Performance and UI updates to the phone channel

We have made our phone channel a lot more efficient with the advanced UI and performance updates. From the ability to put a call on hold to making sure that you have transferred the call to another agent, you can now do it all in the wink of an eye. Here's the list of updates made to the phone channel to enhance our user experience.

Incoming wait message - You can now play a wait message to your customers while they wait for an agent to pick up their call. This will replace the monotonic ringing tone that they usually receive when connecting to an agent. For instance, if your welcome message is 'Thanks for calling our helpdesk.', you could follow it up with a wait message that says 'Please stay on the line while we connect you to an agent'. Or you can simply add a music note as the wait message.

'Hold' option - Your agents can avoid some klutzy moments in the helpdesk with the 'Hold' option. You can now put your call on hold while you dig up the customer's issues from the past or while transferring the call to another agent in the helpdesk. You can even customize your hold message or music from the options list. This will be played to the customer when they are put on hold. 

Distinguish official calls on mobile - Agents who choose to take calls by forwarding it to their phone rather than on the desktop will now get their own support number as the caller ID in the place of the customer's phone number. Using this, you can distinguish support calls and personal calls.

Ignoring the call will stop the call notification received by that agent. Other agents will still continue to receive the notification. In the absence of the availability of other agents, the ignored call will be redirected to the Freshdesk's voicemail rather than the agent's personal voicemail. 

Call transfer enhanced - When you transfer your customer's call to another agent, the customer will be put on hold automatically. The agent on the receiving end of the transfer can now see who the call was transferred from and choose to accept or ignore it accordingly. If the transfer was made by mistake, the transferring agent can immediately cancel it. If the receiving agent is not available or if they reject the call, the transferring agent will be able to see a resume option that they can use to continue the call with the customer.

Additionally, when an incoming call arrives, all agents in the helpdesk will receive the notification simultaneously as we have removed batch processing.