- Joined
- Feb 13, 2013
- Messages
- 3,845
- Reaction score
- 1,913
In V18 you could control which party in a MakeCall was contacted first -- either the internal party (extension) or the external party (contact). THIS IS VERY IMPORTANT. In V20 this is no longer possible. With V20 the internal party always has to be called first. This does not work for MANY scenarios. May I offer two examples.
- MakeCall is used to connect an outside party to a CFD survey. If you call the CFD first, the CFD immediately starts execution. That means the intro prompt starts playing immediately. The result is when the contact answers the phone they miss part, or all, of the intro prompt.
- MakeCall is used to connect a queue agent to a contact. If you call the agent first, but the contact does not answer, the agent's phone rings, they answer, then wait for the call to connect. Often this is a complete waste of time. In V18 we could contact the outside party first, and only if they answer is the call connected to the queue/agent. This was a far more efficient use of the agent's time, and if the agent's phone is set to auto-answer, the call could be connected in about 1 second -- more than fast enough for the outside party to be unaware that the agent was not initially in the call.
Upvote
8