Outgoing calls

[Alisha]

Good afternoon,

We would like to make use of the Incoming and Outgoing Phone Calls feature so we can click on the number to place outgoing calls. We request a contact number from the customer at the beginning of the capture, as this is often different to the contact numbers stored on their profile (e.g. if they're calling from a different location).

If we take the phone number answer from the capture and map it to the 'Alternate' number field, this would get overwritten overnight so wouldn't be of any use to us. Please could we request an enhancement for an additional phone number field for temporary numbers that can be gathered during the capture that won't get overwritten?

Many thanks,
Alisha

[James Ainsworth]

Hi Alisha,

Thanks for your post.  As this isn't currently available, how about creating a request notice that contains the phone number provided in the Intelligent Capture?  You can use variables to populate information into the notices, such as this temp number.  You could even expand on this and add things like the best time of the day to call or to only use that number up to a certain date.

[Alisha]

Thank you @James Ainsworth

We like the click to dial feature, so we don't need to type in the number to call someone. Will we be able to click on the number in the Notice?

[Martyn Houghton]

@James Ainsworth @Alisha

Looks like Notices will not let you use HTML href="tel: notation to make a click-able telephone number in the notices. However, you can use wiki markup link in the Notices to create a clickable telephone link.

Ring [[tel:0800 923 0050]]

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth @Alisha

There is also a third telephone field in the contact table, but this does not appear on the Phone activity even if it is populated in the contact or updated by the BPM from your IC.

Cheers

Martyn

[Martyn Houghton]

@James Ainsworth 

Raised an enhancement request to have the field on the Phone activity made configurable.

Cheers

Martyn

[Alisha]

1 hour ago, Martyn Houghton said:

@James Ainsworth @Alisha

Looks like Notices will not let you use HTML href="tel: notation to make a click-able telephone number in the notices. However, you can use wiki markup link in the Notices to create a clickable telephone link.

Ring [[tel:0800 923 0050]]

Cheers

Martyn

Thank you so much @Martyn Houghton! This has worked, and is much appreciated! 

For calling via Teams, I used the same idea but entered:

Call customer: [[https://teams.microsoft.com/l/chat/0/0?users=&[global["flowcoderefs"]["getCustomerInformation"]["primaryEmailAddress"]]|Teams]]

This opens the Teams chat window, so near enough!

(P.S. I didn't know that third telephone field existed!)