As well as security updates, this release includes:
New way to handle unanswered calls
Whether you are making outbound calls from a call center project, or a customer service one, there is a new option in the Results section of your project. This will allow you to handle Consecutive unanswered calls.
- Define ranges of consecutive calls and handle them differently. In the following screenshot we have ranges which hand the first and second consecutive unanswered calls in one way, the third through sixth in another and the seventh and subsequent unanswered calls in another.
- If the contact does answer any call, the next unanswered call will reset to being the first again.
- For each range, you can define whether the contact should be moved or removed from the contact list, any waiting period, and what outbound phone number should be used for calls in this range.
For more information see the article Results: Consecutive unanswered calls
Omni
- Fixed an issue where rapidly repeating clicks on Start/Stop Inbound could occasionally put an agent in a state where they could not accept offered calls or messages.
- Improved handling of chat ownership, to better distribute chats between agents.
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