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Feature #7763

Inbound Call Notification

Added by Sujan Subedi 6 months ago. Updated 6 months ago.

Status:
Rejected
Priority:
High
Category:
Features
Target version:
Start date:
12/01/2019
Due date:
% Done:

0%

Estimated time:

Description

The feature of incoming/inbound call notification on agent screen, so agents can see call(s) coming in various In-Group before they pick up will be an asset for contact centers. The existing goautodial built will throw calls directly to active agents without notification and that creates issue if agent is in Predictive, Preview or Manual mode. This is one of the important feature of the dialer which some how got missed out. This feature addition will be a definite plus for goautodial.

History

#1 Updated by Demian Lizandro Biscocho 6 months ago

Would you like to sponsor the development for this feature? If yes, please send us () more detailed features like call flow/process diagram, mockups/screenshots and etc.

#2 Updated by Demian Lizandro Biscocho 6 months ago

  • Status changed from New to Rejected

#3 Updated by Sujan Subedi 6 months ago

Hi Demian, surprised to see this got rejected, the inbound call notification is one of the important aspect of the Multi-channel contact center application (voice and non-voice)
Predictive dialer + Inbound IVR and ACD - which you have advertised as the 1st line item of Major Features in https://goautodial.org/. The feature does exist in all the standard vicidial versions (including earlier goautodial releases) and majority of autodialers do have it. I think you hurried a bit to release a stable version v4. Honestly if it was a unique requirement, wouldn't have mind to sponsor the development, the feature of call notification was meant to be default one included in the gad built. To simply put, it's like driving a car without a horn - you may not always use it but it's a must, no car sales person will say - oh you want a horn - pay extra, sorry could be wrong analogy but I wanted to make a point. Up to you and your dev team if you agree.
Thank you.

#4 Updated by Demian Lizandro Biscocho 6 months ago

ACD = Automatic Call Distribution.

This is the same for both outbound auto/predictive dialing and inbound. Calls are automatically routed to the next available agent. Makes no sense to notify agents that there are incoming calls (whether outbound or inbound) since that's what ACD is for.

If you need us to customize the inbound call notifications, please get in touch with . This tracker is meant for development purposes only.

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