Recording External Destination Calls
Background Some contact companies use call flows that will automatically route calls into the company service number out to an external destination. For example, an out of hours line may...
Search Results for Call Flows
Adding user-configurable values
...depends on the type of flow that was created: Call flows are assigned to service numbers Email flows are assigned to email servers Webchat flows are assigned to webchat services...
What are call slots?
Call slots are periods that contain a fixed number of time slots that callers can choose from to request a call back instead of waiting in a queue. A call...
Fixes
...resolved this so users cannot transfer calls to agents already in a call/wrap-up state. Callbacks Fix for scheduled/callback calls, when transferring the call sometimes appeared to the second agent as...
Fixes
...Parameter in the ‘Callback Slot’ Node. Call recording We have added a fix where call recordings had a leg missing when the call was transferred to an agent after a...
Create and publish a new routing flow
...flow editor: Call Handling → Call Flows Email → Email Flows Webchat → Webchat Flows Click Add and the new flow page is displayed (Mandatory) Enter the name of the...
Call trace reports
For each call, you can view the journey that the call made through the system, including any queues that the call has joined and any actions taken by the caller,...
Roles, privileges and profiles
...statistics. Specifically, they can manage: – Staff – User roles, agent groups, break reasons, holiday lists, time ranges and external destinations – Calls – Call flows, call queues, call slots,...
Call Recording
...recording is enabled but agent recording is disabled no calls will be recorded. Call recording options The call recording service allows all inbound calls and all outbound calls that are...
Dropped calls report
...call, but transferred the call to a queue and then the caller dropped the call either whilst the call was being transferred or whilst waiting in the queue to which...