Mandatory Queue and Phone Number Selection for Manual Dial
Request:
Customer would like agents to be required to select the appropriate queue and phone number before placing a manual outbound call.
Current Behavior:
Agents need to manually go to the Manual Dial settings to change the queue and phone number.
Business Impact:
Agents may forget to change the settings, which can result in calls being associated with the wrong queue/number and inaccurate reporting.
Expected Behavior:
Prompt agents to select/confirm the queue and phone number before allowing the manual outbound call.
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Jasmin
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