Automatic unhold, selective BLF, DTMF, Cisco XML: welcome 5.7
The first summer release, and six new features at once! We’re quite sure, everyone finds it nice: techies, admins, those who are in charge of sales, and those who evolve client service too.
First, let’s touch on the situation where there are supposed automated or robotic outbound calling campaigns. Sure, here will be of high use the following two features:
1. Event “Answered outbound call”;
2. Auto call ending after pre-recorded message playback.
In the first case, answering a call may initiate a screen pop-up with client’s info, or start a browser, or open a tab with pricing, whatever. Thereby, everything can be set up via event handler, both for inbounds and outbounds.
The second feature is the natural consequence of the first one: when the callee is reached, a voice bot comes in and either conducts a meaningful conversation, or says one message out and then retires. It’s quite logical to end the call too at this point, and now it’s done.
3. Auto unhold for attended transfer.
Attended transfer implies that you talk to the target before transferring the call: say, Mr. Doe, there’s a call for you, will you accept? — and then there are options:
either thank you for the waiting, I’m transferring you,
or I’m sorry, I can’t connect you, please try a bit later.
Let’s say, hypothetical Mr. Doe cannot take the call and hangs the phone up: if auto unhold is disabled, the caller is to hear music until the other party presses unhold and returns to the conversation. Otherwise, with the feature enabled, the callee will get back to the talk automatically, that’s certainly a good client experience.
Finally, these three features will not leave cold those who are to configure and maintain telephony in the office:
4. Selective presence indication (BLF) for contacts from XML file;
5. Command line -dtmf parameter and SoftphonePro.SendDtmf protocol handler to send tones sequence to the current call;
6. Cisco XML format extension: transfer flags and assignment SIP account for outbounds.
Be the first to update your softphone and get 5.7 here :)
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