Fonality and RingCentral SIP Configuration
- Administrators are able to configure Fonality and RingCentral for their primary number when creating or editing a location.
- Webhook SIP providers like Fonality and RingCentral enable clients to make and receive phone calls over the internet using SIP. CallPotential uses their webhooks to receive and interpret real-time phone call data, such as incoming calls, call duration and call status.
For more detailed information on this feature and to see how it works in the system, click here.
Ability to set a time window for which callbacks will be presented to Agents
- Administrators can set a window of time that callbacks will be presented to Agents at an account-level.
- Administrators can enter the "start" and "end" time in UTC which allows these times to be applicable to all locations.
- Outside of the time window, all currently active callbacks will remain in the queue and wait until the indicated start time to resume.
For more detailed information on this feature and to see how it works in the system, click here and refer to the Callback section and (M) - (N) in particular.
Ability to upload hold music when an Agent places a user on hold
- Administrators can upload audio to be played when Agents place a caller on hold. Note: This is separate from queue hold.
For more detailed information on this feature and to see how it works in the system, click here and refer to the Upload Custom Hold Music section and (O) - (R) in particular.
Ability for Administrators to permanently delete a cancelled Lead
- Administrators are now able to permanently delete a cancelled Lead directly by accessing the status dropdown in the interaction card.
For more detailed information on this feature and to see how it works in the system, click here and refer to the Access & Selection section and (B) in particular.
