This update is to inform you about some upcoming enhancements for 8x8 Contact Center that will launch this November. Included below is more detailed information with regard to the release, as well as links to additional documentation for more insight.
- 8x8 Contact Center
Ability to show the caller's phone number while the agent's workplace phone is ringing
A few months ago, we launched a feature that allows agents to keep the caller's phone number for transfer scenarios, and we continue to improve even more around this area.
This month, we bring the ability to display the caller's phone number to the agents endpoint. This allows agents to identify who is calling before they answer the phone.
There will be a new configuration in CC Configuration Manager in the Tenant area to control this feature.
This feature will be disabled as default and if you would like agents to see the caller's phone number you will need to enable it.
In this release, the configuration is on Tenant level only, but we are working to bring this configuration to Agent Group and Agent level as well, so you can have more flexibility.