Inbound queues can be created without a phone number. The queue can be linked with an inbound route later by creating a Flow. As some of reports are based on phone numbers of queues, a new field called Reports identifier was added. This number can be used to identify queues when they don't have a phone number set.
Agents can receive direct calls to them on the Omni UI too. Calls can be directed from an inbound route or from a flow to the agent.
Small fixes and improvements
- Admin could archive a contact list that was default contact list for a campaign. This was fixed and the admin should first remove the default contact list linkage and then archive the list.
- Omni: Sometimes the inbound calls were coming even when the agent was passive (the away view was open). This is now prevented.
- A link to Superstars was added for agents. If you are using superstars, the link can be found next to the office name at the top-right corner of the user interface.
BTW it's needed to update the LeadDesk application to get these improvements...