Telephony and Call Center updates to enhance your phone management experience in Let’s Talk
We’re kicking off 2025 with key enhancements to our Telephony and Call Center features in Let’s Talk. The January release includes technical updates for better long-term performance and maintenance for Telephony and Call Center. We’ve also added user-requested enhancements to make call handling more efficient.
If your district isn’t using Telephony or Call Center features yet for handling phone calls and texting within Let’s Talk, reach out to your dedicated Client Success Manager to learn more.
Updates Inspired by Our Let’s Talk Community
- Movable Minimized Call Panel for Better Experience: You asked, and we listened! The minimized call panel is now movable, giving you the flexibility to adjust its position on your screen. This ensures that key functions — like replying to a customer while keeping the dialogue "In Progress" — stay accessible during calls, no matter your screen size.
Queues and Voicemail
- Transfer to Queues: Check out the following updates for Transfer to Queues:
- Agents can now transfer calls directly to a queue instead of searching for specific agents, ensuring the right team handles the call.
- Transfers are tracked in the queue management dashboard, call details report, and dialogue timeline for full visibility.
- Repeating Queue Greeting: Keep callers informed while they wait. Call Center admins can now enable a greeting that plays every 60 seconds — thanking them for their patience or reminding them of voicemail options.
- In-Queue Voicemail Option: Callers waiting in the queue can now press a key to leave a voicemail instead of staying on hold. This ensures your team receives their message with full context, allowing for more efficient follow-up.
- Voicemail Routing When No Agents Are Available: If all agents in a queue go offline or unavailable, callers are now automatically directed to voicemail. This prevents dropped calls, captures important messages, and ensures timely follow-ups.
- Display Outbound Calls on the Queue Management Dashboard: Call center supervisors can now view outbound calls in the Live Calls section, complete with a new icon to indicate outbound calls. Agents making outbound calls will also appear as "Engaged," giving you a real-time view of team activity.
- Moving High Priority Calls: Call Center admins can now move High Priority calls to the front of the queue, ensuring urgent issues are addressed first.
Phone Numbers Settings
- Enable Outbound Calling Numbers: System admins can now control which phone numbers are used for outbound calls, ensuring return calls route to the correct queue. Easily assign outbound numbers to specific queues from the Settings page for better call management and efficiency.
Ready to Dive In?
Let’s Talk empowers your district to deliver exceptional customer service — all from one platform. If your district isn’t using Telephony or Call Center, connect with your Client Success Manager to learn how these features can support your team.
Stay up to date on the latest enhancements! Catch up on previous Let’s Talk updates, including the December 2024 release.
As always, we value your feedback. If you have any questions, reach out to your Client Success Manager or our Client Care team.