234 - Workplace - Allow copy of calling number from main screen
planned
Danny Wright
Please add the ability to copy calling number from the main app screen while call is up. Currently, you cannot highlight and copy the calling number from the Workplace app while that call is up. Once you hang up the call, you can go to Call History and click the 3 dots, followed by Details, and it will let you highlight and copy the number but not during the call.
The business case for this request is that often agents need to lookup the person calling in their internal system, and in One-X Agent they could copy the calling number and paste it into their system for quick lookup of customer details. Thanks for considering this!
Terry Schimon
"Copy name/number of active call appearance to clipboard" is noted in the 3.36 release notes as a new feature:
I am able to copy the name, but not sure how to see & copy the calling number during the call. Please provide info on how to do this. Thanks!
Avaya Responses
planned
Workplace 3.36 release will have this functionality for Windows platform. As a Workplace user, we will be able to copy the name/number from Call Appearance. This will be applicable for all types of calls
- Incoming and Outgoing call
- Team, BLA, Pickup group calls
- VDN and direct agent calls, etc
Shane Coineandubh
Avaya Responses: When will this feature be enabled on Workplace for Mac? Feature parity would be helpful as we have a significant number of MAC users.
Tom Lynn
I'd go so far as to say a small copy button should be added to dispense with the highlight ctrl-c ritual. Just click and it's on the clipboard.
RC
Tom Lynn: I've worked with my employers internal developers a few times to build some interfaces. The quick links we've used to help an end user copy to clipboard a string have all been well received and used a ton.
I think that's a great suggestion Tom.
Danny Wright
You cannot highlight and copy the calling number from the Workplace app while that call is up. Once you hangup the call, you can go to Call History and click the 3 dots, followed by Details, and it will let you highlight and copy the number. The business case for this request is often agents need to lookup the person calling in their internal system, and in One-X Agent they could copy the calling number and paste it into their system for quick lookup of customer details. Thanks for considering this!
Sam Osheroff
Danny Wright: Do you mind if I edit your post, merging your comment here into the post so we have the ask and reason in the same place.
Danny Wright
Sam Osheroff: sure thing Sam, thanks for asking!
Sam Osheroff
Danny Wright: I've editing the post. If the updates don't work for you, I think you can also edit it.
As a suggestion to your issue, have you looked into the Workplace screen pop feature? I think you should be able to use that feature to open a URL with the calling number as a parameter. Look here (https://download.avaya.com/css/public/documents/101075011) and see if this would work to automate the process. I'm not saying your Feature Request isn't valid, I think it is. But also look at a more automated method to accomplish the goal.
Danny Wright
Sam Osheroff: thanks Sam, we use the screen-pop for our e911 purposes, so I can't use it for that, but a good idea. maybe if you had the ability to use multiple triggers for the screen pop I could accomplish this, but it only does one thing per trigger currently.