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Call Center - November 4, 2015

Overview

This page provides a list of changes to Call Center. Changes are classified as:
 

  • Bug fix—refers to fixes that have been made to resolve problems in existing features and functions.

  • Enhancement—refers to improvements made to existing features and functions.

  • New feature—refers to new features and functions.

Release date

The latest version of Call Center will be released to customers on November 4, 2015.

List of updates

 

Type of Update Description
Enhancement # 1

New button added to Phone Panel—A new button, Switch to Dialout, has been added to Phone Panel. If a customer is disconnected, an agent can click this button to call the customer back without being placed into the queue to receive inbound calls. Clicking Switch to Dialout changes the Call Type to Outbound Only when the agent's current call/wrap-up time is complete.

 

How do I enable this feature? Do the following:

  1. Select Routing > Agent Attributes, then click Add New Attribute.
  2. On the Attribute Details screen, enter the information as shown below:
    PhonePanel-AttributeDetails-smaller.jpg
  3. Click Save Changes.

The Switch to Dialout button is now visible on the Phone Panel.

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