Stop Asking for company or organisation

[johnroche]

Hi,

Is there a way to stop the agent asking for the callers company or organisation. I have tried to edit the agents instructions but can't get it working

John

 

[Alejandro_3CX]

Hi,

Is there a way to stop the agent asking for the callers company or organisation. I have tried to edit the agents instructions but can't get it working

John

Hi, you may disable the call screening for known contacts




Then you may customize the script too if you want, just make sure not to modify the variables/strings there.

 

[Kevin Attard Compagno]

Following on @Alejandro_3CX , you can customize the agent prompt here:

 

[Jinko]

any suggestions? ive the same problem,, the agent should ask if the caller is private person or company

 

[KyriacosS_3CX]

any suggestions? ive the same problem,, the agent should ask if the caller is private person or company

Hi, the original issue in this thread was that the agent was always asking. Can you clarify what issue you are facing exactly, and perhaps start a new thread if it does not match here?

 

[Jinko]

for me it’s the same, it’s “always” asking for company information.

 

[TerryKC]

In the Agent Behaviour

Remove lines 1 and 2

- Transfer is not allowed until the caller has provided:
1) Their name
2) Their organization/company
3) A reason for the call must be provided. A generic reason is sufficient.
4) A destination that, according to the Directory Rules above, corresponds to exactly one internal contact (no ambiguity).

 

[nikolascx]

Hi Team
We also have a fix for this.
It needs to work as follows:
If the caller is known (exists in the contact directory) we will skip name and company and just ask for reason.
If the caller is new (does not exist) we will ask for everything
So we will always screen.

Update 9 is currently being tested as we speak.