Disable TT Accept for Calls from Track Number Routing in RingCX
Request:
Provide an option to disable the TT Accept prompt/action when an agent answers calls routed through Track Number Routing.
Current Behavior:
When a call is received through Track Number Routing, the agent is required to use TT Accept to accept the call.
Requested Behavior:
Allow administrators to disable the TT Accept requirement for calls originating from Track Number Routing. When disabled, the call should be automatically accepted once the agent answers, without requiring an additional TT Accept action.
Business Rationale:
This would simplify the call-answering workflow and reduce unnecessary steps for agents handling calls through Track Number Routing. It can also help improve the overall agent experience and reduce potential delays when connecting with customers.
Ryan
shared this idea