New Time Based Routing (TBR) Optional Message, Audio, and Action Type, Number Transfer has been added. The optional message and action types for TBR easily let administrators define the course of action of calls when customers call outside office hours.
Play an Audio for Your Customers
In addition to the current Text-To-Speech (TTS) optional message, administrators can now opt to select Audio and attach an audio file that will play during the TBR call. Examples of audio that you can attach are company advertisement jingles or classic hold music.
Automatically Transfer Your Customer to Another Department
The new action type, Number Transfer, gives you the option to transfer customers to another number. This can apply to customers that need to be transferred to a different department such as those who called in with billing concerns but got routed to technical support.
- The following Time-Based Routing (TBR) features have been added:
- The Optional Message: Audio has been added to let users add an audio file when creating a new TBR event.
- The Action Type: Number Transfer has been added to let users set up a TBR event that automatically transfers customers to another number.
- Previously, the Time Based Routing (TBR) preview box can only be closed by clicking the cancel button. Users now have the option to close this preview box by clicking anywhere on the screen
- Recurring TBR schedules can now be edited from the calendar view. Updates will be reflected in the associated Studio Flows where applicable.
- Time-Based Routing (TBR):
- Resolved an issue where a newly-created TBR event appears at the wrong date in the calendar.
- Resolved an issue where an error message unnecessarily displays upon transferring the customer to another number when using the TBR Action Type: Number Transfer.
- Resolved an issue where the TBR preview box still shows up even after a user selects a different date.
- Resolved an issue where the TBR calendar incorrectly displays the user-defined month.
- Resolved an issue where the previously selected month is displayed when updating a TBR event.
- Resolved an issue where after deleting a TBR event, a new event fails to create in its place.
- Resolved an issue where a recently deleted event is still displayed in the TBR calendar after a new event has been created in its place.
- Resolved an issue where the Edit and Delete options unnecessary appear when a user previews a TBR event.
- Resolved an issue where the call gets disconnected when a customer calls in at a time with no existing TBR event.
- Resolved an issue where a user is able to create a TBR event set in the past. New TBR events should only be created with a schedule set at a future date or time.
- Resolved general Xcelerate user interface issues.
