Inhalt/Content
Version 9.3
Expanded category selection in BrowserPhone
The category selection in BrowserPhone has been expanded to make managing outbound calls even easier and more organized.
What has changed?
- You can now configure the system so that a category must be selected before initiating an outgoing call
- The call cannot be initiated without a selection
- In this case, the agent receives a corresponding notification
- Optionally, the category selection can be restricted:
- Only categories designated for phone tickets will then be displayed.
- The search function in the category dropdown has been improved:
- Searches can now be performed using multiple letters or complete words
- This allows relevant categories to be found more quickly
Configuration:
- The new settings can be managed centrally in the phone system instance under the “BrowserPhone” section:
- Make category selection mandatory for outbound calls
- Restrict display to “visible phone ticket categories”
Benefits:
- Ensures complete categorization of outbound calls
- Prevents incorrect or inappropriate categories
- Faster selection thanks to the improved search function
- More consistent data for analysis and reporting
This enhancement supports structured and efficient handling of outbound calls while improving data quality.
Version 9.2
Manual recording of outbound calls in the novomind iAGENT BrowserPhone
If manual recording is enabled for a client or category, and the “Advanced Features” for outbound calls have been activated under the “Call Connector App” tab, outbound calls can be manually recorded using the recording button in the novomind iAGENT BrowserPhone. The call recordings are then made available in novomind iAGENT for playback and download, just like recordings of incoming calls.
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.