Google Cloud Contact Center AI adds DNC, return-to-queue, and fixes

Do Not Call capability in HubSpot You can configure your HubSpot integration to display This number is on the Do Not Call list in the call adapter when an agent initiates a call to a contact configured for Do Not Call (DNC). The agent can proceed with the DNC call if needed. If the agent proceeds with the call, the following comment is logged in the CRM: "The contact is in TPS, the agent chose to proceed with the call." This capability is for non-campaign outbound calls. It doesn't affect outbound campaign calls. Administrators: In the Settings > Developer Settings > Agent Platform >

Return to queue after disconnection You can configure CCAI Platform to offer a disconnected caller the option to return to their queue. If they accept, they're returned to the top of the queue. Virtual agents in the queue are skipped. This capability is for IVR calls only. Administrators: We've made the following updates to the CCAI Platform portal: In the Settings > Call > Call Details pane, there's a new Return to Queue After Disconnection section. In the Settings > Queue > IVR (Interactive Voice Response) > Edit / View > MENU_NAME > Settings pane, there's a new Return t

Fixed an issue where campaigns that didn't complete prevented subsequent campaigns from starting. Fixed an issue where callers weren't correctly connected to voicemail during a warm transfer to an agent's direct number. Fixed an issue where incoming calls were assigned to agents but didn't appear in the agent adapter, resulting in "ghost assignments" and abandoned calls. Fixed an issue where cold-transferring a call from a queue while the transferring agent was in a wrap-up state caused the connection to become unresponsive and silent. Fixed an issue where calls that disconnected before enteri