Outbound service calls in Voice for Browser FAQ

What is an outbound service call?

• Outbound calls can be service calls instead of direct calls

• Service calls recordings, call data and post-call transcriptions are owned by service queues instead of the user. Earlier all this was owned by the user.

• Also the lifecycle of call recordings and transcriptions are now dictated by the service queue settings

• Caller's display number can be automatically changed to the number defined in service queue

• By default, group manager can access and listen to the outbound service calls which have been called from that group manager’s service queues. Earlier the group manager required access to the group’s users' direct calls.

How do outbound service calls work in Voice for Browser

Voice for Browser 2024.3.0 and later

• Introduces readiness for role selection menu for users

• This menu is not enabled by default but will be enabled later on a case-by-case basis for users

• When enabled, the role selection menu replaces the previous My display number menu

• From the menu the user can select a personal role or a work role

Voice for Browser 2024.2.0 to 2024.2.1

• Programmatical methods for making an outbound service or callback call were introduced

• Methods are for integrators who wish to add related functions to a host system, such as Salesforce or Dynamics 365

Older versions

• No support for outbound service calls

• All outbound calls are direct calls

What are personal and work roles?

The roles determine how outbound calls and their recordings are managed.

Personal role

• User’s work, mobile and other number

• Calls and call recording as personal calls

Work role

• Outbound calls are handled as service calls

• Recordings are owned by service queues

• Caller's display number is automatically changed to the number defined in service queue

An example of how a role is selected by user:

Open

What’s the difference between display number and role?

Display number is the phone number displayed for the recipient of the outbound call.

A role determines the display number in use. Each role has a default display number, but user is also able to select any of the display numbers available for the selected role.

Where can outbound service calls be viewed?

Voice for Browser:

• Outbound service calls can be viewed under Pool history

• Direct calls can be viewed under Personal history

VoiceHub:

• Service calls view has two tabs - Inbound and Outbound - Service calls, VoiceHub

• Call events view displays outbound calls - Call events

• My calls view displays your own inbound and outbound calls - My calls

Can old and new versions of Voice for Browser be used together?

Yes, they can. But outbound service calls are recorded differently depending on which version of Voice for Browser is in use

See above

What happens when Voice for Browser 2024.3.0 is taken in to use?

Nothing changes initially. Calls and display numbers work same as before.

Later when the feature is taken in to use, then all outbound service calls are handled with the new roles.

Depending on users role selection, the calls may now be recorded differently.

Service queue needs to have outbound call recording enabled for the calls to be recorded with a selected work role.

How are consultation calls recorded?

As a personal call. The selected role doesn’t affect consultation calls.

How are outbound callback calls handled in Voice for Browser?

Programmatical method for making outbound callback calls are available for integrators.

There is no callback handling user interface in Voice for Browser.

VoiceHub will later have an option for displaying outbound callback calls.