Softphone Configuration

Softphone Configuration

As part of Agent configuration for Omni Channel Routing, softphone allows following capabilities to be configurable by CCaaS Partner.

1. Ability to select on/off toggle for Auto Accept the call.
2. Ability to define a period of time where the call is redirected to another agent if the call is neither accepted or rejected by the agent.
3. Ability to set default after call work time for agent in seconds.
4. Ability to set after call work extension time for agent in seconds.
5. Ability to set number of times after call work can be extended.
6. Ability to set long hold warning duration in seconds.
7. Ability to create a speed dial group and assign phone numbers and queues to it.