Play actual call result in agents headset, rather than an engaged tone.

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Hi,

We use the BT Cloud Phone solution here in the UK.

It would be great that if an agent dials a number, and it is unavailable, it tells them why... just like it does in the call log. For instance we have an issue today where agents are receiving an engaged tone in their headset, indicating the number is busy or invalid, when in actual fact the system has a problem and cannot connect the call.

If ring central was to play the call result message to the agents in these situations, diagnosis of the issue would be greatly improved. See attached images...

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Bill Hodder

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Posted 2 years ago

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