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Byron Paul

Ad-Hoc outgoing calls from agents

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Hi the new reporting for ACDs in the vodia soft client is great and gives managers a really good up to date overview of the performance of a customers remote workforce without having to wait for the performance email to be sent daily. However the agents also get callback requests via email, and also helpdesk software. This doesn't register a callback in with the 'outbound calling' feature and they don't really want to be adding every callback request via the web UI.

Is there an easy way for agents to ad-hoc dial outbound number and have these logged as an agent call (i.e. without having numbers pre-loaded into the callback queue)?

 

Thanks in advance,

Byron

 

 

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We had already a similar problem problem when it came to the question what outbound ANI to use for an outbound call. The rule was to use the one from the last ACD the user logged into. It makes sense to not only associate the ANI with the ACD, but also assign the call the ACD. We'll do that in the next version 65.0.5. Maybe we can make that even graphically visible in the soft phone.

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That would be a great feature add, thank you! Getting better visibility on remote workforce in an easy to view format like the Vodia app is a great step forward.

 

Cheers.

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