this number…
…available for calls and may be interrupted to handle a call if no other agents are available. Email Pausing and Interruptions Agents can temporarily pause emails, leaving them in their…
…following statistics are available for inbound calls that go to voicemail. Statistic Description Voicemail calls The total number of calls that reached the voice mailbox. Voicemail hangups The total number…