Outbound list management issue due to inbound calls

[tim33]

Web based GUI:
VERSION: 2.12-560a
BUILD: 160617-1427

Command line info:
ViciBox v.7.0.3-160505

All inbound calls currently go to List 999 default inbound list via a call menu.

In my call menu:
Route: Ingroup
In-group: Salesline
Handle method: CID

It would be great to load the relevant lead from the caller ID however customers can have multiple leads in the list and customers also call from numbers that are neither primary nor alt. At the moment when one of my agents completes an inbound call they send me the necessary details and I update the lead status on the outbound list. I then have to reset the hopper.

I'm looking for a solution where I don't have to get involved. What would be the best way to implement what I need?

[mflorell]

Have you looked at the LEAD SEARCH option? It allows an agent to search for a lead while they are on an active inbound call so that they can change to that lead found lead while on the call.

[tim33]

Have you looked at the LEAD SEARCH option? It allows an agent to search for a lead while they are on an active inbound call so that they can change to that lead found lead while on the call.

Oh brilliant, I only had it set to enabled.

Is there currently an option to make sure that the Alternate Phone Number checkbox is always enabled within SEARCH FOR A LEAD or do I need to edit the HTML (I did this for the Alt. Phone search dropdown under Search For A Lead in the admin interface)?

[mflorell]

No, that is not currently an option.

[tim33]

No worries,thank you for your replies.