Author Message
Joined: Feb 12, 2014
Messages: 49
Hi Expert,

I have defined a phone type attribute and set it is masked. Agent desktop can't get real number using AGTGetCustomerDetails.
So agent can't make preview call using AGTPreviewDial.
Should the phone number not be masked if agent want to make preview dial? please advise. Thank you.
Joined: Jan 14, 2015
Messages: 62
I'll assume that the Phone Number you have an agent call would need to be UNMASKED.
The use case would be an agent makes a call, the called party answers, the agent asks to speak to the name on file, the called party says "there is no one here by that name, what number are you trying to call?", the agent would have to respond with "I don't know what number I'm dialing". Seems like a bad experience for all involved parties. I would recommend leaving the phone numbers you want agents to call as UNMASKED.
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