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2 votesNew · 0 comments · Developer Platform, APIs, & Integrations » Integrations: Microsoft Teams · Admin →April Twin
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Summary:
We would like to enhance the integration between CX and Salesforce to allow outbound calls initiated by clicking customer numbers to be placed via the appropriate queue, rather than defaulting to the company number.
Requested Improvement:
We request that when an agent clicks on a customer number in Salesforce:
The call is initiated via the appropriate queue automatically, based on the customer’s associated school.
The system intelligently maps the contact to the correct outbound number or queue, eliminating the need for manual number pasting and queue selection.
Benefit:
This enhancement would significantly streamline the calling process, reduce agent frustration, and improve operational efficiency.