Inhalt/Content
Version 9.1
Selecting the category for outgoing calls in novomind iAGENT BrowserPhone
Previously, only outgoing calls initiated with the “Click-to-Call” function had a predefined category assigned to them.
With Call Version 9.1, this is now possible for external calls initiated with the novomind iAGENT BrowserPhone. The category selected in the BrowserPhone drop-down menu is set.
If no category is selected, the default category in the Call Connector App is set for the outgoing call, as before.
Version 9.0
Warm transfer in novomind iAGENT BrowserPhone to agent group
Using the “Forward” button in novomind iAGENT BrowserPhone, calls can now also be warm transferred to an agent group.
After the initiating service employee has selected the agent group, the connection is established to an available agent in the respective group. If the target agent does not accept the forwarded call or actively rejects it, the next available agent is automatically dialed.
This process is repeated until
- the call is accepted
- the agent cancels the forwarding attempt
- all available agents have been dialed without success
If no available agent can be found, the initiating employee is informed with a corresponding message in the user interface.
Version 8.5
Name resolution in the novomind iAGENT BrowserPhone
For a known phone number, i.e. for which an entry exists in the address book, the name from the address book is now displayed instead of the telephone number. In addition, the caller’s phone number is displayed as a tooltip along with information about the address book (name) from which the name information originates.
The display is independent of whether it is an incoming call, a call started by entering a telephone number or an outgoing call started via the address book.
Status filter in the novomind iAGENT BrowserPhone address book
There is now a status filter in which you can configure which status agents must have in order to be displayed in the BrowserPhone address book. If the status filter is deactivated, the individual statuses are hidden and all agents are displayed. A default filter with individual settings can be stored in the telephone system plugins under the “BrowserPhone” tab.
Recent calls in novomind iAGENT BrowserPhone
The call history can now also be viewed in the BrowserPhone. Selecting a phone number redials the number and the respective icon indicates whether it is an incoming or outgoing call. The name of the subscriber is displayed in the call history if this is stored in the phone book. In this case, the subscriber’s phone number is also displayed as a tooltip. However, if there is no entry in the phone book, the phone number is displayed.