CRM Data Dip Actions Integrations
This upcoming feature release will introduce CRM Data Dip Action nodes in the Flow Designer that lets you integrates with third-party CRM systems to leverage CRM data in to make routing decisions in your contact centre and deliver business critical information to your agents.
Visual notification for calls left on hold for too long
This upcoming feature allows Operators to receive notifications when calls left on hold for too long. If the call stays on hold for too long without being resumed, the system will automatically notify the Operator with visual notification on the Attendant Console screen.
Block inbound calls
A future release will introduce the inbound number blocking capability in the flow designer. This will allow administrators to define a list of blocked phone number patterns at the tenant level. The caller ID of every incoming PSTN call to the tenant can be checked against the list for a match. If a caller calls from one of those blocked phone numbers, they will be sent to a configured destination in the IVR flow. The Teams agent experience app will allow individual agents to add a caller ID of an incoming PSTN call to the Block list.