Overview Playbooks establishes an agent leg connection with your phone in order to track all calls being placed through the platform. Establishing the Agent Leg connection is fast and should happen au...
Overview At times, you will need to disconnect your agent leg instance through Playbooks, kind of like when you need to restart your computer. This article explains how to do this directly in the phon...
Overview This article explains how to correctly troubleshoot issues related to Phone calls through Playbooks. Some of the common symptoms related to this topic are: The call never goes through. You...
Overview You might be wondering how to change caller Id in Playbooks. Solution To set/change the Caller ID, complete the following steps: Open Playbooks and click the menu button (Playbookslogo). Clic...
Overview You may want to change the default Caller ID for everyone in a team so that agents don't have to change or modify it manually, it can be done from the Playbooks Manager application. Informa...
Overview The following symptoms can be encountered: Outbound calls get sent straight to voicemail. Calls not connecting to a cell phone or Agent leg. All agents in the Organization are experiencing th...
Overview You may want to merge several calls together in Playbooks (e.g., to do a conference call) and want to know how to do it. Information Unfortunately, there is no feature in Playbooks that allow...
Overview You may encounter an issue that calls from Playbooks are not connecting to your agent phone. You have ...
Overview The Playbooks' call monitoring feature is a tool for managers and coaches to help develop representatives and drive team performance. The listening feature within call monitoring, for example...
Overview You are using Playbooks to place calls, but the numbers you dial in Playbooks, Play name, step, call logs, and other activities are not logged, pushed, recorded into Salesforce/ SF and not li...