GorillaDesk has introduced a new VoIP feature: Agent Routing. This enhancement allows you to customize how calls are distributed among your team. The available call routing options are:

The Agent Routing options can be used for group numbers and auto-attendant extensions.

Go to your Group Number or Auto-Attendant Settings to start using this feature.

An SMS will automatically be sent to the caller if you miss their call or they reach your

voicemail.

This option can be enabled for group numbers or personal numbers.

Note: This differs from after-hours SMS, which is for messages received outside business hours. This feature specifically applies when a caller reaches voicemail, regardless of the time.

The VoIP issue where other tabs continued to ring after clicking "Ignore" on an incoming call in one tab has now been resolved.

Now, when your account is open in multiple tabs and you receive an incoming call, clicking the "Ignore" button on one tab will stop the ringing on all other tabs as well.

We have resolved the issue with the functionality of the ignore button for incoming calls.

This is how the two buttons work:

You can now assign multiple personal number to a VoIP user.

Go to VoIP by GorillaDesk Addons > VoIP Active User. Under Personal Local Number, click the '+' button, then start assigning phone numbers to a user

You can now get a notification when you missed a call.

The missed call notification can be disabled in the Notification settings > VoIP Missed call for SuperAdmin and Admin and in the Settings > User > Permission for Technicians.

You now have the option to choose which customer to assign an incoming call to when the phone number is associated with multiple customers. This will help ensure that call recordings are accurately assigned to the correct customer's account.

You can now delete call recordings.

Activate this new feature in VoIP Pro that lets you drop a voicemail when making an outgoing call.

IMPORTANT: To leave a voicemail drop, wait until after the voicemail "beeps" to leave your pre-recorded message

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Check out your list of inbound and outbound call reports under Activity Comparison.

To view the details:

The mark 'Done' button now has two options:

Now, with the updated VoIP auto attendant feature, you can now assign multiple users to a single extension

The retention period for call recordings has been extended, and the recordings will now be securely stored for a duration of 90 days upon activation of the VoIP Pro Plan.

When a call is transferred to another user, a transfer icon will appear after the customer's name, accompanied by the name of the user who initiated the transfer.

This feature allows you to block unknown callers and spam texters.

To block a number, go to inbox > Calls or SMS > the 'block' button will show up if the communication is coming from an unknown number.

Review and manage your blocked numbers under:

or

In this area, you can manage your blocked numbers and perform the following:

Provide the customer with pleasant music to listen to while the call is on hold.

Enter your personalized voicemail message in the personal number settings, group number settings, auto attendant settings, and after-hours settings.

When engaged in a call with a customer, you now have the ability to invite a team member into your call to either:

Invite a team member to participate in the conversation with you and your customer.

Invite a team member to listen to and participate in the conversation with you, but the customer will not be able to hear them.

Invite a team member to listen to your conversation with the customer.

If you activate the after-hours power-up, calls will be automatically directed to voicemail or your designated call forwarding. There will be no further attempt to ring your devices during this time.

You can now route to another phone number all incoming calls outside of office hours instead of sending them to voicemail.

This option is ideal if you have an after-hours receptionist.

When you click on a number, you can now choose to:

You can click on phone numbers found in various areas such as job details, the customer profile sidebar, or in reports that include a phone number column, etc.

Set the desired duration for incoming calls by specifying the number of seconds for the ring.

You can configure the ring duration for all incoming calls for either your company's group number or each user's personal number.

Gain insight into your company's call activity by comparing data from all your users.

Access your company's call activity report by navigating to the Inbox.

Manually input a call log directly into the customer profile.

When creating a call log, you can choose the phone number, input call duration, and add notes.

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