Quick Call Function picks randomly numbers for Outbound call
Not plannedHi,
this is a bug, that is really a pain for us. We are serving multiple countries with Zendesk Talk in one Zendesk Instance, having around 50 numbers now.
I'm especially referring to this statement from the support ticket #6177142
"After researching internally and testing this further, this seems to take place exclusively in tickets where you use the quick call option, if you use the quick call option to do an outbound call the system will automatically switch to either the number used to place the first outbound call or the number where the call was initially received on.
If you want to avoid this behavior, agents will need to dial the number manually from the dialpad without using the quick call option, this could lead to a second ticket being created which you can then merge to avoid duplicated or unnecessary extra tickets."
This is a huge problem for us. We are for example often calling back French customers with a German number, without any inbound call to the German number from that customer before. Using the dialpad for outbound calls is also not an option. We are not doing proactive calls to customers. Every outbound call is related to an already existing ticket. Using the dialpad will create a new ticket which requires the agent to merge this again afterwards....not very intuitive.
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Official comment
Hi Christoph,
Thanks for reaching out and Happy New Year!
"After researching internally and testing this further, this seems to take place exclusively in tickets where you use the quick call option, if you use the quick call option to do an outbound call the system will automatically switch to either the number used to place the first outbound call or the number where the call was initially received on.
What is described above is expected behaviour. I understand that this is not what you would like to happen, but right now the logic we have implemented for an outbound call is as described above.
I will note you're feedback, and if we are implementing a new feature relating to outbound dialling we will have that to refer to.
The behaviour you desire is not something we are currently exploring.
Thanks,
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+1
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