M
Mario Souza
Today, Attendant asks technician to accept the call, then it asks for their name (so that they can assign the ticket to them). Only then, it transfers the caller to the technician.
The proposal here is to allow Attendant to skip this extra step and connect the caller to the technician right away.
Things to consider:
  • Can we create tickets without a member assigned to it?
  • Do we want to support a default member id to assign to those newly tickets
  • What if the caller is talking about an existing ticket, assigned to a different member?
  • Add a flag to admin, so I can choose when to turn this on/off