With three different brands and multiple departments each having their own phone number, along with direct dials for agents, we currently have 73 phone numbers associated with our account.
When agents make outbound calls to customers, they often need to switch phone numbers depending on the brand they are calling from. While the new feature of searching for an outbound phone number is helpful, it still causes delays as agents have to navigate through or search among the 73 numbers.
If we could implement group-specific outbound phone numbers, agents would only need to select from a small dropdown menu, simplifying the process and speeding up calling a large customer list.
Thank you for your reply, Widson. It was my understanding that a number of upgrades would be made to the talk console this year. Has this now been delayed? Many thanks.