Version 9.3

Phone ticket now also available for outgoing calls

Effective immediately, a phone ticket can optionally be displayed automatically for outgoing calls as well. This simplifies the processing and follow-up of these calls.

What has changed?

• A new setting, “Trigger for Outgoing Calls,” is now available to control whether and when a phone ticket is opened for outgoing calls
• The feature can be configured at various levels (Phone Ticket app, client, category)

Configuration options:

• Disabled – no automatic opening
• Signal – displayed when the call starts
• Answer – displayed when the call is answered

Restriction:

• For agent-to-agent calls—similar to incoming calls—no phone ticket is displayed

Benefits:

• Improved support for handling outgoing calls
• Consistent workflow for incoming and outgoing calls
• Simplified tracking and documentation of interactions

Version 7.0

Display of Call Information in the “Call Tab”

As an alternative to the phone ticket, it is now also possible to select in the Phoneticket app that the call information is displayed to the agent on a so-called “call tab” without the activation of a phone ticket. In this case, the agent also has the option of setting a transaction code, which is stored in connection with the call.