…a bug that allowed parts of a call to be recorded even when the Agent had placed a call on hold or muted themselves. Find out more about Call Recording within the…
Search: Call Flows
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…announcement if the call centre is having technical difficulties.. d. Tick the Required check box. e. Click OK. Figure 1. The Edit Parameter Audio Filename dialog Step 5: Click OK. Step 6: Click the Call selector….
…A reference to a break reason that is listed for the Contact system. CallLeg An identifier for a particular call leg or party. This is required when performing operations on…
Contact supports call queueing. If a call arrives from a customer and it cannot be answered immediately, it is queued for delivery to an agent with the required skill. The…
…> Call Center > Call Centers: The All Call Centers dialog is displayed: Click: The Call Center Import dialog is displayed: Import the Salesforce XLM configuration file as follows: Click…
Call Presentation When a Horizon Contact agent blind transferred an outbound call to an internal non-Horizon Contact user (back-office handset user), the user would be presented with the Horizon Contact…
…Select the Flow Editor Nodes tab under Privileges and specify the node types that can be used by this role in routing flows. Note: This role must also have the Routing Flows: Modify privilege (under the General tab) to…
Routing flows can quickly become very large. With a large routing flow, it is useful to add notes to the routing flow for informational purposes. Such notes might describe the…
Company administrators can determine which privileges (for example, which queues, call flows, wallboards, etc.) a company user can see. Users may cover all of the company’s data or a subset,…
Contact supports the playing of audio files for announcements and greetings required in call flows. Administrators at all system-login levels can add their own audio files, delete audio files, and…