System-wide Phone Book
Include a system-wide phone book. Having a Phone Book per Agent Queue is good, but when I have to add the same Phone Book entry to multiple Agent Queues, it creates unnecessary work.
3
votes
Justin
shared this idea
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Mitchel Martin
commented
It would be practical to have telephone books or address books (with more entries, than phone numbers) that are available to several, but not all queues or agents, in addition to the global telephone book. E.g.: for individual customers and the associated queues or agents. Especially from a data protection perspective,