Phone: «who starts» now applies to phone calls too
The agent setting «who starts» now behaves the same on every voice channel. Set to «caller», the agent no longer greets on the phone but listens until the caller speaks; the delay before the greeting no longer applies. If the caller stays silent, the inactivity announcements count from the start of the call.
- Voice V2 With «caller starts» there is no greeting, no delay and no greeting window; silence for inactivity announcements counts from the start of the call.
- Previous voice engine With «caller starts» the agent waits for the caller; everything else is unchanged.
- One rule for every channel Phone and the app's live call read the same evaluation of «who starts».