Settings and activity
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33 votes
Shannon
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128 votesShannon
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26 votes
This issue has been resolved and callback calls now provide option to the agent to answer or reject, as expected.
An error occurred while saving the comment Shannon
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Do not change agent status to Available once the call is over, when agent was initially unavailable.
30 votesAn error occurred while saving the comment Shannon
commented
Agreed! Status reverts back to the INITIAL status, which is assigned at the agent settings level. The manually selected status should override Initial status once the agent is logged in, or at least allow that to be an option. Reason: if an agents initial status is Available, but they are in a Training status for 8hrs, and happen to make a call or receive an internal call, they should not revert back to Available on the queue. Their chosen status should override.
Shannon
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279 votesShannon
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Agreed! Callback should follow the same rule as inbound calls in regards to auto-answer. Example: If Auto-Answer is disabled for inbound calls, then the agent should not be Auto-Dialing customers through callback function. The agent should be presented with option to accept or reject callback, same as they would be presented with option to accept or reject an inbound call.