1. Headset Device Setting Improvements

Reasons for Changes in Device Information (Headset)

Headset information is generally dynamically generated based on the connection status between the browser and the device, and changes in the following situations cause device recognition failure in the softphone, resulting in issues during incoming and outgoing calls.

1. When opening a new browser window

   Some browsers (especially Chrome, Edge, etc. with enhanced security settings) randomly change the deviceId every time they are opened.

   → This often occurs especially when the user has not granted permission.

2. When the device is unplugged and reconnected

   When USB/Bluetooth devices are removed and plugged back in, the deviceId often changes.

3. When the OS is rebooted or hardware settings change

Added Headset Check Process

The built-in softphone process checks validity every 10 seconds and compares the currently valid deviceId with the previously used deviceId.

If the two values do not match, a device setting popup is displayed.

Outbound Device Error Detection

When attempting an outbound call, if the deviceId has changed, an error popup appears prompting the user to reselect and save the device in use.

Inbound Device Error Detection

• If a device error occurs during inbound call reception, a device error message popup is displayed.
• If the assigned agent does not answer the customer's call within 20 seconds, the call is automatically reassigned to the next available agent.
• The [Answer Call] button can only be clicked if the device information is properly connected.

• If the correct device is not selected or does not appear in the device list,

  unplug the USB headset from the PC and reconnect it, then try again.

   

  

   

2. Multi-Bell Sound Device Improvements

• Improved multi-bell sound activation API
• Changed activation logic to improve multi-bell device activation

3. Scheduled Call Feature Added

• Improved Work Efficiency
  • Coordinate call times with customers in advance to reduce unnecessary retry calls and allow agents to manage their time efficiently.
  • Lower call failure rates and minimize agent downtime.
• Enhanced Customer Satisfaction
  • Enable calls at times convenient for customers, reducing inconvenience and allowing customer-centered personalized responses.
  • Customers do not have to repeatedly answer calls during busy times, reinforcing a positive perception of service quality.
• Easier Work Schedule Management
  • Agents can check scheduled calls in advance and prepare, enabling professional consultations.
  • Prepare necessary materials or information for specific customers beforehand to conduct swift and accurate consultations.
• Strengthened Performance Management
  • Scheduled calls can increase consultation success rates and contribute to improving overall call center KPIs (connection rate, customer response rate).
  • Call history and scheduling information can be systematically managed for performance analysis and future improvements.

Scheduled Call Registration Guide

• Click the R button at the top of the softphone to register a scheduled call.
• The phone number of the current or just-ended call is automatically entered; it can be manually edited if needed.
• Scheduled date and phone number are required fields. Registration is not possible if left blank.
  

Scheduled Call Notification Guide

• If there are ongoing scheduled calls, the R mark at the top is displayed in red.
• A toast popup appears, and clicking the popup navigates to the scheduled call list (popup check interval: 60 seconds).

• Scheduled calls to be conducted are displayed on the bottom scheduled call button.
  
  

   

• If the agent is on a call, only the top R mark is highlighted in red instead of the toast popup notification.