Contact center management solutions provider Syntellect Inc. has announced the release of Syntellect PhoneLink for Salesforce Version 2.2. This release includes a large number of new features and enhancements that have been requested by the provider’s partners and customers and been developed in close cooperation with them, based on the needs and requirements of contact centers.
PhoneLink for SalesForce Version 2.2 contains the following new features:
— Support for multiple-call appearance phone sets enables multiple calls on a single PBX extension. New calls on a phone have no effect on the display or control of a call that is already active.
— Extended SalesForce query for screen pop allows an application to construct an Extended SalesForce SOSL Query and attach it to a call before it is routed to an agent. This query restricts the SalesForce contact database search triggered by the call arriving at the agent.
— Screen pop prevention, prevents contact details from being automatically displayed when a single record is found for an incoming call.
— New case button provides an easy method for agents to create new cases with pre-populated fields during inbound or outbound calls.