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Set the default number based by the Group
Not Planned
Posted Jun 29, 2021
Hi
We don't use an IVR and rather have lines that call through to our groups. Due to this is means for example with our Spanish teams we have about 10 different phone numbers. When outbound calling this defaults to the first available number for the Brand. Rather than the group being called from.
Having this switched so the available number is both for the Brand and the Group would allow Players to simply be able to return to the call and create an easier user experience.
At the moment I'm aware there is a workaround by clicking Call and Enter a Number in the ticket itself, though it'd be ideal to have this default and through the dialer.
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8 comments
Official
Martin Holmes
[UPDATE - 4/2024] - Last year we made some improvements in this area of the product.
New experience: When placing an outbound phone call from a ticket, the call console opens, but the outbound call is no longer placed automatically like it was before, so the agent has the opportunity to manually change the outbound line if they wish.
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[UPDATE - 1/2023] - It is on the product backlog, we are constantly evaluating the items, unfortunately it has not made into the roadmap at the moment. We will update if the situation changes.
Hi Oliver,
Thanks for the feedback, this is a common request we hear and it is logged in our product backlog. Unfortunately though it is not prioritised on our short-term roadmap.
Thanks,
Martin
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Annette Hamm
Any news on that?
Thanks,
Annette
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Moran R. G.
This would be really important, it can have very high impact on cost/experience as agents are easily using the wrong number to call, when there are multiple numbers (regions). It's also a bad experience for the agents as they need to do what Oliver is highlighting above.
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Anne-Flore Caire
For my company, the minimum requirement would be to be able, per brand, to define the default outgoing call line, and for this to be a Zendesk line or an external line (which are used for just this purpose!).
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Noelle Cheng
Martin Holmes Is there an update to this? The last one was from 2 years ago and originally proposed 4 years ago. Thanks!
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Widson Reis
Hi Noelle Cheng
Last year we made some improvements in this area of the product.
New experience: When placing an outbound phone call from a ticket, the call console opens, but the outbound call is no longer placed automatically like it was before, so the agent has the opportunity to manually change the outbound line if they wish.
While this update does not fully address your suggestion, it gives agents the flexibility to easily select the appropriate phone number to use for making outbound calls.
The ability to associate a phone number with an agent group is something that is not on our roadmap for 2025.
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Anne-Flore Caire
Thank you for this development.
But the need to be able to automatically define default outgoing call lines remains a major request. Manual action by an agent is never guaranteed. So yes, they sometimes forget to select the right outgoing call line. We try to simplify their work as much as possible, to save them processing time, so that they can also process as many requests as possible, and therefore to automate everything that can be automated. And as for the email address for exchanging a ticket that's not available either, it's a real pity that we can't define the default email and telephone channels for a ticket via the triggers.
So the need to be able to define default outgoing call lines remains an important request. Either according to group, or according to brand, or both, or so that they can be defined per ticket in the assignment triggers.
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Rohan Gupta
Thanks for posting the feedback here Anne-Flore Caire, we will take it into when designing the functionality. Unfortunately, as said above the functionality is not on the roadmap for 2025.
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