Outbound agents can select their speakers/microphone in browser
Agents working in the Outbound interface in a browser can now choose their output and input devices.
How it works
- Selection will be remembered between sessions.
- If the headset is unplugged during a call, the selections will return to the Windows default settings.
How to use it
In the outbound interface in the browser:
- Go to the Settings page.
- Click the Audio tab.
- Select the correct Output device using the drop-down list.
- Select the correct Input device using the drop-down list.
You can now gather a caller's consent to be recorded before the call reaches an agent.
A new applet lets you capture the caller's preference in your IVR. The preference is respected by the project, and will not let the agent record the call if the caller declined consent.
How it works
- The new applet prompts the user to give recording consent. If the caller declines, the call will not be recorded, even if the project defaults to recording all calls.
- The caller's selection is only remembered for the current call.
- This applet currently only works for flows connecting to an Omni Customer Service project. The function to use it for Outbound projects which include inbound calls is coming soon.
- Adding this applet into a flow means you do not need separate queues, flows or projects to handle calls with recording consent separately from calls without consent.
How to use it
When creating an inbound call flow, to add a check for recording consent:
- Add the Rec. Consent applet.
- Create a greeting explaining the options, this can be done either by writing some Read Text for a robot to read, or you can Upload an MP3.
As noted, the option 1 is always considered to be the customer consenting to be recorded and option 2 is declining. Make sure to include this in the explanation! Also note that other options are considered invalid by this applet.
- Optionally, you can adjust the Retry and timeout settings.
- Finally, continue the flow by dragging an applet into the Next section.
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Notes:
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Bug fixes and functional improvements
- Admin - After creating a new call robot, the dialog now closes as intended.
- Admin - Fixed a problem for some clients where the Overview > Agents page was extremely slow to load.
- Outbound - Fixed a problem with progressive calling where unticking the checkbox Get next call automatically could be ignored.
- Outbound - If an Admin has deleted a product from the project, the agent will not be able to edit that product in any existing orders, and will see on-screen information telling them why.
- Outbound - Fixed a problem with failed assisted transfers, where the contact couldn't hear the original agent when the call returns to them.
- Omni - Increased the number of project specific greetings an agent can have to 80 (from 40).
- Omni - Fixed a problem where calls might not be offered to agents switching between inbound and outbound calls with call blending.
- Omni - Fixed a problem where the banner for disconnection could overlap other onscreen text.
- Omni . Fixed a problem with LeadLink integrations where modifying a contact with the API could fail.
- Omni - Added loading indicator when opening customer conversations from History tab.
- Talk - Technical improvements for agents using the option to keep microphone active.
Follow release notes to keep updated
You can stay up to date with the latest releases by following the release notes section of the support pages.
- Go the LeadDesk Software version history section of the support pages.
- Click the Follow button to the right of the section title.
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