AVOXI Genius Deployment Summary: NEW click-to-dial feature launch and enhancements to CRM screen pop and agent reports. 

What’s NEW

• Click- to-Call (NEW FEATURE)

  • Click to call is available to all Genius Contact and Enterprise Licenses holders at no additional cost.
  • A web-based form of communication, the click to dial functionality uses a browser plugin that allows users to auto-dial any number presented through a webpage on the Genius webphone.
  • The feature is suited to any Genius user requiring outbound dialing on both local North American and International numbers
  • By enabling the Click-to-Call extension, Genius users can easily place calls to their contacts within CRM, helpdesk, websites, etc.
  • Install your new  Avoxi Genius Click-to-Call extension now.

Feature Enhancements

• CRM Screen Pop matching enhancement

  • Genius will match the phone number (incoming caller-id or outgoing dialed number) with Contacts and Account phone number fields in the Salesforce CRM.
  • This increases the match percentage for calls and provides instant information about caller/callee on more calls. 
    

• Agents Report

  • The Agent Report provides a complete view of the call activity for agents.

  • It can be easily filtered by queues (for agent groups) and timeframes.

  • This report was enhanced to include "Queues Call", and direct inbound and outbound calls to agents.

  • Follow our user guide to learn more View your Agents Analytics in Genius

Adjustments

• Call Recording playback for calls older than 1 month

  • Resolved an issue with recording not playing back for calls over 30 days old.

  • Now call recordings can be played back as long as the retention policy is set up correctly.

  • Follow our user guide to set up a retention policy for recordings: How to enable Inbound Call Recording in AVOXI Genius

• Incoming call routing

  • Fixed issue where incoming calls to some numbers were being routed using incorrect logic causing some queue calls to go to voicemail