Lead search from agent screen while in a call

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Lead search from agent screen while in a call

Postby Joss2103 » Fri May 13, 2022 5:03 pm

Hi

It is possible to make a lead search while in a call?

When i try it i get this message YOU MUST BE PAUSED TO SEARCH FOR A LEAD: OUT|ENABLED
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Re: Lead search from agent screen while in a call

Postby mflorell » Fri May 13, 2022 8:31 pm

For inbound calls, yes. You can do a lead search while in an inbound call, and/or while paused, depending on the campaign settings.
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Re: Lead search from agent screen while in a call

Postby Joss2103 » Thu May 19, 2022 9:53 am

Thanks, Can i do it for outbound calls?
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Re: Lead search from agent screen while in a call

Postby carpenox » Thu May 19, 2022 11:06 am

no you cant, not during a call, only while on pause, however for some clients i have added a script 2 tab with an iframe into the admin side of searching leads, which works if they have the proper permissions
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Re: Lead search from agent screen while in a call

Postby mflorell » Thu May 19, 2022 11:35 am

Since the searching for a lead includes the ability to switch the lead of the call you are currently on to a different lead_id, it only works for inbound calls and while you are paused. Adding this for outbound auto-dialed calls would be significantly more complex to add.
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