Enhancements
...was confusing showing the Agent was Not Available, but on a Call. The status now shows as Picked up a Call when on a call and Not Handling Calls when...
Search Results for Call Flows
Scheduling a call
...up the scheduled calls. This should be an account that is not in use by a real agent. To schedule a call, you need to issue 3 API calls and...
Configuring recording for a user account
...starts when the call is connected to the agent. A webchat recording is produced once the conversation has ended. Note: Call-recording announcements and music can be defined for agents at the...
Managing number lists
Administrators at all system login levels can set up lists of numbers to be used by Contact. Each number list is global (can be shared across all call flows that...
Customising agent call recording buttons
...signature, abusive caller or financial transaction. In the menu bar click Call Handling > Queues to see a list of available queues Select (or add) the relevant call queue Click the Agent Recording tab Tick...
Managing service numbers
...assigned to a call flow once your flows have been defined. Note: National numbers start with and international numbers start with +. https://player.vimeo.com/video/502970918 To manage service numbers, click Call Handling > Service Numbers on...
Filtering the call queues for Company Summary widgets
...select Calls Daily – For Widget, select one of: Company Calls Today Average Talktime Today Inbound Calls Today Average Call Wait Time Today Unconnected Calls Today d. Click Add. The widget is created...
External destination node types
...number of simultaneous calls permitted in total to the external destination (calls answered + calls in process of being connected to agent) is reached. Busy or 1 The branch to...
New Features and Enhancements
...history. When a call comes in, the matched contact selected to show is the one that was created most recently. Setting calling number in outbound call flows Users will now...
Creating and adding a user group
...to the appropriate call queue. An agent group must be associated with a call queue before agents in the group can handle calls in that queue. Related tasks Configuring agent...