FlashRev Discover
FlashRev Engage
1. [Calls] - Bypass “Do Not Disturb” Mode for 1x Power Dialer
In this update, we are excited to introduce a significant enhancement to the power dialer: support for bypass Do Not Disturb (DND) mode during 1x dialing.
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Understanding DND Mode:
DND stands for Do Not Disturb. DND mode on a smart phone prevents the first incoming call from ringing. For a call to ring through, users typically need to dial the same number twice within a specific time interval (3 minutes for iPhones, 15 minutes for Androids).
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How bypass Do Not Disturb (DND) mode works:
Bypass Do Not Disturb (DND) mode is only available when the "dial x contacts at once" is set to 1.When agents set the dialer to 3, 5, or 10, they may be engaged with other connected calls. This could prevent them from handling the retry call triggered by the bypass DND feature effectively.
With this new feature enabled, if the first incoming call to a contact goes unanswered, a record for the same contact will be added to the top of the current dialer list. As long as the agent does not click "end session", agent will immediately initiate a second outgoing call to the same contact.
In contact activity, agent can see a description indicating that the bypass DND mode was triggered successfully.
In history and insights, a new category called "Retry Calls" will be available, which will track call records generated by the successful triggering of the bypass DND mode.
Q: If an agent enables "auto skip dialed contacts," does the bypass DND mode still work?
A: Yes, it does!
When an agent enables the "auto skip dialed contacts" feature, our system still allows bypass DND mode to function effectively. Retry calls triggered by the bypass DND mode will be marked with a special "bypass DND" label. Calls marked with this label will not be counted in the “auto skip dialed contacts” feature, ensuring that the retry call will still be triggered.
